What to Do If Your Meat Delivery Has the Wrong Item

By Anna Smith•

Let me start by saying this: mistakes happen. Even with the most meticulous sourcing and quality control systems—and at True Nature Meats, we take that seriously—occasionally a package gets mislabeled or a box gets mixed up during fulfillment. What matters is how you handle it, because food safety is never something to guess about.

When you open your delivery and find a cut or product that doesn't match what you ordered, here's exactly what to do.

Step 1: Don't Cook It. Don't Taste It. Stop.

I know the temptation. You're hungry. The package looks fine. Maybe it's even something you'd enjoy—a Ribeye Steak instead of a Classic Sirloin, or Japanese Teriyaki Chicken instead of Buffalo Chicken Breast. But here's the hard truth: you don't know how that specific item was handled, stored, or for how long it's been in transit relative to its intended temperature window.

Different meats have different fat contents, marinade compositions, and moisture levels. A pre-cooked Wagyu Sirloin Steak and a pre-cooked Texas Smoked Brisket, for example, have very different thermal properties. If the wrong item ended up in your box, there's no guarantee it was packed at the same time or under the same conditions as what you ordered. Food safety rule number one: when in doubt, throw it out—or at minimum, don't eat it until you've confirmed it's safe.

Practical takeaway: Keep the item frozen or refrigerated. Do not thaw, cook, or consume it.

Step 2: Check the Temperature (This Matters More Than You Think)

Before you do anything else, verify that the meat is still at a safe temperature. Your delivery should arrive frozen or at least below 40°F. If the incorrect item feels warm, has ice crystals that look melted and refrozen, or shows any signs of thawing and temperature abuse, it's a food safety red flag.

Here's what to look for:

  • Frozen solid: Likely safe, but still don't cook it until resolved.
  • Partially thawed but cold (below 40°F): Generally safe if handled promptly.
  • Warm to the touch or above 40°F: Discard immediately. Do not take risks with bacterial growth, especially on pre-cooked meats where the surface area has been exposed during processing.

Why this matters: Pre-cooked meats like our Brazilian Garlic Steak or Tennessee Pulled Pork have been fully cooked, but they're not sterile. Once they thaw, any bacteria introduced during packaging can multiply. Temperature abuse compounds that risk.

Step 3: Document Everything—Photos, Labels, and Packaging

Grab your phone. Take clear photos of:

  • The incorrect item's packaging (front and back, showing the label)
  • The shipping box and any packing slips
  • The item you did order (if you still have the packaging or order confirmation)

This isn't about being difficult. It's about giving the customer service team the information they need to fix the problem quickly. A photo of the label tells them the exact product code, lot number, and production date. That helps them trace where the error happened—whether at the packing facility, during labeling, or in transit.

Pro tip: Keep the original box and any ice packs or insulation until the issue is resolved. Sometimes the shipping label itself reveals whether the box was misrouted or mispacked.

Step 4: Contact Customer Service Immediately

This is where True Nature Meats' commitment to TRUE Value and TRUSTED service comes into play. Reach out through the contact method provided with your order—email, phone, or the website's support portal. Be ready with:

  • Your order number
  • Photos of the incorrect item
  • A description of what you ordered versus what arrived
  • Whether the item is still frozen or has thawed

What to expect: A reputable company will make this right. At True Nature Meats, we stand behind every cut that leaves our facilities. We'll either send a replacement of the correct item or issue a refund. We don't ask you to return the incorrect item—especially if it's perishable—because that introduces additional food safety risks.

One caveat: If the incorrect item is a different type of meat entirely (say, you ordered Hawaiian Kalua Pork and received Mediterranean Chicken Breast), and it's still frozen and properly handled, you might be offered the option to keep it. That's your call. But never feel obligated to accept a substitution you didn't order.

Step 5: If You Keep the Incorrect Item—Know How to Cook It

Let's say the mistake works in your favor. You ordered Classic Sirloin Steak but received a Ribeye Steak. Both are pre-cooked, but they have different characteristics. Here's what you need to know:

  • Ribeye Steak: Higher fat content, more marbling. Reheat gently—a hot skillet for 1-2 minutes per side, or until internal temperature reaches 130-135°F for medium-rare. Don't overcook; the fat renders quickly and can become greasy.
  • Classic Sirloin Steak: Leaner, firmer texture. Reheat similarly but watch closely—it can dry out faster than ribeye. Aim for 130°F internal.

If you receive a completely different meat type: For example, you ordered Wagyu Sirloin Steak but got Texas Smoked Brisket. Brisket is already shredded and smoked. You'd reheat it differently—steam it or warm it in a covered pan with a splash of broth to restore moisture. Don't treat it like a steak.

General rule: All True Nature Meats products are pre-cooked, so you're just reheating. But the method matters. Thicker cuts (steaks) do well in a hot skillet or oven. Shredded meats (pulled pork, brisket) benefit from gentle, moist heat. Chicken products should reach 165°F internal for safety.

Step 6: Prevent Future Issues (But Don't Stress)

Mistakes are rare, but you can minimize the chance by:

  • Double-checking your order confirmation immediately after placing it
  • Noting any special instructions (like "leave at door" or "require signature")
  • Checking the packing slip against the items as you unbox

That said, don't let a single hiccup shake your confidence. The reality is that when you order from a company that sources premium meats from Argentina, Uruguay, Brazil, Australia, Japan, and the American West—and then cooks and smokes them in USDA-certified facilities using old-school methods—you're getting a product that's been tested, refined, and proven. One wrong label doesn't change the quality of what you did order.

The Bottom Line

If your delivery contains an incorrect item: don't cook it, document it, check the temperature, contact customer service, and follow their guidance. If you end up keeping it, adjust your cooking method to match the cut. And remember—True Nature Meats exists to bring families together around the table, not to cause stress. We'll make it right, because that's what TRUSTED means.

Now go ahead and enjoy the correct meal you ordered. Your table is waiting.

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