Questions about Order Placing:
1. Q: Do I need to pay the sales tax?
A: No, there is no sales tax on our site.
2. Q: What are the accepted payment methods?
A: We mainly accept Credit Cards (Visa and Master Card )
You are welcome to build the business relationship with us. Please call us any time if you have any question, we will respond you at the soonest time.
3. Q: Can I pay over the phone?
A: Sorry, currently we don't accept any payment over phone. Please visit our website to pick your favorite items and finish your payment on-line.
4. Q: Is my payment to www.bigtallgearshop.com secure?
A: All online payments are save and secured. www.bigtallgearshop.com has created a secure transaction environment. The ordering system we used is the industry standard for encryption technology-to protect your private information registered on our site. The encryption system provides you with security and peace of mind when your browser and local network supports the use of encrypted data transmissions.
5. Q: What should I do if I am getting an error when I pay with my credit card?
A: If you are trying to checkout using credit card as your payment method but receiving an error, please go back and place an order again, your previous orders placed without payment should be canceled within 24 hours. Please check with your credit card company to verify that your card is in good standing, if your three orders or more did not go through, please contact us for assistance.
6. Q: What would happen if my order did not go through but my credit card charged?
A: If you did not receive an order confirmation number at the end of the transaction, your order was not completed. If your credit card is charged for the unsuccessful order, www.bigtallgearshop.com will return funds to your credit card account. The refund will appear on to your credit card account within 24-48 hours, depending your credit card company’s processing time. All successful orders that receive an order confirmation number will be charged when the item is shipped from our warehouse.
7. Q: What can I do, if I cannot place an order successfully online?
A: If you encounter this problem, please try the following steps:
1st, Please clear the cookies, restart the browser, turn off Firewall and then try again.
2nd, if the problem persists, please change another computer or another internet browser, such as Firefox, and then try. Or you can try to login after several hours.
3rd, if the above steps don’t work, you can either send us email or contact our live-support directly.
Questions about Order Processing:
1. Q: Are all your items in stock?
A: Generally speaking, all of our items listed on the website are available. But occasionally some items may be out of order due to strong demand. If you pickup and item and pay for it, but for any reason it is not available, we will contact you as quickly as possible, and either suggest you to choose the other similar item or process a promptly refund to your account.
2. Q: Can I change my order after my credit card is charged?
A: Please be advised that once an order has been placed and processed, it is difficult to make modification and cancellation. If you want to change your order, please email us or contact our online-support directly with your order number. We shall do our best to accommodate your situation. But once your order has been shipped, the order cannot be changed or canceled.
3. Q: Can I cancel my order?
A: Please contact our Customer Service Department via email or live chat within 6 hours of purchasing. But please be advised that sometimes the items are shipped within 6 hours after the placement of the order, depending on the time you place the order – the closer to the parcel pick-up time (by shipping companies), the faster the items are shipped.
4. Q: What are the shipping options and delivery timeframes for orders placed on www.bigtallgearshop.com ?
A: The time for delivering depends on your location, the item(s) you ordered. Usually, we will arrange your shipment in 12 hours once your payment is cleared (sometimes within 6 hours). There are several shipping methods. EMS, DHL Express and so on. EMS is the main shipping method. It takes about 5-7 business days to arrive your country/area. DHL Express usually takes 3-5 business days.
5. Q: How can I track my order?
A: We will send a tracking number to your email once we send the order. Please note that you should have the order number and e-mail address to track the order status. We will e-mail the tracking number to you. You can also track your order status on carrier's website. Please note that carriers may not update the records and parcel status in time.
6. Q: What should I do if my order never arrived?
A: Please use the tracking number to check. Be sure that all of your orders have shipped already. If your order displays your package has been sent, and you don't receive it in 2 weeks. Please contact customer service for assistance.
Questions about After-Sales:
1. Q: How do I return a product purchased at www.bigtallgearshop.com?
A: We design our products to bring quality and performance to our customers' active life. We feel the same way about customer service. If you need to return or exchange an item, we will gladly make it happen. Items can be returned for a refund or exchange for any reason within 30 days of the date of purchase. After 30 days, items must be unworn and unwashed to receive a refund or exchange. Refunds will be issued based on the original form of payment. without a receipt: Items purchased from our store can be returned or exchanged at the selling price if the item is unworn and unwashed. Reserving the Right: www.bigtallgearshop.com reserves the right to make adjustments to the Return Exchange policy. Special circumstances may require partnership with corporate business partners.
2. Q: How long will it take to process the exchange or refund?
A: Total time is composed of two parts. The first part is the processing time. This is the time from when your request of exchange or refund, plus our processing procedure. The second part is the actual shipping time. This is the time that it takes for the package to be exchanged and redelivered to you. It usually takes 7-10 days. For refund, it takes about 2-3 days for credit card company to process the refund, you could check your credit card account in 3-4 days later.
3. Q: Will I have to pay any additional fee for the exchange or refund?
A: It depends. If for any reason you are not satisfied with the item, but the fault are not caused by us, you should pay for the shipping fee and the reshipping fee for item exchange. If you request for a refund, the initial shipping is not refundable. But if factual proof that fault were caused by us, we would take a full responsibility and would not charge any additional fee.