Our Approach to Customer Satisfaction
We want customers to receive the product and service described at the time of purchase. Farm-direct food and livestock involve biological variation, seasonal inventory, weather, carriers, and other real-world limits, so fair resolution begins with prompt communication and accurate documentation.
Report Problems Promptly
Contact Dos Lobos Ranch as soon as practical after discovering missing items, incorrect products, damaged packaging, delivery problems, or a concern about product condition. Include the order number, affected item, date received, and a clear description.
Photographs and Product Handling
For shipping or condition claims, photograph the unopened package, label, insulation, coolant, product, and any visible damage before discarding materials. Keep the product safely refrigerated or frozen when appropriate while the concern is reviewed. Confirm the time you received your delivery from the carrier through your tracking link sent to your email and the time it arrived.
How Resolutions Are Evaluated
The appropriate resolution depends on the facts, product type, food-safety condition, documentation, carrier information, timing, and applicable store terms. Possible outcomes may include clarification, replacement, store credit, refund, carrier claim support, or another reasonable remedy. Included in the price of all order is package shipping insurance. Should your order need to be refunded, it will be refunded immediately and we will handle the claim to recover our costs.
Contact the Ranch
Use the contact information attached to the order or contact Dos Lobos Ranch. For shipped orders, review nationwide meat shipping; for general purchase questions, begin at Start Here.
Frequently Asked Questions
What information should I include with a problem report?
Provide the order number, item, delivery or pickup date, description of the issue, and photographs when condition or damage is involved.
Should I throw away damaged packaging?
Keep the packaging, labels, coolant, and affected product until the ranch confirms what documentation is needed.
Is every complaint automatically refunded?
No single remedy fits every situation. The facts, timing, product condition, documentation, and applicable purchase terms determine a fair resolution.
How quickly should I report a frozen-shipping concern?
Report it promptly after delivery, with photographs and tracking information, so product condition and carrier timing can be evaluated.