FAQs

How long will it take to receive my order?

Our butters ship out every Wednesday and generally take 1-3 business days to arrive. Our apparel takes 5-7 days and ship from our third-party partner. All orders placed after 8AM PST Wednesday will be shipped out the following Wednesday.

*Please note, due to Covid 19, the USPS may have an additional day delay depending on your location. If there is more of a delay or your tracking is showing no movement on your package, please contact USPS at 1-800-275-8777. They can help with tracking or issuing a refund. Just know your butters are absolutely fine up to a week in shipping.

 

My package arrived at room temperature, is it still okay?

Yes, all packages will arrive at room temperature. We package all of our butters freshly made, cold and in a cooler bag with an ice pack. This is to keep the products cool for the first 24-36 hours of travel. Your package should arrive in the next day or two after that. We have tested our products up to 7 days at room temperature and they are perfectly fine. Some people regularly store their butter at room temperature. We recommend refrigerating to extend its shelf-life.

  

The seal on my butter was "unsealed." Is it still okay?

Yes, perfectly fine. The only reason the seals are there is the jar manufacturer we use already places them in the lid. The oil/butter makes it rare that the seals actually hold. Lucky for us, we make A LOT of butters. So everything we produce gets packaged in the jar, placed into the shipping bag/box, then shipped right away. Unless your package arrived with the box, cooler bag AND jar opened, your jars have not been tampered with and are perfectly fine.

 

How should I store my butters?

We recommend refrigerating your order once you've receive it. Even though they are fine at room temperature for up to a week, if kept refrigerated, they will last even longer! Generally up to 2 months BUT you will finish eating them way before that.

 

What happens if I'm not at home to receive my package?

Due to the perishable nature of our products, we recommend sending your packages to a location someone is regularly at. Your "Shipment Tracker" will keep you updated as well. If you live in multi-unit housing, be sure to check with your neighbors, front lobby or mailbox. You also want to make sure nobody can grab your packages without you knowing.

 

Why is my package not here?

Please make sure to double check the address you submit prior to placing all of your orders. This includes house numbers, apartment numbers and correctly spelled streets. If you're gifting items for friends and family please make sure to have their correct information. If your "Shipment Tracker" shows your package has been delivered, check around your front door or check with neighbors.

 

Will I save money on shipping with a slower option?

Due to our butters needing to stay cool for as long as possible, we ONLY ship orders USPS Priority (1-3 Days) and with an ice pack. Need it fast? Next Day shipping may be available for an additional fee.

 

Where can I find ingredients/nutritional facts for the butters?

Just click on the flavored butter you are interested in and look at the third photo for the nutritional facts. For the ingredients, look at the bottom of each product's description.

 

Where can I visit your restaurant?

We are located in Los Angeles California in West LA in the Sawtelle area. Our address is: 2027 Sawtelle blvd. Los Angeles CA. 90025

 

When can I expect new flavors/items to be available?

Not all of the items we sell ship well. We will only add a new item or treat if we know that it will arrive to you tasting just as good as at our shop! Check back regularly.

 

What if my items are ruined upon opening?

We use USPS and cannot control damage that they may cause. If the issue is due to a delay in shipping on their part, your local post office will handle the refund/replacement. If more help is needed, please email us immediately with your order number and pictures to see if we can help. info@gobigboi.com

If you had Shipping Insurance on your order, we will generally ship out a replacement right away.

 

What is your return policy?

Due to our products being made fresh to order we are not able to refund orders. 

 

Where can I call with questions or concerns?

1(844)692-7933

 

What if I needed an emergency order ASAP?

Email us promptly at info@gobigboi.com and we will do our best to work with your timetable. Rush fees may apply.