Frequently Asked Questions

Delivery

Do I need to be at home when my box arrives?

You don’t need to be at home when your box arrives - the dry ice included will keep your contents frozen! If you live in a detached or townhome, your box will be left at your door. If you have a controlled entrance, you are responsible for providing a buzzer code and/or informing your concierge that you are expecting a food delivery. If, for any reason, the driver isn’t able to access your building to complete the delivery, you will be notified and the courier will retry the delivery the following day, or you may pick up your order from the courier depot.

What will happen if I’m not at home?

If you live in a detached or townhome, your box will be left at your door. If you have a controlled entrance, you are responsible for providing a buzzer code and/or informing your concierge that you are expecting a food delivery. If, for any reason, the driver isn’t able to access your building to complete the delivery, you will be notified and the courier will retry the delivery the following day, or you may pick up your order from the courier depot.

How long will my products stay frozen?

Your box can stay frozen for up to 3 days in transit, depending on environmental factors. We typically recommend that your box be unpacked and the contents put into the freezer at your earliest opportunity!

What days are your shipping days?

We ship on Mondays-Fridays to arrive within 1-2 days depending on your location and assigned third-party courier! It is your responsibility to check your account, reminder emails, and shipping emails to be prepared for your shipping date!

What time of day will my box be delivered?

If your box is being shipped to a business or commercial address, your delivery can occur anytime from 9am-5pm. If your box is being shipped to a residential address, your deliver can occur anytime from 8am-8pm.

Will I be able to track my delivery?

Absolutely! Once your order has been picked up from us, you’ll receive a tracking number via email.

Is the packaging recyclable?

Yes! Our packaging is curb-side recyclable. Our packaging consists of a cardboard outer box, paper insulation, and a recyclable bag to keep your box from getting soggy during transit.

How do I see if you can ship to my area?

We currently ship to any zip codes within Illinois, Indiana, Iowa, Michigan, Missouri, New York, North Carolina, Ohio, Pennsylvania and Wisconsin, that we can guarantee a timely delivery to via third party courier. At this time, we have opened up our shipping beyond the Midwest to other states across the USA, including Missouri, New York, North Carolina, Ohio and Pennsylvania. To find out if we deliver to you, click “Start Now” and enter your zip code.

Can you deliver my box to my workplace? Gym? Etc?

We sure can! You can enter your zip code into the “Order Now” page to confirm if we ship to your area! Just make sure you provide any shipping instructions, including the business name or buzzer code.

I live in a condo or apartment - how does that work?

If you have a controlled entrance, you are responsible for providing a buzzer code and/or informing your concierge that you are expecting a food delivery. If, for any reason, the driver isn’t able to access your building to complete the delivery, you will be notified and the courier will retry the delivery the following day, or you may pick up your order from the courier depot. If your controlled entrance isn’t easily accessible, or if you’ve had difficulty successfully receiving food deliveries/packages, your box can also be shipped to your office, gym, or to a friend/family member’s home!

How do I dispose of the dry ice properly?

Although dry ice can be super interesting, always ensure to handle it carefully. Typically, the dry ice will have dissipated by the time you receive your box, but if there is some left, you can remove it by carefully picking up the bag from the top and placing the remainder outside to dissipate. The contents within your box may still be cold to touch, so be sure to use oven mitts or gardening gloves for extra precaution!

I received notice that my box has shipped, but can I change my order?

Once your order has been picked up by the courier for shipment, no changes, returns, or re-routes can be applied. You will get a reminder email 2 days prior to your order renewal, and you are responsible for making any required changes before you are billed for your order, and before it is packed/shipped from our facility.

Do you ship to New York?

During these unprecedented times our priority is feeding Americans. While our mission has always been about convenience and connecting people to high quality, local meat products, it’s become so much more than that. It’s about safely connecting Americans to the food they need. At this time we have opened up our shipping beyond the Midwest to other states across the USA, including New York.

Do you ship outside of the Midwest USA?

During these unprecedented times our priority is feeding Americans. While our mission has always been about convenience and connecting people to high quality, local meat products, it’s become so much more than that. It’s about safely connecting Americans to the food they need. We currently ship to any zip codes within Arizona, Illinois, Indiana, Iowa, Kansas, Michigan, Missouri, New York, North Carolina, Ohio, Pennsylvania, Texas, and Wisconsin, that we can guarantee a timely delivery to via third party courier. At this time, we have opened up our shipping beyond the Midwest to other states across the USA, including Missouri, New York, North Carolina, Ohio and Pennsylvania. To find out if we deliver to you, click “Start Now” and enter your zip code.

General

Where is your office based?

We’re based in Illinois.

When are you open?

Our hours are 8:30am-4:30pm Central Monday-Friday. For any questions or concerns outside of those hours, shoot us an email! We do our very best to respond to emails in the evening and on weekends.

Where do you deliver?

We ship to most zip codes across the Midwest as well as Arizona, Kansas, Missouri, New York, North Carolina, Ohio, Pennsylvania, and Texas. You can enter your zip code into the “Order Now” page to confirm if we can ship to your area!

Can I pick up my order?

We don’t have a physical retail space. Orders are placed on our website, and your box is shipped directly to you!

The website says you don’t ship to my area?

When there’s an error with a zip code, it’s caused by one of two things: 1. The third-party courier can’t ensure delivery within an appropriate timeframe 2. The dry ice is a dangerous good due to its low temperature, and the shipping depot isn’t authorized to handle it.

How does it work?

Select which box size you’d like, pick a frequency for your delivery, and then completely customize the products in your order! Orders are placed on our website, and your box is shipped directly to you!

Can I see prices? What is the cost?

We offer two box sizes. The small box is $125 and the regular box is $249. You can build your custom box by clicking the green “Order Now” button in the top navigation panel. Don’t worry - clicking on that button does not commit you to placing an order!

How frequently should we get a box?

We typically recommend that you start with a regular size box once monthly and then change up your frequency as needed. Every person and family is so different that it’s hard to say for sure which frequency and box size will best suit your needs! Lots of factors need to be considered, like how many people you feed, how much you eat at home, how many meals you eat with meat, which cuts of meat you typically eat, and how frequently you entertain!

Can I get a sample to try?

The small size box is a great choice to sample. You can always order a small or a regular box, and then cancel your subscription right afterwards, so that you can give it a try without any future orders renewing!

What do your prices compare to?

Our prices and quality are comparable to your speciality grocers, with the added local factor and the convenience of delivery!

How many products come in a box?

The small sized box includes up to 18 individual portions, and the regular size box includes up to 40 individual portions.

Is there a minimum quantity to order?

Nope, there isn’t a minimum order! We offer two box sizes - the small box is $125 and the regular box is $249. You can skip or cancel at any time, or just order once to try - there’s no commitment or contract!

What do the points mean?

Each of our products is associated with a point value. Our small size box is worth 9 points, and the regulax size box is worth 20 points - so you can customize your contents to fit your lifestyle!

My Account

Can I skip a box? How?

Definitely! From your account, you can use the Reschedule/Skip My Box feature to skip your next box!

Can I choose my next billing date?

Definitely! Your billing date can be adjusted online from your account.

I need to cancel my subscription - how do I do that?

To cancel, just log in through "My Account" in the top navigation bar, then click "Update Shipping Info" on the left side bar. Through there, you can click "Manage Subscriptions" and then "Cancel Subscription". Any comments in your exit survey would be appreciated - we welcome any feedback at all, whether negative or positive!

Is there a fee if I cancel?

Not at all, there are no penalties or fees for cancelling. To cancel, just log in through “My Account” in the top navigation bar, then click into “Subscriptions”. From there, just scroll down to click on “Cancel Subscription”. Any comments in your exit survey would be appreciated - we welcome any feedback at all, whether negative or positive!

How do I order just one box?

Just click on “Order Now” to customize your box, and then cancel your subscription right away so that no orders automatically renew! To cancel, just log in through “My Account” in the top navigation bar, then click into “Update Shipping Info, and then “Manage Subscriptions”.

Can I choose the contents in my box every month?

Definitely! You can change up your products for each order! Just make sure you edit your contents after you receive your box, and before your next scheduled billing date.

What is the deadline to change my contents?

Just make sure you edit your contents after you receive your box, and before your next scheduled billing date! You can log in to your account to see your next billing date.

What is the deadline to skip my box?

Just make sure you reschedule/skip your box after you receive your box, and before your next scheduled billing date! You can log in to your account to see your next billing date.

Where do I check my next billing date and shipping date?

You can find both your billing and shipping dates through your account!

How can I get my box sooner than scheduled?

To generate an invoice immediately, you can click My Account" then "Get My Box Now". Clicking “Get My Box Now” will push an order through immediately – so make sure that you’ve made any necessary content changes to your box, prior to pushing your order through!

Uh oh! My order has been billed but I totally forgot about it!

You are responsible for checking your account for your scheduled billing date, and for looking out for your reminder email before your order is scheduled to bill through. Your reminder email is sent 2 days before your order renews, and you can make changes to your order/subscription up until you are billed.

How can I change my frequency?

You can change your box frequency online, by logging into your account!

How can I change my box size?

You can change your box size online, by logging into your account!

I won’t be home/will be out of town - can I change my scheduled delivery date?

Definitely! You can change your scheduled billing/shipping date online, by logging into your account! Be sure to make any necessary changes prior to your order renewing.

Can I skip my order for a few weeks/months?

Definitely! You can change your scheduled billing/shipping date online, by logging into your account - you can choose a date a few weeks/months ahead if needed!

How do I update my shipping address?

To update your shipping address, just log in to your account and then click into “Update Shipping Info”.

Where can I locate my referral code? What perks do I get?

Every customer has a unique referral code, which you can find by logging in to your account and clicking into “Referrals”. You can share this code with family members, friends, colleagues, and anyone else you can think of! Each time a new customer orders a truLOCAL box with your unique referral code, they’ll get money off their first box - and you’ll get a monetary credit, too! If the person you refer gets a REGULAR ($249) box, they’ll get $25 off their first order, and you’ll get a $35 credit to apply to a future box. If the person you refer gets a SMALL ($125) box, they’ll get $10 off their first order, and you’ll get a $15 credit to apply to a future box. You can redeem your referral credits at any time before your next billing date. There are no limits on how many times your referral code can be redeemed, so share away! You can check to see if you have referral credits to redeem by logging into your account.

I was given a referral code - where do I enter it?

The referral code can be applied at checkout, when ordering a small or regular subscription box. Referral codes cannot be redeemed with promotional, one-off, bulk, or holiday gift boxes. Referral codes cannot be combined with other offers.

I have a promo code - where do I enter it?

The promo code can be applied at checkout, when ordering a small or regular subscription box per the terms of the promotion. Promo codes cannot be redeemed with promotional, one-off, bulk, or holiday gift boxes. Promo codes cannot be combined with other offers.

I have more than one promo/referral code - can I combine them?

Promo/referral codes cannot be combined. If you have more than one code, you can select which one you’d like to redeem at checkout! Promo codes cannot be redeemed with promotional, one-off, bulk, or holiday gift boxes - they are valid only with small or regular size subscription boxes.

Products

What do the animals eat?

We have both grass-fed, grass-finished beef, as well as grass-fed, corn-finished beef. We also have grain-fed non-GMO chicken, and vegetable-fed pork.

Where do I see the portion sizes?

Once you’re building a box, you can click “Learn More” on each product to see a pop-up with a description, the approximate weight, and other helpful info!

Where do I see the ingredients?

Once you’re building a box, you can click “Learn More” on each product to see a pop-up with a description, ingredients, and other helpful info!

How many cuts are in each vacuum-sealed package?

Where possible, the majority of our products are individually packaged. For some smaller cuts like sausages, burgers, or chicken breast, it works best to package them together.

How often are new products introduced?

We work on introducing new products every month as we continue to grow! The products shown on the website are what is currently available to order. Believe it or not, we started out with just a small selection of products like steak, bacon, sausage, and chicken! We do track each request that we get, so if there’s something in particular you’d like to see added, definitely let us know!

Which suppliers and farms do you work with?

The suppliers and farms we partner with are listed on our suppliers page - check it out!

What is the grade of the steaks?

The grade can vary based on the cut of meat and the supplier. Feel free to click on the “Learn Button” on each product for more information!

Are the chickens raised in cages?

The chickens are cage-free, and they have plenty of space to roam around and be their best chicken selves!

Do the animals eat non-GMO feed?

Our chicken products are Non-GMO Project Verified.

What do you mean by no “ADDED” hormones?

All animals naturally have hormones - just like you and i. Products that are “raised without the use of added hormones” have no supplemental hormones or growth promotants given to the animal.

What do you mean by 'antibiotic free'?

“Antibiotic free” products and products “raised without antibiotics” have some differences. Products that are “antibiotic free” have experienced a withdrawal period before processing. Animals that are “raised without antibiotics” are never given antibiotics during the course of their lives. Check out our amazing suppliers that offer RWA products!

Do the product options change or stay the same?

We work on introducing new products every month as we continue to grow! The products shown on the website are what is currently available to order. Believe it or not, we started out with just a small selection of products like steak, bacon, sausage, and chicken! We do track each request that we get, so if there’s something in particular you’d like to see added, definitely let us know!