LILY HILL FARM — SHIPPING & PERISHABLE GOODS POLICY

Effective Date: August 12, 2026

This policy is part of our Terms of Service. It contains important limits on our responsibility for shipments. Please read it before you order.

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1. WE SHIP PERISHABLE FOOD. THAT CHANGES THINGS.

Beef is shipped frozen, packed in an insulated container with dry ice or gel packs, and is designed to arrive frozen or partially frozen. A successful delivery depends on someone receiving the box promptly. The single most common cause of a failed delivery is a box sitting outside in the heat.

2. WHERE WE SHIP

2.1 We ship to street addresses in the contiguous 48 United States. We do not ship to PO boxes, APO/FPO addresses, freight forwarders, or package consolidators.

2.2 We do not ship to Alaska, Hawaii, or internationally. Orders placed to excluded destinations will be cancelled and refunded. Occasionally, if UPS determines they can not deliver to your address within 48 hours, you will not be able to complete your checkout. This prevents product arriving to you spoiled. 

2.3 Skincare and non-perishable Products ship separately and may go anywhere we can lawfully ship.

3. WHEN WE SHIP

3.1 Processing time. Orders are processed within 1–3 business days.

3.2 Ship days. To keep boxes out of weekend carrier facilities, we ship perishable orders Tuesday, and Wednesday only. An order placed Wednesday afternoon will generally ship the following Tuesday.

3.3 Transit. Perishable orders ship via UPS 1-2 service. Transit time is the carrier's estimate, not a guarantee, and is not something we control.

3.4 Cutoffs. Around major holidays and during extreme weather we may adjust or suspend shipping. We will post cutoffs on the Site and notify you if your order is affected.

4. HEAT, COLD, AND SEASONAL HOLDS

4.1 During periods of extreme heat or cold, we may hold your order and ship it the following week to protect the Product. We will email you if we do.

4.2 If you would rather cancel than wait, reply to that email within 48 hours and we will refund you in full.

4.3 We may decline to ship perishables to certain destinations during summer months where transit time and forecast temperatures make safe arrival unlikely.

5. YOU MUST BE ABLE TO RECEIVE THE BOX

5.1 Signature. Perishable shipments are sent without signature required and are typically left at the door.

5.2 Your responsibility. You are responsible for retrieving your shipment promptly on the day it is delivered and for immediately refrigerating or freezing the contents. Watch your tracking. If you will not be home, ship to a work address, a neighbor, or reschedule.

5.3 What we are not responsible for. We are not responsible for loss or spoilage caused by:

• a box left unattended after successful delivery;
• an incorrect, incomplete, or outdated shipping address you provided;
• a refused delivery;
• a delivery to a building, front desk, or mailroom that does not promptly forward it;
• your absence for an extended period;
• a carrier delay, weather event, or force majeure event; or
• your failure to follow the handling instructions on the package.

5.4 Address changes. We cannot change an address once a label is created. Contact the carrier directly.

6. RISK OF LOSS — WHEN THE PRODUCT BECOMES YOURS

Title and risk of loss pass to you when the carrier records the shipment as delivered to the address you provided.

After that point, the Product is yours, and any loss, theft, spoilage, or damage is your responsibility, except for a valid claim under Section 8 (Arrival Condition) or Section 9 (Lost or Substantially Delayed Shipments) below.

7. UNDELIVERABLE, REFUSED, AND RETURNED SHIPMENTS

7.1 If a shipment is returned to us as undeliverable or refused, the Product cannot be restocked or resold for food safety reasons and will be discarded.

7.2 No refund is issued for a perishable shipment that is undeliverable or refused due to an address error, refusal, or your unavailability. We may, as a one-time courtesy and at our sole discretion, offer a partial credit. This is a courtesy, not an entitlement, and does not create a course of dealing.

7.3 If the shipment was undeliverable because of our error or the carrier's error, we will reship at no cost or refund you in full, at your election.

8. ARRIVAL CONDITION — INSPECT IMMEDIATELY

8.1 Inspect on arrival. Open and inspect your shipment as soon as you receive it.

8.2 What is normal. Meat that arrives frozen, partially thawed but still cold to the touch (at or below 40°F), or firm with some softening at the edges is normal and safe. Refreeze or refrigerate it. Dry ice fully sublimating during transit is expected and is not a defect. Vacuum-seal packaging may show frost, minor discoloration, or "freezer burn" appearance on the surface; this does not affect safety.

8.3 What is a problem. Contact us if the Product arrives warm to the touch, at room temperature, visibly spoiled, off-smelling, or with the vacuum seal broken on multiple packages.

8.4 Deadline and documentation — strict. You must report an arrival condition problem within twenty-four (24) hours of the carrier's recorded delivery time, by email to contact@lilyhillcattle.com, with:

1. your order number;
2. photographs of the unopened box exterior, the packaging inside, and the affected Product;
3. the coolant condition as found; and
4. a description of the problem.

Keep the Product refrigerated until we respond. Do not discard it before we respond — we may need additional photographs.

8.5 Deadline is a condition, not a formality. Claims reported after 24 hours, or without the required photographs, may be denied. We cannot verify condition after the fact and cannot make a carrier claim without documentation.

8.6 Remedy. For a valid claim we will, at our election, replace the affected Product or refund its purchase price. That is your exclusive remedy for arrival condition, subject to the limitations in Sections 20 and 21 of the Terms of Service.

9. LOST OR SUBSTANTIALLY DELAYED SHIPMENTS

9.1 If tracking shows no movement for 3 business days, or the carrier declares the shipment lost, contact us and we will open a carrier claim.

9.2 For a perishable shipment confirmed lost or delayed beyond safe transit through no fault of yours, we will reship or refund at your election.

9.3 Report a lost shipment within 7 days of the last tracking scan.

10. SHIPPING CHARGES

10.1 Shipping is calculated at checkout based on weight, destination, and packaging required. Perishable shipping costs substantially more than standard parcel shipping because of insulated packaging, coolant, and expedited service.

10.2 Shipping charges are non-refundable except where we cancel your order, where a shipment fails through our error, or where required by law.

10.3 Any advertised free-shipping threshold applies to the Product subtotal before tax and after discounts and may exclude certain destinations or oversized orders.

11. SPLIT SHIPMENTS

Orders containing both perishable and non-perishable Products may ship in separate boxes, on different days, with separate tracking. You will not be charged twice for shipping on a split order that we chose to split.

12. CONTACT

contact@lilyhillcattle.com — please include your order number in the subject line. For perishable claims, speed matters more than detail; send photographs first and we will follow up.