FAQ

Got a question? This will help!

Please check here before contacting customer service!

Contacting us

Email is best, preferably using the contact form on this site. That’ll make it easiest for us to make sure your message goes to the right person. (You can try phoning us, but most of the time we won’t have anyone manning the phones and it’ll go to voice mail.)
We're a small team. We’re working through your messages as fast as we can! Don't worry, we won't forget about you!

Substitutions

Sometimes, we run out of things. Maybe the quality isn't good enough, or the packaging is damaged, and we can't ship you what you wanted. This means we have to make last-minute substitutions while we're packing the boxes. We know it's disappointing when we can't fulfil your order completely, but hopefully you'll understand why this happens. We're doing our best to keep more meat in stock so this will become less of an issue in future.
Honestly, no. Usually, it'll be fine, but we don't always know exactly what we're going to get until the trucks arrive each day.  We know it's disappointing when we can't fulfil your order completely, but hopefully you'll understand why this happens. We're doing our best to get more meat so this will become less of an issue in future.
If we can, we will. We usually know in advance if we’re going to be out of something, so we’ll let you know so that you can make a different choice. But we don't always know exactly what we're going to get until the trucks arrive each day.  So sometimes we have to make last-minute substitutions while we're actually in the process of packing the boxes. When this happens, we won’t be able to let you know.
We’re doing our best to keep everything in stock, but we only have a very limited number of suppliers who meet our quality standards. Availability varies week to week, so we can’t predict exactly what will be available or when.
Honestly, we don’t know. It all depends on what we can buy from our farmers.
Friday night before your box ships. We’ll send you an email to remind you that you have an order.
Sorry, no. Once orders are locked in and we’ve charged your card, we can’t make any further changes.
If we have the bonus items you’re entitled to, we’ll send them. If we’re out of stock, we’ll substitute with something else.

Delivery

Go to your home page on Moink and it’ll tell you when your next box is scheduled.
Go to your home page on Moink and it’ll tell you when your next box is scheduled. We'll also send you an email the week prior to your delivery - please make sure to whitelist us!
You can pick the weeks when you want a delivery, but not the day. We actually ship on Tuesdays and Wednesdays. (And sometimes Mondays and Thursdays if necessary.) The day your box goes out will depend on the Fedex routing, and may change week to week. Fedex normally deliver 1-2 days later.
Delivery times are up to Fedex. We have no control on when they will deliver.
When we pack your order, you’ll get a tracking number from Fedex. This will tell you when your order is scheduled to arrive.
We pack everything in dry ice so that it will stay frozen for 3-4 days. Even if your box is a day or two late, everything should be fine.
We actually ship on Tuesdays and Wednesdays. (And sometimes Mondays and Thursdays if necessary.) The delivery day just tells you which week it’s going out, not the actual day.
We create the shipping labels on Saturday when we finalize the orders, and this generates the Fedex tracking number. Your box isn’t actually packed until later in the week. Please check your Fedex tracking info to see whether it’s actually been shipped yet.
Please check your Fedex tracking info.
You can skip a delivery by going to your Moink account, then my account and finally delivery schedule. Here you can skip the weeks you need to by simply clicking on the week that you need to be skipped.
You can change your address, email address, phone number etc in your Account Settings. Please note that if your order is not open this change will take effect at your next delivery.

Problems

First of all, please check whether we substituted the missing item for something else or issued a credit. (You can find your credits by logging into your account, click on my account and then order history.) If we didn’t do either of those things and it’s a mistake on our part, please let us know and we’ll make it right.
Occasionally we run out of items, so we have to make changes to the boxes. In some cases, we have to make last-minute substitutions while we're packing the boxes. We know it's disappointing when we can't fulfil your order completely, but we're doing our best to make sure you get a suitable alternative. We're doing our best to get more meat so this will become less of an issue in future.
What's happening is that the dry ice is causing the plastic material to become brittle due to the extreme cold temperatures. (-109 degrees to be exact!) Then with the bumps and jumps of the delivery process, the meat will bang into each other, causing the plastic material to tear. We suggest that you use a bowl or plate under your meat during the thawing process, just in case of a hole or tear in the plastic. Small holes shouldn't be a problem, but if there’s a big hole and the meat is covered in ice, please let us know.
If it’s still cold to the touch, it will still be safe to eat. Use a meat thermometer to check the temperature. If it’s 40 degrees or less, you can refreeze it. But if you’re concerned, please let us know.
First, check your Fedex tracking info. This will tell you where it is. If it’s been in transit for a few days and still hasn’t gotten to you, please contact us.
We're a small team, and we have a limit on how many boxes we can send out each week. Priority is given to existing customers with scheduled boxes, so we may not have capacity to handle new or additional orders. 
Uh oh! Did we do something wrong? We strive for 100% customer happiness so if something didn't go like you thought please let us know straight away so we can make amends. If you just want to take a break, you can always just skip a few deliveries. But if you really want to cancel, it's quick and easy. Click on My account and choose Account Settings, and then click Cancel Account. It's the big red button.
If you have a current order that has already been billed, closing your account does not cancel that order. Please contact customer service if you wish to stop that pending shipment. Orders that have already been shipped cannot be intercepted.

Billing and payments

We normally run payments on the Saturday before your order goes out. In some cases, it may happen on Friday night or Sunday morning.
It's usually due to the card details being incorrect - most of the time the card has expired. We’ll send you an email to let you know. Update your card details on the site in your Account Settings as soon as possible, and let us know via email so we can re-run the charge. If the card still does not go through or we have not heard from you by the time we start packing, we will be obliged to cancel your order.
We aim to process refunds as fast as possible, usually the same day we agree that a refund is necessary. If it’s a credit, it’ll appear on your account immediately. You can find your credits by logging into your account, click on my account and then order history.  If we’re refunding to y0ur credit card, it will take 2-10 days. This is outside our control.
You can find your credits by logging into your account, click on my account and then order history

One-off boxes and special orders

Sorry, we’re a subscription service. However, you could take out a sub and cancel it after one box.
You can customize the box contents, but you can’t create a box from scratch.
Because of the supply issues, we just can’t offer our usual range right now, so we discontinued the boxes we knew we couldn’t offer.
Yes! You can pick anything in our shop and add it to your order as a one time extra purchase or as a standing order for recurring shipment. Please note that we may place a limit on the size of an individual order.
Yes! Go to your your Moink account, then my account and finally delivery schedule. Here you can add extra deliveries to your schedule. Please note that if we have reached capacity for a week, we will not be able to accept additional orders.
Yes! You can buy them a gift box, or send them a gift card.

Other stuff

When you log into your account click on My Account then click on "Tell your friends". Use this link and they will get $20 off their first order. We'll give you $20 for each person who you refer once they’ve had their second box – and there are no limits, so bring all your friends and family!
We’ll process your credit when your friend has paid for their second box.
Yes. Most of it comes from local farms.
No. We use independent companies for every stage of the farming, slaughtering, butchering and packing process.
Technically, no, since it’s not certified organic. However, we require all of our farmers to follow sustainable, ethical farming practices.
Perishable foods should never be thawed on the counter or in hot water and must not be left at room temperature for more than two hours. There are safe ways to thaw food: in the refrigerator, in cold water, and in the microwave. Find out more here.



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