Definitions

To ensure clarity throughout this policy, the following terms are defined as follows:

Bigtent: Refers to Bigtent Outdoor Equipment Ltd., a Canadian retailer operating both a physical showroom and an online store, specializing in curated outdoor gear and equipment.

Bigtent Direct™: A cross-border shopping service provided by Bigtent Outdoor Equipment Ltd., offering select international brands delivered via air freight directly from overseas manufacturers to the customer’s door, with support from Bigtent’s local customer service team.

Bigtent Direct™ Product: A product available on the Bigtent website that is fulfilled through the Bigtent Direct™ service. These items are shipped directly from overseas manufacturers, not from local inventory, and are subject to specific shipping and return policies outlined herein.

Note

⚠️ Non-Bigtent Direct™ products follows General Policies

1. Shipping Schedule & Delivery

1-1. Estimated Delivery Time

Estimated delivery times may vary depending on the destination, customs clearance procedures, and carrier performance. Under typical conditions, items shipped via Bigtent Direct™ will arrive in North America within 5–7 business days from the date of dispatch from our overseas hub.

Delivery estimates are based on business days and exclude weekends and local holidays.

1-2. Exchanges & Cancellations Before/After Purchase

To ensure prompt delivery, Bigtent Direct™ orders are transmitted to our overseas manufacturing partners within 24 hours of purchase. Once the order is submitted and fulfillment begins, no changes or cancellations can be made thereafter.

A. Before fulfillment begins and is approved, the following fees will apply:

• Restocking fees
• Transaction fees (3.5% of the total amount)

B. If fulfillment has already started, you will need to wait until delivery is complete and then submit a return request in accordance with our Bigtent Direct™ Return Policy.

In such cases, customers are responsible for:

• Initial air shipping fees (non-refundable)
• Return shipping costs (to Bigtent showroom in Vancouver)
• SavedBy Shipping Protection cost (non-refundable)
• Transaction fee: 3.5% of total purchase amount
• Applicable restocking fees

To avoid incurring unnecessary fees, we strongly encourage you to review your order details thoroughly prior to placing your order.

1-3. Tracking & Notifications

A shipping confirmation email will be sent once the order has been dispatched. It will include:

• Order summary
• Tracking number and carrier link
• Estimated arrival date

Customers are encouraged to monitor their shipment status using the provided tracking link in real time.

1-4. Pickup Policy

Bigtent Direct™ products ship directly from the overseas manufacturer to the customer’s address. Therefore, in-store pickup is not available for Bigtent Direct™ products.

2. Duties, Taxes, and Import Fees

Customers are solely responsible for any import duties, local taxes, and brokerage (customs clearance) fees associated with international shipments.

• Sales tax is not collected at checkout.
• Depending on your country’s regulations and the shipping carrier, you may receive a separate invoice for:
  • Customs duties
  • Brokerage or clearance fees
  • Local sales tax

  These charges are determined by your country and delivery provider, and must be paid prior to final delivery. In some cases, your local customs office or shipping carrier may contact you directly. Please respond promptly to avoid delays.

These charges and processes are standard in cross-border e-commerce transactions. Bigtent does not control or pre-calculate these charges.

3. Shipping Insurance (SavedBy Package Protection)

We recommend adding SavedBy Package Protection to all orders—especially for international shipments via Bigtent Direct™. If SavedBy Package Protection is deselected at checkout**, Bigtent Outdoor Equipment Ltd. assumes no liability for packages that are lost, damaged, or stolen.**

SavedBy Package Protection provides:

• Full coverage for lost or damaged items, including post-delivery theft
• Fast claim resolution & 24/7 support
• Additional resources:
  • File A Claim
  • User Privacy
  • Terms of Service

For full coverage details, visit SavedBy’s Policy Page.

4. Shipping Destinations

We deliver to residential and commercial addresses in all provinces of Canada, most states in the United States, and selected countries around the world.

Shipping eligibility by country can be found in the navigation menu. If you can’t find your country in the drop down, please ask us whether it can be shipped by starting a chat in the bottom right corner.

*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. Shipping 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 or APO/FPO (military) addresses

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. Questions

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

Definitions

To ensure clarity throughout this policy, the following terms are defined as follows:

Bigtent

Refers to Bigtent Outdoor Equipment Ltd., a North American retailer operating both a physical showroom and an online store, specializing in curated outdoor gear and equipment.

Bigtent Direct™

A cross-border shopping service provided by Bigtent Outdoor Equipment Ltd., offering select international outdoor gear brands delivered via air freight directly from overseas manufacturers to the customer’s door, with support from Bigtent’s local customer service team.

Bigtent Direct™ Product

A product available on the Bigtent website that is fulfilled through the Bigtent Direct™ service. These items are shipped directly from overseas manufacturers, not from local inventory.

Note

⚠️ This warranty applies only to customers who purchased directly from Bigtent Outdoors Equipment Ltd. or an authorized dealer. Warranty does not cover second-hand purchases and clearance-sale items.

⚠️ **Non-**Bigtent Direct™ products follows General Policies

1. Bigtent’s Role in the Warranty Process

For products fulfilled through Bigtent Direct™, all warranty evaluations and resolutions are conducted by the original brand or manufacturer.

Bigtent acts as a facilitator and communication bridge, offering local customer support throughout the process. However, Bigtent does not make final decisions regarding warranty eligibility or compensation.

As part of our support, we will:

• Help assess whether your issue may qualify for a warranty claim
• Submit the required documentation on your behalf
• Coordinate communication with the manufacturer
• Keep you informed throughout the process

2. General Warranty Information

2-1. Warranty Coverage

Warranty coverage applies to manufacturer defects in materials or workmanship under normal, intended use. All claims are subject to review and approval by the original brand or manufacturer.

Covered Under Warranty:

• Structural defects
• Missing components
• Material failures not caused by user handling

Not Covered Under Warranty:

• Damage caused by accidents, abuse, or misuse
• Improper maintenance or care
• Unauthorized modifications or repairs
• Normal wear and tear
• Cosmetic imperfections that do not affect functionality
• Shipping-related damage (refer to 3. Shipping Insurance in the shipping policy)

2-2. Warranty Period

The following chart outlines standard warranty periods based on product categories. These are general guidelines; actual coverage may vary depending on the brand.

For brand-specific details, see [the Brand-Specific Warranty Terms] section below.

All warranty periods begin from the original purchase date stated on your receipt.

2-3. How to Submit a Warranty Claim

To initiate a warranty claim:

1. Contact us via Support Chat.
2. Provide your order number, clear photos of the issue, and a brief description in the chat
3. Our team will forward the claim to the brand and guide you through the next steps

Warranty claims must be submitted within the applicable warranty period to be considered valid.

2-4. Shipping Responsibility

If a physical return is required during the warranty process:

• Customers are responsible for round-trip shipping between their location and Bigtent’s Vancouver showroom.
• If the item requires additional servicing by the manufacturer after inspection, shipping between Bigtent and the manufacturer will be covered by Bigtent or the manufacturer.
• However, actual shipping responsibility may vary depending on the brand

2-5. Important Notes for Bigtent Direct™ Products

Please note the following when submitting warranty claims for Bigtent Direct™ products:

• Warranty inspections are generally conducted overseas by the original manufacturer.
• As a result, processing times may be longer compared to domestic products.
• Manufacturers may choose, at their discretion, to:
  • Ship a replacement part
  • Issue a partial refund
  • Replace the full product

Important: We strongly recommend adding SavedBy Package Protection at checkout to safeguard against shipping-related damage. Warranty coverage does not extend to in-transit damage if insurance is not selected.

3. Questions

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

Definitions

To ensure clarity throughout this policy, the following terms are defined as follows:

Bigtent: Refers to Bigtent Outdoor Equipment Ltd., a Canadian retailer operating both a physical showroom and an online store, specializing in curated outdoor gear and equipment.

Bigtent Direct™: A cross-border shopping service provided by Bigtent Outdoor Equipment Ltd., offering select international brands delivered via air freight directly from overseas manufacturers to the customer’s door, with support from Bigtent’s local customer service team.

Bigtent Direct™ Product: A product available on the Bigtent website that is fulfilled through the Bigtent Direct™ service. These items are shipped directly from overseas manufacturers, not from local inventory, and are subject to specific shipping and return policies outlined herein.

Note

⚠️ Non-Bigtent Direct™ products follows General Policies

1. Support Chat for a Cancellation, Return, or Exchange

All post-order requests must be initiated through our 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

2. Cancellation Policy

To ensure prompt delivery, Bigtent Direct™ orders are transmitted to our overseas manufacturing partners within 24 hours of order placement. However, even within this window, the fulfillment process may begin earlier. Please contact us as soon as possible if you wish to request a cancellation via Support Chat.

• Restocking/handling fee (if applicable) | | After fulfillment begins or item shipped | ✖ No | Wait until delivery is complete and proceed with the return process (see Section 3) |

2.1 Pre-shipping Cancellations

Cancellations are only possible before fulfillment begins. If approved, the following non-refundable fees apply:

• Payment processing fee: 3.5% of total purchase amount to ****cover the payment processing and administrative costs.
• Restocking & handling fee (if applicable)

Refunds will be issued to your original payment method and may take up to ten (10) business days, depending on your financial institution.

Alternatively, you may request store credit to avoid the 3.5% processing fee.

2.2 Post-shipping Cancellations

Once fulfillment has begun or the item has shipped, cancellations are no longer possible. Customers must wait for the delivery to complete and then initiate a return.

In such cases, the following are non-refundable:

• Transaction fee: 3.5% of total purchase amount
• Original international air freight (non-refundable)
• Return shipping cost to Bigtent showroom in Canada
• Applicable restocking fees

3. Return and Refund Policy

Bigtent Direct™ products are fulfilled via international shipping. Due to this, cross-border return costs are higher. Please review your order thoroughly prior to completing checkout.

3.1 Return Procedure

To initiate a return:

1. Submit a Return Request

   Contact 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.

2. Wait for Approval

   Once your request is reviewed and approved, you will receive a return shipping label and detailed return instructions.

3. Repack the Item

   Carefully 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.

4. Attach the Return Label

   Securely attach the provided return shipping label to the outside of the package.

5. Ship the Package

   Drop 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.

6. Inspection & Refund

   Once 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. (See section 3.2 & 3.3)

3.2 Fees & Deductions

Returns that are not the result of an error on the part of Bigtent—including cases of change of mind, incorrect item selection, or other customer-initiated reasons—the customer is responsible for the following:

• Transaction fee: 3.5% of total purchase amount
• Original international air freight (non-refundable)
• SavedBy Shipping Protection cost
• Return shipping cost (to Bigtent showroom in Canada)
• Brokerage fees (if international return from outside of Canada)
• Applicable restocking fees (See Section 3.3)

*** If returning from outside of Canada**, any incurred brokerage charges or customs duties during the return shipping process are non-refundable. In such cases, additional processing time of up to 15 business days may be required after arrival due to coordination with shipping carriers.

*Note: Unfortunately, sale items cannot be refunded.

3.3 Return Eligibility Criteria & Restocking fees

To qualify for a return, all of the following conditions must be met:

• Return window: Return request must be started within 15 days of delivery.
• Pre-approval required: Customers must contact our **Support Chat** before sending any items back. Unapproved returns may not be accepted.
• Product condition: Items must be unused, in their original packaging, and in resalable condition.
• Sale items cannot be refunded.

Restocking Fees

Returns that do not meet these criteria may be subject to a partial refund or denied entirely.

*Minus any applicable fees: All refunds exclude original shipping, return shipping, restocking fees and 3.5% transaction fees.

3.4 Non-refundable Items

The following items are not eligible for return or refund:

• Items marked as final sale or discounted
• Customized or hygiene-related products
• Return window expired
• Products that show visible signs of use, wear, or damage
• Unauthorized returns without approval
• The return request was submitted after the eligible return window (within 15 days of delivery).

4. Exchange Policy

4.1 Exchanges Before Dispatch

Exchanges can be requested before your order is transmitted to our overseas manufacturing partners. (Generally within 24 hours)

• If the requested exchange results in a partial refund (e.g., switching to a lower-priced item), a 3.5% transaction fee will be deducted from the refunded amount.

4.2 Exchanges After Dispatch

Bigtent does not offer direct product exchanges after dispatching from manufacturer.

If you wish to exchange for a different product, please follow the steps below:

1. Complete the return process for the original item following to our Return/Refund Policy
2. Place a new order separately

Please note:

• Return shipping costs are the responsibility of the customer.
• All returned items will be inspected upon receipt. Refunds may be issued in full or partially based on item condition. (See section 3.1 & 3.2)
• A 3.5% transaction fee may be deducted from the refund amount .
• Customers are advised to review our full Return/Refund Policy before proceeding.

This policy ensures accurate inventory tracking and faster processing for all customers.

5. Damaged or Defective Items

If your item arrives damaged or shows signs of a manufacturing defect, please contact us via 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 review the following distinctions:

• Product defects or functional issues not caused during transit are handled through the manufacturer’s warranty process. Our team will help initiate this if applicable.
• Transit-related damage (e.g. crushed packaging, broken parts) is only covered if you opted in for SavedBy Package Protection at checkout. If SavedBy Package Protection was deselected by the customer, Bigtent Outdoor Equipment Ltd. is not liable for any shipping-related issues, including damage, loss, or theft during delivery. We strongly recommend reviewing our Shipping Protection section for full details prior to completing your order.

6. Questions

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