How long does it take for my order to ship?

We do our very best and try to pack & ship all online orders within 1-3 business days from order placement. Due to unprecedented unpredictability with the current COVID-19 pandemic, we will do our best to expeditiously keep up with order volume. However, there may be slight delays based on availability. Customers who have placed orders through this site will receive immediate order updates to the email address used to place the order.


Can I place a custom order?

YES! If you'd like to place a custom order with your own set quantities of different items, we can build a custom shipment for you. For example...if you want a few different items in a quantity configuration not currently available online, you can email us at hello@12bones.com and let us know exactly what you'd like and the delivery address. We'll we able to get you a customized order total for your custom request.

Please keep in mind that we fulfill all regular online orders FIRST before we're able to fulfill custom order requests. We'll do our best to get you an order total ASAP if you include all the required info in your email request.


What shipping method is used?

We ship with a variety of shipping methods (USPS Priority, UPS Ground, FedEx Ground, FedEx Home Delivery, and USPS First Class for items that do not require insurance). You will receive a shipping confirmation with tracking number (if applicable) as soon as your order ships. We determine the shipping method on an order-by-order basis depending on distance and speed to the delivery address.

In nearly all cases, we typically ship USPS Priority Mail.


Can you expedite shipping?

Expedited / rush shipping might be available depending on WHEN you request it and WHERE the order is being delivered to. However, additional fees will certainly apply and is priced on an order-by-order basis. To see if we're able to accommodate your deadline and how much it costs, email us at hello@12bones.com BEFORE placing your order online so we can properly assess the deadline and shipping speed.

To expedite your request, please include exactly what you would like to order, the delivery address, and required deadline.


Where can I buy your products?

Currently, our products are only available at our 2 restaurant locations (Asheville, NC & Arden, NC) and through this online store. We do not currently distribute our products through any grocery stores or retailers.


I used to be able to find your sauces at a store retailer me. What gives?
While in the past we did have limited regional availability of some of our BBQ Sauces in a variety of stores (through a bottling partner), we decided to bring the entire bottling and distribution process in-house in order to ensure we maintain the best quality and consistency in our products.

We care about the quality of our products a great deal. In the past we've encountered quality control issues with both taste and distribution of expired products. When additional parties are involved in distribution, these issues remain outside of our control. We want to make sure that what we're putting out into the world is at the caliber intended.

At this time, we do not have any plans to distribute our products through other stores or resellers, as it would require us to significantly increase unit pricing.


Do you offer bulk or wholesale pricing?
No, we do not offer wholesale pricing at this time. All of our BBQ sauces are made from scratch in small batches in our own restaurant kitchens with fresh, quality ingredients and a whole lot of TLC. We very carefully and mindfully price our products aggressively to try and make them as widely available as possible directly to customers at a reasonable unit price. As such, our current direct to consumer pricing does not allow for bulk or wholesale discounts.


What is your return policy?
Due to the fact that we sell food products and other perishable goods, ALL SALES ARE FINAL for all products from our online store. However, if your order is damaged or incorrect, please 
Contact Us immediately so we can make it right.

Since we've received concerns from customers regarding the possibility of receiving previously opened, worn, or other returned merchandise, we do not accept returns at this time.

For damaged or incorrect orders, You MUST contact us within 5 business days of delivery of your shipment at our Contact Us page regarding a damaged or incorrect order you have received. You MUST KEEP any damaged shipment (including the box and all contents) until we resolve the Claim with our shipper. In the past we have submitted damage claims with only photographs and the insurance claim has been denied due to not keeping the originally shipped items and box.


Can I order outside the US?
We are not shipping outside the US at this time. Although we have shipped international orders in the past, we have experienced multiple issues recently with foreign customs agencies opening up packages for inspection, then repackaging improperly leading to damaged contents. We have also experienced extremely long delays in shipping taking upwards of one month to get to international customers when we were informed that it would arrive within 10 days. Due to the fact that all of these complications are beyond our control once they leave the United States, and also because we are not able to successfully re-coup our expensive shipping costs for the replacement orders for damaged contents...we have decided to cease shipping international orders at this time.


Why are your products less expensive in your stores?
12 Bones prides itself on maintaining quality, so we opt to package our BBQ Sauces in high-quality glass bottles.

While we make every attempt to cut down our packaging, shipping, and labor costs to deliver our fresh, delicious goodies to your door...there are quite a few costs that go into ensuring safe & secure packaging & delivery. We try to offset some of these costs by building them into the shipped online products.

Our glass products are extremely heavy to ship, and we also add a lot of packaging to ensure safety. We also insure shipments that include fragile products to make it logistically possible to ship orders all over the country. We were hesitant and held off for years on shipping orders, but were able to strike a happy medium for those who love our products from afar.

But yes...if you're able to visit one of our locations in person, you should DEFINITELY STOCK UP on our goodies because they are less expensive in store.

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