Refund policy

Thank You for Shopping at BigAnt Smart Crate
As with any shopping experience, we understand that sometimes a product may not meet your expectations. In that unlikely event, we invite you to review the following terms related to return and refund. 

Order Cancellations 

To cancel your order, please send an email to info@bigantcrate.com or Chat on our website with your order number and details. Our team will process your request as quickly as possible.

If you wish to cancel your order, please note the following policies:

  1. Pre-shipping Cancellations: 
    - Orders cancelled before shipping incur a 3.5% credit card processing fee to cover credit card processing and administrative costs. This fee will be deducted from your refund. This fee is a charge incurred by the customer at the time of purchase, processed through the credit card company. If the order is cancelled due to a change of mind, this fee will be deducted from the order amount before issuing the refund. 
    - Please note that refunds may take up to 10 days to appear in your bank account.
  2. Post-shipping Cancellations: If your order has already shipped, cancellations cannot be processed immediately. Instead, you may return the item once it has arrived, subject to our return policies outlined below.

    All shipping costs (to and from the warehouse) are non-refundable and will be deducted from the refund amount.
  3. Address Changes
    If you need to change the shipping address after receiving a shipment confirmation email, any re-consignment or holding fees will be your responsibility.

 

Change of Mind / Mistaken Order Return

Once your return request has been approved, and after the return shipment has arrived back at our warehouse, we will replace or refund your order, excluding shipping costs, within 30 days of receipt.

  • All returned merchandise must be in new and resalable condition in the original manufacturer’s labelled packaging. You will be responsible for the return of the product back to our warehouse.
  • A 3.5% credit card processing fee will be deducted from your refund for cancellations due to a change of mind if the order was paid for using a credit card.
  • In some cases, your return may be subject to a restocking fee, particularly for large and heavy items.
Situations Where Only Partial Refunds Are Granted

Partial refunds may apply in the following cases:

  • Original condition / Resalable: Eligible for a 100% refund, (a 3.5% credit card processing fee will be deducted if the order was paid for using a credit card)
  • Opened box / Unused: Eligible for a 90% refund.
  • Damaged packaging / Unused: Eligible for an 80% refund.
  • Missing product protections / Unused: Eligible for a 50% refund.
  • Product damaged / Used: Refunds are not available.

Please note that shipping costs are non-refundable and will not be included in the refund amount.

Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded.

 

Return Procedure
  1. Repackage your product securely with a copy of your packing slip. Please ensure items are in a new condition and in resalable condition in their original packaging. 
  2. Make sure you have the correct return address and receive your return authorization. 
  3. Choose what carrier you would like to send it with. 
  4. Record and retain tracking information. We cannot be held responsible for items lost in shipping. 
  5. Once our warehouses confirm that they have received it back in resalable condition, we will process the refund.

 

Shipping

To return your product, you should mail your product to Bigtent Outdoor Equipment Ltd., 904 Sherwood Ave, Coquitlam, BC, Canada V3K 1A6. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the shipping cost will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.

 

Refunds

Once your return is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within a certain amount of days.