Returns
BigTreeUSA.com provides every customer with a 100% satisfaction guarantee with our 30-day money back policy. See details below.
If you are not completely satisfied with your purchase for whatever reason, the complete item(s) may be returned for refund. All returned item(s) must be received back in our facility within 30 days of its receipt in the same condition it was received. Items must be returned back with common carrier only; we do not allow in person drop-offs. Although some purchases may include free shipping to any location within the continental U.S., we do not provide this service for a returned product. All shipping costs and arrangements associated with returned merchandise will be the customer's responsibility. Any shipping damage incurred by the returned merchandise will be the responsibility of the shipping party.
ALL ITEMS MUST BE RETURNED WITH THE ORIGINAL BOX AND PACKAGING MATERIAL. NO EXCEPTIONS. We strongly suggest you hold on to the box in case a return is necessary and consider buying shipping insurance.
You must obtain a return authorization to activate your 30-day return. Please contact our Customer Care department by emailing us from the Contact Us page to receive your return authorization number.
Return requests should state the reason for the return and MUST INCLUDE your FULL NAME, ADDRESS, INVOICE NUMBER, PHONE NUMBER and EMAIL ADDRESS where we can contact you.
NOTE: The 30-day return policy only applies to the initial shipment of product. The 30 days starts from the receipt of your shipment. We do not offer a return on item(s) that were sent back for exchange or repair service. Special sales items, such as “open box”, “floor model”, “final sale items”or “clearance sales” items are not eligible for return.
For all other returns, a credit will be issued for the purchase price of the item, less the initial shipping charge and a $75 restocking fee.
Merchandise reported in perfect condition at time of delivery by the customer will not be accepted back if returned in damaged condition.
If there is a discrepancy or damage on a shipment, it must be reported within 48-hours of delivery. A CLEAR PHOTO (or video) of the damage item(s) and the packaging will be required within 48-hours from the time the merchandise is received (Please Note, we strongly suggest taking several images from different angles). All original packaging material, boxes, foam buffers and documentation must be kept for the return of incorrect or damaged shipments. We will attempt to resolve the issue with damage or discrepancy by first sending out any replacement parts needed to remedy the issue. If the parts will not resolve the issue, we will issue a credit for the purchase price of the item, less the initial shipping charge and a $75% restocking fee.
WE WILL NOT ACCEPT ANY RETURNS PAST 30 DAYS. NO EXCEPTIONS.
If the merchandise was originally shipped via a freight service LTL (less-than-load), the initial shipping charges will be $150.00 or more depending on distance from our warehouse in Chicago to the customer and deducted from the refund should you decide to return the product. Larger shipments that cannot be delivered via regular Ground service will require a special LTL service. Items that require LTL freight will weigh 100 lbs. or more and will cover CURBSIDE delivery only.)
Our Free Shipping promotion covers curbside delivery only.
If a shipment is refused or the recipient requests added services or a redeliver or there is a change of address at the time of the scheduled delivery charges, due to the refusal or the added services, will be billed to the customer.
“Free-shipping” covers all standard shipping and handling charges to get our product safely from us to you. It does not include expedited shipping, non-standard shipping, address correction fee, return-shipping, customs and/or import/export fees, special delivery requirements such as white glove service that get applied to the shipment after release.
If the customer is not available to accept a scheduled delivery, any return shipping fee, re-delivery or storage fees assessed by the carrier will be the responsibility of the customer. A return shipping fee of $75 as well as return shipping charges will be paid by the customer. Customers who refuse an item or items at the point of delivery will pay all shipping and restocking fees.
Any carrier charges incurred due to incorrect or incomplete delivery address will be the customer's responsibility.
Shipping addresses cannot be changed once the carrier is in possession of the merchandise.
Cancellations
Any orders canceled or refused after the item(s) already shipped out will be charged for the initial shipping and all applicable return shipping charges and restocking fees. If a cancellation is needed please do so within the first HOUR after the purchase was made.
BigTreeUSA reserves the right to cancel your order for any reason including pricing errors.
Shipping Information
Estimated normal delivery time frame is 10-14 business days from the order date for in stock items. This does not include weekends or legal holidays or natural disasters. We are sometimes unable to guarantee a specific date for delivery until confirmation is made with our shipper. You will be immediately notified and a tracking number issued as soon as shipping is confirmed. This is done to make sure you have the most accurate date of delivery possible.
Items purchased during special promotional sales may have an extended wait period for the delivery that will be outside the 10-14 business daytime.
At this time, we only deliver within the Contiguous U.S. (we do not deliver to Puerto Rico, Guam, Alaska, or Hawaii.) Any taxes, duties and entrance fees that may get applied to shipments crossing the U.S/Canadian border will be the customer's responsibility.
We do not offer international shipping.
Service Information
There is minor assembly required for most of our items. An adjustment and performance check should be done upon receipt of merchandise. Should you discover merchandise is damaged or defective, please email our Customer Care department with a photo and a brief description of the damage or defect. The shipping carton and all shipping materials should be kept in the event a return will be necessary. The original shipment must be returned back before a replacement can be sent. If you find the merchandise defective after 30 days, we will not be able to accept a return.
We do offer shipping to Canada. There will be an added cost for the transportation of merchandise being shipped to Canada (please contact a Sales agent for specific information regarding this added charge). Canadian customers will be responsible for all duties/ customs/ brokerage and entrance fees which may get applied to shipments crossing the border. Please check with your local custom agents regarding these charges.
Special Delivery Instructions for LTL Shipments
Larger shipments that cannot be delivered via regular Ground service will require a special LTL service.
LTL freight ranges between 100 to 20,000 lbs. for large shipments and covers curbside delivery only. This type of shipment will require someone to be present for the delivery and the inspection of the merchandise.
If, at the time of delivery, the paperwork is signed and merchandise is received in good condition any damage or discrepancy claims will be denied. We strongly suggest you inspect the merchandise before the paperwork is signed.
If there is damage or a discrepancy on the order at the time of delivery, please document the information to the driver or a transportation agent and determine the extent of the damage, discrepancy, or shortage. Please photograph the damage.
Any damage claims must be reported within the first 24-hours of delivery, along with a picture of the damaged item, no exceptions.
We must receive the damaged merchandise at our warehouse before any replacement/ refund will be issued. All original packaging material, boxes, and documentation must be kept for the return of damaged items. Merchandise cannot be picked up if it is not in its original packaging.
Additional shipping fees may apply to orders delivered to residential or commercial addresses which may or may not include Lift Gate fees by the trucking company. This will be the responsibility of the customer.