At a Glance

What you want to do	When	How
Change or cancel an order	Any time before it leaves our warehouse — for pickup orders, any time before you collect it	Email us, reply to any order email, or use Support Chat
Return an item (change of mind)	Within 15 days of delivery	Support Chat or email, with photos — wait for our approval before sending it back
Exchange an item	Within 15 days of delivery	Return it, then place a new order
Report a damaged or defective item	Within 15 days of delivery	Email us photos — and a short video if it’s about how something works
Report a defect found later	Within the warranty period	See our Warranty Policy

Email: support@bigtentoutdoors.com · Chat: Support Chat · Our team is available Tuesday through Saturday, 10:00 AM – 7:00 PM PT, excluding statutory holidays. Orders ship Tuesday through Friday.

“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. For pickup orders, the delivery date is the day you collect your order.

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. Changes & Cancellations Before Your Order Ships

You can change or cancel any order for a full refund at any time before it leaves our warehouse. It doesn’t matter where your item is — on our shelf, in port, on this week’s flight, or on a container still on its way from Korea. We refund the full amount to your original payment method, with no fee. If you chose showroom pickup, the same applies right up until you collect your order.

To cancel or make a change, email support@bigtentoutdoors.com with your order number, reply to any of your order emails, or contact us through Support Chat. If your request reaches us before your order has left our warehouse, we will cancel or change it as you asked. Requests that arrive outside business hours are handled at the start of the next business day.

Where your order is	Can you cancel?	Refund
Not yet shipped — on our shelf, in port, in the air or at sea (pickup orders: not yet collected)	✔ Yes	Full refund to your original payment method — no fee
Already shipped (or collected)	✖ No — it becomes a return	See Section 3

If part of your order has already shipped, the items that haven’t shipped can still be cancelled the same way.

Changes work the same way — a different size, colour or item, adding to your order, or switching from ocean to Express Air where it’s offered. If a change lowers your total, we refund the difference in full. If it raises your total, we’ll ask you to pay the difference before we confirm. If a change moves your ready date, we’ll tell you the new date first.

Refund timing: refunds go back to your original payment method and may take up to ten (10) business days to appear, depending on your financial institution.

Orders shipped from Korea to countries outside Canada and the United States can be cancelled free of charge until they leave our office in Korea, usually within 3 business days of your order.

Address changes: tell us before your order ships and we’ll update the delivery address. 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. Ready Dates, Delays & Supplier Changes

Many items are brought in from our brand partners in South Korea after you order — reserved on one of our ocean containers, flown on our weekly air shipment, or already in port. Each product page shows the date the item will be ready at our warehouse in BC. These dates are estimates based on our shipping calendar and our partners’ schedules. They are not guaranteed dates.

If your ready date moves — because of weather, port congestion, a customs exam or a production delay — we will email you the new date. You can then:

keep your order — you don’t need to do anything;
switch to Express Air where it’s offered — we’ll tell you the price difference first; or
cancel for a full refund, at any point before your order leaves our warehouse.

If a brand partner’s stock becomes unavailable, backordered, or discontinued after your order is placed, we may need to postpone fulfillment or cancel the affected items. We will email you as soon as we confirm the change, and you may choose to wait for the revised date, swap for an available item, or cancel the affected items. 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.

Your price is set when you order: if a Reserve price ends or a price goes up after you’ve ordered, you keep the price you paid. Container exams by Canadian customs are explained on our Customs Exams & Your Order page.

3. Returns After Delivery (Change of Mind)

Changed your mind after your order has shipped? You can return it within 15 days of delivery. You pay for shipping in both directions, and the refund depends on the item’s condition when it reaches us.

Return Guidelines

Submit your return request through Support Chat or by email to support@bigtentoutdoors.com within 15 days of the delivery date, with clear photos of the item and its packaging. Please don’t send anything back until we approve your request — returns sent without approval cannot be accepted.
All returns come back to our Coquitlam, BC warehouse. You can ship the item yourself with a tracked service, or ask us for a return label — its cost is deducted from your refund. Return labels must be used within 7 days of issuance; expired labels may require reissuance at the customer’s expense.
Collected your order from our showroom? You can bring it back to the showroom during business hours instead — no shipping involved.
Sale items are final sale and cannot be refunded.
Returns from outside Canada are subject to international return fees, which can be significantly higher, and may need up to 15 additional business days for processing after they arrive at our warehouse. Please review your order details before completing checkout.

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. Shipping — both ways

Shipping to you: shipping charges you paid, including any Express Air charge, are not refunded. If your order shipped free, we deduct the actual cost we paid to ship the returned item(s) to you.
Shipping back to us: return shipping is the customer’s cost — whether you send the item yourself or use a return label from us (deducted from your refund).

3. Other non-refundable costs

Payment transaction fee — 3.5% of the amount refunded to your original payment method. Choose store credit instead and this fee is not deducted.
Any cross-border duties and fees charged by the government or the carrier (if applicable)
OrderProtection Package Protection cost

Refunds are based on the price you actually paid, after any discount. 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:

Submit a Return Request
Contact us through Support Chat or by email 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 estimate of your refund, including the shipping costs that will be deducted.
Wait for Approval
Once your request is reviewed and approved, we will send you return instructions and, if you asked for one, a return label.
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.
Ship the Package
Use our return label within 7 days of issuance, or ship the item yourself with tracking.
Note: We are not responsible for items lost or damaged during return transit. Please keep your tracking information until the return is complete.
Inspection & Refund
Once we receive and inspect your return, we will email you the result of our inspection and your final refund amount. Approved refunds are issued to your original payment method, or as store credit if you chose it, and may take up to ten (10) business days to appear, 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 (items ordered through our Custom Order page), and products with signs of use may be subject to stricter limitations or reduced refundable value.

The following cannot be returned or refunded:

Items sold as final sale, including sale and clearance prices
Customized or hygiene-related products
Requests submitted after the 15-day window from the delivery date
Items showing signs of use, wear, or damage
Returns sent without our approval

Items bought at a Reserve price or an Early Bird price are not final sale, and Reserve, Arriving and Express Air items are not special orders — they can be returned under this section like any other item.

Final-sale items can still be reported as damaged or defective under Section 5. Nothing in this policy limits your rights under applicable consumer protection laws.

4. Exchanges After Delivery

To switch to a different product after delivery, return your original item under Section 3 within 15 days of the delivery date and place a new order. The change-of-mind return costs in Section 3 apply. If you are exchanging because an item is damaged or defective, see Section 5 instead.

Exchanges are processed as a return followed by a new order to keep inventory accurate and fulfillment consistent across our shipping locations. See also our Exchange Policy.

5. Damaged or Defective Items

If your item arrives damaged or doesn’t work as it should, email us at support@bigtentoutdoors.com within 15 days of the delivery date with:

your order number;
clear photos of the problem, the whole item, and the box it arrived in, including the shipping label;
a short video if the problem is with how something works — a zipper, pole, valve, burner or hinge, for example.

We review every claim and reply by email. If we accept your claim, we will tell you what happens next — a replacement part, a replacement item, or a refund — and we cover the shipping involved. Refunds for accepted claims are made in full, with no 3.5% fee. If we decline it, we will explain why. Please don’t send anything back until we have accepted your claim. Not sure whether it’s a defect or shipping damage? Email us first and we will point you in the right direction.

Please note the following:

Defects found after 15 days are handled under the manufacturer’s warranty for the full warranty period. Report them to us the same way, by email; shipping for warranty claims follows 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 the Shipping Package Protection section of our Shipping Policy before completing your order.

6. Questions

If you have any questions, reach out via Support Chat or email support@bigtentoutdoors.com.

Please have the following information ready:

Your order number
Photos of the item and packaging (and a short video for a defect)
The reason for your request

Last updated: October 7, 2026