Shipping policy

Shipping & Handling Policy – Lowfeld Soul Food

  • Please note:  We aim to ship orders within two weeks of receipt (often sooner). If you require a faster turnaround, please contact us, and we will accommodate when capacity allows.
  • All products are made to order for peak freshness. Choosing 2‑day cold container or overnight shipping ensures that your order spends as little time as possible in transit.
  • In most instances, we use UPS for our shipping. Please be aware that UPS does not operate on federal holidays, which may affect our shipping schedule and result in delays.

Shipping Options:

  • Once we ship within the 2-week period, we offer a range of shipping methods. We recommend selecting 2-day or cold shipping for hot climates to ensure your products arrive in optimal condition. While slightly more costly, these options help prevent spoilage and maintain freshness.
  • Wet biltong is prone to molding due to the higher moisture content. We cannot guarantee and will not be responsible for biltong that molds if the standard 3-day shipping was used. We will replace biltong that molds when the 2-day cold container option is used.
  • Please note that we are not liable for climate effects once the package leaves our possession, as shipping conditions are beyond our control. Most shipments are handled by UPS. Keep in mind that deliveries towards the end of a route may take longer due to warm trucks. If your delivery is close to the end of a route, we recommend selecting a faster shipping method.

Shipping Terms & Conditions:

  • Our cured products, Steve's Variant, such as biltong and droëwors, are preservative-free and designed for maximum freshness. They can last longer when refrigerated, but mold may develop in humid North American climates if not stored properly. We recommend storing your products in a cool, dry place, preferably in the refrigerator. We are not liable for mold or spoilage caused by improper storage at home, nor for spoilage resulting from products left outside or in hot environments after delivery.
  • To store biltong and droëwors for longer than a week, we recommend freezing them. Moisture in the plastic bag will cause the product to mold even in a cool, dry location. We recommend storing it in a paper bag as it absorbs moisture. 
  • Once your order ships, you will receive a tracking number—tracking is your responsibility. If mold, spoilage, or any other concerns are noticed at delivery, please send us photos immediately. We will make every effort to rectify the issue.

Shipping Costs:

  • Fresh Products (boerewors, pies, etc.): Shipped over 1-2 days (depending on your location), frozen or slightly thawed, using specialized packaging (cost includes ~$7 per box, plus $15 for dry ice and a 2-day shipping rate). We cover all shipping costs on orders over $45, up to 20 lbs.  Faster options are available for those in hot climates.
  • Cured Meats (biltong, droëwors): To preserve quality, they are shipped over a 3-day period. Faster options are available for those in hot climates.
  • Combining fresh and cured meats incurs an additional $15 fee, as they are often shipped separately.
  • Orders are processed Monday through Wednesday to ensure delivery before the weekend. Shipping times depend on your location and the service chosen (UPS or USPS). Overnight shipping rates are available at checkout.

Delivery & Storage:

  • Your order arrives frozen or chilled, packed with dry ice to keep it cool for 1- 2 days. Products are vacuum-sealed and may arrive frozen, slightly thawed, or chilled; as long as they feel cool (below 42°F), they are safe to cook or refreeze.
  • Store cured meats in a cool place or freeze for up to 12 months. Freeze vacuum-sealed meats upon receipt; freeze for up to 6 months.

Thawing:

  • Thaw in the refrigerator overnight, keeping the product sealed for optimal flavor. Alternatively, thaw in cold water (changing water every 30 minutes). Do not defrost using a microwave.

Important Notes:

  • If there are any problems with a delivered product, you must notify us within 24 hours of delivery. We cannot resolve any product issues after this period, as we have no control over the product once it is delivered. We will not refund any costs after this period. 
  • We are not responsible for incorrect addresses or theft after delivery.
  • Weather and unforeseen circumstances can cause delays; we do our best, but cannot be held liable for delays.
  • Packages are left at your door without signature; please refrigerate or freeze promptly to prevent spoilage.

Thank you for choosing Lowfeld Soul Food. We’re dedicated to delivering quality products and appreciate your understanding of our shipping policies.