Frequently Asked Questions
Answers to Your
Most Common Questions
Everything procurement managers, executive chefs, and retail operators need to know about partnering with us — organized by topic for quick reference.
Ordering & Account Setup
What are your minimum order quantities (MOQs)?
We offer flexible MOQs to accommodate businesses of all sizes. Standard orders start at 500kg. For high-volume partners and standing weekly orders, we offer tiered pricing structures with no minimum quantity requirements, ensuring you only pay for what you need.
What is the lead time for placing and receiving an order?
Standard orders require a 48-hour lead time to ensure optimal freshness and precise picking. For clients within a 100km radius of our facility, we offer 24-hour rush delivery for critical, unplanned needs. We also highly recommend setting up automated standing orders for your most-used products to guarantee availability.
How do I set up a new wholesale account?
Our onboarding process is streamlined for B2B efficiency. Simply submit a New Account Application via our website or contact our sales team. We will verify your business credentials, assign a dedicated Account Manager to guide you, and provide access to our client portal for seamless ordering and tracking.
What are your payment terms for new and established accounts?
New accounts typically begin with Cash on Delivery (COD) or prepayment via wire transfer. After 90 days of consistent, on-time ordering, we are pleased to extend Net-15 terms. Established partners with approved credit applications qualify for Net-30 terms to support your cash flow.
Can we request product samples before committing to a large contract?
Absolutely. We encourage qualified B2B prospects to evaluate our quality firsthand. We provide complimentary sample crates (up to 20kg of your chosen products) delivered directly to your facility. Contact our sales team to schedule a tasting and discuss your specific requirements.
Delivery & Logistics
What geographic areas do you deliver to?
We operate a nationwide delivery network using our company-owned refrigerated fleet. Our primary service zone covers a 500km radius from our processing facility with daily delivery capability. For clients outside this zone, we partner with vetted, temperature-controlled freight carriers to ensure the same cold-chain integrity and on-time performance you expect from us directly.
What are your delivery windows and scheduling options?
We offer flexible delivery windows to align with your receiving operations: early morning (5am–9am), mid-day (10am–2pm), and afternoon (2pm–6pm). You can schedule deliveries Monday through Saturday. For high-volume partners, we provide 2-hour precision delivery windows so your receiving team knows exactly when to expect the truck.
Can I track my delivery in real-time?
Yes. Every client receives access to our online portal with live GPS tracking of all active shipments. You can view the truck’s current location, real-time cabin temperature logs, updated ETA, and driver contact information. You’ll also receive automated SMS and email notifications at key milestones: dispatched, en route, 30 minutes out, and delivered.
What happens if a delivery is late or there’s a cold-chain issue?
Our IoT temperature sensors monitor cabin conditions every 60 seconds. If a deviation occurs, our logistics team is alerted immediately and will reroute a backup vehicle if needed. In the highly unlikely event that product arrives outside specification, we replace it at no cost within 4 hours and conduct a full root-cause investigation. We maintain a 99.8% on-time, in-full (OTIF) delivery rate — and we’re transparent about any exceptions.
Do you offer emergency or same-day delivery?
Yes. For established accounts within our primary service zone, we offer same-day emergency delivery for critical, unplanned needs — subject to product availability and a small expedite fee. Our 24/7 logistics desk can be reached directly by phone to arrange urgent shipments outside of normal ordering hours.
Can we set up recurring standing orders?
Absolutely — and we highly recommend it. Standing orders guarantee product availability, lock in your preferred delivery windows, and qualify you for our best volume pricing tiers. You can configure, pause, or modify standing orders at any time through our client portal, and our account management team will proactively reach out if we anticipate any supply constraints that might affect your schedule.
Quality, Safety & Compliance
What food safety certifications does your facility currently hold?
Our facility is fully certified under HACCP, ISO 22000 (Food Safety Management), and BRCGS (Grade AA). We also maintain strict Halal certification with dedicated processing lines and certified oversight. All certificates are current, and we welcome requests for copies during the vendor approval process.
How do you test for pathogens, and what is your testing frequency?
We operate an ISO 17025-aligned in-house microbiology lab. We test every production batch for Salmonella, Campylobacter, Listeria monocytogenes, and E. coli using rapid PCR technology, with results available in under 4 hours. We operate under a strict “Hold & Release” protocol: no product leaves our facility until it has passed all microbial and physical safety checks.
What is your product traceability and recall readiness process?
Our integrated ERP system guarantees full farm-to-fork traceability. We can trace any finished product back to its exact source farm, and forward to the specific client delivery, in under 2 hours. Furthermore, we conduct unannounced, end-to-end mock recall exercises every 90 days to validate our systems and ensure our team can execute a precision quarantine instantly if ever required.
Can we access Certificates of Analysis (COA) and recent audit reports?
Yes. Upon account setup, you will receive access to our secure client portal where you can download COAs, product specification sheets, and delivery documentation tied directly to your specific lot codes. For vendor approval purposes, we are happy to provide redacted copies of our most recent BRCGS and HACCP audit reports under a standard Non-Disclosure Agreement (NDA).
Do you allow third-party or client-led facility audits?
Absolutely. We believe radical transparency is the foundation of food safety. We welcome both scheduled and unannounced audits from prospective clients and their QA teams. Our Director of Quality Assurance will personally escort you through our processing floor, QA lab, and cold storage to demonstrate our operational standards firsthand.
Pricing, Customization & Private Label
How does your volume pricing structure work?
We utilize a transparent, tiered pricing model. The more volume you commit to, the lower your per-kilogram cost. We offer significant discounts for standing weekly orders and annual supply contracts. Your dedicated Account Manager will provide a customized pricing matrix based on your specific product mix and projected volumes.
Do you offer custom cuts, portioning, or yield optimization?
Yes. Our precision cutting lines can accommodate highly specific requirements, from exact weight ranges (e.g., 150g–170g breast fillets) to custom deboning and trimming specifications. We work closely with your culinary or operations team to maximize your usable yield and minimize kitchen prep time and waste.
Can you provide private label packaging for retail or food service?
Absolutely. We offer comprehensive co-packing and private label services. We can print your custom artwork, nutritional information, and barcodes directly onto vacuum-sealed or Modified Atmosphere Packaging (MAP). Custom packaging runs typically require a minimum order of 1,000kg per SKU, but we can discuss flexible arrangements for growing brands.
Are there any hidden fees, accessorial charges, or fuel surcharges?
We believe in complete pricing transparency. The quote you receive is the price you pay. We do not charge hidden accessorial fees. For deliveries outside our primary 500km service zone, a transparent, pre-agreed freight surcharge may apply, but this will always be clearly itemized on your invoice before you place the order.
How do you handle poultry market price fluctuations?
We offer two pricing models to suit your risk tolerance. You can opt for spot pricing, which fluctuates with the broader market, or you can lock in your pricing for 3, 6, or 12-month periods through a forward contract. This protects your food costs and allows for accurate menu or retail pricing, regardless of market volatility.
Didn’t Find What You Were Looking For?
Every business has unique requirements. Our B2B sales and operations team is ready to answer your specific questions, provide custom quotes, or walk you through our capabilities.
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Speak Directly with Sales
(803) 592-0067
Mon – Fri, 7:00 AM to 6:00 PM
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