Frequently Asked Questions

Below you will find answers to our most commonly asked questions. Remember though, we always love to hear from you and invite you to call our friendly and knowledgeable customer service staff at 1-800-878-0099, available Monday through Friday 8:00AM to 5:00PM (Mountain Time). You may also post questions on our Facebook page and we will respond right away.

ORDERS AND SHIPMENTS

1. Once I place my order, how soon will it ship?

***Effective February 1, 2020, please allow 2 months for order processing. During this "high demand" we are experiencing increased order requests and Shipping/Processing is DELAYED!

Why the shipping delay? The apprehension of a possible international pandemic has caused demand for emergency food supplies and emergency survival kits to skyrocket. Consequently, our inventory levels have reached an all-time low, and our production capacity is running at its physical limits.

When your order is placed, you will receive an email from us confirming receipt of your order. Please retain this email for reference. When your order is shipped, you will receive an email from us with the ship date and tracking information.

Please know that we are working around the clock to replenish inventory as fast as possible. We apologize for any delays you experience with you order.

2. How can I track my order?

*** Effective February 1, 2020, please allow 2 months for order processing.

There are two ways to track the status of your order:

 

1.  If you placed your order through an Augason Farms account, you may track your order here.

 

2.  If you checked out as a guest, you must request your order status request via our Online Ticket System, however, we are currently experiencing an extraordinary volume of orders and online help tickets due coronavirus concerns. It may be several days, if not weeks, before you hear back from us. Please be assured that we will respond to tickets in the order they are received and you will hear from us just as soon as possible.

 

We strongly recommend that you do not contact us by phone at this time. The current call volume has overwhelmed our call center and voice mail system. We sincerely appreciate your patience. 

 

Once your order ships, an email is emailed to you that includes the date shipped from our facility and the carrier tracking information. Please be sure to check your SPAM folder for an email from Augason Farms. 

3. Does Augason Farms Offer Samples?

Augason Farms does not offer samples at this time.

4. How do I know if my order was processed?

*** Effective February 1, 2020, please allow 2 months for order processing.

When your order is placed, you will receive an email from us confirming receipt of your order. Please retain this email for reference. When your order is shipped, you will receive an email from us with the ship date and tracking information.

5. What if I use a Post Office box?

If you use a PO Box for your shipping or billing address your order must be placed through our call center. Please call us during business hours at 1-800-878-0099 to place your order.

6. Do you ship to locations outside the contiguous United States?

We currently ship to locations within the contiguous United States. We do not ship to Alaska, Hawaii and Puerto Rico.

7. What if my transaction is declined?

If your transaction is declined, please contact your bank or financial institution to troubleshoot the declined payment. The products in your shopping cart will remain there until you return to complete the checkout process.

8. Where do I enter my coupon (promo) code?

Once you have added all of items to your cart, click on the shopping cart link. Below your list of products, you’ll see a button called 'Use Coupon Code'. Click on this link, enter the coupon/promo code, and click ‘Apply Coupon’. A message will appear to confirm that the code is valid. Your discount will be applied during the checkout process. 

Note: Coupon codes are case sensitive so make sure to use CAPS or lowercase as shown in the advertisement. Also, if a coupon code does not work, please call us during our business hours at 1-800-878-0099 before completing the checkout process.

9. Does Augason Farms offer financing options?

Yes! Augason Farms offers financing on orders of any size through Bread® and PayPal Credit® financing companies.

RETURNS AND DAMAGED PRODUCTS

1. What is Augason Farms return policy?

To effectively manage inventory and product availability, all orders placed through AugasonFarms.com are final.

2. My products arrived damaged, what should I do?

Damaged or defective product may be eligible for a refund or exchange. Please contact us within 7 DAYS of receiving your product by submitting a ticket through our Online Ticket System

 

**We are currently experiencing an extraordinary volume of orders and online help tickets due coronavirus concerns. It may be several days, if not weeks, before you hear back from us. Please be assured that we will respond to tickets in the order they are received and you will hear from us just as soon as possible.

 

We strongly recommend that you do not contact us by phone at this time. The current call volume has overwhelmed our call center and voice mail system. Our Online Ticket System is the best way to officially notify us of damaged or defective product. It will secure your place in line for a response from our customer service team.

 

We sincerely appreciate your patience.

3. My product is dented or collapsed, what should I do?

Slight damage to the product does not necessarily mean a return is necessary. Below are examples of damaged products that will not compromise the product’s quality and shelf life: 

·         Collapsed Pails. Because of elevation changes during shipping, airtight pails occasionally arrive “collapsed”. This is unavoidable due to air pressure. If the pail remains collapsed, you can rest assured that the pail is air tight and perfectly sealed. However, if a collapsed pail slowly begins to expand, the seal may be compromised. Pails that arrive without having collapsed are air tight and perfectly sealed.

·         Dented Cans. Occasionally scratches and dents happen, however they are usually cosmetic. If you are concerned, please contact us and we will conduct a visual inspection and let you know if the dent is cosmetic or needs to be replaced.

·         Shipping Boxes. Boxes that are damaged during shipping do not typically compromise the product inside. Upon receipt of a damaged box, please open the box right away to make sure the product(s) remain sealed and airtight. If they are sealed and airtight, the product is perfectly good.

If you are uncomfortable with damaged product and are concerned that the damage is more than cosmetic, please contact us to discuss replacement options. You may contact us in one of the following ways:

·         Submit an online request through our Online Ticket System.  This is a convenient way to contact us at any time of the day to begin the return process. We will respond to your ticket within one business day.

·         Call us during business hours at 1-800-878-0099. We are available Monday through Friday 8:00AM-5:00PM (Mountain Time). It is helpful if you have your original order number ready. We will give you a Return Merchandise Authorization and further directions.

 

For additional details about our return policy, please refer to Terms and Conditions. 

4. Are hard goods covered under a warranty?

All of our hard-goods are covered under a one-year warranty against defects in material and workmanship from the day of delivery. Many products contain a manufacturer’s war  anty to cover them.

Please contact us in one of the following ways:

·         Submit an online request through our Online Ticket System.  This is a convenient way to contact us at any time of the day to begin the return process. We will respond to your ticket within one business day.

·         Call us during business hours at 1-800-878-0099. We are available Monday through Friday 8:00AM-5:00PM (Mountain Time). It is helpful if you have your original order number ready. We will give you a Return Merchandise Authorization and further directions.

Non-GMO AND GLUTEN FREE

1. Do you offer products that are certified Non-GMO?

We do not. We source our raw ingredients from numerous suppliers throughout the United States, and, because those sources changes frequently to ensure that we are bringing in the highest possible quality ingredients, we are unable to certify that our products are consistently non-GMO.

2. Are the products you advertise as gluten free Certified gluten free?

Yes. Gluten-free products are blended and packaged in Augason Farms manufacturing facilities that are approved and certified by the Gluten Free Certification Organization (GFCO); a quality assurance program of the Gluten Intolerance Group (GIG) of North America. 

When we obtain GFCO certification, we are licensed to print the registered mark or symbol on all gluten free product labels. In addition, we have USDA inspectors on site, working independently to ensure that our products meet government standards and label claims.

3. Foods like fruits, vegetables, chicken and beef are naturally gluten free, so why do you certify them as gluten free?

When it comes to emergency food storage, we believe that gluten sensitivities must be taken very seriously. We ensure that in our preparation process the avoidance of cross-contamination between gluten based and gluten-free foods.

In an emergency situation, when medical services are compromised or non-existent, this is not the time to put you or your loved ones at risk of a severe allergic reaction or anaphylactic shock. This is why we take measures to ensure that nutrient-rich foods such as fruits, vegetables and meats (including meat substitutes) are safe for everyone when it comes to life or death situations.

4. Do you offer complete meal solutions that are Certified Gluten Free?

Yes. We offer several great tasting gluten free products. See complete listing.

NUTRITIONAL FACTS, INGREDIENTS, AND MANUFACTURING PROCESS

1. Where can I find Nutrition Facts and Ingredients for your products?

On our website, each product page includes a complete product description where you’ll find a link to the product’s Nutritional Facts and Ingredients, including any allergens that may apply.  

2. Do you offer low sodium options?

As part of our product development process we strive to achieve a balance of sodium that will ensure optimal flavor, shelf life and nutrition. Because sodium plays an important role in each of these emergency food attributes, we do not offer low sodium products. 

3. Why is there so much salt in long term food storage products?

Sodium plays an important role in the formulation and production of emergency food. From an overall health perspective, sodium provides an essential source of electrolytes which is critical to the stability of vital body functions. In disaster and survival situations, activity levels substantially increase which means the body uses electrolytes at a much faster rate and must be replaced more frequently. Survival food is an important source for that electrolyte replacement.

4. What kind of meats do you use in your food?

We offer several complete meals solutions that include 100% real freeze dried chicken or beef that is precooked. View this page for details.

For optimal flexibility when preparing meals for your family, we have excluded meats from many of our complete meal solutions. This allows you the option to add real meat or soy-based meat substitutes as you desire. View this page for more details.  

5. What is TVP?

Textured Vegetable Protein (TVP) is a vegetarian meat substitute made from defatted soy flour. Many restaurants and food manufacturers use TVP on a regular basis to provide not only meat free solutions for vegetarian diets, but also for added texture, food stability, protein, and more. 

6. What kind of meats do you offer?

We offer precooked 100% real freeze dried chicken and beef as well as vegetarian meat substitutes (TVP) in a variety of savory flavors.  View this page for details.

EMERGENCY SUPPLIES, GEAR, AND WATER STORAGE

1. Do you offer water storage products?

Yes, we do offer water storage and filtration products. View our water storage solutions page for more details.

2. How do I open my pail?

Pails are easily opened using a bucket lid opener, also known as bung wrench. We suggest you store at least one bung wrench next to your food storage pails so they can be quickly opened in an emergency. If you have emergency “grab-and-go” pails, it’s a good idea to duct tape a bung wrench to the top of your pail.

3. Do you sell empty food-grade containers?

No, we do not at this time.

FOOD PREPARATION AND RECIPES

1. What is required to prepare your food?

There are countless ways to prepare our foods which makes it easy for you to tailor your food storage choices with your cooking preferences. Here are a few examples:

Complete Meal Solutions

These are meals that simply require adding water to the mix and heating, for example soups, entrees, breakfast items. Some meals are best when simmered until ingredients such as rice or noodles reach desired tenderness, typically for 10 to 15 minutes. View this page for more details.

Individual Food Products

This includes products such as freeze dried fruits and vegetables may be enjoyed straight from the can as a quick grab-and-go snack. Others may be used in recipes or added to complete meal solutions to extend their number of servings. 

Where to Find Food Prep Instructions

To see preparation directions for a specific product go to the product page and click on the Nutrition Facts and Ingredients link located at the bottom of the product description.  

2. Do you have recipes?

Yes, we provide recipes in a varieties ways:

#10 Can Labels

 All of our #10 cans include three or four recipes that are printed right on the can label. You may view these recipes by going to the product page that you are interested in and clicking on the black and white image that states “Recipes” in the upper right corner. See example.

Social Media

We frequently post recipes on our various social media channels, be sure to check back often for new recipes and food-prep videos.

SHELF LIFE AND STORAGE CONDITIONS

1. What is the shelf life of your products?

The quality and taste of most Augason Farms products (unopened) will last up to 30 years however this may vary based on food storage conditions and ingredients. Some products such as eggs and bread mixes may have a shorter shelf life (5 to 10 years) because real dairy ingredients and products with even small amounts of oil will not last as long.  Extreme temperatures will deteriorate quality and shelf life therefore, to achieve optimal shelf life, store products in a cool and dry place at temperatures between 55F and 70F. 

2. How should my products be stored?

Avoid Excessive Temperatures

Food is best stored in an environment that is not subject to extreme hot and cold temperatures. Over time, excessive temperatures will compromise the flavor of some products and will result in the breakdown of proteins and vitamins. Optimal room temperature is between 55°F and 70°F.  

Avoid Moisture

This is critical when it comes to food storage. Food grade pails and cans are waterproof. However, cans will begin to rust if they are exposed to water for an extended period of time. The good news is, cans and pails will float in flood situations. Just remember to dry them well and check for damage when they are recovered.

3. How do I know the shelf life of the product I have or want to buy?

You will find the shelf life of individual products on our website within each product description. 

Note about the shelf life of products included in a kit:  Kits that include a variety of product types will indicate a shelf life “range” which presents the lowest shelf life (for example products that include eggs or oil) up to the longest shelf life (products that are egg or oil free). 

4. Once I open my product, what is the shelf life?

Opened products will last up to one year when stored in a cool, dry and dark place. When product is opened it is exposed to oxygen and light which begins the deterioration process (microorganisms need oxygen and air to grow). Please remember that for optimal shelf life, product is best when stored in a cool and dry location at temperatures between 55°F and 70°F. 

Pails, totes, or cans that contain individual pouches: The shelf life of unopened pouches that are packaged within another container retain their full shelf life even after the container has been opened. 

5. What is the shelf life of TVP products?

Unopened vegetarian meat substitutes (“TVP”) have a shelf life of up to 10 years based on storage conditions.     

ABOUT AUGASON FARMS

1. Are Augason Farms products manufactured in the U.S.A.?

All of our food products are custom-blended and packaged in our Salt Lake City, Utah facility. The majority of our ingredients are sourced within the US. Occasionally, agricultural ingredients are sourced outside of the US from vetted and qualified raw-material suppliers.

2. What are your hours of operation?

Customer Support & Distribution Center 

  • Open: Monday - Friday
  • Hours of Operation: 8:00am to 5:00pm MT (Mountain Time)

3. What are Augason Farm’s Terms & Conditions?

You may view our Terms & Conditions by clicking here.

4. Does Augason Farms have a retail store?

No. However, in addition to our website, you will find Augason Farms products in these retail and/or online locations: 

  • Costco
  • Sam’s Club
  • Sportsman’s Warehouse
  • Walmart
  • WinCo
  • Associate Food Stores such as Macey’s, Dan’s, Fresh Market and others in the Intermountain West region

5. Does Augason Farms Offer Samples?

Augason Farms does not offer samples at this time.

6. Do you have a list of all the products sold on your website?

No, unfortunately, we do not have a list at this time. 

7. Do you manufacture products that are custom blended or produced under a private label?

Yes. Our parent company, Blue Chip Group, provides custom blending and private label services via their BCG Manufacturing Division. If you are interested, please email the BCG Manufacturing Division directly at sales@bcgmanufacturing.com.