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Frequently Answered Questions

Below is a list of commonly asked questions. If your question is not answered below, please feel free to contact us.

General

  • How does The Big Kitchen Work?

    • Our chefs prepare entrees, salads, sides, wood fired frozen pizzas and smokehouse items daily from scratch
    • All food is refrigerated and packaged for easy heating and serving at home and has a shelf life of at least 4 days.
    • We have two locations for online ordering and pick up – Scott’s Addition at 1600 Altamont Avenue and Short Pump at 3332 Pump Road next to Tazza Kitchen. Orders can be placed 15- 30 minutes in advance and up to 5 days in advance.
    • Scott’s Addition is open for pick up and grab n go between 11:30 am and 7:30 pm M-F and between 2:30 and 7:30 on weekends.
    • Short Pump is open for pick up from 11:30 – 7:30 seven days a week.
    • We now also offer delivery to select areas Monday – Thursday with delivery times between 3:00 – 7:30 p.m. with an order cut off of 10:00 am the day of delivery and up to 5 days in advance.
    • Click here for our initial delivery area Zone 1 Delivery Area
    • We use our own trusted drivers and snazzy refrigerated vans to deliver your meals.
    • Unless otherwise noted, entrées are portioned for two people.
    • Because we cook from scratch daily, supplies are limited and we may sell out of popular items.
    • If you are interested in placing a large order, contact us at 804-885-6015 or info@thebigkitchen.com.
    • View a sample menu here.
  • How is The Big Kitchen related to Tazza Kitchen?

    The Big Kitchen is a sister company to Tazza Kitchen, owned and operated by the same founders and owners. The Big Kitchen menu offers a few Tazza favorites in addition to some yummy new recipes. Our new Short Pump location is actually right next door to Tazza Kitchen on Pump Road.

  • Can I dine at The Big Kitchen?

    While we would love to hang out, The Big Kitchen is for pick up, grab n go, and scheduled delivery only.

  • Is your packaging recyclable/compostable?

    In short, yes! and yes!

    For more information about our packaging and composting plan, please click here.

Food

  • Can I freeze the food?

    Good question! It really depends on the dish. Our smokehouse meats, burritos, pastas, quiche, fried rice, black beans, and soups as well as other items generally freeze well. While all of our containers are freezer safe, for better results you may want to move the food to an airtight container. We do not recommend freezing items made with fresh vegetables like salads, marinated vegetables, roasted tomatoes, beets, spaghetti squash and lettuce wraps. We also do not recommend freezing crab cakes or the salmon dish.

  • Can you accommodate dietary restrictions and/or allergies with substitutions or exclusions?

    Our online menu will list the main ingredients and note any common allergens. All dishes that are vegetarian (veg), vegan (v) or gluten free (gf) will also be noted.

    Unfortunately we are unable to alter or exclude ingredients from the recipes. Items that have optional choices and add ons can be made vegetarian and sometimes vegan. And will indicated by an “O” – VO, VEGO.

    We are not a dedicated allergen free facility and all of our food is made in the same kitchen. While we clean surfaces, equipment, and utensils after working with allergens, cross contamination is always a risk. We are unable to accommodate special requests.

    A list of ingredients will be included on the label. If you need more specific information feel free to contact us.

     

  • Do I need to prepare and/or cook the food?

    We have done all the work! Dishes are fully prepared and either ready to eat cold or come with heating instructions for the microwave or conventional oven. Note: the fresh fish entrées are raw and require 10 to 15 minutes to fully cook.

  • Do you list ingredients and provide nutritional info and/or macros?

    Our online menu will list the main ingredients and note any common allergens. All dishes that are vegetarian (veg), vegan (v)or gluten free (gf) will also be noted. A list of ingredients will be included on the label. If you need more specific information please contact us.

    At this time, we do not provide nutritional information.

  • How long does the food last?

    4 to 6 days but please check “use by” dates.

  • How often do you update your menu?

    We offer a limited number of new items every few weeks and rotate certain items seasonally.

  • What are your portion sizes?

    Unless otherwise noted, most items feed two people. Sometimes we will suggest a side or salad for a complete meal.

  • Where do you source your ingredients?

    Delicious food starts with quality ingredients. We source humanely-raised pork, poultry, lamb and beef, and sustainably-harvested, chemical-free seafood. We work with local purveyors as much as possible and continue to expand our partnerships in the area. Meet some of our suppliers here.

  • Where is the food prepared?

    All meals are fully prepared from scratch at The Big Kitchen in Scott’s Addition or at our Short Pump location by our team of chefs and skilled cooks.

Beer & Wine

Ordering & Payment

  • Can I get a refund?

    If for any reason you are not pleased with your food or service, please contact us 

     

  • Are your menus for pick-up and delivery the same?

    The menus for The Big Kitchen in Scott’s Addition and delivery are the same. The menu at The Big Kitchen Short Pump is very similar but may have a few items that are different.

  • Can I change or cancel an order?

    Orders for pick up can be changed or cancelled up to 1 hour before scheduled pick up time. Orders for delivery can be changed or cancelled up to noon on the day of delivery on the ordering page. To make changes text or call 804-885-6015 or email info@thebigkitchen.com. We try to accommodate most changes.

  • Can I order food that is already heated and ready to eat?

    No. All of our meals have been prepared in our kitchen and refrigerated. We do have some items that are ready to eat cold. All other items include heating and serving instructions.

    We do offer some heated items for drop and go catering. To inquire email info@thebigkitchen.com.

    If you want to order heated, ready to eat items, please visit our Tazza Kitchen website and order take out from one of our restaurant locations.

  • Can I place an order as a gift for someone else or send a gift card?

    To have an order delivered as a gift to another person, please use the recipient’s address for delivery, assuming they are in our delivery area.

    You can order a gift promo code here https://www.thebigkitchen.com/gift-cards/

  • Do you expect tips?

    Nope. It is our pleasure to serve you.

  • Do you have an app?

    At this time we do not have an app but our online platform is mobile friendly.

  • Do you offer meal plan subscriptions?

    We do not. You can order what you want, when you want it.

  • How far in advance must I order for pick up?

    When placing an order for pick up you must select a scheduled pick up time. We ask that you order at least 30 minutes in advance and can order up to 1 week in advance. Time slots in the evenings do fill up.

  • Is there an order minimum or maximum?

    There is no minimum for pick up. The minimum order for delivery is $30. If you are interested in placing a large party order, contact us at 804-885-6015 or info@thebigkitchen.com.

  • Will I receive an order confirmation?

    Yes. You will receive an email confirmation upon completing your order. Please check your spam folder if you do not see it.

Pick Up

  • How does scheduled pick up work?

    We offer time slots every 15 minutes at our Scott’s Addition and Short Pump (beginning May 7) locations. Scott’s Addition is open between 11:30 and 7:30 Monday through Friday and between 2:30 and 7:30 on weekends, and Short Pump is open from 11:30 and 7:30, seven days a week. In order to serve you as quickly as possible and manage vehicle flow, we limit the number of pick-ups in each slot. If a time is not available, then it has filled up for that day.

  • Can I change my pick-up time after I’ve placed my order?

    Yes. Give us a call or text us at 804-885-6015 and let us know when you would like to pick up your order. We can usually accommodate an earlier pick up with enough notice.

  • What if an item is missing from my pick-up order?

    Call or text us at 804-885-6015 and we will do our best to make it right. If it is after hours you can also email us at info@thebigkitchen.com.

Delivery

  • Where and when do you deliver?

    • Delivery is available Monday – Thursday with delivery times between 3:00 – 7:30 p.m.
    • Order cut off is 2:00 pm for same day delivery, and you can order up to 5 days in advance.
    • There is a minimum order of $30 and a delivery charge of $4.95 (waived during the month of May).
    • Our drivers are employed by The Big Kitchen and drive our snazzy refrigerated vans.

    Our initial delivery area includes homes and businesses in Scott’s Addition and the area generally bound by Northside, Lombardy, the James River, and Three Chop Road. This map is only an approximation.

    To confirm if you are in the delivery area enter your address when you start your order. If Delivery is an option, then you are in the area. If you are in the area, but delivery does not show up it is because you are ordering for a day when delivery is not available. Please confirm your delivery time on the check out page as it may change from your original selection on the start order page.

  • Can I order alcohol for delivery?

    Yes. You must be 21 years of age and someone with a valid identification must be present to receive alcohol. If you order alcohol and there is no one to receive it, we will not leave that part of your order and we will refund you for the beer or wine.

  • Can I pay the delivery driver for my order?

    Our drivers do not carry cash or have a means to accept a credit card for payment. All orders must be paid online.

  • Can I tip the delivery driver?

    Nope. It is our pleasure to serve you. But thank you for the thought.

  • Do you charge a delivery fee?

    Yes. We charge a delivery fee of $4.95 regardless of the size of the order. Delivery requires a minimum order of $30. The delivery fee is waived during the month of May!

  • If I’m not there, what do I do?

    We offer a cooler exchange program for a 1 time fee of $10.99. You can purchase your first cooler on the food menu and we will leave your order with ice packs. After the initial purchase you can choose to swap out your cooler at your next delivery. You can leave any notes for where to leave the cooler on the check out page. We recommend that you refrigerate your food as soon as possible.

  • What if an item is missing from my delivery order?

    Please contact us by calling or texting 804-885-6015 or email us at info@thebigkitchen.com.

  • What if I forget to leave my Big Kitchen cooler out?

    Just text or call us at 804-885-6015 and we will pack your food in another cooler. You can leave both out the next time or purchase two if you prefer.

  • What if I need to change my delivery address or instructions?

    If you need to change delivery instructions please text or call 804-885-6015 or email info@thebigkitchen.com. If the van has left the kitchen, we may not be able to change the delivery.

  • What if my neighborhood is gated or my building is guarded?

    We must leave instructions with the gate or guard station to expect our delivery.

  • Why does it appear a certain delivery window is not available?

    That time slot is full for that day.

  • Will you notify me when my delivery is coming?

    You will receive a text approximately 10 minutes before your order is going to arrive.

  • Will you notify me when my delivery is made?

    Yes. We will text you confirmation that your delivery has been completed!