FAQ

LIST OF FREQUENTLY ASKED QUESTIONS BY OUR CUSTOMERS

HOW CAN I CONTACT YOU?

There are many possibilities. Detailed contact details can be found in the CONTACT tab. You can contact us by e-mail by sending an email to  sklep@bbq.pl or via the contact form. Your inquiry will be processed as soon as possible by one of our client advisors! You can also contact us on our  Facebook  or  Instagram page. If you have an urgent inquiry do not hesitate and call. An advisor from customer service is available by phone: +48 606 351 072. You can contact us by phone from Monday to Friday from 8:00 to 16:00.

WHAT CONSTITUTES THE COST OF THE SHIPMENT?

We try to create the best conditions for your meat during the transport of the package. For both fresh and frozen meat, it is necessary to adequately protect the temperature of which consists of cardboard, well insulated polystyrene packaging, cooling pads and high-quality vacuum packaging ensure freshness of the meat. In addition, express courier (with next-day delivery) is carried out so that it reaches the Customer as soon as possible and that the cold chain remains preserved. Each package is carefully, hand-packaged and thoroughly checked before shipment.

DOES FREEZING AFFECT THE QUALITY OF THE MEAT?

Professional (fast) freezing of meat at very low temperature (-18°C) guarantees the maintenance of the highest quality culinary meat. Meat frozen professionally can be kept in the freezer for many months. This is an attractive option for those who intend to use part of the purchased meat later than a few days after delivery. It is also necessary to remember to slowly thaw before preparation (e.g. the day before preparation can be put in the refrigerator, so that slowly the meat thawed).
We freeze our products professionally!

CAN I BUY YOUR PRODUCTS IN A BRICK-AND-MORTAR STORE?

BBQ.PL is an online store and we do not have our own company stationary store. You can place orders 24 hours a day on our website. However, we also supply products under our Tendermeat brand to leading retail chains in Poland such as Auchan or Carrefour.

HOW CAN I PREPARE MY PURCHASES?

We invite you to use the database of recipes and culinary tips on our RECIPE PAGE..

CAN I PLACE AN ORDER BY PHONE?

So during office hours from Monday to Friday from 8:00 to 16:00 you can place your order by phone at any time. Our customer advisors will be happy to advise you on choosing the right steak or other product.  They will answer any questions regarding meat and delivery conditions. Call. We will be happy to accept your order.

HOW ARE YOUR PRODUCTS PORTIONED AND PACKAGED?

We sell both Polish and imported products in the following variants: • we portion in the steak factory and pack vacuum in vacuum;• we offer in full, in elements.

HOW DO YOU SECURE YOUR SHIPMENT?

All of our shipments are picked up by a UPS courier every day around 2 p.m. We pack our goods in special containers, filled with cooling elements. The number of cooling cartridges depends on the outside temperature and the number of products, whether the product ordered is frozen or cooled. In this way, we ensure that the cold chain is not interrupted at all times of delivery.

HOW DOES TRACKING WORK?

Each package receives a unique tracking number from UPS. You will receive this number from us by email on the day of shipment. By entering your tracking number on the UPS page, you can check what stage your shipment is currently in.

DO I NEED TO PICK UP MY SHIPMENT IN PERSON?

Since we work with groceries that require the right storage temperature, we agree with you on the exact delivery date. More details about delivery times can be found in the DELIVERY AND PAYMENT TAB in section 5 of the DELIVERY DATE. Please understand that we cannot simply leave the shipment in front of the door if we want to keep the products :) durable and fresh. If you want us to leave a shipment with your neighbor, for example, make sure it's kept in a cool place until you can pick it up.

WHAT ARE THE SHELF LIFE LIMITS FOR YOUR PRODUCTS?

The length of shelf life of individual products varies depending on the type and species of meat, depending on whether the product is frozen or cooled. Detailed information on this can be found in the "Product Details" tab on the product pages. In addition, we indicate on the product label the shelf life of individual products.• We guarantee a minimum shelf life of 7 days for cooled beef steaks.• For cooled beef elements intended for maturation, a minimum shelf life of 14 days. • The minimum shelf life for chilled lamb is 7 days.• We guarantee a minimum shelf life of 90 days for frozen products.

WHAT IS THE COMPLAINT PROCESS?

For us, your satisfaction and satisfaction with the product is crucial. If you are not satisfied because your goods are damaged or thawed! No problem! When submitting a complaint, pay attention to the following issues so that the process is as efficient as possible: All complaints and complaints are accepted by phone within 24 hours of receiving the shipment. Please leave the advertised products in their original packaging and keep them refrigerated until the problem is explained. Obvious technical damage to the packaging during transport must be immediately reported to the supplier and confirmed by the supplier of the consignment. Damage caused during transport, which was not immediately noticed, must be reported to the carrier in writing within 24 hours. Reasonable product defects will be taken into account by us (take and send us product photos and labels with a shelf life) and the products will be replaced and delivered immediately. Unfortunately, we are no longer able to take into account complaints of goods whose defects were not reported within the above mentioned deadline. Please keep in mind that meat is a biological commodity and certain quality issues can happen even if it has been properly stored and is on time.

More about the complaint process can be found in TERMS AND CONDITIONS of the online store  § 11.

WHAT SHOULD I DO IF I HAVE RECEIVED THE WRONG GOODS OR ARE MISSING PRODUCTS?

As a rule, each order is checked several times by our employees. However, errors can happen. If you find products other than the ordered in your order, place the goods in a cool place and immediately inform us (within 24 hours). In the case of missing products, if the carton is intact and one or more items are missing, please immediately notify by e-mail or phone.

THE SHIPMENT IS DELAYED OR WILL THE MEAT BE FIT FOR CONSUMPTION?

Our storage tests have shown that the packages we send guarantee cooling up to 48 hours. Since we usually deliver within 24 hours, there is adequate time and you can accept a late shipment. If the products are cool at the time of delivery, the meat is safe for consumption.

WHAT IS IT LIKE WHEN DELIVERIES ARE DELIVERED DURING THE HOLIDAY SEASON?

During these periods, we expect more orders. If any delays are anticipated, we will keep you informed on our website and on social channels. Pay special attention to news feeds BBQ.PL before Christmas and Easter like Facebook  and  Instagram.

*This page has been machine translated.