What is Route+?

Route+ is an optional premium package protection for our online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours. 

Purchased Route+ and need to file a claim? File here

I purchased Route+ and my order arrived   damaged. What do I do?

To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours. 

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at (info@lonemountainwagyu.com) and we will be happy to work with you to remedy the situation.

What are Route’s terms and conditions? 

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions

What if I didn't purchase the Route+ insurance at checkout and something happened to my order?

Just reach out to us at info@lonemountainwagyu.com and let us know the issue. We are still always here for every step of the way! 

How will you ship my Wagyu so it arrives safe and fresh?

With the exception of our Beef Jerky, which arrives in our resealable bags, all of our products are shipped in individually vacuum-sealed packages (Unless otherwise noted). They are frozen and shipped with dry ice. It is normal for the dry ice to evaporate and some thawing to occur particularly during summer months, but as long as the products arrive under 39 degrees and below, have no fear as it is still safe to enjoy. We ship via UPS in our eco-friendly Thermopods whenever possible.

I just placed my order and I’m drooling with anticipation. When will my order arrive?

It depends on when you ordered… Due to the perishability of our Wagyu, we can’t ship over the weekend. Orders placed before Tuesday 10am CST will ship out the same week via Standard Shipping. Orders placed after that cut off time with Standard Shipping will not ship until the following Monday. We do offer 2-Day and Overnight Shipping options to get your Wagyu to you sooner. Please check our handy chart on our Shipping Page to see our different methods of shipping and estimated arrival times. If you have any special requirements/questions, send us an email at info@lonemountainwagyu.com and we’ll happily help you out!

Do you offer free shipping?

Yes we do! Orders require a minimum order subtotal of $100.00 to qualify for free ground shipping. Alaska/Hawaii addresses are excluded from using ground shipping (including free ground shipping) option due to the distance from our warehouse.

We also offer Free 2nd Day Air shipping on orders of $200 or more which Hawaii/Alaska residents are eligible for! Discounts or promotions that bring the order below the minimum thresholds are not eligible for free shipping unless the minimum is met. 

I entered the wrong shipping address, what can I do?

As long as the order hasn't shipped yet, we can correct the shipping address without any further issues. Please send us an email ASAP so we can intercept the order before it leaves our warehouse.

Unfortunately, once the order ships and you try updating the address it'll add delays that will ultimately cause the order to arrive thawed. We send an order confirmation email immediately after placing the order and it is the customer's responsibility to verify their shipping address is correct before the order ships out.  We are not responsible for orders that have shipped to the wrong address as a result of customer entering incorrect shipping information. 

Why do you have minimum orders? Why can’t I just order 1 or 2 steaks?

We offer our Wagyu in multiples based on what fits in a box. We need our Wagyu to fit in nice and snug so that they stay frozen and arrive safely to your door. For our steaks this is quantities of 4. Larger cuts such as our roasts can be sold individually.

How thick are your steaks?

Every steak will have some variance, but here’s what you can generally expect:

• Filet Mignon & Baseball Steak: 2”
• Ribeye Steak: 1 ½”
• Strip Steak: 1 ½”

I received my Wagyu! Now what… ?

• Not digging into your Wagyu right away? Place your vacuum-sealed packages in your freezer upon delivery. Your meat should be good for up to 12 months in your freezer.. although we doubt it will stay there that long!
• Have some time? Thaw your beef in the refrigerator for up to 48 hours. This is the best way to thaw, allowing the Wagyu to retain all of its natural juices for exceptional flavor.
• Hungry now? Keep you Wagyu in the vacuum-sealed package and submerge in a bowl of cold water for a few hours.
• Change of dinner plans? Thawed Wagyu still in the vacuum-sealed package can be safely refrozen as long as they have remained refrigerated and not been thawed for longer than a day.

I placed my order via overnight on Friday. Will it arrive on Saturday?

• Not all areas are available for Saturday Delivery. Please reach out to info@lonemountainwagyu.com to confirm, as we do not automatically ship overnight orders for arrival on Saturday. By default, orders with overnight shipping received on Thursday after 10am CST or Friday, will ship out on Monday to arrive on Tuesday. 

• If you place your order before 10am CST Thursday via overnight, your order will ship out on Thursday to arrive on friday.

I’m not used to cooking such expensive and delicate beef. What’s the best way to prepare Wagyu?

We recommend simply seasoning with sea salt and fresh ground pepper and never ever ever cooking past Medium Rare! Visit our Blog for other Recipes and Tips.

Is Wagyu the same thing as Kobe?

No, but this is a very common question. Although all Kobe is Wagyu, not all Wagyu is Kobe. Wagyu is the breed of cattle, which hails from Japan, and is famed for its dense marbling and flavor. Kobe beef comes from Wagyu cattle that meet very strict guidelines and are born, raised, and slaughtered the Hyogo Prefecture of Japan, whose capital city is Kobe. Wagyu beef from the US could never be Kobe beef, even though you might see “American Style Kobe” on a restaurant menu. We raise 100% Fullblood Wagyu, which is Wagyu cattle that have never been crossbred so it maintains all the lovely qualities Wagyu is known for.

What is the BMS? What is IMF?

• BMS is the Beef Marble Score, a scale used by The Japanese Meat Grading Association to measure the quantity and quality of intramuscular fat (marbling) produced by one cattle.
• IMF is Intramuscular Fat, commonly known as marbling. It’s measured as the ratio of lacy fat in the meat and is a critical factor used around the world to determine the quality of meat.

I would love to see your Ranch in action! Can I come visit?

While we would love to host all of our customers, Ranch tours are currently not available.

Bummer! Well I live in the area.. Can I come pick up my Wagyu there?

Sorry, no again. Because we’re such a small operation, we don’t have the capacity to fabricate our own steaks. We have a fantastic partner that does this for us and we ship from there, which means there’s no beef at the Ranch.

I'd like to cancel my order. How can I do that?

We most certainly can cancel the order but we can only do so if the order hasn’t shipped. Please send us an email at info@lonemountainwagyu.com before 10am CST the day your order is supposed to ship with the request. Once the order ships, we can no longer cancel the order.

I received a damaged or incorrect product. What now?

First off, we’re sorry about that! Please have your order number ready, take some pictures of the damage or incorrect product and send them to us so we can review and log it. Please send pictures to: info@lonemountainwagyu.com We’re always looking for ways to improve our products and pictures/feedback help us do this.

Please send photos of the following to get the claim processed:

• Damaged product inside the box
• Packaging material
• Damaged product outside of the bo
• Shipping label with Tracking number
• Top and 2 sides of the box
• Bottom and the opposite sides of the box
• Box Manufacture's certificate

I have a special request. Can you accommodate?

We can try our best to accommodate your special request but please send us an email first to see what we can do. You can send us an email at info@lonemountainwagyu.com

I'd like my order to ship at a later date. Can you help?

Please send us your order# as soon as you place the order to info@lonemountainwagyu.com with your request. As long as the order hasn’t shipped, we should be able to ship your order to a later date.

Can I use the same packaging the steaks came in to Sous Vide the steaks?

We suggest re-packaging the steak in a new plastic pouch. Our packaging is not designed for cooking and may cause issues to the beef during cooking. Please re-package in material meant for water-submersion and heating 

What forms of payments do you accept?

We accept the following forms of payment:

• Paypal
• Visa
• Mastercard
• American Express
• Discover

I'd like to cancel my Wagyu Club Subscription. How can I cancel it?

We're sorry to see you go! Please sign into your account from the Wagyu Club Page. You can get to it from here. From there, scroll down to "Already have an account?" and click on that link. You'll be prompted to sign in with your credentials. From there you can manage your subscriptions, including canceling. 

• Please note, you can log into your Wagyu Club subscription through the "sign-in" link at the top of our page then click on "Manage Membership" to navigate to the Wagyu Club Membership page. 

 What are your business hours?

We respond to all inquiries within 24 hours, Monday through Friday 9am-5pm PST. All emails received after business hours, holidays or during the weekend will be answered on the next business day. 

Why can't I call you?

We don't have a contact phone number available because we are all working from home at the moment. Rest assured, we monitor our emails on a regular basis and will respond to your email as quickly as we can.