Frequently Asked Questions
If you have a problem or question not answered on this page, please contact us.
Web Store Questions:
Is this a secure site?
Will my personal information be kept private?
How do you ship your products?
What do I need to know about receiving deliveries by common carrier?
How long does shipping take?
What is your return/cancellation policy?
If your website says Free Shipping, why do I have to pay shipping charges to return the order?
Can I track my order?
Are your products covered by a warranty?
Why should I register with bigtoyexpress.com?
When can I reach customer support?
Can I check if other customers have been satisfied with your service & product?
I made a mistake on my order. How can I fix it?
Web Store Questions:
Q: Is this a secure site?
Yes. Your login, registration and credit card information is sent securely using Verisign SSL encryption (the same secure encryption that banking websites use).
Q: Will my personal information be kept private?
Yes. We do not provide your information to third parties.
Q: How do you ship your products?
Our products will ship by the most efficient method possible to keep the cost affordable. For small to medium sized products, FedEx Ground Service, UPS Ground, or USPS are the carriers of choice. For oversize Freight orders, regional trucking companies are the carriers of choice. If FedEx/UPS/USPS items are combined with oversize Freight items in one order, the order will be delivered via truck in almost every case. Due to the large amount of orders received, express delivery is not available at this time.
Q: What do I need to know about receiving oversize Freight deliveries?
• You must be present at the time of delivery. The trucking company will not deliver a shipment without a signature. They will usually call ahead to schedule a delivery that is convenient with your schedule.
• Product cartons are made with heavy duty, reinforced material to protect the contents during this type of shipping process. If you find that the contents are damaged or missing, please note this information on the delivery receipt before you sign it. Do not refuse the shipment (refusing the shipment delays our ability to rectify the problem. A 20% restocking fee is charged for refused shipments).
• The cartons should be counted before signing. Read the delivery receipt to be sure you are receiving every carton that was shipped.
• The drivers are not required to assist in unloading the truck unless the assisted delivery service was requested at the time the order was placed. You may have to unload the item(s) yourself. If you need help, try to arrange for this in advance.
Q: How long does shipping take?
Shipping time depends on shipping destination and shipping method.
Due to our location in MI, shipments to the East Coast or Midwest are more likely to arrive sooner than shipments to the West Coast.
Typical time of arrival for FedEx/UPS/USPS-able items is 3-12 days. Oversize Freight shipments will typically take 1-3 weeks from the date of your order.
Please reference the top of the product page to determine the delivery method. Options are the following: Shipping: FedEx/UPS/USPS, or Freight.
Q: What is your return/cancellation policy?
Big Toy Express customers are responsible for shipping fees both to and from delivery location plus a 20% restocking fee for any cancellation made after shipment has taken place if cancellation/return is not due to damaged or defective product or component. Big Toy Express will replace any damaged or defective product or component due to manufacturer/shipping company error at no additional charge to customer. Big Toy Express does not accept product returns for credit due to damaged or defective product or component. No returns accepted after 60 days from the date of order.
Q: If your website says Free Shipping, why do I have to pay shipping charges to return the order?
“Free Shipping” is intended to organize the customer’s shopping experience in the most efficient way and speed up the ordering process. Freight charges, however, are incurred on each order. These charges are included in the original price and will be added to all returned/cancelled orders.
Q: Can I track my order?
Yes. A tracking number will be e-mailed to the e-mail address you provided during the ordering process. For UPS/FedEx/USPS items, please allow 2-5 days to receive your tracking information, and for oversize Freight shipments, please allow 4-12 days.
Q: Are your products covered by a warranty?
Yes. All of our products are covered by the manufacturer’s warranty.
Q: Why should I register with bigtoyexpress.com?
In registering with bigtoyexpress.com, you will receive occasional product updates and store promotions.
Q: When can I reach customer support?
Hours for Customer Support by phone are 9-5pm EST (and you may be able to reach someone before or after hours!), so please give us a call. You can always send an email to us at email@example.com and a representative will respond in a timely manner.
Q: Can I check if other customers have been satisfied with your service & product?
Yes, please do. We have a great record with the shopping comparison sites that keep track of customer reviews. Please visit our Customer Reviews tab for more information.
Q: I made a mistake on my order. How can I fix it?
Send us an email to firstname.lastname@example.org or call us at 800-650-2897 as soon as possible. We take pride in how quickly we ship your orders, so please let us know immediately or it may be too late to fix!