Common Questions & Answers

Ordering Questions

How can I place my order?

Orders may be placed by phone, fax, mail order, or website. For more information, visit our Other Ways To Order page. When placing an order, please select one submission type only. For example, do not submit an order by email and the same order by fax. This results in order duplication with each order being entered separately and the customer being charged for both entries.

What are the hours of operation for Customer Service?

The hours of operation for Customer Service are 8am - 5pm Central Time, Monday - Friday. Please call 1-800-537-6932 for assistance.

When can I order by phone?

For your convenience, our phones are answered by operators 24 hours a day. Smokehouse operators take calls Monday – Friday from 8 am to 5 pm CST. A call center, located in the United States, assists us with calls when we are not in the office. Please call 1-800-537-6932.

What credit cards do you accept for payment?

We honor Mastercard, VISA, Discover, Diners Club and American Express.

When will my credit card be charged?

Credit card charges are assessed at the time that the order is placed. If there are any questions or issues regarding your credit card, you will be notified by telephone.

I think my credit card was charged twice. What should I do?

When an order is placed, we contact the issuing bank to confirm that the payment method is valid. The bank reserves the funds until the transaction is processed. The duplicate amount on your statement is the authorization for those funds, not a charge. The policy of your bank will determine when the authorization for funds is removed.

Do you offer corporate or volume discounts?

We offer discounts on orders of $500 or more. See the chart below to view the discount applied to a particular dollar amount. The discount will be deducted when we release your order.

Order Amount Discount
$500 - $1,000 4%
$1,000 - $1,500 6%
$1,500 - $2,500 8%
$2,500 - $3,500 10%
$3,500 - $5,000 12%
over $5,000 15%

How long will it take for my package to arrive?

It is best to allow us 24 hours to process and prepare your order for shipping. After that, your order should arrive at its destination within two days after it leaves our facility. Because we guarantee that your order will arrive in perfect condition, we use either FedEx or UPS shipping services that ensure timely delivery and delivery confirmation. We only ship Monday - Wednesday for delivery within two days, except when holidays interfere. For faster delivery, ask about our overnight shipping rates.

What are my shipping options?

We offer Standard two-day shipping which allows your package to arrive two days after your order is shipped from our facility. If you would like for your package to arrive sooner, you may choose to have your package shipped overnight at an additional charge.

On what days of the week do you ship?

We ship packages using our standard shipping method on Monday, Tuesday, and Wednesday of each week. During peak holiday weeks these shipping days may change.

If you wish to ship a package on Thursday or Friday, overnight shipping is required at an additional charge. Please contact us at 1-800-537-6932 for rates. No packages are shipped from our facility on Saturdays or Sundays.

Can I have an exact ship date?

We do our best to ship your package on the date specified by you, if possible, otherwise we will ship it on the next available shipping date. Your shipping date will be listed on your email order confirmation. Orders received after 2:00 pm Central Time on Wednesday will be processed and shipped on the following Monday unless Next Day Delivery is requested. Holiday ship dates are always subject to change. Holiday packages may be shipped earlier than requested to ensure holiday delivery or to accommodate carrier’s shipping schedules.

Can I have an exact delivery date?

Unfortunately, we are unable to give you an exact delivery date, as weather conditions or other unforeseen circumstances may delay the delivery of your package. Estimated delivery date is 2 days after the package leaves our facility.

Do you ship to Alaska and Hawaii?

We are happy to ship our products to Alaska and Hawaii. We do charge an additional fee of $25 for packages sent to these locations. The $25 charge is applied per address.

Do you ship to Foreign Countries, Puerto Rico, or APO/FPO boxes?

At this time, we are unable to ship to Canada, Mexico, Puerto Rico, APO/FPO boxes, or foreign countries.

Can I ship to a P.O. Box?

Due to the perishable nature of our products, we do not ship to P.O. boxes, as we cannot guarantee the freshness of the product or the timeliness of its delivery when shipped via this method. If you do not have any other means of receiving a package, please call us at 1-800-537-6932 to discuss other shipping options.

What happens if the address that I provided was incorrect?

Please verify that all address information is correct before submitting the order. If your order confirmation contains any errors, please notify us immediately so that we can correct the error before shipment. If an order has already been delivered to an incorrect address, we will be happy to reship the product. The cost of the reshipped product, however, will be the responsibility of the purchaser. Due to the perishable nature of the product, we are unable to cancel or reroute packages that have already left our facility.

Can I send a personalized message to my gift recipient?

Sure! If a gift message is submitted with an order, that message is printed on the shipping label of the package. If no message is submitted, the buyer’s name will be displayed on the label.

Will I be notified when my online order has been received?

Once your online order has been received, you will receive an email letting you know that the order is in our queue to be reviewed and released to shipping. You will receive a second confirmation when your order details have been verified and the order has been released for processing. We ask that you review the order information provided on the confirmation and notify us immediately if there are any errors.

Will I be notified when my order is shipped?

When your order leaves our facility, a shipping confirmation will be sent to your email address. The shipping confirmation confirms the date of shipment and provides you with the tracking number of your package so that you may track its progress through the UPS or FedEx website.

Orders taken by phone, mail or fax are only acknowledged if they are over $100 in value and contain multiple ship-to addresses.

Do I have to be at home to receive my package?

We do not require a signature for delivery of New Braunfels Smokehouse items; therefore a recipient does not need to be home to accept delivery. UPS and/or FedEx drivers are asked to leave our packages at any exterior door location. If you have special delivery requirements, please contact our customer service representatives at 1-800-537-6932 between the hours of 8am and 5pm CST for assistance.

Is my address sold or rented to other companies?

We occasionally make our customer list available to other carefully screened firms who offer items that might be of interest to you. This is for mailing addresses only. Your email address will never be sold or given to any other company.

If you prefer not to receive these mailings, please send us a note to that effect. If you prefer to email us, contact us at help@nbsmokehouse.com. In your message, please include your full name. For more information, please view our Privacy Policy.

I’m receiving duplicate copies of your catalog. What can I do to prevent this?

If you receive more than one of our catalogs, please let us know. Send the labels from each catalog and indicate which one you’d prefer to receive. We will remove the other(s) from our files.