Terms of Service

SGR Online Ordering System Terms of Use - Updated 4/29/2024


Ordering

Online Order Totals 

Online cart totals are approximate at checkout. Almost all of our products are sold by exact package weight. We do our best to use accurate estimates, but occasionally your final total may be more or less than quoted during the checkout process. Rest assured that you will only pay for what you actually receive. Your final charge and total will be emailed with the "Your Order Is Packed" email, and found in your order history. 

Online Inventory Accuracy

We work really hard to maintain an accurate inventory so that your shopping experience is pleasant and productive. However, occasionally there may be issues that cause the available inventory to be lower than expected. If this occurs, we will try to contact you prior to the drop you select to see if you would like to make a substitution. For this reason, when you register, it's good to provide the best phone number so we can reach you with questions about your order. We probably have to contact customers for this reason on one out of 75 orders, so it's not a common issue. Text is our favorite mode of communication.

Please note that inventory is not actually secured until you fully place your order. This means that if you are browsing and place items in your cart, but do not complete checkout then but plan to come back later, it is possible some items may sell out before you "get back." For your convenience, we allow editing of confirmed orders until the deadline for a particular pickup location so that you can secure the inventory you know you want, even if you are not quite finished with your order. 

Waiting List/Holding Policy 

If there is a particular product out of stock and you wish to be informed when it becomes available, please let Jerica know via our contact page on this site. She will contact you via email. If you contact us with a request to be on a waiting list for a particular item, we will only hold that item for you for one delivery cycle to your area and reserve the right to ask you to prepay to hold the item. If you do not choose to place an order for pickup at the next available cycle, we will pass the special item on to someone else and refund your payment less a small handling fee.

Order Fulfillment

We strive to give accurate inventory numbers on our website so that we can fulfill orders according to request. Should any product ordered not be in stock at the time of fulfillment, you will not be charged for those items. We do not offer backorders. Any unfulfilled product should be ordered again when it comes back in stock. 

Pricing

We reserve the right to correct typographical errors in pricing. Prices are subject to change without notice and are not guaranteed unless cart checkout is completed with price in effect.

Pickup Day

Drop-Point Minimum

We are truly a family-run business. Most of the work is done by Matt and Jerica with the support of our children, the grandparents, an employee or two, and occasional volunteer help on the side. That said, we reserve the right to cancel a drop point delivery if the total amount ordered is not enough to cover our time and travel to the drop point (there is no individual minimum order). In almost 12 years of farming and hundreds of Drop-Days, this has happened only once or twice, so it is extremely rare! If it should happen, we will notify relevant customers prior to the drop by phone or email. Please spread the word among friends to help us increase the orders for a given drop point! You may even gather enough interest to host a drop at your own home or business! Don't forget--even if we don't yet offer a drop in your town, you can always come out and pick up at the farm! And now we ship!

Pickup Day Contact

By placing an order through our online system, you consent to a one-time use of your account phone number to communicate via text and/or phone during pickup day or if we have questions during order fulfillment or issues with billing. After your pickup takes place, your number is removed from our texting service until you place a new order, at which time consent to contact by phone or text is renewed for the purpose of facilitating order fulfillment and delivery. Examples of communications via text are: reminders of pickup time and location later that day; any special delays or circumstances pertaining to your pickup; any order fulfillment questions. We do not sell phone numbers or use them for marketing purposes. If we begin offer text marketing/order reminders, you will have an opportunity to opt in, but we will not opt you in without permission.

Pickup Day No-Shows and Last-Minute Cancellations

Please plan to make all efforts to pick up your order on time at the location you specify during checkout. You understand that if your order is not picked up or if you must cancel AFTER your pickup site's deadline has expired, you may incur a non-refundable restocking charge of $10 or 10% of the total, whichever is greater. Typically, this will take place through cancellation of your order and refund of all but the restocking fee amount. However, if you contact us early, we may be able to hold your order for a later pickup date with payment of a transfer fee. If your order contains highly perishable items like fresh produce, eggs, etc, we reserve the right not to refund these items if you do not pick up at the time agreed upon when you place your order. 

Products that are ***not eligible*** for refund for no-show: 

Seasonal and special-order items such as: Christmas cakes, holiday- or gift-related items, turkeys, smoked hams, pre-ordered fish, and other specialty items that offered during specific seasons and not year-round. These items should be considered special orders and if they are not picked up within 6 weeks of the order pickup date, will be forfeit with no refund or store credit.

We understand the occasional extenuating circumstance (we're human, too!), but please be respectful of our time and effort to get your order to you. The best way to reach us on delivery day is to call our office at 903-665-7076 during business hours, or to respond to the automated text message sent to you on the morning of your delivery (off-site only). 

We reserve the right to place an account to "inactive" status if pickup consistency becomes a problem. It's no fun to have to charge restocking fees. We want you to have a great experience with us, and we want to continue being able to offer our delivery services at no charge. It is simply true that our model of service is not a great fit for everyone, and we may choose to refuse service in order to ensure compliance to our policies.

Returns/Refunds

Cooking

Our website contains many recipes and cooking tips. Please check it out or ask if you have questions about how to cook something. Our animals truly are pasture-raised, meaning they get exercise and don't just stand around in a feedlot getting fat all day, so the meat will be firmer in texture, have more developed sinew, and be leaner than corn-fed, and must be cooked with that in mind. We cannot give refunds for uninformed cooking, but we are happy to help you learn. Signing up for our email newsletter is a great way to get more information and tips about how to cook and store our products.

Quality

We try to screen every cut that passes into our store inventory to ensure high quality meats for our customers. However, we occasionally miss cuts with very large bones or excessive fat. (Note: Our hogs are heritage breeds that are not fed ractopamine and other stimulants to manipulate fat content. Their cuts will contain a healthy balance of protein AND fat. Embrace the fat! However, if you feel a cut is truly excessive, let us know.) Please contact us with photos if you have issues. We're not interested in leaving you with a bad experience. Talk to us if you are unhappy!

Shipping

Shipping perishable products like meats presents many complications, and our goal is to package and send your order so that it arrives timely and in a safe condition. We will package your order to permit up to 2-3 days in transit (depending on weather conditions). It may contain dry ice, which requires careful handling. Products may partially thaw during transport, but as long as they are 40F or below upon arrival, they are safe to consume. Refreeze immediately or place in fridge to use within 3-5 days. If product arrives thawed and over 40F, please contact us immediately. Note: Products containing salt will thaw earlier than those that don't. This is normal. So long as everything is 40F or under upon arrival, it is safe to consume. If in doubt, take a temperature reading of the actual product with a meat thermometer upon arrival. 

Please be sure you enter the correct mailing address at checkout so that there are no delays in shipping your order. Mis-shipments will be handled on a case-by-case basis, and we will stay in touch with you throughout the process to ensure your satisfaction.

Tours

We are only able to offer a few tours per year, and capacity is limited. Up to 7 days prior to the tour date, you may cancel your reservation for full refund less processing fee of 10%. No refunds starting 6 days preceding the event except in extenuating circumstances WITH NOTICE. No-call/no-shows cannot receive a refund. We reserve the right to convert your refund to store credit in lieu of a refund less a processing fee, if requested less than 7 days prior to the event. If you cannot make it, tickets ARE transferrable to another party. Please inform us via email of your plans so we can verify ticket transfer.

If weather causes a cancellation, we will notify you via email or phone, so please be sure to provide valid contact info when you sign up. If your tour is cancelled, you may transfer your ticket purchase to an alternate date, exchange it for product credit, or receive a refund in full.

Refunds

Refunds may be handled via refund to original payment method (i.e. card on file), store credit, or product exchange, and will be handled on a case by case basis in consideration of the customer's wishes. Returns/request for refund must be submitted within 14 days of delivery/pickup and are subject to a handling fee of 10% of the order total or $10, whichever is greater.

Above all, our return policy is: we want a satisfied customer who likes our products so much that they want to try more and tell their friends about us. We are a very small business with a mission to nourish our customers. If you are unhappy with any aspect of your order, please contact us so we can make it right.

Order Storage

We do not offer long-term product storage. However, we can occasionally make exceptions on a case-by-case basis. Frozen orders not picked up within 6 months are subject to cancellation, less our normal handling fee, plus a storage fee of $15 per month. Refrigerated orders that are not picked up prior to expiration (such as eggs, dairy, etc) are not refundable due to their perishable nature.

Payments

We accept cash, check, or credit card (processed online by Stripe or in person by Square), but credit cards only at pickup locations and for FedEx Home Delivery. If you wish to join our pre-paid discount program, please visit this page: https://shadygroveranch.grazecart.com/esa

Bad Check Policy

We have wonderfully honest customers and have never had an unreimbursed bounced check. If your check bounces, please plan to pay the full amount plus all incurred fees. 

Shipping

We now offer regional shipping of select products. We will package your order to permit up to 2-3 days in transit (depending on weather conditions). Your package may contain dry ice, which requires careful handling. Products may partially thaw during transport, but as long as they are 40F or below, they are safe to consume. Refreeze immediately or place in fridge to use within 3-5 days. If product arrives thawed and over 40F, please contact us immediately. Note: Products containing salt will thaw earlier than those that don't. This is normal. So long as everything is 40F or under upon arrival, it is safe to consume.