Terms of service

 

We are truly grateful for your support of our family farm. Thank you for the opportunity to serve you.

By placing your order on our site, you acknowledge and agree with our Terms of Service below.

 

Order fulfillment

All orders are filled and shipped as soon as possible. Occasionally it may take as little as 1 day and up to 14 days before an order ships. Order fulfillment is dependent on inventory and transit times. We will contact you if it takes longer than 7 days to fill your order. Because we operate on a small scale, compared to aggregators and commodity farms, some of our products are subject to availability, and occasionally items ordered may be out of stock. We will contact you to discuss resolution. We strive to provide you with the most humane, regenerative products, and given the perishable nature of certain products, some situations are beyond our control.

Please ensure your order is correct before finalizing your purchase. Our system does not have the ability to make changes or edits to existing orders. Exceptions may be made for Village Loyalty Members with a MAYOR status through their assigned customer service contact. For more information on our Village Loyalty Program, visit: https://whiteoakpastures.com/pages/village-loyalty-program

If your order contains both perishable and non-perishable items, they will ship via separate carriers. Perishable items will ship with dry ice via UPS or FedEx and non-perishable orders will ship via USPS and tend to arrive a few days after UPS/FedEx delivers.

 

Weight

Please note that because no two animals look just alike, there may be some variability between two items of the same cut. We have refined our online store with specs that we think are reasonable. We are not able to guarantee a specific weight, quantity or individual cut size within a share beyond the general estimation and description which is provided for general guidance purposes only. Descriptions are provided as approximate representations of typical products, and we hope you will find this as a general, accurate depiction of the items you receive in your order.

 

Shipping and Handling

We fulfill all of our orders from our farm in Bluffton, Georgia, the far Southeast corner of the USA. And, while it's a great place to raise livestock, perishable shipping is a little more complicated. If you have concerns about your order shipment, please refer to our Shipping Policy and FAQ's, or reach out to our Customer Service Team at: info@whiteoakpastures.com.

Shipping Protection

Our farm has been shipping meat ordered through our website since 2010 and we've never offered any kind of insurance or shipping protection. As a result, we've covered the burden of lost, delayed, and spoiled packages at our own expense. We built our online store model to operate in the ground network, where shipping rates are more affordable but are not provided a guaranteed delivery date. FedEx and UPS are incredibly reliable, they, like me and you, are not perfect. We typically see delays at about 2-3% per month. Anyone who has ever shipped many things through the mail understands there is some level of unreliability that exists. 

For this uncertainty, we now offer shipping protection, which allows you to pay a small fee calculated from the product total. In the event of a delayed, spoiled, or damaged order, this shipping protection service will replace or refund your order. The majority of our customers choose to enroll in the service, which can be opted in or out on an order by order basis.
 
Please note that if you decline the shipping protection at order checkout, and your order is delayed, spoiled or damaged, there will be no further action taken by White Oak Pastures. We strongly recommend this service to be sure you're covered.

 

Atlanta Area Courier Delivery

All Courier Delivery orders placed by 4:00 pm EST on a Thursday will be delivered to your designated address the Monday or Tuesday immediately following. By placing your order and selecting the 'Atlanta Courier Delivery' option, you acknowledge that you understand when the next available delivery date will occur. Your order must include your legal name, phone number, and any additional information such as an apartment number or gate code for access. Refunds and/or reshipment of orders for customers who fail to plan accordingly will not be permitted. 

 

Store Pick ups

Store pick ups at our General Store: General Store 101 Church Street, Bluffton, GA 39824  If you choose the option of a store pick ups at our General Store, please allow 36 hours from the time your order is placed to have it ready for pick up.

 

Payment and Billing Information

By providing a credit card or other payment method that we accept, you represent and warrant that you are authorized to use the designated payment method, and that you authorize us to charge your payment method for the total amount of your order or other purchase (including any applicable taxes and other charges). Your payment method will be pre authorized pending fulfillment and shipping. Once your order is shipped your payment will be finalized. 

If the payment method cannot be verified, is invalid or is otherwise not acceptable, your order may be suspended or cancelled. It is your responsibility to resolve any problem we encounter in order to proceed with your order.

 

Taxes

We will collect applicable sales tax on products shipped to the states for which we have a duty to collect sales tax. If an item is subject to sales tax, you agree that the amount of taxes shown at checkout may be adjusted. Several factors may cause this, such as variances between processor programs and changes in tax rates. We will notify you if this difference is significant.

 

Delivery

Receiving your order, once shipped, is the customer's responsibility. If there are concerns with the timing of shipping, please be sure to communicate with our Customer Service team.

If you are not at home when your delivery arrives, the carrier will generally leave the package for you at your door. Our coolers are packaged with dry ice and will typically remain frozen for at least 3 days, but depending on the season and temperature in your geographic area at the time of delivery, advance planning to receive your package is advised. Tracking numbers for your order will be sent to the email address your online order was placed under. You can track your order through the FedEx/UPS website.

If you have supplied the wrong address, please contact us immediately. We cannot take responsibility for the consequences of shipping to the wrong address, but we will do our best to remedy the situation. We cannot ship to a PO Box.

 

Returns and Refunds

Please inspect all products you receive from us for any damage or other issues upon delivery. In the event items are damaged or unsatisfactory please notify our customer service at info@whiteoakpastures.com or call us at (229) 641-2081 It is always helpful if you can photograph the package, the label, and any issues to help us with a resolution.

Due to USDA guidelines, we can not accept any returns for perishable items, but we take great pride in our premier customer service. If you are not satisfied, we will work with you to reach a reasonable resolution.

We may either replace the item at our expense or, depending on the circumstances and inventory, provide you a full or partial credit or refund of the purchase price for that item.

For non-perishable items: We are a farm, not a distributor or fulfillment center. As long as the items you ordered were fulfilled correctly, we expect the customer to keep them. We stand by the quality of all of our products. But, we are human - if we make a mistake, we will certainly correct it.

If you pay by BitCoin: any approved refunds will be given as store credit to whiteoakpastures.com in the form of a discount code or digital gift card. 

 

Product Refunds for "Tough Meat"

We are farmers, and we work hard to get our customers humane, regenerative meats in a convenient and timely manner. All of the animals we raise are the opposite of "fast food" which is why we call it "slow food." 

For example, the grassfed beef you probably just put in your cart was four + years in the making. A cow is pregnant for 283 days, and then once a calf is born, it will grow for over three years before we process it for its meat. So, please remember this in your kitchen while you are preparing those burgers and other cuts. You can mess up over four years of hard work in under thirty seconds. As a result, we can't give perpetual credits for complaints which we feel were caused by overcooking our products in the kitchen. Grass fed meat is lean and we go to great lengths to arm you with cooking tips and advice here, so please take us up on it. You won't regret it. Enjoy!