Cancel, Return & Exchange Policy

Claim Window — At a Glance

Request Deadline
Cancel or change an order By 7:00 PM PT on the next Bigtent business day, and before the order ships
Return Within 15 days of delivery
Exchange Within 15 days of delivery
Damaged or defective item Within 15 days of delivery

All post-delivery requests — returns, exchanges, and damaged or defective item claims — must be submitted through our Support Chat within 15 days of the delivery date.

“Delivery date” means the date the carrier records your shipment as delivered, as shown in your tracking history. If your order arrives in more than one parcel, the 15-day window is counted separately for each parcel from its own delivery date.

Requests received after 15 days cannot be processed as a return or refund. Manufacturing defects reported after this window are handled under the manufacturer’s warranty — see our Warranty Policy.

1. Cancellations & Order Changes

Orders begin processing shortly after they are placed. To cancel or change an order, contact us through Support Chat by 7:00 PM PT on the next Bigtent business day after your order is placed, and always before your order ships.

Bigtent business days are Tuesday through Saturday, 10:00 AM – 7:00 PM PT, excluding statutory holidays. Our team is sometimes available outside these hours, but requests received outside business hours are reviewed at the start of the next business day and are not guaranteed to be actioned sooner.

Order placed Cancellation accepted until
Tuesday Wednesday, 7:00 PM PT
Friday Saturday, 7:00 PM PT
Saturday Tuesday, 7:00 PM PT
Sunday or Monday Tuesday, 7:00 PM PT

Orders are picked and shipped Tuesday through Friday, often on the first business day after they are placed. If your order has already shipped, cancellation is no longer possible even if you are still inside the window above, and your request becomes a return. Please contact us as early as you can.

Order Status Cancellation Available? Note
Within the window above, order not yet shipped ✔ Yes See refund methods below
After the window, or once the order has shipped ✖ No Wait until delivery is complete, then follow the return process (see Section 3)

Choose your refund method:

  • Store credit — full refund, no deductions.
  • Original payment method — full refund less the non-refundable 3.5% payment transaction fee. May take up to ten (10) business days depending on your financial institution.

Address changes: once you have received a shipping confirmation, we are generally unable to change the delivery address. In some cases you may be able to contact the carrier directly with your tracking number and redirect the parcel to a local pickup point. Any re-consignment, holding, or re-delivery fees charged by the carrier are the customer’s responsibility.

2. Orders Delayed or Cancelled Due to Supplier Stock

Many of the brands we carry are produced in limited runs by our partners in South Korea, and some items are ordered in after your purchase.

After your order is placed, a brand partner’s stock may turn out to be unavailable, backordered, or discontinued, or a production or freight schedule may move. When that happens we may need to postpone fulfillment or cancel the affected items.

If this affects your order:

  1. We will notify you by email as soon as we confirm the change, with a revised estimated ship date.
  2. You may choose to wait for the revised date, swap for an available item, or cancel the affected items.
  3. If we do not hear back from you within 7 days, we will hold your order and continue to update you.

Cancellations of this type are not customer-initiated. They are refunded in full to your original payment method with no transaction fee deduction, and any shipping charges paid for the affected items are refunded as well.

Estimated ship dates shown on product pages and at checkout are estimates based on our partners’ current schedules. They are not guaranteed dates.

3. Returns After Delivery

Return Guidelines

  1. Return requests must be submitted through our Support Chat within 15 days of the delivery date.
  2. Return labels (if issued) must be used within 7 days of issuance. Expired labels may require reissuance at the customer’s expense, depending on carrier fees.
  3. Sale items are final sale and cannot be refunded.
  4. 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 checkout.
  5. All returns must be shipped to our Coquitlam, BC warehouse.
  6. If returning from outside of Canada, additional processing time of up to 15 business days may be required after arrival at our warehouse due to coordination with shipping carriers.

Refund Amount

The refund amount depends on:

1. 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

2. Applicable non-refundable costs, such as:

  • Payment transaction fee (3.5%)
  • Original shipping cost
  • Return shipping cost to our Coquitlam, BC warehouse
  • Any cross-border fees charged by the government or the carrier (if applicable)
  • OrderProtection Package 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:

  1. Submit a Return Request
    Contact us through Support Chat within 15 days of the delivery date. Include clear photos of the items and their packaging so we can assess their condition and give you an accurate estimate of your potential refund.
  2. Wait for Approval
    Once your request is reviewed and approved, you may 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) are included. The product must be in new and resalable condition.
  4. Attach the Return Label
    If a return label was issued, it must be used within 7 days of issuance. Expired labels may incur additional costs, which become the customer’s responsibility.
  5. Ship the Package
    Drop off the return package at the designated carrier’s location as instructed.
    Note: We are not responsible for items lost or damaged during return transit. Please keep your tracking information until the return is complete.
  6. Inspection & Refund
    Once we receive and inspect your return, we will notify you whether your request is approved or rejected. Approved refunds are issued to your original payment method and may take up to ten (10) business days, depending on your financial institution. International returns may require additional time 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, and products with signs of use may be subject to stricter limitations or reduced refundable value.

The following cannot be returned or refunded:

  • Items marked as final sale or discounted
  • Customized or hygiene-related products
  • Requests submitted after the 15-day window from the delivery date
  • Items showing signs of use, wear, or damage
  • Unauthorized returns sent without approval

4. Exchanges After Delivery

To switch to a different product after delivery, complete the return process for your original item within 15 days of the delivery date and place a new order.

Exchanges are processed as a return followed by a new order to keep inventory accurate and fulfillment consistent across our shipping locations. See Sections 1 and 3.

5. Damaged or Defective Items

If your item arrives damaged or shows a manufacturing defect, contact us through Support Chat within 15 days of the delivery date. 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. Warranty coverage runs for the full warranty period and is not limited to the 15-day window — see our Warranty Policy.
  • Transit-related damage (e.g., crushed packaging, broken components) is covered only if you opted in to 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.
  • Transit damage and loss claims are filed with OrderProtection and follow OrderProtection’s own claim deadlines, which may differ from our 15-day window. Please file as soon as you notice an issue.

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

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

Last updated: September 6, 2026