To place an order, simply visit our website. We do not accept orders via phone.

Yes—provided your order has not yet been processed.

Orders may be modified up until our daily processing cutoff of 11:30 AM Central Time (9:30 AM Pacific Time). After that time, orders have already been released to our warehouse and can no longer be changed or canceled.

If you need to update your order, please contact us as soon as possible.

Easily track your order using our chatbot tool located at the bottom of the page.

We accept Shop Pay, PayPal, Amazon Pay, and the following credit cards: Visa, MasterCard, and American Express.

Yes! You can purchase Big Poppa Smokers gift cards for BBQ lovers who’d rather pick their own rubs, sauces, or gear.

Register for a Big Poppa Smokers account!

If you experience technical difficulties, please email us with detailed information about the issue. Screenshots are highly recommended to expedite resolution.

For your security, we do not accept payment information over the phone.

If you need assistance placing an order, our Customer Service team is happy to walk you through the checkout process.

No. Only one discount code or reward may be used per order unless otherwise stated in the promotion's terms and conditions.

If a promotion allows stacking discounts, it will be clearly noted in the email or promotional details.

Yes! If you've created a Big Poppa Smokers account, simply sign in and visit your Order History to reorder any previous purchase with just a few clicks.

No. You can check out as a guest without creating an account.

Creating an account is recommended because it allows you to:

• View your order history
  
• Reorder previous purchases
  
• Track current orders
  
• Earn Rewards points
  
• Save your shipping information for faster checkout

Once an order has been shipped and released to the carrier, we're unable to cancel or reroute it.

If you no longer want the package, you may refuse delivery (when available) or return it to us after delivery. Refunds are processed once the returned merchandise has been received and inspected in accordance with our Return Policy.

Our warehouse is located in Kansas City, MO. Shipping within the continental United States can take 5-7 business days via FedEx, UPS or DHL. Please note that grills and smokers are drop-shipped directly from the manufacturer.

Most orders ship via:

• UPS
  
• FedEx
  
• DHL
  

Large items such as grills and smokers may ship via freight carrier.

To qualify for same-day processing, orders must be placed before:

• 9:30 AM Pacific
  
• 11:30 AM Central
  

Orders placed after the cutoff begin processing the next business day. Please be aware that shipments may be delayed on holidays that fall on Mondays.

Some shipping services partner with USPS for final delivery in certain areas. For example, DHL eCommerce may transfer packages to USPS for the final leg of delivery. This routing is determined by the carrier and destination and cannot be changed once your order has shipped.

Lead times vary by manufacturer and product.

Estimated lead times are listed on each product page whenever available. Once your order is placed, we'll confirm the most current estimated ship date.

Customers in Alaska, Hawaii, and Puerto Rico may now place orders directly through our website for eligible products without requiring a custom shipping quote. Due to shipping restrictions, grills and smokers are excluded from these destinations. We also offer international shipping on select BPS products to Canada, Mexico, and other approved countries. Additional restrictions may apply. For more details, please visit our Shipping & Delivery Policy page.

Orders typically ship within one business day.

Processing times may be slightly longer during holidays, major sales events, or when inventory transfers are required.

No.

Our warehouse operates Monday through Friday. Orders placed over the weekend or on holidays will begin processing the next business day.

Yes!

We offer FREE shipping on qualifying orders over $79 within the contiguous United States.

Some oversized products, including grills and smokers, are excluded.

It's not uncommon for tracking updates to be delayed, especially during the carrier pickup process.

In some cases, carriers may not scan a package when it's first picked up from our warehouse. This can result in tracking appearing to be "stuck" or showing no movement for several days, even though the package is already in transit. We've also seen instances where the first scan doesn't occur until the package reaches a sorting facility.

We recommend allowing up to 7 days for tracking to begin updating before contacting us. Most carriers will not initiate a lost package investigation until a certain amount of time has passed, so waiting a few days often allows the tracking to update on its own.

If your tracking still hasn't updated after 7 days, please contact our Customer Service team with your order number. We'll be happy to investigate and work with the carrier to determine the status of your shipment.

If your tracking shows "Delivered" but your package is missing, we recommend:

Checking around your property and with household members.
Looking for delivery notices.
Asking nearby neighbors.
Contacting the shipping carrier directly.

If you're still unable to locate your package after taking these steps, please contact our Customer Service team and we'll help determine the next course of action.

We're sorry your order didn't arrive in perfect condition.

Please contact us within 5 days of delivery and include:

• Your order number
  
• Photos of the damaged product(s)
  
• Photos of the shipping box
  
• Photos of the shipping label
  
• Photos of the packing materials
  

Please keep all packaging until your claim has been resolved.

We apologize for the mistake.

Please contact Customer Service with:

• Your order number
  
• A photo of the item you received
  
• A photo of the packing slip
  

Once we verify the error, we'll work quickly to make it right.

We're sorry something was missing from your order.

Please send us:

• Your order number
  
• A photo of the packing slip
  
• A photo of everything you received in the shipment
  

Our team will investigate and resolve the issue as quickly as possible.

Most unused products may be returned within 30 days of delivery.

Returned items must be approved by Customer Service before being shipped back.

Our full return policy can be found here: Return Policy

Unless the return is due to our error or a defective product, customers are responsible for return shipping costs.

Please contact Customer Service before returning any item to receive authorization and return instructions.

If an item is out of stock, we'll promptly issue a credit for the unavailable product.

Some ingredients used in our products are sourced from suppliers who are required by federal labeling regulations to disclose bioengineered ingredients.

This disclosure does not change the quality, flavor, or safety of the product.
Bioengineered ingredients:

- Are approved by the FDA

- Are commonly used in the food supply

- Are evaluated for safety and nutritional equivalence

The disclosure does not mean the product is unsafe, and no allergens are present unless otherwise stated on the label.

If you have specific questions about a product’s ingredients, our customer support team is happy to help.

As of 5/19/2026, MAK Grills officially announced the permanent closure of their business.

Yes. The “Best Used By” date is a quality guideline, not a safety cutoff. Our seasonings are still safe to use after this date.

The date is formatted as Day–Month–Year (DD/MM/YY). Over time, you may notice a gradual decline in quality rather than safety. Because our blends use premium ingredients, natural oils can break down, which may cause clumping or slight moisture buildup. Flavor and aroma may also be a bit less vibrant compared to peak freshness.

For best results, we recommend storing your seasonings in a cool, dry place and using them within the suggested timeframe.

No.

Many of our seasonings are gluten free, but not all.

Use the Gluten Free filter while shopping or review the product label on each product page for complete ingredient information.

No.

Some sauces are gluten free while others are not.

We recommend using the Gluten Free filter or reviewing the ingredient label displayed on each product page.

This is usually caused by exposure to humidity or moisture.

Because many of our seasonings do not contain anti-caking agents, some clumping is completely normal and does not affect flavor or quality.

Simply break apart any clumps and continue enjoying your seasoning.

Store your seasonings in a cool, dry place away from heat and steam.

We focus on delivering bold, competition-quality flavor with as few unnecessary additives as possible.

Because many of our seasonings do not contain anti-caking agents, occasional clumping may occur when exposed to humidity. This is perfectly normal and does not affect the quality or performance of the product.

For best freshness:

• Store in a cool, dry place.
  
• Keep containers tightly sealed.
  
• Avoid storing near stoves, grills, or dishwashers where heat and steam are common.
  
• Keep away from direct sunlight.
  

Proper storage helps preserve flavor and minimizes moisture absorption.

We do not recommend freezing seasonings.

Condensation that forms when the container is removed from the freezer can introduce moisture and increase clumping.

A cool, dry pantry is the ideal storage location.

Yes.

Once opened, BBQ sauce should be refrigerated and tightly sealed.

Unopened bottles may be stored at room temperature until the best-by date.

If you're new to Big Poppa Smokers, these customer favorites are a great place to start:

• Cash Cow – Perfect for steaks, burgers, brisket, and beef.
  
• Sweet Money – Great on pork, ribs, chicken, and vegetables.
  
• Double Secret Steak Rub – Rich, savory flavor designed specifically for steaks.
  
• Desert Gold – Excellent all-purpose seasoning for chicken, seafood, vegetables, and more.
  

Not sure which is right for you? Our Customer Service team is happy to help you choose.

Both are fantastic on beef, but they offer different flavor profiles.

Cash Cow

• Bold all-purpose beef seasoning
  
• Excellent on brisket, burgers, tri-tip, and steaks
  
• Balanced savory flavor with great bark development
  

Double Secret Steak Rub

• Designed specifically for steaks
  
• Rich, savory flavor with a slightly finer texture
  
• Excellent for reverse-seared and grilled steaks
  

Many competition cooks actually use both—Cash Cow as a base layer and Double Secret Steak Rub as the finishing layer.

Visit our growing Recipe Library for BBQ recipes, cooking tips, and step-by-step guides for everything from brisket to burgers.

Our videos are available on YouTube.

We do not currently have any classes scheduled.

If classes become available in the future, we'll announce them through our email newsletter and social media channels.

Yes.

Points and rewards expire 365 days after they are earned, so be sure to redeem them before they expire.

Yes!

Rewards members can receive a birthday reward by joining the Rewards Program and adding their birth date to their account.

Yes!

Rewards members can earn rewards by referring friends and family through our Rewards Program.

Referral details and current offers are available inside your Rewards dashboard.

Send us an email! You can also call 1-877-828-0727.

Find a dealer near you! Check out our dealer locator page.

Absolutely! We offer a 5% military discount to show our gratitude for their service. Please contact us for more information.

Big Poppa Smokers proudly supports BBQ-focused causes, community events, and registered 501(c)(3) nonprofit organizations that align with our mission. Due to the high volume of requests received, priority may be given to loyal customers, longtime supporters, and qualifying organizations.

To submit a donation or sponsorship request, please complete the Big Poppa Smokers Giving Back Program form at:
https://www.bigpoppasmokers.com/pages/donations

Requests should be submitted at least 60 days prior to the event date. Please note that cash donations are not offered, and only selected applicants will be contacted.

We understand if you need to go. Feel free to unsubscribe at any time via this link.

Complete our Dealer Application to learn more about becoming an authorized Big Poppa Smokers dealer.

Yes!

Interested competition teams can learn more about our Ambassador Program and sponsorship opportunities on our Ambassadors page.

Donation requests can be submitted through our Donations page.

While we'd love to support every request, donations are reviewed based on availability and eligibility.

Big Poppa Smokers is proudly based in California, where we've been serving backyard BBQ enthusiasts and competition pitmasters since 2010.

Although we don't currently operate a retail storefront, our Customer Service team is always available to help by phone or email.

Before cooking on your new drum smoker, we recommend performing an initial seasoning burn.

1. Fill your charcoal basket approximately ¾ full with your preferred charcoal.
   
2. Light a small chimney of charcoal and pour it onto the unlit charcoal.
   
3. Bring the smoker up to approximately 275–300°F.
   
4. Lightly coat the inside of the drum, cooking grate, and other interior surfaces with cooking oil.
   
5. Allow the smoker to run for 2–3 hours.
   

This process helps protect the steel, burns off any manufacturing residue, and begins building a natural cooking surface.

We recommend using a high-quality hardwood lump charcoal or premium charcoal briquettes.

Many competition teams successfully use:

• B&B Charcoal
  
• FOGO Charcoal
  
• Kingsford Professional
  
• Jealous Devil
  

Avoid lighter-fluid infused charcoal, as it can negatively affect the flavor of your food.

Absolutely.

Our drum smokers perform great with either lump charcoal or briquettes.

Lump charcoal typically burns hotter with less ash, while briquettes generally provide a longer, more consistent burn. Try both and see which works best for your cooking style.

Cleaning your drum smoker is simple.

• Remove excess ash after each cook.
  
• Empty and clean the ash catcher regularly (if equipped).
  
• Brush your cooking grate while it's still warm.
  
• Wipe down exterior stainless steel components with a soft cloth.
  
• Avoid using harsh chemicals inside the drum—seasoning buildup helps protect the metal and improves performance over time.

Visit our Manuals & Resources page to find:

• Assembly manuals
  
• Warranty cards
  
• Installation guides
  
• Drum smoker templates
  
• Product videos

Warranty coverage varies by product.

Warranty cards and warranty information can be found on the Manuals & Resources page or included with your product documentation.

If you have questions about warranty coverage, please contact Customer Service.

Installation videos for many Big Poppa Smokers products are available on our Manuals & Resources page and on our YouTube channel.

We're continually adding new videos to help make installation as easy as possible.