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Customer Service
Shipping InformationRestaurant Information I Love Stubbs Club Sauces, Marinades and Rubs Questions Heating Instructions Allergies and Ingredient Information Mail order product Questions General Questions Stubb's History Questions 100% Guarantee and Return Policy Privacy Policy Shipping Information:Q. How does Stubb's ship my order?A. Our Mail Order barbecue is slow smoked following Stubb's legendary recipes. Then we quickly freeze and shrink-wrap the meats to seal in the natural juices and flavor. All Bar-B-Q items are shipped direct to your door in reusable thick-walled foam containers with dry-ice to insure your order arrives fresh-frozen, ready to thaw, heat and eat. The degree to which your meats have thawed will vary depending on the weather outside. The dry ice which was packed with your meats may have evaporated but the items should still be cold to the touch. All packages, except gift certificates, follow shipping dates given by UPS. Stubb's Bar-B-Q ships to all physical addresses in the continental United States. Unfortunately we cannot ship overseas or to Canada because of custom regulations and spoilage factors. All orders are shipped with 'No Signature Required'. With your Bar-B-Q order you will also receive a free 18 oz. bottle of Stubb’s Bar-B-Q Sauce and Stubb’s Taste of Texas Music CD. You can also choose to have your package gift wrapped in authentic Texas butcher paper for an additional $4.00. Q. What carrier do you use to ship my order? A. We ship exclusively with UPS due to their outstanding service and unsurpassed reliability. Q. Do you ship to P.O. Boxes? A. We cannot ship to PO Boxes. Q. What is my arrival date? A. ORDERS ARE SHIPPED WITHIN 3-5 BUSINESS DAYS. You have the option to request the arrival date of your choice within our available dates. Because we are shipping frozen items, we cannot have packages in transit over the weekend. To avoid spoilage in packages, orders placed after 12 PM Central Standard Time (CST) on Wednesday will not be shipped until the following Monday. See table below for shipping details. The order will arrive *on or before* the Arrival Date. While we will make every attempt to adhere to the table below as much as possible, holidays, natural intervention and unforeseen circumstances can force exceptions to the shipping and delivery schedule. this table is for estimated arrival day only. Since many people go out of town during the holiday season, we strongly suggest that if the you are ordering Stubb’s as a gift you send it BEFORE the holiday and make sure that the recipient will be at the address on the arrival date!
Whether you’re ordering for yourself or gifts for others, we strongly encourage you have your orders placed and shipped before the week of the holiday to ensure that they arrive in time. Unforeseen circumstances, such as inclement weather, can cause shipments to arrive later than expected. Please plan ahead and order early.
Orders placed after 12 pm CST will be shipped the next shipping day. SHIPPING DAYS MAY VARY. You can track your order by logging into your www.stubbsbbq.com account and and clicking on the Order Tracking at the top of the page. Be sure to have your Order Confirmation Number, Billing Zip Code and E-mail address ready. Q. How much will I pay for shipping and handling? A. Our shipping costs are based on the value of your order (which closely correlates to shipping weight) and the type of shipping service you request (overnight and 2-day shipping are the only options to guarantee the freshness of the items being shipped). See table below for specific costs:
Q. Do you require a signature when the order is delivered? A. No, all of our shipments are shipped UPS no signature required. Because items are perishable, it is most important that orders be shipped to locations where someone will be on the day of delivery. If someone is not there, UPS will leave the package at the delivery address. Q. Can I ship to more than one person? A. Yes, but shipping charges will be added to each individual order as each UPS freight charge is calculated by UPS per order based on location being shipped to. Q. My order is a surprise gift. Do you contact my recipient? A. If the recipient’s e-mail address is provided then we will notify them that a package is on the way, but not give specifics as to what it is. We will also send you a notification of the order status if you provide us with your e-mail address. Your recipient’s phone number is required in case UPS needs to contact them when delivering the package. Back to Top Restaurant Information:Q. I plan on visiting Austin and want to eat at Stubb's BBQ. Where is it located?A. Stubb's BBQ Restaurant is located downtown on 801 Red River, Austin, Texas 78701. Their hours are: Closed Monday Tue - Thu: 11 am - 10 pm Fri - Sat: 11 am - 11 pm Sun: 11 am - 9 pm Q. What is Stubb's Bar-B-Q Restaurant’s phone number? A. 512.480.8341 Q. What is the website for Stubb's Bar-B-Q restaurant? A. www.stubbsaustin.com Back to Top I Love Stubb's Club:Q. What is the I Love Stubb's Club?A.The I Love Stubb’s Club is a growing community of 50,000 people that is passionate about barbecuing and Stubb’s. When you join the club you will receive our e-mail newsletter to update you on all the amazing things happening in the world of Stubb’s Bar-B-Q. You will also receive great discounts, exclusive invitations and much more. So come to www.ilovestubbs.com and become a member Q. How can I join the I Love Stubb's Club? A. Go to www.ilovestubbs.com to join the club, receive newsletters, receive special VIP invitations to member only events, great discounts and much more. Back to Top Sauces, Marinades and Rubs Questions:Q. Where can I find more of Stubb’s sauces, marinades, rubs, wing sauces and liquid smokes?A.You can recreate Stubb’s flavors in your own home with Stubb’s Bar-B-Q sauces, marinades and our convenient spice rubs. Stubb’s products are located in any major retail store across the country. Look for the sauces and marinades in the condiment aisle and the spice rubs in the spice section. If you can’t find it in your store, ask the store manager about it. If you still can’t get it, you can order online at www.buystubbs.com or by calling 1-866-788-2272. Back to Top Heating Instructions:Q. How do I thaw Stubb's products?A. All of our products come packed in a reusable cooler with dry ice. Remove the products and put them in the refrigerator for thawing if you plan to use them within the next 5 days or you may freeze them for later use. he degree to which your meats have thawed will vary depending on the weather outside. The dry ice which was packed with your meats may have evaporated but the items should still be cold to the touch. If you find dry ice inside the cooler REMOVE IT CAREFULLY with oven mitts or other protective hand wear. IT WILL “FREEZE BURN” YOU IF IT CONTACTS YOUR SKIN. Discard the ice into the sink…it should evaporate quickly. Thaw all frozen products overnight in the refrigerator before heating. Do not remove plastic until you are ready to begin heating. Stubb's turkey and hams will take 48 to 72 hours for thawing before you can heat them. Q. How do I heat Stubb's ribs? A. The same heating process may be used for both our Baby Back Ribs and St. Louis Ribs. Conventional Oven-
Grill-
This method of heating is not encouraged as it may dry out your Ribs!
Q. What if I cook all my ribs and some are left over? Can I reheat them? If so, how long? A. If you have leftovers, you can reheat them by simply repeating our reheating instructions. Do not overcook; they tend to become dry. Q. How do I heat Stubbs brisket?, A. See individual instructions below. Conventional Oven-
*Microwave Oven- This method of heating is not encouraged as it may dry out your brisket!
*All microwaves vary; the cooking suggestions are guidelines only! Q. How do I thaw Stubb's Ham? If heating is desired, we recommend heating only those slices you plan to
use and not the entire ham, as repeated heating will dry the ham and alter
its flavor.
Microwave: Q. How do I thaw my turkey? Stubb's whole smoked turkey will have a pink color due to the natural smoking and curing processes and does not indicate an undercooked product. Q. How do I heat Stubb's Turkey? Preheat oven to 400 degrees for a thawed turkey and 350 for a frozen turkey.
We recommend that you heat the turkey fully thawed for best results.
A. We recommend that you use a conventional oven when heating our pork tenderloin. By the way, it's fully cooked and smoked and delicious cold right out of the package. Conventional Oven-
This method of heating is not encouraged as it may dry out your pork tenderloin!
*All microwaves vary; the cooking suggestions are guidelines only! Stove Top-
This method of heating is not encouraged as it may dry out your chopped beef!
*All microwaves vary; the cooking suggestions are guidelines only! Stove Top-
Grill-
This method of heating is not encouraged as it may dry out your sausage!
*All microwaves vary; the cooking suggestions are guidelines only! Boiling in Bag -
Oven -
Q. How do I thaw and heat Stubb's Pies? A. For best results: Leave pie wrapped and thaw in the refrigerator overnight. Quick thaw: Remove the shrink wrap and thaw at room temperature (approximately 2 hours). Conventional Oven-
This method of heating is not encouraged. It is best to heat the pie a slice or two at a time when using the microwave.
Warning - The filling may have hot spots, so please be careful when first taking the pie out of the microwave. Back to Top Allergies and Ingredient Information:Q. I have a nut allergy. Do any of your products contain nuts?A. Yes. All of our pies and cornbread may contain traces of peanuts and/or walnuts. Q. Do any of your products contain eggs? A. Yes. All of our pies have eggs in their ingredients. Q. What spices are used on the smoked meats? A. There are several spices including: paprika, salt, black pepper, cumin, garlic, onion, cayenne pepper and celery salt. Back to Top Mail order product Questions:RIBSQ. What does St. Louis style spare ribs mean? A. St. Louis style means that the back flap, breastbone and lower ribs have been cut off to create a squared-up rack. The breastbone in connected to the top few ribs-it runs north and south while the ribs run east and west. Removing it also makes carving at the table much easier. St. Louis pork ribs have a great flavor. These are ribs cut from the underbelly. Q. What does Baby Back ribs mean? A. Baby Back Ribs are a narrow slab of pork ribs cut from the loin. . Smaller than the St. Louis style, the Baby Back ribs are smoked for a shorter period of time because of their size so we peel the membrane off to allow more smoke flavor to penetrate the meat. Tender and full of flavor with a lot of meat. These are the best ribs you will ever have. Q. Do you take the membrane off your ribs? A. Off the Baby Backs, Yes! There is a membrane on the bone side of the rack of ribs that we remove. This process makes our ribs tenderer and juicier since it allows the smoke to penetrate the meat. Q. Do the ribs come with sauce on them? A. Our ribs are smoked in our wood log pits until they are fully cooked and include a slight amount of Stubb’s Smokey Mesquite Bar-B-Q Sauce hand basted along the top (meat) side of the rib rack 25 minutes before we pull them off. This helps to insure perfect flavor and moistness and provides the ultimate in sweet and spicy balance to your rib experience. This small amount of barbecue sauce helps in the reheating process and will prevent the preparation of "too dry" ribs. If you do like them dry, you can leave the foil open in the oven for the last 10 minutes of re-heating and you will get a dryer rib rack with the same Stubb’s taste. BRISKET Q. How do I slice a whole brisket? A. FYI: You can order our pre-sliced brisket since slicing a brisket requires a certain technique:
Q. Is your brisket all Natural? A. The beef used on our briskets and chopped beef is all natural no antibiotics or hormones. However, there are a small amount of preservatives in our basting sauce. Q. Do the briskets come with sauce on them? A. Our briskets are smoked in our pits until they are fully cooked and do not include any Bar-B-Q sauce. However, your order will be shipped with a free bottle of sauce of your choice so you can apply the sauce during the heating process. Basting with Bar-B-Q sauce will help in the heating process to prepare a wet (with sauce) brisket if that is how you like it. Back to Top GENERAL QUESTIONSQ. Have the meats already been cooked?A. Yes. All of our smoked meats come fully cooked and ready to thaw, heat and eat! Q. Can I refreeze my brisket, ribs, ham, turkey, etc? A. Most likely you will receive your shipments in a frozen state (particularly overnight deliveries and winter orders). If that is the case, you can refreeze them if you are not going to use them within 5 days. If you receive our product and they are thawed, then refreezing will not be advisable. The USDA says in Article 69: You may safely refreeze frozen foods that have been thawed if they still contain ice crystals or are still cold... below 35 degrees Fahrenheit. Refreezing partially thawed foods can reduce the quality of the product, especially in flavor or texture. Q. What if I'm only going to use half the order I received? A. Most likely you will receive your shipments in a frozen state (particularly overnight deliveries and winter orders). If that is the case, you can refreeze them if you are not going to use them within 5 days. If you receive our product and they are thawed, then refreezing will not be advisable. To freeze unused frozen ribs, wrap tightly in foil and place in a zip top freezer bag and place in the freezer. Be sure to date the bag. These ribs will remain fresh for approximately 6 months in your freezer. Q. How long after I receive my package do I have to cook them? A. We recommend you cook your brisket, pork and poultry within five days if stored in the refrigerator. Stubb’s products should remain fresh for up to 6 months in the freezer if they arrived fully frozen. We do recommend that you cook them within that time frame. Q. How much should I order per person? A. These are simply suggested serving portions when serving along with other side dishes. One full slab of Stubb’s pork ribs will feed 2-3 people. A pound of beef feeds 2 to 3 people. Keep in mind that these are general guidelines. If in doubt, order just a little more than you estimate you'll need, just to be sure to have enough for a full meal. Remember that having some leftovers is better than running out of food. Q. Do I get sauce with the Bar-B-Q order? A. Yes. You receive an 18 oz. bottle of Stubb’s Bar-B-Q sauce with every smoked meat order. Back to Top Stubb's History QuestionsQ. Is Stubb still alive?A. After accomplishing his vision of obtaining the ideal restaurant location in downtown Austin, Texas, Stubb passed away, leaving his legacy in the hands of all the folks working at Stubbs Company. A landmark was created in 1998 on the same location that started it all: Stubbs original Lubbock restaurant location on East Broadway. There is a nine foot bronze statue of Stubb, the man. It was commissioned by the Lubbock Arts Alliance and created by Terry Allen. Q. Where was Stubb from? A.C.B. Stubblefield was born on March 7, 1931 in Navasota TX; a little town between Houston and College Station on the Brazos river. His mom was a homemaker and took care of Stubb and his 11 other siblings.His father was a preacher and a share cropper with a knack for bringing folks together with uplifting music, plates of good food & the Spirit of the Lord. Q. Did he have a restaurant in Lubbock? A.Yes. When Stubb was 13 he moved to Lubbock, TX with his entire family. He didn’t attend much school, but instead spent much of his childhood picking cotton in Navasota and the flat fields of West Texas. Stubb enrolled in vocational welding school when he returned from the Korean war where he learned to make his own BBQ pits. He learned how to BBQ from Amos Gamel (BBQ legend in west Texas). In 1968 he opened the Lubbock restaurant.The restaurant was open for 17 years.Musicians from everywhere stop and had a good time and great bar-b-cue at Stubb's such as Willie Dixon, Muddy Waters, John Lee Hooker, Jessie (The Guitar) Taylor, and long time best friend Joe Ely. Q. Did Stubb serve in Korea? A.Stubb served in the US Army during the Korean War from 1950-1953. He was assigned to the 96th field artillery battalion, the last all black unit in the US Army. Stubb was a gunner and tank driver early on but he found his real calling as a mess sergeant on the front lines, where he cooked for over 10,000 men. He was honorably discharged from the military in 1957 after three tours of duty, he was decorated with a Purple Heart and an Oak Leaf cluster for being Injured in the trenches twice. Q. When did Stubb's Austin Restaurant open? A. Stubb moved to Austin in 1985, following his musician friends from the cultural vacuum of West Texas. He began selling his legendary BBQ behind Antone’s when it was located on Guadalupe near the University of Texas. Stubb borrowed money and opened his own restaurant in Austin on I-35 and 30th street, where the longhorn motel was. Stubb eventually reincarnated the Sunday night jam sessions a year later. In 1995, Stubb found the current location of the restaurant 801 Red River. The historic building goes back to the 1850’s when it was built by Mexican Stone Mason’s. Later, home of the “One Nite” club where many musicians got there start including Joe Ely. After 2 years of hard work building the restaurant themselves, Stubbs partners: John, Charles, Jeff, Eddy & Scott opened the doors with Joe Ely as the opening band. From then until today Stubbs restaurant and music venue has become nationally recognized for its food, music and as an Austin landmark. Learn more about Stubbs restaurant at www.stubbsaustin.com Q. When was the first bottle of sauce produced? A. One Christmas in the mid-80’s Stubb, Kimmie Rhodes and Joe & Sharon Ely produced the first bottles of Legendary Sauce in Joe and Sharon’s house. The 1st bottle (in an old whiskey bottle) is locked in a glass case at the Ely’s House. Stubb appeared on Letterman in 1989; cooked his Legendary BBQ for the entire audience. The world wanted more. Q. When did the company officially start? A. In 1991 with the help of John, Scott, Eddy, Don & Joe Stubb and his partners created the company which now sells 19 different BBQ products nationally. You can log onto the website along with the other 40,000 members and learn more about Stubb at www.ilovestubbs.com. You can now cook like Stubb with the Stubbs Cookbook that contains some of Stubbs great recipes and some from the restaurant available at our site. Back to Top 100% Guarantee and Return PolicyWE GUARANTEE THE QUALITY OF OUR MEATS. Our smoked meats and side dished are of the highest quality. When you order Stubbs Smoked Meats from us, you will receive only genuine USDA certified meats. WE GUARANTEE THAT YOUR PRODUCT WILL ARRIVE IN WHOLESOME CONDITION. Your meats will arrive from Stubbs either frozen or chilled. WE GUARANTEE THAT YOU WILL RECEIVE WHAT YOU ORDER. We work hard to ensure that your order is smoked, picked and shipped correctly. If an item is out of stock we will notify you and give you an opportunity to substitute. WE ASK YOU TO NOTIFY US OF PROBLEMS BY THE NEXT BUSINESS DAY. Our "Promise of Excellence" is your assurance of quality from Stubbs. If we fail to live up to any aspect of our guarantee, we will replace your order or refund your money, provided that you notify us by calling 512-480-0203 x13 between the hours of 9:00am - 5:00pm Mon-Fri, by the next business day after receipt of your order. Do not return any product without first making arrangements with Customer Service. (We reserve the right to fully investigate claims that we believe to be unfounded or fraudulent. Sorry, there are folks like that out there.) |
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