Last Updated: September 9, 2026
At Big City Bird, we are committed to providing our customers with fresh, high-quality food and reliable service. Because our products are freshly prepared food items, certain restrictions apply to cancellations, returns, and refunds.
By placing an order through our website, you acknowledge and agree to the terms of this Refund Policy.
1. Food Orders
Due to the nature of our products, food items cannot generally be returned once an order has been prepared or delivered.
We may provide a refund, replacement, or other appropriate resolution if:
- Your order was not delivered.
- You received the wrong item.
- An item was missing from your order.
- Your order arrived damaged or in an unacceptable condition.
- The food received was materially different from what you ordered.
- There was another significant issue with your order caused by Big City Bird.
2. Incorrect or Missing Items
If you receive an incorrect or incomplete order, please contact us as soon as possible after delivery.
To help us resolve the issue, please provide:
- Your order number.
- A description of the problem.
- Photos of the order or items received, when applicable.
- Any other information reasonably necessary to investigate the issue.
After reviewing your request, we may offer a replacement, refund for the affected item, partial refund, store credit, or another appropriate solution.
3. Quality Complaints
If you believe that your food was received in poor condition or does not meet reasonable quality expectations, please contact us promptly after receiving your order.
Because food quality can be affected by time, temperature, storage, and handling after delivery, we may not be able to provide a refund for issues reported significantly after the order was received.
4. Order Cancellations
Orders may be cancelled only if the cancellation request is received before the order has been prepared.
Once an order has entered preparation, we may be unable to cancel it or provide a refund because the food is prepared specifically for your order.
To request a cancellation, please contact us as soon as possible using the contact information below.
5. Refunds
If a refund is approved, the refund will generally be issued to the original payment method used for the purchase.
Once we initiate a refund, the time required for the funds to appear in your account may depend on your bank, credit card issuer, or payment provider.
Big City Bird is not responsible for delays caused by financial institutions or third-party payment processors.
6. Delivery Issues
We make reasonable efforts to deliver orders to the address and within the delivery details provided at checkout.
We may not be able to provide a refund when a delivery problem is caused by:
- An incorrect or incomplete delivery address provided by the customer.
- The customer being unavailable to receive the order.
- The customer refusing or declining the delivery.
- The customer providing inaccurate contact information.
- Circumstances outside our reasonable control.
If your order is delayed, missing, or otherwise affected by a delivery problem, please contact us promptly so that we can investigate the situation and determine an appropriate resolution.
7. Promotional Items and Discounts
If an order qualifies for a promotion, discount, coupon, or other special offer, the refund amount may be adjusted to account for the applicable promotion and the terms under which it was provided.
Promotional discounts generally have no cash value unless otherwise stated.
8. Gift Cards
Unless required by applicable law, gift cards and other promotional credits are generally non-refundable and cannot be exchanged for cash.
9. Fraudulent or Unauthorized Transactions
If you believe that a transaction was made without your authorization, please contact us immediately.
We reserve the right to investigate suspected fraudulent, abusive, or unauthorized refund requests before issuing a refund.
10. How to Request a Refund
To request a refund or report a problem with your order, please contact us with your order details and a description of the issue.
Big City Bird
50 N, DuPont Highway,
Building 1, Unit 11
Dover, DE 19901
Phone: +1 (302) 450-3773
Email: support@bigcitybird.com
We recommend contacting us as soon as possible after receiving your order so that we can investigate and resolve the issue efficiently.
11. Changes to This Refund Policy
Big City Bird reserves the right to update or modify this Refund Policy at any time.
Any changes will become effective when the updated policy is posted on this page. The “Last Updated” date at the top of this page indicates when the policy was most recently revised.
12. Contact Us
If you have any questions regarding this Refund Policy or your order, please contact us:
Big City Bird
50 N, DuPont Highway,
Building 1, Unit 11
Dover, DE 19901
Phone: +1 (302) 450-3773
Email: support@bigcitybird.com