When will my items be ready?
You can expect your Brown's Organix order to be shipped or ready for you to pick up within three business days. If there is a delay of some sort, we will contact you right away to make you aware of the situation and find out how you would like to proceed.
How can I maximize the shelf life of my butters?
As you may have noticed, we do not add any chemical or artificial preservatives to our products. However, Vitamin E helps to keep your whipped butters from going rancid, and the dark amber jars keep out direct sunlight, which also impedes that process. As long as you keep your jars closed tightly, make sure no water splashes into them, and store them in a cool, dry location, you can expect at least a 12-month shelf life. It probably won't be around that long, though!
When will you be coming out with more products?
We are constantly soliciting and listening to feedback from our customers about which products they would like to see next. Our product development pipeline is jam-packed, and we're working pretty much around the clock to create more amazing products while maintaining the excellent quality of what we already offer. Check back on the website periodically, sign up for our newsletter, or follow us on social media to get the latest updates right away.
I got my shipping notification, but the tracking link isn't updating. Where is my package?
Rest assured that we will never send you a shipping notice unless your order is packaged and ready to hit the post office. We will never generate a shipping label/notification without having your order complete. We've been there before with other online vendors, and it's not a good feeling.
Once we send you a shipping notification, your order is dropped off that day or the next morning at the post office - no exceptions. USPS usually does a great job of scanning each package every step of the way, but sometimes they miss scans, leading to the tracking not being updated online. However, rest assured that your package is in transit and should arrive on time.
The USPS is currently experiencing some delays due to COVID-19, and although your order will ship on time, your package delivery time may be unexpectedly extended. We thank you in advance for your understanding and patience.
If there is an unreasonable delay, we'll open up a case with the United States Postal Service and do everything in our power to get answers about where your order is.
Why do you only ship with USPS? Why not UPS or FedEx?
USPS is the only carrier that can deliver to every address in the United States and its territories, and UPS and FedEx charge surcharges for some addresses, don't deliver to some locales, and cannot deliver to PO boxes. Cost-wise, for the size and weight of the average package we ship, USPS always comes out cheaper for the customer. Additionally, when there is an issue with shipping, we have found it much easier to get answers and action from USPS.
What is your return/exchange policy?
Due to the nature of our products, we can not process returns or exchanges. However, we want each customer to be 100% happy with their purchase, so if you have any issues please be sure to reach out to us within 7 days, so that we can make it right.
If your items arrive damaged in some way, please be sure to take photos and contact us within 7 days at firstname.lastname@example.org, or the website's contact form, so that the problem can be addressed properly. Please note that in high temperatures, some melting of whipped butters is normal and should not be considered a defect or damage. Click here for more information on whipped butters and temperature.
Okay, I understand that melted butters aren't damaged... so what do I do to fix them?
We ship with Cool Shield packaging from mid-April to late September, which provides a great barrier from the heat and preserves your butter's texture quite well. But, that is only effective for a certain amount of time. The relentless summer heat can still melt your butters if they are allowed to sit outside for an extended time after delivery, or not kept in a cool area once inside your house.
In order to avoid your butters melting, we suggest that you have your butters delivered to an address where you know they will not sit outside or in hot temperatures for an extended amount of time once dropped off; check your USPS tracking information so that you know your expected delivery date and can take it inside in a timely manner; and if all of that fails (life is crazy, and the unexpected could always happen!), here are the easy steps to restoring your butters to their whipped, fluffy state:
- Transfer the product into a metal or ceramic bowl and mix it vigorously with a fork or a whisk.
- Cover the bowl and let it sit until the product solidifies again. Or, to save time, you can place it in the refrigerator or the freezer until it hardens, but check it ofen so it doesn't freeze or get too hard!
- Whip it on high with a hand mixer until it's fluffy again, then transfer back to the jar.