FAQ

If you have any questions about our products, your
order, how to visit us, or even if you just fancy a
chat, we’d love to hear from you.

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Meat Boxes

  • Can I freeze the meat once it has arrived?

    Yes you can and we hope that you do!
    We’ve packed a lot of food into your meat box so that you can eat it at your leisure instead of going to the supermarket every other day. 

    We advise using freezer bags so you can separate your meats and freeze some portions down if you don't think you'll eat them before their use-by date. 

    As a guide: 

    Chicken stays fresh in the freezer for up to 9 months, beef portions stay fresh for up to a year, lamb and pork portions stay fresh for up to 6 months, burgers for 3-4 months. 

  • How is it possible to provide such quality meat at these prices?

    Aside from our market shop, a big part of our business is poultry wholesale and distribution to the British food service sector, and we've been doing this for decades. As a result, we've built great relationships with our long-term suppliers and producers. They're able to provide us with great products at wholesale prices and we have the ability to pass on that saving directly to our customers. We reckon everyone should have the opportunity to eat great quality meats and we're glad we can offer such great value for money. 

  • Is my meat sent to me fresh or frozen?

    We send all our meat out fresh (unless otherwise specified). A lot of it is cut especially for your meat box on the night that you place your order. Products that we don't chop at the market itself are things like our chicken which comes from Gloucestershire and from Norfolk and arrives freshly every night. Most of our products are packed in vacuum-sealed packaging to prolong freshness. Have a look at our delivery and packaging information to learn more. 

  • What’s different about your Meat Boxes?

    The reasons why our Meat Boxes are special are threefold.The meat quality itself, the team who have put it together and the value!

    Smithfield Market is the original home of meat in Britain, so ordering from us means you're receiving delicious, fresh and fully traceable produce that has been hand-picked by our expert team. 

    Our market shop team has decades of experience in the meat market and they use their knowledge and connections to source the best quality meats daily. We have great relationships with farmers and suppliers through our wholesale background, and we're proud to be able to share the benefits of great quality food at affordable prices to all of our customers. 

Ordering Online

  • How can I cancel my order?

    If you change your mind about your order, please let us know as soon as you can on customerservice@ptgplc.com or 0207 246 0001. We prepare each box fresh especially for each order and we'll always do our best to accommodate you, but if your order has already left with our couriers, then unfortunately we can't cancel it.

  • How can I pay?

    You can pay online when you order your box using Visa, Visa Electron or Mastercard through our secure payment gateway with SagePay. (Sorry we don’t accept American Express). 

    If you prefer, you're welcome to call us up, place your order and pay securely over the phone too. 

    If you're at our shop and want to order a meat box, you can pay by cash, card or by our new mobile payment technology Barclay's Ping It

Delivery

  • How does delivery work?

    Have a look at our delivery and packaging information where we go into detail about our insulated packaging (which we're very proud of!), where we can deliver to and how much it costs. Any more questions we haven’t answered? Please give us a call and we’ll be happy to talk it through. 

  • How does my meat stay fresh?

    We’ve designed our boxes with state-of-the-art-packaging and environmentally-friendly cooling agents to ensure your meats remain chilled at the optimum temperature for up to 48 hours (whatever the weather). So, with the box spending less than 24 hours on its journey to you, we’re certain the meats will stay fresh and chilled until you get home. Although it is important that you put your meats in the fridge or freezer as soon as possible after opening the box. 

  • I’m not happy with my order. What should I do?

    If for any reason you are unhappy with your order, we do apologise and ask that you contact our customer services team as soon as possible to let us know. 

    customerservice@ptgplc.com or 0207 246 0001

    Refunds are at the discretion of the management, but rest assured we take all complaints very seriously and do our best to rectify the issue and provide you with appropriate compensation for any inconvenience caused. 

  • What if I’m not in when you deliver?

    No problem. In fact, most of our customers aren’t in when we deliver. Just let us know (in the special instructions box, during checkout) where you would like us to leave your box safely, perhaps behind a bush or with a neighbour. If you haven’t specified anywhere, our couriers to leave your box in the most appropriate place (or with neighbour) and they’ll put a card through your door to let you know where it is. Any problems, please give us a call and we can help! 

  • What if my order hasn’t arrived?

    Don’t worry! We’ll contact you at first sign of any problems, but if you haven’t heard from us do drop us a line at customerservice@ptgplc.com or call us on 0207 246 0001 and we’ll be able to give you more information by tracking your package through our courier partners. 

  • When will my meat box arrive?

    We deliver between 7:30am and 5:00pm on Tuesday-Friday. Sorry we aren’t able to deliver on Saturdays just yet.
    If you would like your box before 12pm, you can select this during checkout for an extra £4.95. 

    We work on a 3-day system to give our market team a chance to prepare your meat box on the night that you place your order. Fresh meats are put in the following morning, and your box is dispatched that same day and arrives with you the next day.

    Here you can see the earliest you could receive your Meat Box if you order before 3pm on a given day. If you order after 3pm, your earliest delivery option will be a day later. You'll see all the delivery day options during checkout, where you are welcome to choose a date in the future that might suit you better. 

    Order Day
    (before 3pm)
    Earliest Possible 
    Delivery Day 7:30am-5:00pm
    Monday Wednesday
    Tuesday Thursday
    Wednesday Friday
    Thursday Tuesday 
    Friday Tuesday 
    Saturday Tuesday 
    Sunday Tuesday 

    Sorry, we aren't open and can't deliver on Bank Holidays so please take this into account when ordering. 

    You're welcome to collect from us at Smithfield if you prefer. You can select this option during checkout. After you order, we'll get in touch to confirm the best day for you, and then we'll prepare your order freshly. Collecting is great because you get a free re-usable canvas Thompsons Cool Bag to take your meats home in. Also, we'd love to meet you in person!