Big Al’s Online Return Policy
Call Us Before You Send!
Before you ship any item(s) back to us, please call our customer service department toll-free with your order information at 1-888-824-4257 for a return authorization number
All returns sent back to Bigalsonline without a Pre-Approved Return Authorization will be refused.
Write your return authorization number on the outside of your package and be sure that it is visible.
Our Return Policy
We pride ourselves in doing our best to please you and your fellow customers, we will do our best to assist you. To ensure that we can assist you with any discrepancies with your order be sure to notify us within 48hrs of receiving your package.
Cash Refunds
Cash refunds are only issued for defective merchandise or merchandise sent in error.
Online Credit
If you prefer an Online Credit rather then a refund please let the representative know when you speak with them regarding your return.
Shipping Fees
Shipping fees are only refundable for defective merchandise or merchandise we sent in error returned within 30 days of purchase date. If you find your product may defective or you are having a hard time with it, please call 1-888-824-4257 – Option 2 to trouble shoot with a Tech. Or call the manufacture directly they will also be able to assist with any problems.
For Refusing Packages
If the shipment is refused or marked “returned to shipper” by UPS, we will receive the packages back then issue a credit to the customer minus the return shipping cost for the items returned. No credit will be issued for shipping costs.
Packages that have had 3 delivery attempts
After three unsuccessful delivery attempts UPS will mark them as “Return to Sender”. Once we are aware we have received this package you will be notified. We have two options when this happens.
1.We ship the package(s) back to you at your cost, we will need your credit card information to complete this request.
2. We will deduct the return shipping cost from your refund. Original shipping cost will not be refunded.
Misprints & Errors, Product Availability & Prices
Big Al’s Online endeavors to provide current and accurate information on the Website. However, misprints, errors, inaccuracies, omissions (including incorrect specifications for products) or other errors may sometimes occur. Big Al’s Online cannot guarantee that products and services advertised on the Website will be available when ordered or thereafter. Big Al’s Online does not warrant that the content of the Website including, without limitation, product descriptions or photographs, is accurate or complete.
Proper Packaging
All returns must be packaged appropriately and insured to avoid damage. We cannot issue credits or refunds on improperly packaged return items which arrive damaged. Bigalsonline suggests that customers choose a shipping method that provides a tracking number.
Returning Unused/Unwanted Products
If an item you received is incorrect, isn’t what you thought you wanted, or isn’t compatible with your equipment, you may return it providing that:
1. The item has not been used or assembled
2. The item is in its original display package, which must also be in new condition and sellable condition. I.E- No tares or missing pieces.
3. All parts, accessories, warranty cards, and instructions are enclosed.
4. The item was purchased less than 30 days before the return date. Backgrounds, Books, Videos and tubing cannot be returned.
5. Bigalsonline will not return used products. We ship our customer new unused products only, we shipped you a new product the next customer should expect the same treatment.
Restocking Fee
Unwanted/ Unused items returned between 30-60 days from date of purchase are subject to a 15% restocking fee. All items purchased over 60 days may not be returned.
Returning Damaged Items
We promise to replace your item as soon as possible. If your merchandise is damaged when it arrives, please call or e-mail us before you return it.
Returning Defective Items
As a VIP member, you’ll receive a complimentary one year warranty on electrical products in addition to manufacturers’ warranties. (This warranty does not cover impellers and moving parts, these parts need to be properly maintained. Please see manufacture for further assistance.)
Please keep all receipts and warranty certificates in the unlikely event your item is defective. When returning a product, please call Customer Service at 1-888-8BIGALS for a return authorization number that will be sent via email.
1. Please keep all warranties and owners manuals that you received with the defective merchandise.
2. Should an item become defective, please refer to the product’s warranty information for proper procedures. We offer Tech support; when you call us choose option 2 and we will help as best we can with the problem you are having.
3. Be sure to keep your invoice for proof of purchase.
4. In some instances, you may be required to send the product directly to the manufacturer. Our customer service representatives will clarify this for you when you call.
5. Shipping charges for items returned to Bigalsonline are the responsibility of the customer after 30days, Bigalsonline will replace the item to the customer at our expense via UPS ground if the product is found to be defective within warranty.
Return Methods
Please send your item(s) back to us using a shipping service that provides a tracking number. Bigalsonline will not assume any liability for lost packages or any items returned to us or to one of or manufacture partners with a service that does not provide a tracking number. Please make sure that all packages that are being sent have been insured in case of any damage in transit or loss of package by the carrier.
All returns are subject to inspection and this may delay your return, we complete these first come first serve and process them as fast as possible. While processing the inspection we are following warranty guideline’s direct from the manufacture and will let you know of any discrepancies that occur.
Damage Claim
In the rare case that a product is damaged in transit Bigalsonline will place a claim on your behalf with UPS, UPS may request to come out and inspect the package so please keep all packing material and the shipping box, they may also come and retrieve the package and its contents. Our returns department will notify you if this will occur; UPS attempts these pick up’s for three business days following the day after the claim is created. UPS claims usually take 7-10 days to process.
We may ask for a picture of the damaged article including the shipping container, this may speed up the processing time of the damage inspection.
For us to properly process your claim, you must:
1. Notify us of damage to your order within 48 hr of delivery.
2. Keep the original packaging should a shipping representative ask to inspect it.
3.We may ask for pictures of the damaged article, manufactures packaging and the shipping container. At that time when we receive the photo we will instruct further actions. If unsure give our toll free number a call and the Returns department will clear anything up for you.
For Leaving Packages without Signature
Your UPS tracking information will be sent to you via email. On the day that your order is scheduled for delivery, you can leave a note on the door instructing the driver to leave the package without obtaining a signature. Please note that this does depend on the specific driver and some will not leave the package if the location is deemed unsafe. You may also contact your local UPS office to file a signature waiver for all packages delivered to your home.
Missing Packages
If you have a package that has a status of “delivered” on the UPS website yet you have not received it please look around your household as well with other members and your neighbors to be sure the package has not been received. At this time if you have not received this package give us a call and we will start a trace investigation with UPS to locate your missing package. This trace investigation can take 7-10 business days to be completed.
UPS Assistance
We have a few options for you if you need some delivery assistance.
Deliver to a different address – $12.00 intercept fee, transportation charges may apply. Our Return’s Department will let you know if this will be applied. We will require your credit card information to complete this request.
To request return to shipper – $12.00 intercept fee. Your original shipping charge will not be refunded. We will require your credit card information to complete this request.
Reschedule delivery date– $12.00 intercept fee. We will need a future delivery date for you as well as your credit card information to complete this request.
Will Call- FREE – Your package will be held at a near to you UPS hub for 5 business days. You will need to bring government issued I.D and know your tracking number to retrieve your package.
All intercept fees are from UPS directly, we charge what UPS charges us to create these requests.
For questions regarding products, order delivery, or returns please contact Big AL’s Online Customer service: 1-888-824-4257
Please see our Big AL’s Blog http://bigalsonline.blog.com/for other interesting information and trouble shooting tips!
For more information visit Big Al’s Online
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