[MOUNTING BRACKET]

Bigtent Outdoor Equipment Ltd. ships products from multiple fulfillment locations, including Canada, the United States, and South Korea. Delivery times, duties, and return procedures may vary depending on the shipping origin and destination.

Please review this policy carefully before placing your order.

1. Shipping Schedule & Delivery

1-1. Estimated Delivery Time

Delivery times vary depending on shipping origin, destination, customs clearance procedures, and carrier performance.

*To ensure fast delivery, orders begin processing shortly after they are placed; therefore, cancellations or changes can only be made within 12 hours of purchase. (See Cancellation Policy)

North American Fulfillment (Canada/USA Warehouses)

Products fulfilled from our warehouses in Canada or the United States.

Shipping Route

Estimated Delivery Time

Canada → Canada

3–7 business days

USA → USA

3–7 business days

North American Cross-Border Delivery

Cross-border shipments between Canada and the United States.

Shipping Route

Estimated Delivery Time

Canada → USA

4–10 business days

USA → Canada

4–10 business days

International Fulfillment (South Korea)

Products fulfilled internationally from South Korea.

Shipping Route

Estimated Delivery Time

South Korea → Canada

10–20 business days

South Korea → USA

10–20 business days

South Korea → Outside North America

3–7 business days

1-2. Tracking & Notifications

Once an order is shipped, a shipping confirmation email will be sent including order details, a tracking link, and an estimated arrival date. Customers can track their order status in real time.

For international fulfillment shipments, tracking updates may take additional time to appear due to overseas processing and customs transit. Tracking information is issued once the shipment reaches and departs from our Canada or USA warehouse.

2. Duties, Taxes, and Import Fees

Canada & United States Orders (DDP)

All orders shipped to Canada or the United States — including items fulfilled internationally from South Korea — are processed as Delivered Duty Paid (DDP), meaning applicable import duties are already included in your checkout total and no additional duty payment is required upon delivery. This applies to all items regardless of shipping origin.

Countries Outside North America (DDU)

Orders shipped to destinations outside Canada and the United States are processed as Delivered Duty Unpaid (DDU), where customers may be required to pay customs duties, brokerage or clearance fees, and local taxes directly to their customs office or carrier before final delivery. Bigtent does not control or pre-calculate these fees. Sales tax is not collected at checkout.

3. Shipping Package Protection (OrderProtection™)

We strongly recommend OrderProtection Package Protection for all deliveries.

If OrderProtection Package Protection is deselected at checkout, Bigtent Outdoor Equipment Ltd. assumes no liability for packages that are lost, damaged, or stolen.

For more details on OrderProtection’s coverage and policies, please visit: https://orderprotection.com/for-shoppers#help

OrderProtection provides:

•Coverage for lost, damaged, or stolen packages

•Fast claim resolution & 24/7 support

•File A Claim

How it Works

FAQ

•Privacy Policy

*Customers ordering for showroom pickup should remove OrderProtection at checkout.

4. Shipping Destinations

We ship to all provinces in Canada, most U.S. states, and select international destinations. If your country does not appear in the country dropdown on our website, please contact Support Chat to confirm availability.

Regions with Additional Shipping Fees

Additional fees may apply for remote or hard-to-access regions, such as:

Canada: Yukon, Newfoundland, and certain rural or remote areas

United States: Alaska, Puerto Rico, Hawaii, and other non-contiguous regions

We can provide details on any additional fees by email after checkout upon request.

Countries We Cannot Ship To:

Afghanistan, Andorra, Ascension Island, Belarus, British Indian Ocean Territory, Kosovo, Russia, São Tomé & Príncipe, Sudan, Thailand, Tristan da Cunha, U.S. Outlying Islands, Ukraine, Venezuela, Nepal, Tajikistan, Turkmenistan

5. Address Restrictions

We are unable to ship to certain countries and address formats. Please ensure your address is complete and valid to prevent order delays.

Invalid or Incomplete Addresses:

•Non-English characters (e.g., Korean, Chinese, special symbols)

•Missing or incorrect postal/ZIP codes

•Address lines exceeding the maximum limit of 35 characters

•Unrecognized or unverifiable addresses

•PO Boxes and APO/FPO addresses are not supported for most shipments, including international fulfillment.

6. Address Change After Shipment

If you request an address change after receiving a shipping confirmation, any costs associated with re-consignment or re-delivery will be the customer’s responsibility.

7. Taxes by Province/Territory (Canada)

Bigtent Outdoors collects applicable taxes based on shipping destination.

Province/Territory

Tax Type

Rate

BC

PST + GST

7% + 5%

AB, SK, MB, NT, YT, NU

GST only

5%

ON

HST

13%

NB, PE, NL

HST

15%

NS

HST

14%

QC

QST + GST

9.975% + 5%

8. Order Pickup (Showroom)

Orders may be picked up during business hours from:

📍 904 Sherwood Ave, Coquitlam, BC V3K 1A6, Canada

Business Hours: Tue–Sat, 10am–7pm PST

Pickup eligibility varies depending on product type and fulfillment origin, and pickup availability will be indicated at checkout.

Shipping fees will be refunded upon pickup.

9. Free Shipping

Free shipping will be automatically applied or shown to eligible orders at checkout.

Canada: Free Shipping on orders of CAD $300 or more (before tax & fees).

USA(Excluding Alaska, Hawaii, Puerto Rico, and Marsha Islands): Free shipping on orders of USD $300 or more (before tax & fees).

*Please check the exceptions below

Exceptions:

The following products are excluded from the free shipping offer due to size, weight, or shipping requirements:

A. Products ordered with Bigtent Direct™ shipping method

B. Bulky or heavy items, including but not limited to:

•Single Action Table – Renewed

•Extension IGT

•Takibi Garden Table

•Giga Sun Heater

C. Other large-format gear (e.g., IGT accessories)

D. Items on sale or discounted

Terms and Conditions:

•Free shipping offers are subject to change and may vary based on promotional periods.

•Orders that qualify for free shipping will be shipped using our standard shipping method. Expedited shipping options are available at an additional cost.

For any questions or additional information, please contact our customer service team via Chat .

10. Questions

If you have any questions, reach out via Support Chat .

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1. Cancellations & Order Changes Within 12 Hours

Order Status

Cancellation Available?

Note

Within 12 hours of purchase

✔ Yes

Read below

After 12 hours of purchase

✖ No

Wait until delivery is complete and proceed with the return process (see Section 3)

You may to cancel or modify your order within 12 hours of purchase for a full refund.

After 12 hours, your order can no longer be cancelled or changed, and any request to return the item will need to be processed after delivery. Exchanges can be completed by returning the original item and placing a new order.

Choose your refund method:After 12 hours, your order can no longer be cancelled or changed, and any request to return the item will need to be processed after delivery. Exchanges can be completed by returning the original item and placing a new order.

2. Returns After Receiving

Return Guidelines

•Return requests must be submitted through our Support Chat within 15 days of delivery

•Return labels must be used within 7 days of issuance . Expired labels may require reissuance at the customer’s expense, depending on carrier fees.

•Sale items are final sale and cannot be refunded.

•Orders shipping to destinations outside of Canada are subject to international return fees, which can be significantly higher. To avoid inconvenience, please review your order details before completing check out.

•All returns must be shipped to our Coquitlam, BC warehouse using the prepaid return label provided through Support Chat.

•If returning from outside of Canada, additional processing time of up to 15 business days may be required after arrival in our warehouse due to coordination with shipping carriers.

Refund Amount

The refund amount will depend on:

Product condition upon inspection

Product Condition

Refundable Amount

Brand new / unopened / in perfect condition

100%

Packaging opened or damaged, item unused

80%

Missing internal packaging or protection

50%

Used or damaged product

Not eligible

•Applicable Non-refundable costs such as:

•Payment transaction fee (3.5%)

•Original shipping cost

•Return shipping cost to Coquitlam, BC, Canada warehouse

•Any cross-boarding related fees charged by the government or the carrier (if applicable)

•Shipping Protection cost

•Please allow time for our team to inspect the returned product and calculate the final eligible refund amount. Items damaged due to improper packaging during return transit may receive a reduced refund or become ineligible for refund.

Return Procedure

To initiate a return:

•Submit a Return RequestContact us within the return period through our Support Chat .Include clear photos of the items and their packaging you wish to return. This helps us assess their condition and provide you with an accurate estimate of your potential refund.

•Wait for ApprovalOnce your request is reviewed and approved, you will receive a return shipping label and detailed return instructions.

Repack the ItemCarefully repack the item in its original packaging. Make sure all original contents (manuals, accessories, tags, etc.) are included. The product must be in new and resalable condition.

•Attach the Return LabelReturn labels must be used within 7 days of issuance. Expired labels may incur additional costs, which are the customer’s responsibility.

•Ship the PackageDrop off the return package at the designated carrier's location as instructed. Note: We are not responsible for lost or damaged items during return transit. Please keep your tracking information until the return is completed.

•Inspection & RefundOnce we receive and inspect your return, we will notify you whether your refund request is rejected or approved. If approved, refunds will be issued to your original payment method and may take up to ten(10) business days, depending on your financial institution.For international returns, additional processing time may be required due to customs clearance or carrier delays.

Exceptions / Non-Returnable Items

Certain products are not eligible for return due to their nature, condition, or fulfillment method.

Items fulfilled internationally, special-order products, or products with signs of use may also be subject to stricter limitations or reduced refundable value.

Defective or damaged items are handled separately and may qualify for repair, replacement, or refund.

•The following items cannot be returned or refunded:

•Items marked as final sale or discounted

•Customized or hygiene-related products

•Products returned after the 15-day return window

•Items showing signs of use, wear, or damage

•Unauthorized returns sent without approval

3. Exchange After Receiving

If you would like to switch to a different product after delivery, please complete the return process for your original item and place a new order. Exchanges are processed as returns followed by a new order to ensure accurate inventory control and fulfillment consistency across multiple shipping locations. (see Sections 1 & 2)

4. Damaged or Defective Items

If your item arrives damaged or appears to have a manufacturing defect, please contact us through our Support Chat within 7 days of delivery . Be sure to include your order number and clear photos of the issue so our team can assist you promptly.

Please note the following:

•Manufacturing defects or functional issues not caused during transit are handled through the manufacturer’s warranty. Our team can help initiate this process if applicable.

•Transit-related damage (e.g., crushed packaging, broken components) is covered only if you opted in for OrderProtection Package Protection at checkout. If OrderProtection was deselected, Bigtent Outdoor Equipment Ltd. is not liable for issues such as damage, loss, or theft during shipping.

We strongly encourage reviewing our Shipping Protection section before completing your order.

5. Address Changes

If you request an address change after receiving a shipping confirmation, any additional re-consignment or holding fees will be your responsibility.

6. Questions

If you have any questions, reach out via Support Chat .

Please have the following information ready:

•Your order number

•Supporting documentation (e.g., photos in the case of a refund or exchange)

•The reason for your request

Contact - BIGTENT - Checkout