RESOLUTION POLICY

Our Commitment is to Quality

Still, we are all human, and mistakes can happen.

Our team is dedicated to doing what we can to make things right.

Our Resolution Policy is outlined as a guide for YOU and OUR TEAM to be PARTNERS

working through the Resolution Process.

Finding Resolution

#1 - Identify the Issue

  • Communicate the specific details and examples of the issue to the Simard Butchers team.

  • Please KEEP examples of meat products and packaging - do not discard if possible.

  • Send us photos of the issue and meat package label, especially if you need to discard the meat product and/or packaging.

#2 - Brainstorm Solutions

  • Customer and Simard Butchers will brainstorm possible solutions to correct, replace, or to otherwise resolve the issue.

  • If it’s possible to correct the issue through further meat processing, our team reserves the right to do so.

  • If the Customer has a resolution goal in mind, it needs to be clearly communicated to the Simard Butchers staff. This helps us understand your goal and can help us reach a mutual resolution faster.

#3 - Agree on a Resolution Option

  • Customer and Simard Butchers will determine a viable solution and confirm acceptance of the solution.

  • The timeline of resolution varies by case, and the expected timeline will be communicated to you.

  • If the offered resolution is not accepted by the Customer, Simard Butchers reserves the right to conclude resolution discussions without further action.

A few important reminders…

We require you to return your defective product to us. This helps us investigate what went wrong and why. We can use this as a teaching moment with our team. Most importantly, it can help us make sure it doesn’t happen in the future. We also require the product so we can identify date stamp, confirm which animal or meat product it was derived from, and confirm the weight of product impacted as part of the resolution solution.

Some products cannot be replaced with “like kind and quality”. Custom wild game and farm-raised livestock are unique and cannot be replaced kind-for-kind. However, if replacement is necessary, we may offer you an alternative product derived from inspected proteins or a refund of your expense.

If it was your recipe, but you don’t like it… Sometimes folks ask for a unique spice blend or special request fat ratio. Our recipes are designed for the existing fat to meat ratio, and for use with our in-house spice blends. If you ask for something unique and it doesn’t turn out, that is regrettable, but this outcome is not through the fault of a processing or handling error.

Timeliness is key. If you notice something off, please tell us as soon as possible. There is a higher chance of correction and clearer investigation into the details of your order the closer to the pick up date. If your order is “stale dated” beyond 4 months, resolution of your concerns may not be possible. However, we will still endeavor to meet your needs if there is a reasonable way to verify and resolve.

Stephane and Nichole Simard

We understand how important it is and how hard it can be to bring your concerns forward.

We were customers before we were butchers.

Reach out, let’s work together, and get back to making

Every Day Delicious.