FAQs

Please see below for answers to our frequently asked questions. If you still need assistance, please contact us.

Collapsible content

What shipping options do I have? What is your shipping policy?

You can view our complete shipping information and policy here.

How do I contact Customer Care?

Our e-commerce team will do our best to respond to your inquiries quickly! We recommend viewing our frequently asked questions below for answers to our most asked questions. 

If you still require assistance, please email our Customer Care team at  onlinesupport@swrg.com or call us at 617-865-2333 (1-617-865-BEEF)Monday to Friday from 8:00am – 4:00pm est.

If I didn't receive my product, what should I do?

Please email our Customer Care team at  onlinesupport@swrg.com or call us at 617-865-2333 (1-617-865-BEEF)Monday to Friday from 8:00am – 4:00pm est.

What do I do when my products arrive?

When you receive your delivery, remove it from the outer shipping box, place frozen products in the freezer. Keep frozen products frozen until ready to use, and thaw under refrigeration 1-2 days before use. Products may be kept frozen for up to a year.

Full handling and preparation instructions can be found here.

How do I know if the food I ordered is good when it arrives?

We pack all of our prepared and raw items with more than enough coolant to ensure safe arrival given the carrier arrives on time. It’s possible that our packages last an extra day in transit. If there is no dry ice remaining AND your product isn’t cool to the touch, please contact us immediately at onlinesupport@swrg.com so we can investigate and make sure you are taken care of.

What is your return and refund policy?

If there any problem with your order, please reach immediately to our customer care team within 48 hours at onlinesupport@swrg.com so we can investigate and help support. Our commitment to our guests is 100% satisfaction with our quality and service.

Can I use my Smith & Wollensky restaurant gift card at the online store?

Yes! Please contact Customer Care at onlinesupport@swrg.com with your restaurant gift card number and we will transfer it to a Online eGift Card. 

My order is a gift, will there be pricing on the packing slip?

We do not show prices on our packing slips, so do not worry if you send your order as a gift!

Can I change a shipping address or add/delete products after my order is placed?

We work hard to make sure your order is packed and shipped quickly and perfectly. Because of this, it’s difficult to accept changes to an order after it's been placed. We will try our best to make any requested changes, but may be delayed in returning your message if it is outside of business hours. Please contact onlinesupport@swrg.com for further assistance placing an order for the future or any additional questions.