Common Questions & Answers

Shopping Questions

I'm concerned about online security. Is it safe to shop at nbsmokehouse.com?

From the time you enter your name and address until an order is completed, your data is safeguarded using the latest in security software. We encrypt all confidential information when you shop at nbsmokehouse.com and we accept Mastercard, Visa, Diner's Club, Discover and American Express.

What does the Smokehouse do with my information when I place an order?

See the Smokehouse Privacy Policy.

Will I receive confirmation that my order was 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.

How can I check the status of my order?

You may monitor the status of your order by clicking My Account at the top of the page and entering your email address and account password. Once your account information displays, click the View Details button next to the order you wish to check on. Your order information and status is displayed.

You may also contact our customer service department at 1-800-537-6932 between the hours of 8am and 5pm CST.

If I order online, will I get the same promotions that are offered in your catalog?

When placing your order online, all of your items will display in your shopping cart. To the left of the items displayed in the shopping cart, you’ll see the words Promotional Code. Enter the promotional code from your catalog or other Smokehouse sale material into the box and click the Submit button. This will ensure that you receive the promotion that was offered to you.

How do I search for a product?

At the top of each webpage , in a white box you’ll see the words Search Here. Enter the name of the item that you are searching for, the item number, or a keyword into the box. Click the magnifying glass to start your search. Your search results will display on the main portion of the page.

I already know which products I want. Is there a shortcut to placing my order?

At the top each page, you may click Quick-Add. Enter the item number you wish to order in the Item No. field and the number of that item that you’d like in the quantity field. In the box below, click the arrow to select who the item should be sent to. You may choose yourself, someone else (you’ll be asked on the next screen to enter the person’s name and will be prompted for address information at checkout), or select someone from your address book.

Once you’ve completed these steps, the item number, quantity, and recipient’s name will display in your shopping cart. You may continue the process until all items have been ordered and are displayed in your shopping cart.

When you’ve completed your shopping, click the Checkout button displayed below your shopping cart or click the Continue Shopping button to return to the main page of the site.

I don’t see anywhere to select who the package should be shipped to?

Once you’ve located the item that you want to order, you’ll see an Add to Shopping Cart button in the item description. Just above that button, click the arrow to select who the item should be sent to. You may choose yourself, someone else (you’ll be asked on the next screen to enter the person’s name and will be prompted for address information at checkout), or select someone from your address book.

Is there some way to save my shipping addresses for future orders?

Once you’ve established an online account, you may enter recipient information into your online address book. These names will be saved with your account information and you will be able to access them when placing future orders.

When I redeem a gift certificate, why do I have to provide a credit card number?

Our system requires us to secure a payment method before a gift certificate may be processed. This ensures that we have a method of payment should the order total exceed the amount of the gift certificate.

If I redeem my gift certificate online, do I then have to mail it to you?

There is no need to mail your gift certificate to us after it has been redeemed online. Once the order has been placed and processed, the gift certificate is null and void and will no longer be accepted by our system. Feel free to throw the gift certificate away after it is used.

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

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.

Why does my order status say “Held for Manager Review”?

Each order placed on nbsmokehouse.com is reviewed by a staff member before being released to our shipping department. This process allows us to catch errors before the package is shipped in order to ensure proper delivery. Orders which have yet to be reviewed are given the status “Held for Manager Review.” When the order has been reviewed and released, this status is removed.

Why do you only ship packages Monday – Wednesday?

We only ship Monday, Tuesday, and Wednesday to allow our products time to arrive before a weekend, thus keeping them from sitting in a UPS or FedEx warehouse for several days. During peak holiday weeks these shipping days may change.

Why do you only ship second day or overnight?

Because of the perishable nature of our products, we require that our packages arrive quickly and in good condition. The two-day standard and overnight shipping options allow us to get your shipment there in a safe and timely manner.

May I substitute items in a gift box?

Unfortunately, we are unable to make substitutions to our gift boxes at this time.