SHIPPING INFORMATION

COVID-19's IMPACT ON SHIPPING

We'll get straight to the point: COVID-19's impact on our business changes on a nearly daily basis in ways that are beyond the scope of our control. We proactively thank you for your understanding of any potential delays in shipment or shortages in our inventory. For more information, check out the details below.

co2 Shortage: You're likely saying, "Is Dreamland really busting out the periodic table on this?!" We know; bear with us. For us to ship our tasty 'que coast-to-coast, we have to have dry ice. To make dry ice, you have to have co2. With the rollout of the Moderna and Pfizer vaccines on the horizon, dry ice is in huge demand. While we're able to get what we need, please know that can change at a moment's notice.

Labor Shortages Among Shipping Carriers: As the demand for shipped goods increases, carriers are having difficulty hiring, training, and fielding the personal needed to keep up with the influx of demand. In short: Labor shortages = delayed transit times

Because our online store contains several time-sensitive items, we may have to temporarily remove cheaper shipping options to your town to ensure your order arrives at a safe temperature. We'll be sure to give those of you in affected markets a heads up should we have to make such an adjustment.

The next time you bump into a USPS, UPS, FedEx, or DHL employee, be sure to thank them. They're likely working crazy hours to take care of those that are locked down.

SHIPPING OVERVIEW

$0. That's how much our business makes from shipping charges. We do not tag on handling fees or add a buffer to cover shipping costs. The rate you see is exact amount it costs us to ship your order. UPS is our exclusive shipping partner, and we have negotiated the lowest possible rates for our business.

Please read the shipping information below to answer any questions you may have about package ship date or arrival date. If you have any further questions, please feel free to give us a call at 1-800-752-0544 or Email Us.

Why doesn't Dreamland offer free or flat rate shipping?

Shipping perishibable goods is complicated and expensive. Carriers set shipping rates based on the size and weight of a package. The bulk of orders placed with us are for products that must be shipped in large, heavy coolers. In short: Shipping our product to your front door is substantially more expensive than shipping a pair of sneakers or blue jeans.

One way to offset this cost would be to inflate product pricing to subsidize to the costs of free or flat-rate shipping. This, however, would disproportionally have a negative impact on our customers that live in areas outside of the Ground shipping zone (see map at the bottom of the page for more details).

I'm still skeptical after your explanation. Can you give me an example?

Sure! We don't mind being transparent.Let's say you want to ship our most popular offering - the 2 Slab Package - to Nashville, Tennessee from our facility in Birmingham, Alabama. We offer this product for $59.99, it weighs 21 pounds, and the package dimensions are 18x15x13. The cheapest possible shipping would be UPS Ground, which costs roughly $15.00. 😳

Take that same example, but let's say we're shipping to Los Angeles. In this case, we cannot use UPS Ground, because the food would spoil in transit. We'd have to use 2nd Day Air, and that would cost about $75. 🤯

How can Amazon and other large companies afford to offer free/flat-rate shipping?

There are a few answers to this question:

1) Carriers set price breaks for merchants based on shipment volume. While some people think Dreamland is a large company, our E-Commerce business is still very small. That being the case, we don't get the same breaks on rates that largers businesses do. We're working on it!

2) As previously stated, most of our orders are time-sensitive and shipped in heavy packages. This means we generally cannot offer bargain, snail mail shipping methods.

3) Larger companies generally have multiple fulfillment facilities scattered throughout the country. The shorter the distance between the order distribution and order destination, the cheaper the cost. Currently, we only have one fulfillment facility from which all orders ship.

Why am I not seeing an option for ground shipping?

If you don't see ground shipping as an option during checkout. It means two things:

1) Your order contains perishible goods and...

2) You live in an area that cannot recieve UPS ground shipments within 2 days. 

What days of the week do you ship?

Our warehouse hours of operation are Monday - Friday, 8 am - 4 pm CST.

UPS does not deliver, and we do not ship on the following holidays: New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.

What's the cutoff time for same-day shipment?

Orders placed Monday-Friday before 3 pm CST are shipped out the same day. Orders placed after 3 pm are shipped out the following business day.

Are the ribs prepared at the original Dreamland in Tuscaloosa?

No. While we use the same techniques, ribs, and recipes as the Tuscaloosa location, all online orders are prepared at our USDA facility in Birmingham, Alabama.

How do I track my order?

We've got plenty of options. Once your order is placed, you can opt-in to text notifications on the order confirmation page. Additionally, once your order is processed, we'll send an automated email with your tracking number.

At that point, you'll recieve three additional shipping emails:

1) When your order leaves our warehouse

2) When your order is out for delivery

3) When your order has been delivered

Please note that these email notifications are triggered by data sent from UPS, not Dreamland.

My perishable order was delayed by UPS and arrived late. How do I know if my product is safe to eat?

If your product is still cold to the touch, you're in good shape. If you have concerns, don't hesitate to give us a call.

My product is, in fact, warm to the touch. What do I do now?

Give us a call at1-800-752-0544orEmail Us, and we'll be happy to work with you on a resolution.

My order arrived damaged. Who do I notify?

If the product or package is damaged in any way, please DO NOT REFUSE delivery or discard package. If damage does occur during transit, when possible please photograph the damage and Email Us so we can file a damage claim with the shipping company, on our customers behalf, for replacement product to be sent to the customer. The package may need to be picked up by UPS for inspection. Reshipment or returns are available after the damage claim has been made.

There was a problem with my order. Can I return the items for a refund or store credit?

Returns are not accepted after 5 days from the date the order is delivered. We do not accept returns on perishable items. Items that have been opened cannot be returned. Return shipping charges are the customer’s responsibility. Shipping and handling charges are NOT refundable.

Return To:

Dreamland BBQ Shipping Department

Returns:(Your order number)

19 W. Oxmoor Road Birmingham, AL 35209

We also recommend giving us a call at 1-800-752-0544 or Email Us. While we cannot control what happens to a package once it's given to UPS, we can usually work with you to come to a satisfactory resolution.

Are there any discounts or promo codes I can use on your site?

Promotional codes and discounts are usually provided exclusively to our E-Club members. We don't want to specify how often we send promotional codes but - trust us - it's worth joining. 

IMPORTANT SHIPPING INFORMATION

We ship with only UPS. We ship UPS Monday-Friday. US home delivery delivers Tuesday-Saturday (if Saturday service is available in the shipping area). Please note: UPS does not deliver, and we do not ship on the following holidays: New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.

Once an order is shipped, tracking information is sent to the email address provided in the shipping information during checkout. Packages do not require a signature by our carriers as a default for residential addresses and will be left at the shipping address provided under the carrier’s discretion. UPS My Choice gives you the option customize your delivery or pickup. Dreamland BBQ does not monitor shipment progress and it is the customers responsibility to monitor the shipment progress. We ship all perishable packages with dry ice giving the product a two-day transit life span.

No perishable orders can be shipped to a PO Box.

SHIPPING COSTS

Shipping costs are pulled directly from UPS and are determined based on the weight of the package, shipping method selected, and shipping address.

If an address change must be made after the product has left our facility, a $15.00 charge will be applied to the card used for the initial order.

DISCLAIMER

Dreamland BBQ is not responsible for packages sent to a wrong address or delivered when no one is available to received. Dreamland BBQ does not monitor package movement as UPS Tracking numbers are sent to the email address entered in the shipping email field during checkout.

Dreamland BBQ is not responsible for any delays due to inclement weather conditions incurred during UPS delivery. Such delays should be directed UPS directly using your UPS tracking number.

RETURNS

Returns are not accepted after 5 days from the date the order is delivered. We do not accept returns on perishable items. Items that have been opened cannot be returned. Return shipping charges are the customer’s responsibility. Shipping and handling charges are NOT refundable. Returns may be subject to a 5-10 percent restocking fee.

Return To:

Dreamland BBQ Shipping Department

Returns:(Your order number)

19 W. Oxmoor Road Birmingham, AL 35209

SHIPPING SCHEDULE & ZONES

Please see chart below for shipping methods and availability.

UPS TIME COMMITMENTS

Ground Deliveries- arrives by end of day.

Two-Day Air Deliveries- arrives by end of day.

Next Day Air Deliveries- arrives by 10:30 AM following business day.

Saturday Deliveries- arrives by 12:30 PM.