Frequently Asked Questions


Placing an Order

Can I get a discount on my first order?

 

Yes, you can use the discount code ‘WELCOME10’ to receive 10% off your first order, and always receive free shipping on orders over $75.

 

This isn't my first order. Is there still a way to get a discount?

 

Check out our promotions page for all current discounts. If you’re a huge Ground Up fan looking for another way to receive special discounts (AND free nut butters!), consider joining our ambassador program, the Butterbassador Club.

 

Can I add a gift note to my order?

 

You can! After you add an item to your cart, there is an empty text box that says “leave a note with your order”. In that box, you can add your gift note. And if you forget, no worries! Just send an email to customercare@grounduppdx.com with your order number and the note you’d like added.

 

This order is a gift, can you leave out price information?

 

We do not include invoices or receipts with orders anyway, so you’re good to go.

 

Can I modify my order?

 

As long as your package hasn’t been shipped out yet, we can modify the order. Just send an email to customercare@grounduppdx.com with your order number and the changes you’d like us to make.

 

Can I change my shipping address?

 

Yes, as long as the package has not been shipped out yet, we can change it. Just send us an email at customercare@grounduppdx.com with your order number and the correct address.

 

Can I change my billing address?

 

If you entered the wrong billing address, as long as the payment was processed, it’s not an issue.

 

Shipping

Do you ship internationally?

 

Sorry international friends, we ship U.S. only. We hope to be able to offer int’l shipping some day soon!

 

My jars arrived broken! What do I do?

 

Oh no! If your jar arrived broken or damaged, send us an email at customercare@grounduppdx.com with your order number, a photo and we’ll help you out.

 

I received the wrong flavor/my order is missing an item! What do I do?

 

We’re so sorry about that! If your jar arrived broken or damaged, send us an email at customercare@grounduppdx.com with your order number and we’ll get the correct products shipped out.

 

How long will my order take to ship?

 

Your order should ship out within 3-5 business days of placing it. Thanks for your patience! Find more information on our Shippings + Returns page.

 

Can I cancel my order?

 

As long as a shipping label has not been printed yet for your order, you can cancel it. Just send us an email at customercare@grounduppdx.com and we can help you out.

 

Can I return my order?

 

All sales on our website are final, and we cannot accept returns or exchanges on any items. If you're unhappy, please let us know by emailing us at customercare@grounduppdx.com and we'll do what we can to accommodate you! Find more information on our Shippings + Returns page.

 


Can I place my order and delay shipping?

Unfortunately, we are unable to do this! However, if you have any special requests, feel free to email customercare@grounduppdx.com and we will do our best to help you out.

Product

What do I eat the nut butters with?

 

The possibilities are endless! Here are some of our favorite ways to enjoy them: on toast, in a smoothie, in oatmeal or yogurt, with an apple or banana, or by the spoonful. You can also incorporate them into baked goods or savory recipes! Find inspiration on our recipe blog or Instagram.

 

Are your ingredients organic?

 

Many of our ingredients are locally grown, pesticide-free, and sourced from organic farms. However, at this time, we are unable to source 100% organically grown materials to make our product. It is something we have looked into and stay on top of as our company continues to grow. We can assure you that all of our ingredients are non-GMO and pesticide-free. We put a lot of love and care into every jar we create, and therefore into every ingredient that goes into it.

 

Are your products non-GMO certified?

 

All of our products are non-GMO certified!

 

Why is my nut butter solid?

 

Since most of our nut butters contain coconut, they get hard when kept in colder temperatures. It's best to warm it up to get it to a stirrable consistency. To warm it, we suggest a few things:

  1. Heat the entire jar up in the microwave for 15 seconds or so, until you see the oils start to release and it gets more liquid-y. (You can also just heat a small portion in a bowl, your call!)
  2. Put some in a small sauce pan and warm it on the stove top.
  3. Place the entire jar in a bowl of warm water for a bit so that it can liquify more.
  4. Store it in a warm place such as near the stove or a heater to avoid having to do this every time!

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What are those white spots on top of my nut butter?

 

In our nut butters that contain coconut, the coconut oil in the nut butter separates naturally and hardens on top. They also get hard when stored in cooler temperatures. Those white spots you see are actually solidified coconut oil. If you are unable to stir it and get it to a desirable consistency, it is best to warm it up. Look above for instructions on how to warm up your nut butter!

 

Why is there oil at the top of my jar?

 

Because we don’t use any palm oil, hydrogenated oils, or other fillers, separation between the oil and the nut butter will naturally occur. Simply give it a good stir and enjoy!

 

How long are your products good for?

Our nut butters have a shelf life of one year from the batch date on your jar.

Do I need to refrigerate after opening?

 

Once opened, they do not need to be refrigerated. (In fact, our flavors with coconut will harden if they’re stored in the fridge, so we don’t recommend it!)

 

I found a nut shell in my nut butter. What do I do?

 

Oh no! That unfortunately can happen from time to time. Please send us an email at customercare@grounduppdx.com and we’ll assist you.

 

How often do you release limited-edition flavors?

We release a new limited-edition flavor every month. Stay tuned via our email list and on social media to make sure you get access to our new flavors!

Ingredients

Are your products made in an allergen friendly facility?

 

All Ground Up nut butters are made in a peanut-free, dairy-free, gluten-free and soy-free facility.

 

Are your products gluten-free?

 

Yes, they are 100% gluten-free, and there is no chance for contamination.

 

Are your products vegan?

 

We have 3 vegan flavors that do not contain honey: Classic Smooth, Chunky and Walnut-Cashew. Sometimes our current seasonal is vegan, as well!

 

Where can I find the nutritional information?

 

You can find the nutritional information for each product on its product page (as well as on the back of the jar!).

 

Are your nuts roasted?

 

Yes, all of our nuts are dry roasted.

 

Wholesale + Stores

Can I find your products in a store near me?

 

You can find our products in many stores around the US. Check out all the stores that carry our products on our Find Us in Stores page and hopefully they’re available at a store near you! If you would like to see your products in a particular store near you, fill out our Store Request Form and submit it to the store!

 

I’m local to Portland. Where can I buy your products?

 

You have several options! You order online and select local pickup to avoid shipping costs or find us in a store near you. You can also shop our products at several farmer’s markets around Portland (sometimes we even bring our limited-edition flavors!) and find a list on our Events page.

 

Do you sell your products wholesale?

 

We do! Learn more on our Wholesale page.

 

How can I become a wholesale distributor?

 

You can learn more about how to partner with us Wholesale page.

 

Can I purchase your products for corporate gifts?

 

You can! Learn more Meaningful Gifts page.

 

Can I purchase your products for wedding favors?

 

Definitely! Learn more on our Meaningful Gifts page.

 

Collaborations

I’m an Instagram influencer and would love to collaborate. Who can I speak to?

 

Yay - we love collabs! Send us an email at customercare@grounduppdx.com or a DM on instagram (@grounduppdx) and we will discuss further.

 

My company would love to partner with you. How can we make this happen?

 

We’d love to chat with you! Send us an email at customercare@grounduppdx.com or a DM on instagram (@grounduppdx) and we will discuss further.

 

I’d love to become a Ground Up ambassador. Who can I speak to?

 

We are so happy to hear this! You can find more information about our ambassador program, the Butterbassador Club, here. Or, send us an email at butterbassadors@grounduppdx.com.

 

Flavor of the Month Club

Do you offer a monthly nut butter subscription?

 

Yes! Our Flavor of the Month Club is a monthly subscription where you get first access to our seasonal flavors—before they're released to the public! Every month, you'll get 2 jars of nut butter delivered straight to your door: one seasonal flavor (always a surprise!) and one flavor from our classic lineup (of your choosing).

Can I purchase the Flavor of the Month Club subscription as a gift?

 

Of course! You can choose from our 3-Month, 6-Month or 12-Month Prepaid Subscriptions.

Can I change or cancel my subscription?

 

Yes! You can cancel or pause your subscription at any time by logging into your subscription portal. You can also change the classic flavor that is getting delivered with your order, and you can even add additional items on to your order!

Is shipping included?

 

Shipping is included in the pre-paid subscriptions (and you're getting a discount on shipping by paying up-front, instead of paying an additional $5 each month!). For our monthly subscription, shipping is not included and you will be charged an additional $5 each month.

What if I have an allergy? Will you accommodate special requests?

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  • All limited-edition flavors will be peanut-free, dairy-free, soy-free and gluten-free, but unfortunately we cannot accommodate any special allergen requests.
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When will my order ship?

 

All Flavor of the Month subscription orders ship on the 5th of the month—before we release our limited-edition flavor fo the public! Your card will be charged on the 1st of the month, and new subscribers must join by the 3rd of the month to be included.

 

Other

I have a question that is not listed. Who should I contact?

 

Reach out to us at customercare@grounduppdx.com or call (971) 264-1395 and Sarah will help you out!

 

When can I expect a response to my email?

 

Our customer care team is available by email or phone during business hours, 9-5 on M-F (Pacific Standard Time). If you send us an email or submit an inquiry on our website, we’ll get back to you with 1-2 business days.

 

Can I send you my jar to recycle?

 

Unfortunately we don’t have a recycling program (yet!). We hope to be able to offer this eventually, but currently it’s quite expensive to implement to ensure we meet ODA health standards regarding proper sanitation. In the meantime, we hope you find creative ways to reuse your jars!

 

What is the best way to support your mission?

 

Buying our products is truly the best way to support our mission of providing job skills to womxn overcoming adversity! The more jars that we sell, the more hours we are able to provide for our team, and ultimately the more womxn we are able to employ. If you're looking for a way to make an ongoing contribution, consider joining our Flavor of the Month Club!