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Featured Products
- Climbers, Slides & Swings
- Playhouses
- Sand & Water Play
- Ride-On Toys and Wagons
- Combo Toy Deals!
- Sports
- Kids Kitchens
- Children's Beds
- Creative Play
- Role Play
- Children's Furniture
- Easy, Fun Storage
- Car Seats & Travel Strollers
- Thomas & Friends
- Video Gaming Accessories
- New Products!
- Online Toy Specials
- Mailboxes and More
- "Big Toy Bucks" Gift Cards
- Activity Mats
Frequently Asked QuestionsIf you have a problem or question not answered on this page, please contact us. General Web Store Questions:
Big Toy Express - Illinois Store Questions: Big Toy Express - Michigan Store Questions: General Questions:Q: Who is Big Toy Express? Big Toy Express is made up of enthusiastic individuals with a long history in toys. We are committed to providing you with the best products and service possible. We always try to make ourselves available to you. If you can't reach us at 800-650-2897, you can try our support email:
support@bigtoyexpress.com. If you have an urgent question/concern and can't reach us through those methods, you can call one
of our stores: Illinois – 847-894-8629 or Michigan - 248-588-5370. Q: What? Big Toy Express is an internet and store retailer of high-quality children's toys. Our focus is on larger children's products, but we also carry a variety of unique smaller items. Q: When? Big Toy Express officially opened its doors and website in Fall of 2003. In the early days, we opened temporary stores in the Detroit and Chicago regions to test our concept. Since then, we have settled on two locations in Chicago, Illinois and in Troy, Michigan. Our website has always remained bigtoyexpress.com though! Q: Why? The inspiration for starting a retail operation actually came from our experience working on the manufacturing side of the toy industry. We recognized that there was a great variety of amazing products made by companies like Step2 that weren't seeing the light of day on mass-merchant's store shelves. And if they were, the shelf display method did not do them justice. We felt we could do a better job of presenting these products and also provide a convenient outlet to fulfill the growing demand for these hard-to-find products. In our stores we took a completely unconventional approach of displaying our merchandise. If you visit one of our stores you will find our products fully-assembled and on the floor so parents and children could touch-and-feel our products before making a purchase decision. So far,
your reaction has been overwhelmingly positive! We hope to continue to expand our presence with more stores across the
nation and continually improving our selection of products. Q: Where?
2319 N. Damen Ave.
and
1465 Axtell Dr., Suite G Web Store Questions:
Absolutely! Your login, registration and credit card information is all sent securely using Verisign SSL encryption (the same kind banking websites use). The bigtoyexpress.com site is also checked daily by ScanAlert’s Hacker Safe technology to insure there are no vulnerabilities.
Yes. We do not provide your information to third parties.
Our products will ship by the most efficient method possible to keep the cost down to you. For small to medium sized products, we use FedEx Ground Service or UPS Ground. For orders that do not meet FedEx Ground or UPS Ground size requirements, we use common carrier trucks (i.e. Yellow Freight, Old Dominion, UPS Freight). The carrier is determined by availability, regions covered, and lowest cost. If you have FedEx/UPS items included in an order with a truck item, the whole order will be delivered via truck. Due to the large amount of orders received through bigtoyexpress.com, express delivery is not available at this time.
• 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.
Shipping time depends on shipping destination and shipping method. Typical time of arrival for FedEx/UPS-able items is 7-12 days. Common carrier will typically take 2-3 weeks from the date of your order.
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.
Yes. If you would like to track your order, please visit the "Order Tracking" tab at www.bigtoyexpress.com. For UPS/FedEx items, please allow 4-5 days for your tracking information to appear. For Freight shipments, please allow 7 to 12 days for your tracking information to appear. Tracking data is updated every Monday, Wednesday and Friday.
All of our products are covered by the manufacturer’s warranty.
By registering with bigtoyexpress.com you will receive occasional updates and promotions. Do not worry! We are very aware of how annoying it is to receive spam mail ourselves and will only send you a few messages a year.
Typical hours for Customer Support by phone are 10-6 EST…but sometimes you can catch someone before or after hours. So go ahead, give us a call! You can always send an email to us at support@bigtoyexpress.com and a representative will contact you shortly.
Yes, please do. We have a great record with the shopping comparison sites that do keep track of customer reviews. Click on the “PriceGrabber” or “Shopping.com” logos at the bottom of the page to see customer reviews.
Send us an email to support@bigtoyexpress.com or call us at 800-650-2897 as soon as possible. We take pride in how quickly we ship your orders out, so let us know immediately or it may be too late to fix! Big Toy Express – Illinois Store Questions:
We are now located at 2319 N. Damen Ave., Chicago, IL 60647 Click Here for a Map
M-F 10:30-5:30
We try to keep all products that we display on the floor in stock. However, sometimes we will run out of stock. We typically re-stock twice a month, so if we ARE out of an item, you can pay for it and we will hold it for and call you when it comes in.
We always love for you to visit our store, but if you are in a hurry and have already paid for your item(s) over the phone, you can simply pull up to our front door and call us at 773-687-9080 and a sales associate will bring your order out to you.
We will occasionally make deliveries and/or assemble your order. Please call us with your requests and we will try to accommodate you.
We accept payment by any major credit card or cash. We do not accept payment by check.
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.
• 14-Day refund on unopened merchandise with dated store receipt
No. We are good at assisting you with questions about toys and loading your vehicles. We are not very talented at wrapping!
Yes - just ask our sales associate for one.
Call/text us at 847-894-8629 with your name, address, phone number and email address or come in and tell us you want to be on the mailing list. We will gladly add you to it. Once you’re on the mailing list, you will receive occasional updates and promotions. Not too many though. Big Toy Express - Michigan Store Questions:
Big Toy Express Michigan is now located at 1465 Axtell Dr., Suite G, Troy, MI 48084. The phone number is 248-588-5370.
Please call 248-588-5370 for Big Toy Express Troy, MI local orders and pick-up options. Special Orders for products that are not in stock will take an estimated 10-12 days to arrive and must be prepaid.
We try to keep all products that we display on the floor in stock. However, sometimes we will run out of stock. We typically re-stock twice a month, so if we ARE out of an item, you can pay for it and we will hold it for you and contact you when it comes in.
A sales associate will assist you in the transport and loading of products to your vehicle.
We deliver and assemble most Big Toy Express products. Charges for assembly vary. Delivery cost is $20 plus $2 mile (one way), and is limited to 15-20 miles (please confirm with sales associate).
Cash and all major Credit Cards. We do not accept checks.
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.
• 14-Day refund on unopened merchandise with dated store receipt
No.
Yes - just ask the sales associate on duty for one.
Call us at 248-588-5370 or come in and tell us you want to be on the mailing list. We will gladly add you to it. |
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