Last Updated: September 9, 2026
At Big City Bird, we prepare each order fresh and make every reasonable effort to ensure that your food is prepared correctly and delivered in a timely manner.
Because our products are freshly prepared food, we have specific policies regarding delivery, cancellations, and returns.
1. Delivery
Big City Bird offers delivery to eligible locations within our designated delivery area.
Delivery availability, fees, estimated delivery times, and minimum order requirements may vary depending on your location, order size, demand, weather, traffic, and other circumstances.
Estimated delivery times provided at checkout or after placing an order are estimates only and are not guaranteed.
2. Delivery Address
Customers are responsible for providing an accurate and complete delivery address and valid contact information when placing an order.
Please carefully review your delivery information before completing your purchase.
Big City Bird is not responsible for delivery problems, delays, or failed deliveries resulting from:
- An incorrect or incomplete address.
- Incorrect apartment, suite, floor, or building information.
- Incorrect or unreachable phone number.
- The customer being unavailable to receive the order.
- Restricted or inaccessible delivery locations.
- The customer providing incorrect delivery instructions.
If you realize that your delivery information is incorrect, please contact us as soon as possible. We will make reasonable efforts to update the information before the order is prepared or dispatched, but changes cannot be guaranteed.
3. Delivery Delays
We make reasonable efforts to deliver orders within the estimated delivery time.
However, delivery times may be affected by circumstances beyond our reasonable control, including:
- Traffic and road conditions.
- Severe weather.
- High order volume.
- Delivery partner availability.
- Public events or road closures.
- Technical problems.
- Other unforeseen circumstances.
A delivery delay does not automatically qualify an order for a refund.
If your order is significantly delayed or you believe there is a problem with your delivery, please contact us as soon as possible so we can investigate and determine an appropriate resolution.
4. Missing or Incorrect Items
If your order is missing an item or you receive an item that you did not order, please contact us promptly after delivery.
Please provide your order number and, when applicable, photos of the items received.
Depending on the circumstances, Big City Bird may provide:
- A replacement item.
- A refund for the missing or incorrect item.
- A partial refund.
- Store credit.
- Another appropriate resolution.
5. Damaged or Unsatisfactory Orders
If your order arrives damaged, spilled, or otherwise in an unacceptable condition, please contact us as soon as possible after delivery.
We may request photographs or other information to help us determine what happened.
After reviewing the issue, we may offer a replacement, refund, partial refund, store credit, or another appropriate resolution.
6. Food Returns
Due to health, safety, and food-quality considerations, freshly prepared food cannot be returned after delivery.
If there is a problem with your order, please contact us instead of attempting to return the food.
We will review the situation and, where appropriate, provide a replacement, refund, or other resolution.
7. Order Cancellations
Orders may be cancelled only if the cancellation request is received before the order has entered preparation.
Once preparation has begun, we may be unable to cancel the order or provide a refund because the food is prepared specifically for the customer.
If you need to cancel an order, please contact us immediately after placing it.
8. Failed Deliveries
If a delivery cannot be completed because the customer is unavailable, provides an incorrect address, refuses the order, or cannot be contacted, Big City Bird may be unable to provide a refund.
If the order is returned to the restaurant or otherwise cannot be delivered, please contact us to discuss the situation.
Any refund or replacement will be determined on a case-by-case basis.
9. Customer Responsibility After Delivery
Once an order has been successfully delivered, the customer is responsible for promptly receiving and appropriately storing the food.
Big City Bird is not responsible for food quality issues caused by improper storage, handling, or consumption after delivery.
For food safety, customers should follow appropriate food-storage practices and consume the food within a reasonable period after delivery.
10. Returns
Because Big City Bird sells freshly prepared food, we generally do not accept physical returns of food items.
If you have an issue with your order, please contact us rather than attempting to return the item.
We will work with you to determine an appropriate solution based on the circumstances.
11. Refunds
If a refund is approved, it will generally be issued to the original payment method used for the order.
The time required for a refund to appear in your account may vary depending on your bank, credit card issuer, or payment provider.
Big City Bird is not responsible for processing delays caused by financial institutions or third-party payment processors.
For additional information regarding refunds, please see our Refund Policy.
12. Delivery Fees
Delivery fees, service fees, and other applicable charges are displayed during the ordering process before payment is completed.
Unless required by applicable law or otherwise determined by Big City Bird, delivery and service fees may be non-refundable when an order has already been prepared or delivered.
13. Promotions and Discounts
Orders placed using promotional codes, discounts, coupons, or special offers are subject to the terms of the applicable promotion.
Refunds may be adjusted to account for discounts or promotional benefits applied to the original order.
14. How to Contact Us
If you experience a problem with your delivery or order, please contact us as soon as possible.
Please include your order number and a description of the issue. Photos may also be requested when they are helpful in evaluating the claim.
Big City Bird
570 8th Ave
New York, NY 10018
United States
Phone: +1 718-904-4450
Email: support@bigcitybird.com
15. Changes to This Policy
Big City Bird reserves the right to update or modify this Shipping & Return Policy at any time.
Changes 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.
16. Contact Us
If you have questions about our shipping, delivery, or return policy, 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