FAQs

Highlighted below are the most commonly asked questions to make your shopping experience as easy as can be.

QUESTIONS ABOUT PURCHASING

Q: Do I have to register to place an order?

A: No. However, when you register with BuiltBurger.comTM you save time shopping on your next visit. Registering, as part of the checkout process, gives you access to your account and the ability to view your order history, as well as edit or change your personal information and Address Book.

Q: Can I cancel or make changes to an order that has been placed?

A: We are a made-to-order business. Therefore, from the moment you submit your order, you can expect that we are immediately reserving production space for the days prior to your scheduled delivery date and hand-crafting any other personalization options you may have requested. If you need to make changes or cancel your order, you can do so with the following guidelines:

Cancellations

Because all of our products are made-to-order, i.e., custom-made, funds are charged to your credit card when you place your order(s) online or on the phone. With limited daily capacity, we 100% guarantee that your order will be hand made fresh and shipped on the day that guarantees fresh delivery to your zip code. Placing an order online or on the phone reserves time for burger experts to hand build your order. Therefore, please note that all orders must be cancelled 2 days prior to the date of production for a full refund. Orders cancelled less than 2 days prior to scheduled delivery will not be refunded.

Changes

Regarding changes (e.g., shipping location, flavor changes), please keep in mind that there is a very tight window of time between your order submission and pickup by our delivery carrier. Therefore, the following guidelines apply:

  • Once your order has been picked up by our delivery carrier, we regret that we cannot change the details of the order.
  • Should you find that you need to make changes to the shipping destination following the placement of your order, please call 1-888-72-BUILT, and a Customer Service Specialist will assist you.

If your order has already been delivered, there is no way we can redirect the order. A new order will need to be placed. Full charges will apply.

Q: What forms of payment do you accept?

A: For your convenience, we accept Visa, MasterCard, Discover and American Express.

Q: When will my credit card be charged?

A: Because all of our products are made-to-order, i.e., custom-made, funds are charged to your credit card when you place your order(s) online or on the phone. With limited daily capacity, we 100% guarantee that your order will be hand made fresh and shipped on the day that guarantees fresh delivery to your zip code. Placing an order online or on the phone reserves time for burger experts to hand build your order. Therefore, please note that all orders must be cancelled 2 days prior to the date of production for a full refund. Orders cancelled less than 2 days prior to scheduled delivery will not be refunded.

Q: Is my information confidential?

A: BuiltBurger is committed to providing you with the highest-quality products and shopping experience. The personal information you provide to us is 100% confidential. This information is used to fulfill your order or personalize your shopping experience. We do not share, rent or sell any customer information.

In order to ensure your privacy, BuiltBurger utilizes VeriSign. Our website, BuiltBurger can securely transmit your credit card and order information for processing through VeriSign's secure online payment infrastructure.

Q: How can I use a promotion code online?

A: Occasionally BuiltBurger ® will offer a special promotion that can be redeemed via builtburger.com®. Prices for the items eligible for the discount will be reduced by the amount of the promotion, and reflected in your order total. As prompted in the checkout process, enter your promotion code in the space marked "Coupon Code."

The following restrictions apply to promotions:

  1. Offer may be used only once.
  2. Promotions cannot be applied to sales tax, gift packaging charges, or shipping and handling charges.
  3. No adjustments can be made to previous purchases.
  4. Promotions are valid only on specified dates.
  5. Promotional offers cannot be combined.
  6. Promotional offers cannot be redeemed for cash.

Q: Does BuiltBurger ® provide gift boxing?

A: We currently do not offer gift boxing. We do offer a complimentary, high quality gift note that we imprint with your message that you enter during checkout.

Q: What do I do if I can't remember my login or password?

A: Please note that your e-mail address is your login ID for your BuiltBurger account. If you have forgotten your password, please click on the "forgot your password?" button and we will send you an email containing your password.

Q: What is the BuiltBurger Guarantee?

A: Customer for Life Promise. The world’s finest delivered. Guaranteed.

Every product we make is guaranteed to arrive on your doorstep exactly as you ordered and taste fantastically great. Fulfilling your burger dreams means the world to us. Call us for any reason if we don’t live up to this simple promise and we’ll provide something new or a full refund.

QUESTIONS ABOUT SHIPPING AND RECEIVING

Q: How are BuiltBurgers prepared for shipping?

A: BuiltBurgers are hand made at a USDA-certified facility. Our products are made after receiving your order, vacuum-sealed and then immediately frozen after we build each individual burger. Your order will be placed in a sealed, insulated container with plenty of dry ice. Since BuiltBurgers are perishable, all orders are sent via FedEx to ensure that you receive the world’s finest burgers.

Since your order is hand built, we are currently shipping all orders on Monday and Tuesday so that we can ensure your BuiltBurgers arrive no later than Friday. If you are interested in Saturday delivery, please call to confirm availability.

Q: Can I request a specific delivery date?

A: Yes. If you phone in your order, we will be happy to help arrange for a specific delivery date. We are not able to accommodate special delivery dates for online orders at this time.

Q: Will I receive a tracking number with my order?

A: Yes. After placing your order through BuiltBurger.com or 888-72-BUILT, you will receive two confirmation e-mails. The first confirmation will be sent upon completion of your order and will include details of your purchase. You will receive a second confirmation e-mail at the time that your order is shipped, which will provide you with a FedEx tracking number and shipping information.

Q: Why is cost of shipping so high?

A: To guarantee Freshness and our location in the great Northwest.

Our Customer for Life Promise guarantees we provide the world’s finest delivered. To ensure optimal quality and freshness, we send our products via the most desirable FedEx shipping method. Your order is packaged in a Styrofoam cooler that provides maximum insulation along with plenty of dry ice, which will keep them frozen from the time they leave our facility to the time they reach your kitchen.

Additionally, our location adds to the cost of shipping. The shipping cost may be higher because of our location, but we guarantee the quality and craftsmanship that goes into every single Built we build.

Q: What should I do if my order is no longer frozen when I open my delivery?

A: Our products are made after receiving your order, vacuum-sealed and then immediately frozen after we build each individual burger. Your order is completely frozen when we commence shipping. If your beef is no longer frozen at the time of arrival, as long as it is cool to the touch, you can either simply place the beef in your freezer or cook it that day. Please note that as BuiltBurgers are vacuum-packed, its packaging will contain no air to promote bacterial growth.