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Customer Service FAQs

When will my order arrive?

Products are generally shipped within a day of your order via UPS ground service (unless you selected the 2-day Air express service.) Our distribution center is in Washington so shipments will usually arrive in 2 to 6 business days, depending upon destination. Shipments to northwestern addresses will usually take 2-3 days, and shipments to northeastern or southeastern addresses will usually take 5-6 days. You will receive an email with your shipment tracking information once your order has been shipped.

Do you ship your products internationally?

No. We do not offer international shipping at this time.

Do you ship your products to Canada?

No. We do not ship to addresses outside the U.S.A. at this time.

Do you ship your products internationally?

No. We do not offer international shipping at this time.

Do you ship to Alaska and Hawaii?

Yes. We ship to Alaska and Hawaii. There is an upcharge to help cover the additional shipping expenses. See our Shipping policy for details.

How do I contact Customer Service to ask questions and place or modify orders?

Just go to our Customer Service page or call 1-888-221-8208.

Are your products available in grocery stores?

Not yet, but they are available in Patagonia retail stores.


BUFFALO JERKY PRODUCT FAQS

Why buffalo?

We launched Patagonia Provisions to create positive change in the food industry by sourcing food in ways that protect and restore the planet. Our partnership with Wild Idea Buffalo is designed to support Dan and Jill O’Brien’s efforts to conserve and restore the grasslands of South Dakota, while producing a delicious, sustainably sourced Buffalo Jerky.

We launched Patagonia Provisions to create positive change in the food industry by sourcing food in ways that protect and restore the planet.

Our buffalo meat is a delicious and healthy byproduct of Wild Idea’s efforts to restore the rapidly vanishing Great Plains grasslands, where years of mismanaged land and overgrazing decimated a once thriving prairie that stretched from Mississippi to the Rockies.

Grazing naturally and roaming freely, the buffalo help nurture the prairie back to health. Their unique grazing habits, soil-tilling hooves and nutrient input allow native grasses – and the hundreds of species that depend on them – to thrive. And thriving grasslands, and healthy soil as a result, are one of the world’s great carbon sequestering systems. As growing evidence shows that restoring the health of our soil is key to slowing climate change, we must seek food source options that support soil health, rather than destroy it.

How does the carbon sequestration work?

Dan and Jill O’Brien of Wild Idea Buffalo have found a way to keep soil healthy through buffalo. Grazing naturally and roaming freely, the buffalo help nurture the prairie back to health by recycling nutrients and tilling the soil as they roam.

When managed in a holistic way, buffalo act as nature’s rototillers. The millions of steps they take till the soil in a way that returns carbon to it, rather than tilling it out. Grass-fed buffalo meat is also high in omega-3s (found in abundance in grass-fed buffalo) and a healthier meat option.

How can eating buffalo be protecting them?

Native grasses, the defining feature of the Great Plains, evolved with—and require—the light grazing, hoof tilling and nutrients provided by buffalo herds. Without buffalo, the grasslands begin a downward spiral, removing key habitat and food sources for hundreds of other species. Through selective harvesting, a healthy population of free-roaming buffalo is maintained and the prairie land can be restored. By creating a market for this tasty meat, it ensures the continued existence (or even expansion) of these ancient buffalo herds.

How are the buffalo treated?

Just as Dan O’Brien of Wild Idea Buffalo has a deep respect for the grasslands, so he does for the buffalo that live there. He strives to raise his buffalo like the Plains Indians traditionally did –“buffalo that were allowed to fatten on native grass, killed with honor on the range where they were born, and never exposed to the chemicals that become necessary once they entered a feedlot.” Following this model, O’Brien’s buffalo never taste grain, are never administered antibiotics, and never experience the terror of a slaughterhouse. They feast on native grasses their entire lives, which makes their meat richer in the beneficial omega-3 fats and conjugated linoleic acid. And when the time comes for slaughter, the buffalo are humanely “harvested” on the open pastures.

How are the buffalo harvested?

It is not possible for us to talk about eating meat without addressing the reality of harvesting animals. While slaughter is a given, we can make choices about which food chains we source and how the end of life comes about.

Take the buffalo at Wild Idea Buffalo: The harvesting process is one piece of a holistic system that prioritizes animal and planetary welfare at every step along the way. From the ability to roam free and eat the grass they were intended to eat, to receiving a dignified end in the field on the Plains -- far from the stress of the slaughterhouse -- the animals are treated with care and respect.

The ranchers who produce buffalo for our jerky believe that their animals should live a good life, and deserve to be harvested by the most humane method possible.

As such, the buffalo are not herded into crowded, stressful slaughterhouses. The buffalo are shot by a sharp shooter in the field from some distance away and die instantly. They are then processed in the field with mobile, USDA-approved equipment.

What is the best by date for the jerky?

The shelf life of an unopened package of buffalo jerky is 12 months. The product code and expiration can be found embossed into the seal of the bottom of each individual bag. (Once the package has been opened, we recommend consumption soon after.)


SALMON PRODUCT FAQS

Do I need to refrigerate your lightly smoked salmon?

Unopened packages do not require refrigeration. Our lightly smoked salmon pouches are shelf-stable and good for 5 years from the date of packaging. Once the pouch is opened, keep refrigerated and eat within 3 days

What is the shelf life of your lightly smoked salmon in a pouch?

Our lightly smoked salmon pouches are shelf-stable and good for 5 years from the date of packaging. Once the pouch is opened, keep refrigerated and eat within 3 days.

How long will pouched salmon keep?

Our lightly smoked salmon pouches are shelf-stable and good for 5 years from the date of packaging. Once the pouch is opened, keep refrigerated and eat within 3 days.

Why is there liquid inside the packaging with the smoked salmon?

The filleted, cured and smoked salmon is vacuum sealed inside the pouch with organic ingredients, including about a teaspoon of olive oil, and then cooked (steamed) for approximately 90 minutes. The liquid inside the packaging is a combination of the organic olive oil and the natural oils released from the salmon meat during the cooking process.

Are there any preservatives in the lightly smoked salmon?

We use organic ingredients and no artificial preservatives. Please note that kosher salt is an ingredient and salt is a preservative.

How do I find the expiration date for my lightly smoked salmon?

Your unopened lightly smoked salmon pouch is shelf-stable and good for 5 years from the date of packaging under normal storage conditions. To find the date of packaging, look for the 8-digit code printed on the lower edge of the back of the pouch.
For example, the code “743A2891” represents:
  • The "74" is our FDA plant number
  • The "3" is the last digit of the year in which it was produced (2013)
  • The "A" is our species code (A=Sockeye Salmon)
  • The "289" is the Julian day of the year. 001 = 1st of January, 289 = 16th of October
  • The "1" is the processing lot number of that day

If you need help understanding your salmon's expiration date, please call us at 1-888-221-8208.

How do I cook my lightly smoked salmon?

Your Sockeye Salmon is already fully cooked and ready to eat. You can enjoy it as is, or if you'd like it as a hot meal, you can heat the sealed package in hot water for 5-7 minutes, then open, drain and serve. If you'd rather, you can put the salmon into a pan and heat it up that way. Enjoy the salmon by itself, or serve over rice, grains or greens. Look for more recipes on our website. (Do not microwave in the pouch since the packaging has a thin layer of metal.

What ingredients are used in my lightly smoked salmon?

We use Wild Sockeye Salmon, cured in a brine of kosher salt and organic brown sugar, a touch of organic olive oil and natural wood smoke. For our Lemon Pepper flavor, we add a blend of organic spices, including sea salt, garlic, lemon peel, onion & citric acid. You can also find our ingredient list on the back panel of your salmon packaging.


SALMON PACKAGING FAQS

What is the Lightly Smoked Wild Sockeye Salmon packaging?

The salmon is packed in a retort pouch, a type of package made from multiple layers of plastics and aluminum foil. The filleted, cured and smoked salmon is vacuum sealed inside the pouch and then steamed for approximately 90 minutes to kill bacteria and microorganisms that can spoil the fish. This process makes the product shelf stable without refrigeration. The salmon is ready to eat as is, or can be re-heated in the retort package in hot water. The shelf-life of the product is five years from date of packaging.

Why did we choose this packaging instead of a can?

Retort packaging has many advantages over metal cans which are the traditional packaging for fish. Using the flexible retort packaging means:
Quality
  • Retort packaging is used around the world largely because the process results in a less oxidized more delicious product.

For the backcountry:
  • Packs better and weighs less
  • Less waste to carry out and dispose and very compact
  • Easier to open- no opener needed
  • No sharp edges to cut you or tear equipment

Environmental Benefits:
  • Compared to a can, a retort pouch uses 2/3 less packaging which translates to important environmental savings. Retort packaging compared to cans uses up to 75% less energy to produce; generates less waste after the consumer is done with it; and reduces fossil fuel and energy consumption in storage and transport.

There are currently no perfect packaging solutions. All packaging has advantages and disadvantages. Our ideal would be minimal packaging, easily recyclable and made from renewable, clean materials, but we are not there yet. We’ll continue to work toward the best packaging possible. If you have ideas, let us know!

Is it recyclable? What do I do with it when I am done?

Putting it simply, no, the retort packaging is not recyclable in most communities. Recycling is very, very important, but the environmental benefits of using less material by using a pouch and greatly reducing the amount of packaging that would be manufactured AND disposed of offsets the environmental benefits of recycling a can.

Can I burn it in my campfire?

Leave No Trace Ethos: Pack it in, pack it out! Open pit burning is a no-no. Need we say more?

Is it microwavable?

Since the package contains a metal layer, no, the salmon cannot be microwaved in the pouch. But it can be removed from the package, placed in a microwave safe dish and heated in a microwave.

Is it safe cooking in plastic?

Naturally all required measures were taken to ensure that the Wild Salmon retort package meets all FDA requirements. There are tens of millions of retort packages in use today and this kind of packaging has been used for decades for all kinds of food products including field rations for the military, camping food and Capri Sun to mention just a few. And unlike metal cans which have coatings, the vast majority of which contain bisphenol A (BPA), the inner layer of the retort packaging which is in contact with the Wild Sockeye Salmon does not contain any BPA.

Yet for some, the idea of food cooked in contact with plastic (whether canned or in retort packaging) may be unacceptable. The convenience of the retort pouch- heating in the package, lightweight, compact and flexible- may not outweigh the negative. For those uncomfortable with the idea of reheating their salmon while it is in contact with plastic, they can pour the contents of the package into a pan and heat it.

And remember, our Lightly Smoked Wild Sockeye Salmon is already fully cooked, so you do not need to reheat it if you don't want to. Many customers enjoy eating our salmon cold, straight up or over a salad.


SOUP PRODUCT FAQS

Can the soups be cooked in the pouch?

No, the soup must be boiled for one minute in a heatproof  container. It cannot be cooked inside its packaging.

Are the soups microwavable?

The soups cannot be microwaved in the pouch, however they can be cooked by first heating two cups of water to a boil in a microwave-safe container, adding the contents of the pouch, microwaving another two minutes, covering and allowing to sit for 9 minutes.

Is the soup gluten free?

Our Black Bean Soup is gluten free.

Our Tsampa Soup, however, is NOT gluten free. They contain organic cracked barley, and/or precooked bulgur wheat, both of which contain gluten.

Is the soup vegetarian and vegan?

Yes, all of our soups are vegan. They do not contain any meat or animal products.

What is the shelf life of the soup?

The dry soup mix is good for 12 months (1 year) from “Best before” date in an unopened package.

How do I cook my soup?

Bring two cups of water to a boil, add contents of package, return to a boil and cook for at least one minute. Cover, remove from heat and wait 9 minutes. Our soups require an additional minute of cook time per 1,000 foot increase of elevation above 3,000 feet.

Can I burn the packaging in a campfire?

No, please stick with the Leave-No-Trace ethos: Pack it in, pack it out.

What are the natural flavors in the Tsampa Soup?

Natural flavors are strictly defined by the FDA and USDA National Organic Program as the natural essences or extractives from a spice, fruit, vegetable or other edible material whose significant function in food is flavoring rather than nutritional.

What are organic ground rice hulls?
They are rice hulls that have been finely ground. They are added to the product as a natural anti-caking agent instead of silicon dioxide. Much like when your grandmother used to put rice in the salt shaker to prevent the salt from caking, the rice hulls absorb water in the dry mix and keep it from sticking together.

Can I cook the product with something other than water? i.e. chicken broth/vegetable broth

Of course, you are free to cook Tsampa Soup with anything you like, but we don’t recommend it. The mix already contains enough flavor components for a tasty soup.

How much salt is added to your product?

Our soups are specifically formulated to be tasty but moderate in salt amount. This is not only better for our bodies but also enables you to adjust the salt level to taste if you wish.

How do I check the shelf life of the soup mix?

A “Best before” date is printed on the back of the package.

Can the shelf life be extended if I freeze the mix?

While freezing won’t harm the soup mix, it will not extend shelf life.

Who determines the serving size?

The FDA recommended serving size for soup labeling is about one cup prepared (245g). The reason for this is so consumers can compare the nutritional values of various products, all with the same serving size.

There are lumps in the dry soup mix, is it still okay?

Our Tsampa Soup mix is made without chemical emulsifiers or anti-caking agents; over time the ingredients may settle and become caked together. This does not affect the flavor, texture or nutritional qualities of the cooked soup in any way.

What does USDA Organic mean?

It means every ingredient, as well as the processing plant where our soup mix is made, must comply with stringent USDA National Organic Program requirements.

How much salt is added to your product?

Our soups are specifically formulated to be tasty but moderate in salt content. This is not only better for our bodies but also enables you to adjust the salt level to taste if you wish.

What are organic ground rice hulls?

They are rice hulls that have been finely ground. They are added to the product as a natural anti-caking agent instead of silicon dioxide. Much like when your grandmother used to put rice in the salt shaker to prevent the salt from caking, the rice hulls absorb water in the dry mix and keep it from sticking together.