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?
Big Toy Express - Michigan Store Questions:
Where are you located?
How do I get there?
What are your hours?
Do you keep products in stock at the store?
What is your pick-up procedure?
What payment methods do you accept?
I can't get to the store right away. Will you hold something for me until I can make it out there?
What is your store return policy?
Do you gift wrap?
Do you offer gift certificates?
Can I get on your store mailing list?
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. 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 delivery method - 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 firstname.lastname@example.org 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 email@example.com 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!
Big Toy Express - Michigan Store Questions:
Q: Where are you located?
Big Toy Express Michigan is now located at 1465 Axtell Dr., Suite G, Troy, MI 48084. The local phone number is 248-588-5370.
Q: How do I get there?
Q: What are your store hours?
9-5pm M-F, 10-2pm Sat. (hours may change during holidays)
Q: Do you keep products in stock at the store
Yes. Big Toy Express is an authorized Step2 center. We display and stock a wide variety of Step2 products that you may not typically find at other stores. Please call 248-588-5370 to determine product availability. Orders for products that are not in stock will take an estimated 1-3 weeks to arrive and must be prepaid.
Q: What is your product pick-up procedure?
You may pick-up your order in the front for smaller items and the back for larger items. For Express service, please call ahead with an estimated arrival time! Prepaid customers may remain in their vehicle while the product is being loaded.
Q: What payment methods do you accept?
Cash and all major Credit Cards. We do not accept checks.
Q: I can't get to the store right away. Will you hold something for me until I can make it out there?
Yes. This is a very common request. We can hold an item for you if you can pay for it in advance of picking it up. We can accept credit card by phone.
Q: What is your store return policy?
• 14-Day refund on unopened merchandise with dated store receipt
• 30-Day return for store credit or exchange on unopened merchandise with dated store receipt.
• Items returned in new condition without a store receipt will receive a store credit for the lowest selling price of the year. Seasonal merchandise is not returnable without a dated store receipt.
• Battery operated vehicles are not returnable or exchangeable once they are opened. All battery operated vehicles are covered under the manufacturer’s warranty and their customer service contact number (see vehicle or instruction packet for details).
NOTE: We understand that it is sometimes necessary to remove the product from it’s original box in order for you to transport it from the store to your destination. We will accept returns on these for a store credit less 20% of the purchase price as long as items are returned in new condition (unassembled with no indication of prior assembly – no screw holes, tool marks, decal application, etc.). These returns require a valid store receipt. We do not accept open box items without a receipt.
Q: Do you gift wrap?
Q: Do you offer gift certificates?
Yes - just ask the sales associate on duty for one.
Q: Can I get on your store mailing list?
Yes, please either visit, call 248-588-5370, or e-mail firstname.lastname@example.org with your e-mail address and home address and we will gladly add you to our mailing list.