FAQ

GRILL FAQ:

Do you make grills that take natural gas? Can I convert my grill to natural gas?

Mr. Steak Propane Grills are manufactured to specific standards and have been independently tested and approved for use specifically with propane. We do not offer natural gas conversion kits and can’t recommend you change the fuel type.

Do you sell a rotisserie kit or is there a rotisserie that fits your grills?

We do not currently manufacture a rotisserie kit, but we can recommend the Charbroil Universal Rotisserie for use with our patio grills. If you purchase this kit please email us at [email protected] and we will mail you the proper hardware to connect your rotisserie.

Can I close my lid while grilling?

Our portable infrared grills are designed for grilling with the lid up. They get very hot (over 1000 degrees!) and there is no need to close the lid. Closing the lid can bake the food as opposed to just grilling it, and it may damage your grill as well. Our patio grills are designed for the lid to be closed or open while grilling, though Mr. Steak still prefers grilling with the lid up.

How do I properly care for the grill to make sure it doesn’t clog?

After you remove the food from your portable grill keep the grill on high for 1-2 minutes to burn off any residual food particles. This will keep the grill clean and prevent the holes from clogging.

How should I clean the burner? My grill seems to be clogged.

Use a shop vac or similar tool to suck any debris from your portable grill to keep it clean and the holes clear.

How can I get new parts? A part on my grill stopped working or wasn’t included in the box or is broken.

We ship any parts you may need under warranty to your door at no cost. If you have any issue please email us at [email protected] and we will promptly take care of you.

MEAT FAQ:

How long do your frozen products last?

If frozen, we recommend consuming our products within 12 months.

Where does your meat come from?

All of our meat is pasture raised on local ranches within 250 miles of Omaha, Nebraska – a region known as the “Napa Valley of Beef.” 

How do I get help placing my order? What if I have product questions?

You can call our customer service team toll free at (833) MRSTEAK  (833) 677-8325 or email them at [email protected] and they would be happy to help you place your order or help answer any questions you may have.

How do I track my package? 

You will receive an email with your tracking number once your order ships. All orders ship Fedex 2 day ground or 2 day air.

How do I make changes to an order I already placed?

This can be done by signing into your account on mrsteak.com and must be done 48 hours before ship date. If you have any trouble please call or email our customer service team toll free at (833) MRSTEAK  (833) 677-8325 or email them at [email protected] and they will be happy to help you adjust your order. 

What are your customer service hours?

Monday – Friday from 8am – 6pm CST. If you contact us after business hours someone will get back to you on the next business day.

When will my orders ship after I make the purchase?

We ship every Monday, Tuesday and Wednesday for Wednesday, Thursday and Friday delivery.  We ship Fedex 2 day ground or Fedex 2 Day Express depending on your location. If you’d like your box to arrive the same week please place your order by Tuesday night.

What does shipping cost?

Ground shipping is FREE. Express shipping is $25. Ground shipping applies to most of the country while Express shipping is used when necessary for shipping to the east and west coasts primarily.

How do I thaw my steaks? 

We recommend placing your frozen meat sealed in its packaging in the refrigerator for 2 days to let it slowly thaw. Then remove package from the refrigerator, remove packaging, and allow your meat to get to room temperature on the counter for a couple hours before cooking.

What if my steaks are a brown color?

This is totally normal and safe and is due to oxidation.

How can I tell if my steaks are safe to eat?

As long as steaks are cold to the touch (under 40 degrees) they are safe to eat. 

Can I refreeze my steaks that I have thawed out?

For the best flavor, texture and dining experience we do not recommend refreezing steaks that have been fully thawed.