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[featured_box title=”Send us an email” link=”” pos=”center”]
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[featured_box title=”Come see us” img_width=”” pos=”center” link=””]
11201 Ed Brown Rd
Charlotte, NC 28273, USA
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[title text=”Frequently Asked Questions”]
Please read our FAQ before sending us a message.
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[accordion-item title=”When will I receive my refund?”]
All refunds will be credited to your original form of payment. If you paid by credit or debit card, you will see the refund amount on your payment account within 3-7 business days with PayPal and 8 -15 business days with Credit Card, depending on the process of your bank.
In case the credit has not been posted to your account yet, please contact the card-issuing bank for further assistance.
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[accordion-item title=”How do I return an item?”]
To Avoid wastage of products we only produce your product when we receive orders. so, we do not have policies regarding the return of an item. Instead, kindly refer to our refund and replacement policy and the question above.
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[accordion-item title=”How do I request for a new replacement?”]
To proceed with the replacement quickly, please include a photograph demonstrating the issue and send it to our live chat agent for further assistance.
Note: We can only handle claims if you contact us within 7 days of receiving your order. Claims made after 7 days of receiving the products may be refused.
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[accordion-item title=”What payments method I can use and can not use?”]
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- Acceptable methods:
- Paypal
- Acceptable methods:
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- Unacceptable methods:
- Personal checks
- Money orders
- Direct bank transfers
- Cash on delivery
- Unacceptable methods:
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[accordion-item title=”Can I use multiple addresses on one order?”]
Unfortunately, each order will be shipped to 1 shipping address. If you want your items shipped to different addresses, kindly make separate orders.
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[accordion-item title=”Why are my items shipped separately?”]
If your order contains a variety of products, your items may be split up during the manufacturing process which leads to separate shipments. (Rest assured that you’re only charged one combined shipping fee for all the items in your order during checkout).
You will receive a shipping notification for each shipment in your order. If the second package does not arrive after a few next days, chat with us and you will be assisted right away.
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[accordion-item title=”I received email from BigBuckle that ask me to correct my shipping address. What is that?”]
In some cases, you may have filled the incorrect information on the checkout form, usually, it’s the postal code. Our system will detect incorrect information and contact you to request a modification. Your order will be held until the shipping information is valid.
If you have difficulties during this step, feel free to chat with us to get help.
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[accordion-item title=”How long does delivery take?”]
Processing time for personalized items may take longer than normal.
With orders that use Standard shipping, the processing time is from 3 to 5 business days and the estimated delivery is 5-8 business days for the United States, and the United Kingdom, 7 – 12 business days for Australia and New Zealand, 8-14 business days for Canada, and 18-24 business days for other countries.
With orders that use Express shipping, the processing time is from 1 to 3 business days, and the estimated delivery time is 2 business days for the United Kingdom, 2 days for the United States, 3 – 5 business days for Canada, and 4 – 5 business days for Australia. In other countries, this method has not been applied yet.
Please note that there are some unforeseen circumstances such as customs delays that we are unable to control on our end as well as delays during the holiday seasons. Due to the Coronavirus COVID-19 outbreak, the shipment may take longer.
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[accordion-item title=”I need my order fast, do you guys provide expedited shipping?”]
Yes, BigBuckle does provide Expedited shipping, also called Express shipping. At this moment, this shipping method is only available in the United Kingdom, United States, Canada, and Australia. Our team will definitely extend the Express shipping line to other countries in the near future.
For estimated shipping time, please refer to the next question.
For usage instructions, please check this article.
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[accordion-item title=”Where do we ship from?”]
We are a US-based company operating with several fulfillment centers around the world. We have warehouses in the U.S, UK, Australia, and Canada.
All orders are shipped from the warehouse closest to the shipping address as long as it has sufficient stock.
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[accordion-item title=”How do I cancel my order?”]
You will have 2 hours after placing an order to cancel it yourself. Kindly check the order confirmation email, click “Track or Manage order” at the bottom and you will see the Cancel button there.
After this timeframe, if you wish to cancel or change your order details, please chat with us. A Customer Service representative will check and confirm if the order can still be canceled.
Please keep in mind that any cancellation after 6 hours upon approval of the order will no longer be allowed.
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[accordion-item title=”Can I change my shipping address or design options after placing an order?”]
Yes, within the first 2 hours since the order was placed, you can change your shipping address or design options (design, color, quotes, etc) by yourself.
After that timeframe, please contact us via live chat so we can check it for you, as we can not guarantee that the design can still be edited.
Please keep in mind that any edit request after 6 hours upon approval of the order will no longer be allowed.
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[accordion-item title=”When will I get my tracking number?”]
Your tracking number will only be available when your order has been shipped, this usually takes between 3 – 5 business days for printable items and 5 – 12 business days for embroidery items after production.
After that, with Standard shipping, we advise you to wait another 5-7 business days for shipping details to be updated on the tracking site.
With Express shipping, it will be less and within the expected arrival date.
To follow your order’s processing timeline, please check the email with the title “Order #GB** fulfilled” that we send, which contains your tracking link. If you missed this email, you can track your order here or chat with us.
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[accordion-item title=”Why has the tracking status not been updated? What should I do?”]
Tracking information may not be updated immediately for some reasons, such as:
– The tracking number has just been created. After being sent out, your tracking number will need up to 7 business days to be updated due to delays between the scanning process and the website’s updates.
– The package may not be scanned until it reaches the regional hub near the destination.
– The package is in transit between the origin and the destination country. Once the package leaves the origin country the tracking information will not be updated until it reaches the destination country.
– The package arrived at the destination country. With international shipping, once the package lands in your country (destination), the tracking link will stop updating but it does not affect the delivery process.
However, if your tracking status has not been updated for over 10 business days, please contact us to be supported right away.
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