BigTent Direct Policy

Please review the details below for shipping, returns, and warranty information applicable to all Bigtent Direct products.

1. Shipping Information

  • Delivery Time: Items shipped via Bigtent Direct typically arrive in North America within 5–7 business days after dispatch from our overseas hub.
  • Tracking: Tracking information will be provided upon shipment. Shipping protection is mandatory to prevent damage, loss, or missing items during delivery.
  • Duties & Taxes: Customers are responsible for any import duties, taxes, or brokerage fees associated with cross-border shipments.

2. Sipping Protection

SavedBy Package Protection(For Orders After 9th April, 2025)

Bigtent Outdoor recommends SavedBy Package Protection for all delivery orders. By deselecting SavedBy Package Protection at checkout, Bigtent Outdoor is not liable for lost, damaged, or stolen items. If customers order for pickup, they should remove SavedBy Package Protection.

SavedBy provides comprehensive package protection, covering online purchases that are lost, damaged in transit, or stolen after delivery confirmation by the carrier. With SavedBy, you can enjoy peace of mind knowing your order is safeguarded against common shipping mishaps, including theft, loss, and damage. SavedBy also offers fast resolution for claims and 24/7 support to ensure a hassle-free experience. For more details on SavedBy’s coverage and policies, please visit: https://savedby.io/policies.

SavedBy Package Protection is provided by SavedBy, Inc., which partners with merchants to enhance customer satisfaction and mitigate shipping-related issues. With respect to goods purchased on a subscription basis, adding SavedBy to an initial subscription purchase will automatically apply SavedBy protection and its associated premium to all subsequent installments of said subscription.

To file a claim or learn more about the claims process, visit SavedBy’s policy page at https://savedby.io/policies or contact their support team directly. Enjoy the convenience and security of SavedBy Package Protection with your Bigtent Outdoor order today!

3. Returns Due to Change of Mind

Return Window:Returns for change of mind are accepted only upon prior approval.

Deductions Applied:

  • International shipping costs
  • Credit card processing fees
  • Handling and service charges
  • Original outbound shipping costs (non-refundable)

Condition of Returned Items:
Products must be returned in new, unused, and resalable condition, with original packaging and manufacturer labeling.

Inspection: All returns will be inspected at the Bigtent Outdoor Canada office before being forwarded to the manufacturer.

4. Partial Refund Scenarios

  • Unopened/New: Eligible for a full refund minus applicable fees.
  • Opened but unused: Eligible for a 90% refund minus applicable fees.
  • Damaged packaging: Eligible for an 80% refund minus applicable fees.
  • Missing internal packaging or protection: Eligible for a 50% refund minus applicable fees.
  • Used or damaged products: Not eligible for a refund.

5. Warranty for Defective Products

Eligibility: Products with confirmed manufacturing defects are eligible for free repair or replacement, in accordance with the manufacturer's warranty policy.

Shipping Costs: Round-trip shipping costs for warranty claims are covered by Bigtent or the manufacturer.

Exclusions: Warranty does not cover:

  • Damage due to misuse or negligence.
  • Unauthorized repairs or modifications.
  • Normal wear and tear.

6. Shipping Restrictions - Invalid Addresses & Unavailable Regions

Please note that we are unable to ship to the following types of addresses or regions:

Invalid or Incomplete Addresses:

  • Addresses containing non-English characters (e.g., Korean, special symbols)
  • Zip/Postal Code is incorrect or missing
  • Address lines containing more tha 35 characters
  • Addresses verified as invalid or unrecognized
  • PO Box addresses
  • APO/FPO (military) address

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


If you have questions, please contact us