FAQ - Frequently Asked Questions
Questions about us
Where is Carne Genuina's headquarters located?
Our operational headquarters are located in the countryside of the province of Bergamo: Treviglio, via San Michele 24. We are a real farm: here we raise our cattle and from here all the products available on our Shop depart.
You can come and visit us and we will welcome you with open arms!
If you want to do your shopping, we always recommend booking the products via the website or by calling 3272245892.
Is it possible to collect / purchase at our office?
We recommend that you reserve the desired products at least 48 hours in advance, on the website or by calling 3272245892. You can pick up your ready shopping, during opening hours or in the afternoon, by appointment.
It is also possible to make a purchase directly at Cascina, depending on the availability of the products at the time.
Opening hours:
Monday, Tuesday, Wednesday, Friday: 8:30 - 13:30
Thursday: 11:30 - 13:30
Saturday: 8:30 - 13:00
We also ship throughout Italy with Stef refrigerated courier.
We deliver to Treviglio and surrounding areas.
Do you deliver personally?
We deliver personally only in Treviglio and surrounding areas, with refrigerated van.
We ship throughout Italy via an external refrigerated courier, Stef.
Do you have a special need? Contact customer service at 3272245892.
Shipping Questions
Where do you ship to?
We ship to all Italian provinces with Stef refrigerated courier, including islands.
Do you deliver directly?
We deliver directly to Treviglio and surrounding areas starting from €2.50.
How much does shipping cost?
Shipping is free for orders over €149. Shipping via Stef refrigerated courier costs €12.90 throughout Italy, including the islands. Delivery to Treviglio and surrounding areas starts at €2.50.
How does transportation take place?
Both the shipments that we entrust to Stef (a leading refrigerated courier in its sector) and the deliveries that we make directly are carried out via refrigerated transport vehicles at 0-4 degrees to guarantee the conservation of the products in total safety.
How do shipping work?
We ship every business day, Monday through Friday.
Orders received from Thursday onwards will be shipped from Monday onwards.
From the moment of shipment departure, the goods arrive at their destination in 24/72 working hours.
If you want more detailed information about shipping in your area, contact us at info@carnegenuina.it or call us at 3272245892 and we will answer all your questions!
What are the delivery times?
From the moment you place your order on our website to the moment of delivery to your home, a minimum of 2 days passes, a maximum of 7, depending on the specifics of each order and the destination area. For more detailed information on delivery times in your area, write to our customer service at info@carnegenuina.it or call us at 3272245892.
Can I track my order?
Of course: when the Stef refrigerated courier takes charge of your delivery, it sends you a confirmation email with all the details of your order.
Order Questions
How do I place an order?
From the Shop, select the product you are interested in; select the weight and any other features and add the product to the Cart. Repeat the operation for all the products you want. When you have finished, go to your “Cart” (top right), check your order, add any additional notes and confirm your order by clicking “Payment” and then “Check Out” . At this point, choose the delivery method (collection or shipping) and enter your details. Click “Go to shipping/Go to payment”. In the “Payments” screen, you can enter your discount code, if you have one. Enter your payment details and click “Pay now” to complete your order. You will receive a confirmation email with the details of your order. Do you have any questions? Write to info@carnegenuina.it
Can I place an order by phone?
Sure! Contact our customer service at 3272245892 and we will register your order. We will need an email address and a telephone number.
Can I change my order?
If you have closed an order, but want to make changes, you have 24 hours to contact our customer service by writing to info@carnegenuina.it or calling 3272245892.
Can I cancel an order?
From the moment you confirm your order, you have 12 hours to cancel it. If you wish to cancel your order, you can contact our customer service by writing to info@carnegenuina.it or calling 3272245892. If the order has already been shipped, it is not possible to cancel it or receive refunds.
Where do I enter the Discount Code / Gift Card?
If you have a discount code issued by Carne Genuina you can enter it at the time of payment in the appropriate section "Gift Voucher or Discount Code". By clicking apply, the discount is calculated automatically.
Can I track the status of my order?
In your account, in the “Your orders” section you can check if your order is confirmed, in preparation and shipping. For information on your order, you can also contact our customer service by writing to info@carnegenuina.it or calling 3272245892.
Questions about packaging and storing at home
How is the meat packaged?
We vacuum-pack all our fresh products, in practical bags that you can store in the refrigerator for 3/4 days or you can put them in the freezer right away.
How long does meat last in your home refrigerator and freezer?
We recommend storing the meat in your home refrigerator for a maximum of 3/4 days after the shipment arrives. You can freeze our vacuum-packed packages directly in your freezer. The smaller cuts (minced meat, slices) can be stored in the freezer for 1-3 months; the slices (roasts, boiled meat, etc.) can be stored in the freezer for 6 months.
Do you have any recommended recipes?
On our website, in the Blog section, you can find many recipes and our cooking guide. Click here to take a look.
Product Questions
I can't find a product / I have a special request
If you need a customized product, write to our customer service at info@carnegenuina.it or contact us at 3272245892: we will do our best to find what you are looking for or to customize your order. The service may be subject to surcharges.
What is the Bovì Box?
The Bovì Box is the product with which we launched our Start up and which most distinguishes us. It is our package of beef from young veal or heifer born and raised in our family business. In the Bovì Box you will find white and black Friesian / Holstain meat; in the Blu Belga Box you will find Belgian Blue meat. The Boxes are available in the following formats: 5 kg or 10 kg.
Why is the Bovì Box so special?
Simone and Cristoforo Assanelli, with the collaboration of grandfather Carlo, take care of every phase of our short supply chain, from the cultivation of the land that provides 100% natural grass, hay and cereals for the entire herd's feed, to the punctual management of each individual bovine, with extreme attention to animal welfare. Within our company we raise Friesian, Belgian Blue and Wagyu and all the calves are born here in our barn applying, when possible, the cow-calf line.
By choosing Bovì or Blu Belga Box you are not just buying a pack of meat; you are choosing a product in which we put all our farming knowledge, the experience of the generations that preceded us, our passion, our commitment and the promise to bring you a truly special product to the table.
By choosing Bovì or Blu Belga Box you support the ancient work of our family and bring home a product of the highest quality, purchasing meat at an ethical price for you and for the breeder and enhancing our short supply chain.
Questions about payments and discounts
What payment methods do you accept?
The accepted payment methods are:
Credit Card (American Express, Visa, Maestro, Mastercard)
ATM
Advance Bank Transfer
Satispay
Scalapay
Ticket Restaurant Edenred
Meal vouchers for pilgrims
Agreement with Welfare.it
Gift Card
Payment upon collection at our Treviglio office
Payment by cash on delivery is only available for deliveries to Treviglio (BG) and surrounding areas.
How do you pay with meal vouchers?
We accept Ticket Restaurant vouchers, for a maximum of 8 tickets, valid on all products except alcoholic beverages. To use them, click on the "Meal vouchers / Use your Edenred Restaurant Tickets" button found inside the Cart. From here, activate your profile. For more information click HERE .
Where do I enter the discount code / Gift Card?
Discount codes are issued exclusively by Carne Genuina and can be used during payment by entering the code text in the appropriate "Gift Voucher or Discount Code" box, then clicking "Apply".
Can I pay cash on delivery?
Sorry, cash on delivery is not available.
Reports
I had a problem with my order. Who can I contact?
For any reports do not hesitate to contact our Customer Service by writing to segnalazioni@carnegenuina.it or by calling the number 3272245892.
Complaints
In case of any unforeseen events, please contact us within 3 days of receiving your order.
We are committed to individually evaluating reports and complaints regarding our products only: write to us at segnalazioni@carnegenuina.it also attaching photographic documentation to the communication or contact us at 3272245892.
