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Step by Step
Thawed Meat? Damaged Product?
First, we're sorry you're in this situation. It happens sometimes — but we will do our very best to make lemonade out of lemons. Here's exactly what to do.
#1
Know You're in Good Hands
We will do everything we can to make it right. We are very sorry for the situation — but we will not leave you hung out to dry.
#2
Snap a Quick Pic
A picture says way more than 1,000 words. Photos are extremely valuable for us to investigate what went wrong and for potentially filing a claim with the carrier. Photograph the packaging, the product, and the inside of the box before touching anything.
#3
Put Everything in the Freezer
Do not throw it away. Even if thawed or partially thawed, the meat may still be good. Anything under 40°F — you can temp it with a thermometer — is no different than having it in your refrigerator. It may need to be discarded, but doing so prematurely — and finding out it was salvageable, even for pets — is wasteful. We hate waste, especially of meat.
#4
Notify Us ASAP
The sooner we know, the more we can do to help. Email support@fergusonfarms.farm with your order number and photos. We respond fast and we will not leave you without a resolution.
The 40°F Rule
Is My Meat Still Safe?
This is the most common question we get — and the answer surprises most people. Temperature is the only thing that matters.
≤ 40°F
Safe to Refreeze
The meat is in the same condition as if it were in your refrigerator. Place it directly in the freezer. No action needed beyond contacting us if you'd like to report it.
41–50°F
Contact Us First
The meat may still be usable depending on how long it has been in this range. Do not throw it away. Take a photo, place it in the freezer, and email us immediately.
> 50°F
Do Not Consume
If the meat is above 50°F and has been for an extended period, do not consume it. Photograph everything and contact us right away. We will make it right.
Important: Do not throw anything away before contacting us. Even product above 50°F may be suitable for pets. We hate waste — and we need the photos to file a carrier claim on your behalf.
Packaging Issues
Punctured Vacuum Seal? Here's What That Means.
All packaging damage occurs inside the sealed shipping box during transit — not before. Every item is inspected before it leaves our facility. Once sealed, packages can shift and impact each other during carrier handling.
When a vacuum seal is punctured, air enters the package. The moisture inside freezes on contact with the dry ice, creating ice crystals inside the bag. This does not mean the product is unsafe.
- Place the affected item in a zip-lock bag, remove the air, and seal it
- Plan to use it within a normal timeframe — it is fresh and safe to consume
- If left in the freezer long-term, it may develop freezer burn — use it sooner rather than later
- Always thaw meat on a plate or bowl to catch any liquid from the package
- Contact us if you are unsatisfied — we will make it right
100% Satisfaction Guarantee
If your order arrives damaged, thawed, or you are not satisfied with the quality — we will replace, refund, or credit any product, based on your preference. No runaround. No fine print.
Email us at support@fergusonfarms.farm with your order number and photos. We respond fast and we will not leave you without a resolution.
Contact Support
FAQ
Common Questions About Your Delivery
If the meat is at or below 40°F, it is safe — no different than being in your refrigerator. You can refreeze it without any issue. Use a thermometer if you have one. If it is above 40°F, do not consume it. Take photos, place it in the freezer, and contact us at support@fergusonfarms.farm immediately. We will make it right.
Yes — as long as it is at or below 40°F. This is one of the most misunderstood food safety facts. The USDA confirms that meat can be safely refrozen if it has not exceeded 40°F. Place it directly in the freezer and it will be fine.
Yes, this is normal and the product is safe. Ice crystals form when air enters a punctured vacuum seal and the moisture inside freezes on contact with the dry ice. The product was inspected before packing — this damage occurred during transit. Place the item in a zip-lock bag, remove the air, and use it as normal.
Yes. Punctures occur inside the sealed shipping box when frozen packages shift and impact each other during carrier handling. The product was in perfect condition when it left our facility. Place the affected item in a zip-lock bag, squeeze out the air, and plan to use it within a normal timeframe. If consumed soon, it will be fresh and of full quality. If left in the freezer long-term, it may develop freezer burn — so prioritize using it earlier.
No — not before contacting us. Even product that cannot be consumed by people may be suitable for pets. We hate waste, and we need photos of the product and packaging to file a carrier claim on your behalf. Take photos first, then contact us at support@fergusonfarms.farm.
We will replace, refund, or credit any product that arrives damaged or thawed due to late delivery — based on your preference. Contact us at support@fergusonfarms.farm with your order number and photos of the product and packaging. We respond fast and we will not leave you without a resolution.
You will receive a shipping confirmation email with a tracking number as soon as your order ships. You can also track your order here at any time.
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Still have a question? Ask Zoe.
Zoe is our AI assistant — she can answer most questions instantly. Click here to get a quick answer now.
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support@fergusonfarms.farm · Or ask Zoe, our AI assistant, anytime
Ferguson Farms
We Pack Every Order Like It's Going to Our Own Family.
We are a family-owned farm in Durant, Florida. Every order is hand-packed with extra dry ice and inspected before it leaves our facility. We have shipped thousands of orders nationwide and we stand behind every one of them.
Our 100% Satisfaction Guarantee is not fine print — it is our standard.
