FAQ

DELIVERY AND TRACKING

How long does delivery take?
Orders are normally dispatched within 48 hours, and take between 1-3 weeks to be delivered. Please allow an additional week as we often have very busy periods, and there are also international delivery delays that are out of our control.

How can I track my order?
After your order is dispatched, you'll receive a shipping confirmation email that contains your tracking information. If for any reason your tracking number doesn't work, please reply to the email and someone will assist you.

What if my order is lost or damaged?
We will happily replace or refund lost or damaged orders free of charge.

Do you deliver orders to my country?
We deliver to the majority of countries around the world. If there are any issues, we will contact you directly.

Are all of the products in my order sent together?
Products are occasionally sent separately to reach you as quickly as possible, to avoid customs charges or because they are being sent from separate distribution centers.

Where are your products delivered from?
Our products are manufactured and sent from all over the world. The majority are delivered from Asia to give you the best possible prices, whilst maintaining a high level of quality.

ORDER CHANGES AND CANCELLATIONS

Can I change my order?
Yes, if your order hasn't been sent yet, please contact us and we'll be happy to change your order. Orders that have already been dispatched cannot be changed.

Can I cancel my order?
Yes, if your order hasn't been sent yet, please contact us and we'll be happy to cancel your order. Orders that have already been dispatched cannot be cancelled.

ORDER RETURNS AND EXCHANGES

Can I return my order?
Yes, returns can be made up to 30 days after receiving your order, as long as they're unused and in their original packaging. To initiate a return, please contact us and we'll provide you with the closest returns address to you. Once we've received your return, we'll email you with a refund confirmation.

Can I exchange my order?
Yes, exchanges can be made up to 30 days after receiving your order. To initiate an exchange, please contact us and we'll provide you with the closest returns address to you. Once we've received your return, we'll email you once your exchange order has been dispatched.

OTHER QUESTIONS

Please use our Contact Form or email info@bigkidgear.com.