Shipping Policy
At Big Poppa Smokers, we know your next great BBQ can’t start until your gear, rubs, and sauces arrive. That’s why we’re committed to fast, reliable shipping and transparent delivery information for every order. Whether you’re stocking up on award-winning seasonings or ordering a new smoker, our shipping policy covers everything you need to know—from processing times and tracking updates to freight delivery for grills and smokers—so you can focus on what matters most: cooking up incredible BBQ.
We offer FREE Standard Shipping on select Rub, Sauce, & Accessory Orders of $99 or more!
We offer free standard ground shipping on rub, sauce, and accessory orders totaling $99 or more within the contiguous United States.
We also host free shipping offers throughout the year for rub, sauce, and accessory orders. Be sure to sign up for our email list or follow us on Instagram/Facebook to be the first to know about these deals!
Once your order ships, a shipment email with tracking details will be sent to the email address you entered at checkout.
Please note, there are instances where the carrier may not scan the package upon pick-up. This can cause the tracking status to show as "Pre-Shipment" or "Label Created" without indicating the package has been picked up. This usually happens when the carrier is in a rush or handling a high volume of packages, particularly during holidays or weather delays. Rest assured, this does not mean we haven’t shipped your package. We have released it to the carrier, and the status should update once the package is scanned at their destination.
If you still have not received your package or the tracking status has not updated by the estimated delivery date provided at checkout, please email our customer service team with your name and order number, and we’ll be happy to assist you.
Damage Claims - Rub, Sauce, & Accessory Orders:
While Big Poppa Smokers goes above and beyond to accommodate customers who receive damaged products, we cannot be held responsible for carrier damages once the order leaves our warehouse. In such cases, it is the customer's responsibility to file a damage claim.
To file a damage claim, email us a photo at customerservice@bigpoppasmokers.com, including your first/last name, order number, and the broken item name + quantity. Our team will evaluate each claim on a case-by-case basis. If eligible, we will issue you a store credit or e-gift card for the retail price of the product when you purchased it.
Please note that damage claims must be made within 5 days of order delivery, and if the packaging or product is visibly damaged, do not sign for the order. Instead, refuse delivery and email us with your first/last name and order number for assistance.
Replacement shipments (if approved) will be shipped out via standard/ground shipping and will not be expedited.
Damage Claims - Grill & Smoker Orders:
For grill and smoker orders, it is essential not to sign for the delivery if the packaging or product is visibly damaged. Instead, take photos of ALL SIDES + paperwork, write "DAMAGE" on the paperwork, refuse the delivery, and contact us immediately.
You must inspect your shipment before signing for delivery. If you sign for your smoker "clean" and discover damage after unpacking, Big Poppa Smokers cannot be held liable, and we cannot assist with reimbursement or a damage claim.
Please provide detailed photos of all original packaging and damage before considering replacements and reimbursement. Carriers will not accept any damage claim without photos and damage notations on all paperwork at the time of attempted delivery without a signature.
Once your order leaves our warehouse, tracking information will be emailed to you. Please track your order closely to ensure you are available when it arrives. Once the carrier marks your order as delivered, Big Poppa Smokers is not liable for stolen or missing packages. We review missing item claims on a case-by-case basis.
The customer is responsible for filing a missing package claim with the carrier. We will assist in filing a missing package claim with the carrier only if the carrier requires the shipper to file the claim. If the claim is approved by the carrier, we will issue you a store credit or e-gift card for the retail price of the product at the time of purchase. If you suspect a missing item, please email us immediately.
* If you are missing an item in your order, send an email to customerservice@bigpoppasmokers.com with your name, order number, and a photo of your packing list found inside the box. Missing package or item claims must be made within 5 days of your order delivery. Once our customer service team confirms the missing item(s), we will issue a store credit or e-gift card. Replacements, if approved, will be shipped via standard ground delivery, and refunds, if approved, will be issued to the original form of payment within 5 business days.
Once our customer service team confirms that the item(s) is missing from your package, we will issue a store credit or e-gift card. Approved replacements will be shipped via standard ground delivery, and approved refunds will be issued to the original form of payment within 5-7 business days.
Please note that if our customer service team cannot confirm your shipment was missing an item, no store credits, e-gift cards, replacements, or refunds will be issued.
For rub, sauce, & accessory orders, we ship via USPS, FedEx, or UPS.
For grill + smoker orders, we ship via any freight company selected by Big Poppa Smokers, including but not limited to UPS Freight, SAIA, Conway, AAA, FedEx Freight, RoadRunner Transport, etc.
Orders will generally ship within 1-3 business days after being placed. Some specific guidelines are as follows:
For Rub, Sauce, + MOST Accessory orders: If you place your order before 11:30 AM CST (Mon-Fri), there is a 98% chance that your order will ship the same day. Please be aware that this may vary during busy holidays, inclement weather, carrier delays, and inventory count days.
For Grill & Smoker Orders: All grills + smokers are drop-shipped directly from the manufacturer and have varying lead times. You can find the lead time on the product options page or in your order confirmation email under the "items" section.
For more specific delivery dates or any special requests related to grill/smoker orders, email us, and our team will get back to you within 48 business hours.
All rubs, sauces, fuels, and most accessories ship directly from our warehouse in Kansas City, KS.
All grills, smokers, and MAK accessories ship directly from the manufacturer to ensure you get the most up-to-date model fresh from the factory floor.
Yes, we ship BPS Products only to these locations, but additional shipping charges will apply. Please email us with the list of items you would like to order and your delivery address. One of our team members will provide a shipment quote, and upon approval, we will process your order for shipment.
Yes, we ship BPS products only. A minimum purchase of $165 USD is required. If you're interested in placing an order for delivery outside of the United States, email customerservice@bigpoppasmokers.com with the list of items you would like to order and your delivery address. One of our team members will quote a shipment for you, and upon approval, we will process your order for shipment.
Yes, we offer expedited shipping options. Please note that our expedited shipping options do not deliver or move on Saturdays, Sundays, or holidays. Keep this in mind when upgrading to expedited shipping.
To choose expedited shipping, please select one of the options at checkout. Please review the transit times for expedited shipping:
Standard Overnight Delivery - With FedEx Standard Overnight Delivery, packages are delivered within 1 business of the ship date by the end of the day (5:00 p.m. to U.S. businesses and by 8 p.m. to residences).
2 Day Shipping - With FedEx 2 day shipping, packages are delivered within 2 business days of the ship date by the end of the day (5:00 p.m. to most areas and by 8 p.m. to residences)
3 Day Shipping - With FedEx 3 Day shipping, packages are delivered within 3 business days of the ship date by the end of the day (5:00 p.m. to U.S. businesses and by 8 p.m. to residences).
*Our warehouse is located in Kansas City, KS. Shipping from our warehouse to any location in the contiguous United States can take up to 5-7 business days via standard/ground shipping.
*Delivery estimates for shipping/transit times cannot be guaranteed, and Big Poppa Smokers will not assume liability for any carrier-delayed shipments.
- Grills and Smokers will display the shipping rate at the time you checkout depending on the freight service you choose. Some grills/smokers require a custom freight quote before purchase, please contact us for a full freight estimate. We do not ship grills or smokers outside of the continental U.S..
- For rub, sauce, + accessory orders: shipping is FREE for orders over $99 within the contiguous U.S.. Orders below $99 will be charged a discounted shipping rate. Select orders that are smaller in size will qualify for $9.99 flat rate shipping.
- Big Poppa Smokers works hard year-round to negotiate lower shipping rates, we leverage our relationships with shipping companies to continue to bring you discounted rates that are less than published carrier retail rates.
Email us with your question, comment, or concern.
shipping info
- Our warehouse, located in Kansas City, KS operates from Monday to Friday, 9:30 am to 3:30 pm CST. Please note that our warehouse follows the holiday and transit schedule of FedEx, meaning orders will not be shipped or in transit on holidays and weekends.
- We do not ship to PO Boxes.
- Orders placed during the weekend or after business hours will be processed for shipment on the following business day during normal business hours.
- Orders placed after 11:30 am CST will not ship until the following business day. This includes orders with expedited shipping.
- Throughout the year, we may have warehouse closures 2-3 times for inventory counts. During these periods, no orders will be shipped or processed. Stay updated on our closure dates by following us on Facebook, Instagram, or subscribing to our email list.
- While we strive to process orders promptly, please note that delivery estimates for shipping/transit times cannot be guaranteed. Big Poppa Smokers will not assume liability for any carrier-delayed shipments.
- Please be aware that in the event of carrier delays, your package's delivery may be extended by up to 2 weeks. During this period, a missing package claim cannot be initiated. The package will only be classified as "lost" once the designated delivery time frame has elapsed. After this timeframe, the customer will have the capability to initiate a claim with the carrier.
- Additionally, there are instances where carriers may not scan packages upon pick-up. This can result in the tracking status showing as "Pre-Shipment" or "Label Created" without confirming pick-up. This often occurs during high-volume times such as holidays or weather delays. Rest assured, this does not mean your order hasn’t shipped. We have released it to the carrier, and the status should update once the package is scanned at their destination.
- In the event of natural disasters such as hurricanes, fires, tornados, or other unforeseen events, shipping delays may occur. Big Poppa Smokers cannot be held responsible for delays caused by these circumstances and appreciates your patience as carriers work to deliver your package safely.
- For rub, sauce, and most accessory orders, if you place your order before 9:30 am PST from Monday to Friday, there is a 98% chance that your order will ship the same day. Please be aware that certain factors like busy holidays, inclement weather, carrier delays, and inventory count days may affect this timeline.
- If you place an order for a MAK grill accessory, these items will ship directly from the manufacturer. We cannot guarantee same-day shipment for these items.
- Rubs, sauces, and most accessories will be shipped from our warehouse in Kansas City, KS.
- We offer free standard shipping on rub, sauce, and accessory orders totaling $99 or more with a shipping address within the contiguous U.S. We also provide low flat-rate shipping for smaller orders, and discounted expedited shipping options are available for rub, sauce, and accessory orders.
- The shipping method used for these orders may vary and will be determined by the Big Poppa Smokers warehouse.
- All our grills and smokers are drop-shipped directly from the manufacturer, and they have varying lead times. You can find the lead time on the product options page or listed on your order confirmation email under the "items" section.
- Lead manufacturing times may vary due to factors such as inclement weather, production delays, availability, or the summer/holiday grilling season. We always request grill manufacturers to ship your order as soon as possible, and orders are rarely delayed past the estimated lead time.
- If you require your smoker by a specific date, please email us, and our team will respond within 48 business hours to assist you.
- If you selected Lift Gate Delivery, it includes liftgate service to remove your grill or smoker from the freight truck. This option is suitable for residential deliveries without loading docks or forklifts. Please note that it does not include unpacking or assembly. If the freight carrier cannot access your driveway, they will deliver to the safest spot nearest to your house on the street. You will be responsible for moving your grill shipment up your driveway. Extra delivery fees may apply for long driveways or private roads.
- If you selected Standard Shipping, it is ideal for commercial addresses with a loading dock or forklift available. With this option, the truck will arrive at your delivery address, and you will be responsible for unloading it and moving it to your desired location. Please exercise caution, as these freight trucks can be several feet off the ground, and smoker shipments can weigh 300+ lbs. Big Poppa Smokers will not be held liable for any damages if you choose to offload the truck yourself and damage your smoker in the process. If you request liftgate delivery/removal from the truck, additional charges may apply.
- Grill and smoker orders will be shipped via any freight company selected by Big Poppa Smokers, including but not limited to UPS Freight, SAIA, Conway, AAA, FedEx Freight, RoadRunner Transport, etc.
expedited shipping services
With FedEx Standard Overnight Delivery, packages are delivered within 1 business of the ship date by the end of the day (5:00 p.m. to U.S. businesses and by 8 p.m. to residences).
With FedEx 2 day shipping, packages are delivered within 2 business days of the ship date by the end of the day (5:00 p.m. to most areas and by 8 p.m. to residences)
With FedEx 3 Day shipping, packages are delivered within 3 business days of the ship date by the end of the day (5:00 p.m. to U.S. businesses and by 8 p.m. to residences).
claims
- The customer is responsible for filing a damage claim with the carrier. We will assist in filing a damaged package claim with the carrier only if the carrier requires the shipper to file the claim. If the claim is approved by the carrier, we will issue you a store credit or e-gift card for the retail price of the product at the time of purchase.
- If the carrier requires the shipper to file the claim, please email us a photo. Include your first/last name, order number, and the name and quantity of the broken item in the email. We will review and file a damage claim with the carrier to recoup the cost of the product. Once the carrier has finalized their investigation and if the case is approved, we will issue you a store credit or e-gift card for the retail price of the product at the time of purchase.
- Damage claims must be made within 5 days of your order delivery. Claims made after this timeframe will not be honored.
- If the packaging or product is visibly damaged, do not sign for your order. Refuse delivery and contact us immediately. Please include your first/last name and order number for better assistance.
- Damage claims for grill and smoker orders must be made within 5 days of your order delivery. Claims made after this timeframe will not be honored.
- If the packaging or product is visibly damaged, do not sign for your order. Instead, take photos of all sides of the package, including the paperwork. Write "DAMAGE" on the paperwork, refuse the delivery, and contact us immediately. You should also call the freight carrier directly with your PRO # to report the damage.
- It is essential to inspect your shipment before signing for delivery. If you sign for your smoker without noting any damage and later discover damage after unpacking, Big Poppa Smokers cannot be held liable and cannot assist with reimbursement or a damage claim.
- Once your order has been marked as delivered by the carrier, Big Poppa Smokers is not held liable for stolen or missing packages. The customer is responsible for filing a missing package claim with the carrier. We will assist in filing a missing package claim with the carrier only if the carrier requires the shipper to file the claim. If the claim is approved by the carrier, we will issue you a store credit or e-gift card for the retail price of the product at the time of purchase. If you suspect a missing item, please email us immediately.
- If you are missing an item in your order, send us an email with your name, order number, and a photo of your packing list found inside the box. Missing package or item claims must be made within 5 days of your order delivery. Once our customer service team confirms the missing item(s), we will issue a store credit or e-gift card. Replacements, if approved, will be shipped via standard ground delivery, and refunds, if approved, will be issued to the original form of payment within 5 business days.
Returns
Prior to initiating a return, please contact Big Poppa Smokers for approval. Returns without prior approval will not be accepted.
- All authorized returns must be made within 30 days from the delivery date.
- Returns may take up to 15-30 days to process. Please include the original packing slip with your return to facilitate the identification process.
- If an order is returned due to an incorrect shipping address provided by the customer, the original shipping cost will not be refunded.
- Customers requesting re-shipment of the order will be responsible for covering the shipping charges.
- If you have received an incorrect or defective product, please contact us to begin the return process and request a return label.
- Ensure to include pictures of the packing slip and product to expedite the claim process.
- Returns for reasons other than incorrect or defective products may be accepted at the discretion of Big Poppa Smokers.
- To request authorization for a return, please contact us. Please note that this policy excludes grills and smokers (see separate policy below).
- Customers are responsible for handling the return shipment and covering all return charges.
- All returns must be in new condition and in their original packaging. Returns without original packaging will not be accepted.
- A 20% restocking fee will be deducted from the credit amount for authorized returns.
- Returns for grills and smokers are handled on a case-by-case basis, often depending on the manufacturer's policy.
- Big Poppa Smokers is not liable for returns not approved by the manufacturer. Please contact us for any inquiries regarding grill and smoker returns.
For any further questions or assistance regarding returns, please don't hesitate to contact us. Your satisfaction is our priority.
order cancellation policy
When placing an order with us, you are entering into a purchase commitment, and the payment will be processed immediately. We would like to highlight that there are costs associated with order processing that cannot be reversed. As a result, our cancellation policy has been established to address various scenarios. Please consider these details carefully, especially for grills and smokers.
- Cancellation Before Shipment: If you decide to cancel your order before it is shipped, a cancellation fee of 5% will be applicable. This fee will be deducted from the total order cost, excluding taxes and shipping, before issuing a credit or refund.
- Cancellation After Shipment: Once an order has been shipped, cancellations will be treated as returns, as outlined in our Returns and Refunds policy.
- Refused Delivery: Orders refused upon delivery will be managed according to our Returns and Refunds policy.
- Cancellation After Build/Processing: If your grill or smoker order has already been built, is being built, or packaged for shipment, a 35% cancellation fee will apply. Please note that our grills and smokers are custom-built for each order. The 35% fee will be calculated based on the total purchase price of the grill/smoker, excluding taxes and shipping.
- Cancellation Before Build/Processing: If you choose to cancel your grill/smoker order before it has been shipped and before any build has occurred, a 5% cancellation fee will be charged. This fee will be deducted from the total order cost, excluding taxes and shipping, prior to issuing a credit or refund.
- Cancellation After Shipment: Similar to other orders, cancellations after shipment will be treated as returns, following our Returns and Refunds policy. Please be aware that shipping fees will not be included in the refund.
- Refused Delivery: In the event of a refused delivery, our Returns and Refunds policy will apply, and shipping fees will not be included in the refund.
We appreciate your understanding of these policies. They are designed to ensure fairness for both parties involved. If you believe your situation aligns with these terms, please contact us with your request. Thank you for choosing Big Poppa Smokers. Your satisfaction is our priority.
- Valid within the contiguous U.S.
- We reserve the right to cancel or refuse orders