Shipping policy

Where we ship

We ship across the United States and to Canada, out of our mill in Missouri City, Texas.

Everything we make is refrigerated and has no preservatives, so the cold chain limits how far a parcel can travel and still arrive cold. Enter your zip at checkout and it will tell you straight away whether we can reach you.

What it costs

Within the United States:

Standard: $8
Standard: free on orders of $50 or more
Express: $15

To Canada: calculated at checkout by USPS or DHL Express, based on the weight of your order and where it is going.

Whatever you are charged is shown in full before you pay.

Canadian orders may be charged duties, taxes or customs handling when they arrive. Those are set by the carrier and the border agency rather than by us, and they are paid by you. We cannot tell you the amount in advance and we cannot refund it.

When it leaves and when it arrives

Orders leave the mill within one business day. Delivery takes two to three days from there.

Orders placed after 12pm Central are picked up the next business day.

We dispatch Monday to Wednesday. Anything ordered later in the week goes out the following Monday, so no parcel sits in a depot over a weekend and arrives warm. If you need an order to land on a particular day, email us before you order and we will tell you what is possible.

Everything is milled and pressed to order rather than pulled from stock, so a large order can take longer to leave. We will tell you if that is the case.

How it travels

Cold, in insulated packaging. Put it in the fridge, sealed, as soon as it arrives. There are no preservatives holding these together, so refrigeration is doing the job the chemicals would otherwise do.

If your order arrives warm

Email us at melvinmathew@primemillers.com with your order number and a photo of the pack. If it did not arrive cold we will replace it or refund it, and you do not need to send anything back.

If your order is late or has not arrived

Tracking goes out as soon as your order ships. If it has not moved for two business days, email us and we will chase the carrier and sort it out.

Once a parcel is with the carrier we do not control how fast it moves. What we do control is making it right if it arrives in poor condition, and we will.

Wrong or incomplete address

Check your address before you pay. Food we have already shipped cannot be resold, so a parcel that comes back to us because the address was wrong cannot go out again.

If that happens we will refund the value of the food and keep the shipping cost, and you are welcome to place a new order. If you spot the mistake before the parcel leaves the mill, email us straight away and we will fix it at no cost.