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Frequently Asked Questions

What are the best methods for thawing the products?
For the best results, we recommend thawing in the refrigerator prior to cooking. You can thaw meats and poultry in the vacuum-sealed packaging, but you should remove seafood from the vacuum-sealed packaging when defrosting. For quick thawing, place vacuum-sealed meats or fish removed from vacuum sealing in cold water for 30 to 45 minutes. We do not recommend using a microwave to thaw products because your food will lose more natural juices, resulting in a final product that may be drier and less tender. Remove foods from the vacuum-sealed packaging and thaw in microwave only if they will be cooked immediately.

Can I use a business address or PO box for my delivery address?
While we are unable to deliver to PO boxes and military bases, we are able to deliver to both residential and business addresses. Please be aware that some UPS deliveries may occur after normal business hours.

What is the refund policy?
If you’re not happy with our products, call us at 973-287-5192 within 21 days of your shipment for assistance.

How do I recycle the box?
Your box and package insulation can be recycled via curbside pickup. The bag that your products were packaged in is reusable. Just be sure not to touch the dry ice directly and let it evaporate before disposing of the box. For a quicker dry ice disposal, place your package in a warm, non-refrigerated indoor area.

When will the package arrive?
Packages will arrive between 24 and 48 hours after shipment. We ship every Monday and Tuesday morning. During holiday times, we also ship on Wednesday. A shipment notification, including a tracking number, will be emailed to you when the package has shipped.

What payment types are accepted? When will my card be charged?
We accept Visa, Mastercard, American Express, and Discover. You will see a pending authorization on your credit card as we prepare your shipment. Your card will only be charged upon shipping.


Where do your products come from?
For over 4 decades, we have built lasting relationships with the best farmers around the world. If you have any additional questions about our products, email us at info@tvcustomerinfo.com or call us at 973-287-5192.

My box arrived with melted dry ice, is it still safe to eat?
We advise that you check the internal temperature of all meat, poultry and seafood with a thermometer upon delivery. If the internal temperature is above 40 degrees Fahrenheit, you should discard the item and contact us to request assistance.

How long do the products last in the fridge once thawed?
Trusted Butcher meat and seafood products last up to 12 months in the freezer. Once thawed, our meat products last 5 to 7 days in the refrigerator, and our seafood products last 3 to 5 days in the refrigerator.

Holiday Shipping Times
We want to help make your holidays as delicious as possible, so make sure to order in time to receive your shipment before your celebration. Below are the last dates you can order to receive by the holiday.

Thanksgiving: November 22th before 11:59pm EST
Christmas: December 17th before 11am EST
New Year's: December 28th before 11am EST
Normal Shipping will resume the week of January 4th 2021