FAQ - Frequently Asked Questions

Questions about us

Where is Carne Genuina's headquarters located?
Our operational headquarters is located in the countryside of the province of Bergamo: Treviglio, via San Michele 24. We are a real agricultural company: here we raise our steers and all the products available on our Shop start from here.
You can come and visit us!

Is it possible to collect/purchase at our office?
Order online or by phone and collect in Cascina. We recommend booking the desired products at least 48 hours in advance, on the website or by telephone at 3272245892.
It is also possible to make a purchase directly in Cascina, depending on the availability of the products at the time.

Opening time:
Monday, Tuesday, Wednesday, Friday: 8.30am - 1.30pm
Thursday: 11.30am - 1.30pm
Saturday: 8.30am - 1pm

We also ship throughout Italy with Stef refrigerated courier.
We deliver to Treviglio and surrounding areas.

Do you make deliveries yourself?
We deliver personally only to Treviglio and surrounding areas, with a refrigerated van.
We ship throughout Italy via an external refrigerated courier, Stef.
Do you have a special need? Contact customer service on 3272245892.

Shipping questions

Where do you ship?
We ship to all Italian provinces with Stef refrigerated courier, including islands.

Do you make deliveries directly?
We deliver directly to Treviglio and surrounding areas starting from €2.50.

How much is shipping?
Shipping is free for orders exceeding €149. Shipping via Stef refrigerated courier costs €11.90 throughout Italy, including the islands. Delivery to Treviglio and surrounding areas starts from €2.50.

How is the transport carried out?
Both the shipments that we entrust to Stef (a leading refrigerated courier in its sector) and the deliveries that we make directly take place via means of transport refrigerated at 0-4 degrees to guarantee the preservation of the products in total safety.

How do shipments work?
We ship every business day, Monday to Friday.
Orders received from Thursday onwards are shipped from Monday.
From the moment of departure of the shipment, the goods arrive at their destination in 24/72 working hours.

If you want more detailed information on shipping in your area, contact us at info@carnegenuina.it or call us on 3272245892 and we will answer all your questions!

What are the delivery times?
From the moment you place the order on our site 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 in-depth information on delivery times in your area, write to our customer service at info@carnegenuina.it, call us on 3272245892.

Can I track my order?
Of course: when the refrigerated courier Stef picks up your delivery, it sends you a confirmation via 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 characteristics and add the product to the cart. Repeat the operation for all the products you want. When you have finished, enter your "Cart" (top right), check your order, enter any notes and confirm your order by clicking "Order now". At this point choose the delivery method (collection or shipping) and enter your details. Click “Go to shipping/Go to payment”. On 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 question? Write to info@carnegenuina.it

Can I place an order by phone?
Certain! Contact our customer service on 3272245892 and we will help you place your order on our site.

Can I change my order?
If you have closed an order, but wish to make changes, you have 24 hours to contact our customer service by writing to info@carnegenuina.it or by 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 "Gift Voucher or Discount Code" section. By clicking apply, the discount is calculated automatically.

Can I track the status of my order?
Inside your account, in the "Your orders" section you can check if your order is confirmed, being prepared and being shipped. 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 storage at home

How is the meat packaged?
We vacuum-pack all our fresh products in practical bags that you can keep in the refrigerator for 3/4 days or you can already put in the freezer.

How long does meat last in the refrigerator and freezer at home?
We recommend storing the meat in the home refrigerator for a maximum of 3/4 days after the shipment arrives. You can freeze our vacuum-packed packages directly in your freezer. Smaller cuts (minced, sliced) can be stored in the freezer for 1-3 months; the slices (roasted, boiled, 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 numerous 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 personalized product, write to our customer service at info@carnegenuina.it or contact us on 3272245892: we will do everything we can to find what you are looking for or to personalize 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 distinguishes us the most. It is our package of veal or scottone meat born and raised in our family business. In the Bovì Box you will find white and black Friesian / Holstain meat; in the Belgian Blue 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 which provides 100% natural grass, hay and cereals to feed the entire herd, to the timely management of each single bovine, with extreme attention to animal welfare. Within our company we breed Friesian, Belgian Blue and Wagyu and all the calves are born here in our stable applying, when possible, the cow-calf line.
By choosing the Bovì or the Blu Belgian Box you are not just buying a pack of meat; you are choosing a product into which we put all our peasant knowledge, the experience of the generations that preceded us, our passion, our commitment and the promise of bringing a truly special product to your table.
By choosing Bovì or Blu Belgian Box you support the ancient work of our family and bring home a very high quality product, purchasing meat at an ethical price for you and the farmer 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
Afterpay
Ticket Restaurant
Gift Cards
Payment upon collection at our headquarters in Treviglio
Payment by cash on delivery is not available.

How do you pay with meal vouchers?
We accept Basto Ticket Restaurant vouchers, for a maximum of 8 tickets, valid on all products except alcohol. To use them, click on the "Meal vouchers/Use your Edenred Restaurant Tickets" button located 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 "Gift Voucher or Discount Code" box and then clicking "Apply".

Can I pay by cash on delivery?
Sorry, cash on delivery is not available.

Reports

I had a problem with my order. Who should I contact?
For any report, do not hesitate to contact our Customer Service by writing to ordini@carnegenuina.it or by calling 3272245892.

Complaints

In case of unforeseen circumstances, contact us within 3 days of receiving your order.
We undertake to individually evaluate reports and complaints relating exclusively to our products: write to us at ordini@carnegenuina.it also attaching photographic documentation to the communication or contact us on 3272245892.