Order & Shipping Confirmation Emails
Please review your order confirmation thoroughly, including your shipping address. If you need to make any changes, email us immediately. We will do our best to make desired changes, however, it may not always be possible.
Please make sure that the address you provide is correct. We cannot guarantee deliveries to incorrect addresses.
We only allow for shipments to be sent by FedEx Ground Service if your destination is within the 2-day delivery range from our warehouse. Ground Service is generally available in the following area: Anywhere east of the Mississippi River, except LA, southern MS, WI and the MI upper peninsula. 2-day Ground shipping is available also in eastern AR, eastern MO and the Milwaukee, WI area.
Weather and Federal/Jewish holidays may change delivery availability. All orders are subject to availability of product.
We ship for delivery on Tuesday through Thursday, and on Friday if you select the "Friday delivery is OK" checkout option.
For 2-Day Service or 2-day Ground Service, we send out orders on Monday and Tuesday, and Wednesday if you allow Friday delivery.
Orders placed outside of our shipping days or on holidays will be shipped on the following shipping day.
Please note: We do not guarantee ship dates nor can we be held liable for a delay in shipping an order. (FedEx will refund the shipping cost at its discretion if Express orders are delayed beyond their commit date. Delays beyond the typical commit time, but on the same day, are not eligible for refunds.) Factors that may delay the shipping of an order include, but are not limited to, weather, Federal or state holidays, religious holidays, a shortage of product or an unusually high volume of orders.
Special shipping requests:
If you have any special requests for FedEx or for our shipping department, you must make a note in the comments box during checkout. Additionally, we recommend that you email us with any requests for our shipping department to confirm that it is on our radar. We will do our best to meet all of your requests, however, this is not always possible. Additionally, keep in mind that FedEx is an independent company that is out of our control.
How we ship
Our products are perishable and frozen, and require special handling.
All orders are shipped in insulated containers, with dry ice to keep your KOL Foods meat at a safe temperature.
All orders are shipped signature release:
We require that all our orders are shipped signature release, so no signature is required. If no one is home to receive the order from our carrier, the driver will leave the order at your door. This signifies acceptance of the order the same as a signature. Although we ship our orders to remain frozen until 8 hours after the expected delivery time, we recommend that someone be there within the designated time frame to accept the order and properly refrigerate/freeze it.
If you are a retail customer ordering over 100 lbs of our products, and ship the order by FedEx Ground Service, we will cover the shipping cost! This offer applies only if the product weight is over 100 lbs - not the shipping weight, which includes the weight of the packaging. Offer valid only in FedEx Ground Service areas (see above).
Order Cancellation & Returns:
Orders can be cancelled if they have not been shipped out of our facility. Once an order leaves our facility, we cannot call it back. If you wish to cancel, it is best to call and email for confirmation. Cancellations may be subject to a $25 restocking fee. Unfortunately we cannot accept returns as we cannot resell products after they have left our facility.
Shipping Rates, Surcharge and Insurance:
To calculate your shipping rates, please populate your shopping cart with the items you would like to purchase. Then go to your shopping cart and click on "Calculate Shipping" (large purple button on the upper left).
Shipping is what FedEx charges us to ship your items.
Surcharge is the cost of the insulated box, dry ice, other packing materials and labor. This surcharge is not applied to orders containing more than 18lbs of KOL Foods products.