SHIPPING INFORMATION

Updated January 20, 2026 

Local Pickup 

We offer free local pickup from our Hillsborough HQ (500 Meadowlands Drive, Hillsborough, NC 27278) Monday - Friday from 11 AM - 2 PM. Just select local pickup at checkout, and we will send you an e-mail when your order is ready!

Please note: Orders not picked up within 30 days of the first email notice that “Your order is ready for pickup” will be restocked and subject to a 15% restocking fee. Please contact us ASAP if this is an issue. 

Shipping Rates & Turnaround Times  

At Big Spoon, our handcrafted nut butters and bars are made to order by our dedicated team of skilled artisans. We don’t believe in shortcuts—just thoughtful craftsmanship, exceptional ingredients, and an unwavering commitment to quality. From sourcing to packaging, every step of our small-batch process is designed to deliver unmatched flavor and freshness.

This kind of hands-on approach means that most orders ship within 2–3 business days. During holidays, new product launches, or periods of high demand, it may take a bit longer—but we promise it’s worth the wait.

We offer real–time shipping rates for services including USPS Priority Mail, USPS Retail Ground, FedEx – 2nd Day, and FedEx Home Delivery. These options include estimated shipping and arrival dates, but please note that delivery dates are not guaranteed, as they are subject to change by carrier. We don’t add any handling fees, so what you pay for shipping is exactly what it costs.  

Free shipping is available for orders of $70 or more within the contiguous United States, not including P.O. Boxes, Alaska, or Hawaii.  

*Order must equal $70 or more after discounts are applied and before taxes and optional package protection to qualify for free shipping. Gifts cards do not count toward or qualify for free shipping minimums, as they are not a shippable product. 

*Orders that qualify for free shipping typically ship within 5 business days.

International Shipping 

International shipping is available via FedEx, USPS Priority Mail International, and USPS Priority Mail Express International.

We are currently unable to successfully ship to Spain, as imported foods are not allowed through customs—we apologize for the inconvenience.

Please note that import duties and taxes may apply upon arrival. These fees are beyond our control, are set by the Customs Authority of the destination country, and depend on a number of factors such as local Value Added Tax (VAT) rates and local import taxes. It is the customer’s responsibility to pay these fees. Big Spoon Roasters is not responsible for orders rejected by customs. 

 

Lost, Stolen, or Damaged Packages 

We do our best to ensure that your order arrives in a timely manner and in excellent condition. Each package is in perfect condition when leaving our facility and we invest a great deal in padding to prevent breakage. Once we hand off a package to a third-party carrier, we cannot be responsible for any lost, stolen, delayed, or damaged packages caused by the carrier or other external forces. Please note that extreme weather or natural disasters can also cause unforeseen delays.

We work closely with our shipping partners, United States Postal Service (USPS) and FedEx, to ensure your order arrives safely. While issues are rare, we understand how important it is to know what happens if something goes wrong. We're a small team of less than 20 people who work very hard to make the best possible product, and just as hard to make sure that our packaging protects every order. We pack every box with care, by hand, and have invested lots of time and resources to ensure we're providing the best plastic-free, sustainable packing materials. In fact, our shipments arrive safely more than 99.9% of the time, so you are in good hands.

Once we hand your order off to a carrier, it’s literally in their hands and we have no control over how the package is treated, despite our best efforts. Our optional Package Protection, which is available for every order, is designed to close the gap between what carriers typically cover and what they don’t.

To keep things clear and fair, we rely on our carriers’ official definitions when determining whether a shipment is considered Damaged, Lost, or Stolen. 

Definitions (as determined by USPS & FedEx): 

Damaged Shipment  

    • The package arrives with visible damage to the gift box(es) and/or contents rendering them unsightly (unliftable) or open (as in a broken jar or ripped bar wrapper), and 

    • The damage occurred while in the carrier’s possession (not once it has been received after the carrier’s delivery) 

Documentation such as photos of the outer packaging and damaged items are required to support a claim. 

Lost Shipment 

A shipment is considered Lost when the carrier confirms that the package cannot be located within their network after a reasonable search period. Packages marked as “In Transit,” “Delayed,” or “Pending” are not considered lost until the carrier confirms them as such. 

This typically includes: 

    • Tracking that shows no movement for an extended period, or 

    • A carrier-issued confirmation that the package cannot be recovered 

USPS will consider a package lost and initiate a trace if seven (7) or more days have passed since the date of shipment, with recipient confirmation that the order has not arrived. In such cases, we are happy to submit a search request on your behalf, and we will proceed with a replacement or refund if Package Protection was purchased. Source: USPS.com

FedEx does not have a specific definition of lost packages, but they generally consider a shipment lost when it has not been delivered, and there have been no tracking updates for five (5) business days past the estimated delivery date. At that point, we will work with the carrier to initiate a trace and investigation, and we can proceed with a replacement or refund if Package Protection was purchased. 

Stolen Shipment 

A shipment is considered Stolen when: 

    • The carrier confirms delivery (e.g., marked “Delivered” or filed with “Proof of Delivery”), and, 

    • The package is missing due to theft after delivery 

In these cases, carriers typically require additional information such as delivery confirmation details or, in some instances, a police report. Even then, coverage from carriers is not guaranteed.  

 

Optional Package Protection 

Customers who purchase Optional Package Protection at checkout are eligible for a refund or replacement if their shipment is confirmed by the carrier as Lost, Damaged, or Stolen, according to the definitions above. 

If Package Protection was not selected at checkout, we are unfortunately unable to replace or refund orders affected by carrier-related loss, theft, or damage.

How to File a Package Protection Claim 

If you believe your order qualifies as Lost, Damaged, or Stolen: 

    • Contact our customer care team as soon as possible via info@bigspoonroasters.com. Please note that any issues must be reported to our team within 30 days of delivery.
    • Include your order number, product Best By dates and/or jar number(s), and any relevant details (photos, tracking information, etc.). 

We’ll work directly with you and the carrier to determine the status and next steps. 

Added Protection for Peace of Mind 

While we do everything in our power to pack and ship orders with care, once a package is in the hands of USPS or FedEx, their policies and determinations guide how claims are resolved. However, our Optional Package Protection covers a much wider range of mishaps than typical carrier coverage, ensuring peace of mind should the unexpected occur. 

If you have questions, our team is always happy to help. 

 

Preventing Loss 

For FedEx shipments, we encourage you to sign up for FedEx Delivery Manager, a free solution that offers more control over deliveries, real-time alerts, the ability to hold packages for pick-up at convenient locations, online signatures, editable delivery instructions, and options to request a vacation hold. Learn more at fedex.com/delivery. 

Thank you!