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Delivery Problem

Box damaged, something missing, or a frozen item arrived warm? Tell us within 48 hours.

What to send us →

Send a Message

Questions about an order, a product, cooking, or gifting. We're happy to help.

Problem with a Delivery?

First, two things that are normal:

Country ham and country bacon arrive without dry ice. They're dry-cured and smoked the old-fashioned way, so they're shelf-stable and perfectly safe to arrive at room temperature.
The dry ice may be gone. Frozen items are packed with dry ice, which turns into gas as it travels. If your frozen items are still frozen, partly thawed, or cold to the touch, they're fine. Put them in the freezer or fridge right away.

If your box arrived damaged, is missing something, or a frozen item arrived warm, email us or use the form below within 48 hours of delivery and include:

Your order number
Photos of the outside of the box, the insulated liner, and the product
A photo of a food thermometer reading, if you have one
Whether you'd like a refund, a replacement, or store credit

Please don't ship anything back to us. We'll make it right. Full details, including our temperature guidelines, are in our refund policy.

Common Questions

When will my order ship?

Orders ship within 3 business days by FedEx Ground. Frozen items are packed in an insulated box with dry ice. Country ham and country bacon are shelf-stable and ship without dry ice. You'll get a tracking email as soon as your order is on its way. Once it leaves us, FedEx sets the transit time, so we can't promise a specific delivery date. See our shipping policy.

Holiday orders

Holiday preorders ship on two dates: November 16 for Thanksgiving and December 14 for Christmas. Order early. Our most popular holiday hams sell out. Shop the Holiday Collection →

Why didn't my country ham or country bacon come with dry ice?

It doesn't need it. Country ham and country bacon are dry-cured with salt and smoked, the same way country hams have been kept in smokehouses and pantries for generations. They're shelf-stable, so they travel safely at room temperature. Once they arrive, follow the storage directions on the label.

There was no dry ice left in my box. Is my order OK?

Most likely, yes. Dry ice turns into gas as it travels, so it's normal for it to be gone when the box arrives. Check the product instead: if frozen items are still frozen, partly thawed, or cold to the touch, put them in the freezer or fridge right away and enjoy.

My order arrived warm. What should I do?

It depends on what's in the box. Country ham and country bacon are meant to ship without dry ice, so those are fine at room temperature.

If a frozen item arrived fully thawed and no longer cold to the touch, put it in the fridge, take photos of the box, liner, and product (and a thermometer reading if you have one), and contact us within 48 hours of delivery. We'll take it from there.

Is there anything I should know about dry ice?

If there's any left in your box, don't touch it with bare hands. Use gloves or tongs. Let it disappear on its own in a well-ventilated area, and don't put it in a sealed container, a sink, or a toilet. Keep it away from children and pets.

Can I change or cancel my order?

Yes, as long as it hasn't been packed yet, which usually happens within a few hours of ordering. Contact us as soon as you can with your order number. Once an order is packed for shipping, we can't change it.

How do I change or cancel my Bacon Club?

Where do you ship, and what does it cost?

We ship to the continental US. We can't ship to Alaska, Hawaii, US territories, PO boxes, or APO/FPO addresses. Shipping is a flat $29.99 per order and free on orders of $149 or more. Bacon Club subscriptions include shipping.

Can I send a gift?

Yes. Enter the recipient's address at checkout. If you're sending country ham or country bacon, you may want to let them know it's shelf-stable and will arrive without dry ice, so they aren't worried when they open the box. If anything goes wrong with a gift, the person who placed the order should contact us, since that's who we can issue a refund or replacement to.

How do I store and cook it?

Put frozen items in the freezer or fridge as soon as they arrive. Country ham and country bacon don't need to be kept cold in transit; once they arrive, follow the storage directions on the label. Each product page has storage and cooking notes, and our How to Cook Country Ham guide walks you through country ham step by step.

I used to order from Carnivore Club. Am I in the right place?

Yes. American Ham is the new home for Carnivore Club's smoked meats, run by the same team in Carmel, Indiana. If you have an order or subscription from before the change, just send us a note and we'll help.

Wholesale, corporate gifts, press, or partnerships

We'd love to hear from you. Choose "Wholesale, corporate gifts, or press" in the form below so your message gets to the right person.