Question 1

What exactly does BIGBRO LLC do?

Accepted Answer

BIGBRO LLC is an operator-led e-commerce company based in Albuquerque, New Mexico. We run two connected lines of work. The first is our own portfolio: consumer brands we own, finance and operate, from product sourcing through storefront design, fulfillment and paid acquisition. The second is business-to-business services. We take the systems, supplier relationships and media frameworks proven inside our own portfolio and apply them for other online retailers through marketing, advertising, strategy, brand development, product development, positioning and audience targeting.

Question 2

The LLC was formed in 2026. Does that mean you are a new team?

Accepted Answer

The legal entity is recent; the practice is not. BIGBRO LLC was formed on June 25, 2026 to consolidate more than ten years of operating work under a single American company with clean governance, U.S. banking and a formal contracting structure. The work behind it began in 2014 with product sourcing and marketplace selling, moved into direct-to-consumer storefronts, and expanded into advisory for other retailers. Forming the LLC was a compliance and structure decision, not a starting point. The same people, suppliers, media accounts and playbooks carried across.

Question 3

Are you an agency, a holding company, or a consultancy?

Accepted Answer

Practically, we are a brand operator that sells access to its operating capability. We are not a media agency that has never carried inventory risk, and we are not a pure holding company that only allocates capital. That distinction matters in engagements because our recommendations are constrained by the same realities our clients face: landed cost, lead times, return rates, payment processing, cash conversion cycles and platform policy.

Question 4

Where are you located and can we meet in person?

Accepted Answer

Our registered address is 1209 Mountain Road PL NE, STE R, Albuquerque, NM 87110. Our working office is at 311 Truman St NE, Albuquerque, NM 87108. On-site meetings in Albuquerque can be arranged by appointment. Most engagements run remotely across U.S. time zones, with scheduled video calls and written reporting. Standard availability is Monday to Friday, 9:00–17:00 Mountain Time.

Question 5

How large is the team?

Accepted Answer

A three-person core leadership team covers strategy, administration and operations and supply chain, supported by a vetted network of roughly ten on-site and remote contractors across creative production, media buying, development, sourcing and data. Engagements are staffed deliberately rather than by headcount. You are told at the outset who is assigned to your account and who your day-to-day point of contact is.

Question 6

Who do you work with?

Accepted Answer

Online retailers and consumer brands selling through their own storefronts, marketplaces or both. Engagements typically begin once a business has consistent monthly order volume and a product that has already found some demand. We also work with established offline businesses building a first direct-to-consumer channel, and with funded teams preparing a category launch.

Question 7

Do you work with pre-revenue or early-stage brands?

Accepted Answer

Selectively. Pre-revenue work is only useful when there is a defined product, a realistic budget for inventory and media, and a decision-maker available weekly. Without those, advisory spend tends to outrun what the business can execute. Where we decline, we say so directly at the qualification stage rather than sell a scope we do not believe will produce a return.

Question 8

How does an engagement start?

Accepted Answer

There are four steps before any invoice is issued. Introductory call (30 to 45 minutes) to understand the business, current performance and the constraint you are trying to remove. Diagnostic review: we examine analytics, ad accounts, margin structure, supplier terms and site performance, and produce a written summary of findings. Scope and proposal: deliverables, indicators, timeline, staffing and fees, written in plain language. Agreement and kickoff: signed services agreement, access provisioning, and a kickoff session that sets the reporting cadence.

Question 9

How long is a typical engagement?

Accepted Answer

Advisory retainers usually run in three or six month terms. Fixed-scope projects are quoted against a delivery date, most often between four and twelve weeks. Three months is the shortest period in which media, creative and supply changes can be tested and read with any confidence. Shorter engagements are accepted only for defined diagnostic or audit work.

Question 10

What is in scope and what is not?

Accepted Answer

Scope is written into the agreement and stated as deliverables rather than hours. Anything not listed is out of scope until both parties agree to a written change. Typically in scope: strategy, channel planning, media management, creative direction, product and assortment work, positioning, audience targeting, supplier evaluation and reporting. Typically out of scope: legal advice, tax filing, accounting, trademark prosecution, customer service staffing and warehouse labor. Pass-through by arrangement: ad spend, software subscriptions, sampling, photography production and freight.

Question 11

Can we change scope mid-engagement?

Accepted Answer

Yes. Scope changes are handled through a short written amendment describing the change, its effect on the timeline and any fee adjustment. Nothing is billed against a change until it is confirmed in writing.

Question 12

Do you work with competitors in the same category?

Accepted Answer

We do not take on a directly competing brand in the same category and geography while an engagement is active, and category exclusivity can be written into the agreement where it is commercially important. We will always disclose a potential conflict before a proposal is issued rather than after work has begun.

Question 13

What is the proprietary blueprint you refer to?

Accepted Answer

It is our internal operating sequence, refined across our own launches: validate demand, secure margin at the supplier level, build the offer and storefront around a single clear position, prove creative at small spend, then scale media only where contribution margin holds. The sequence exists so decisions are made in the right order. Most underperforming stores we review are attempting to fix an acquisition problem that is actually a margin, offer or positioning problem.

Question 14

How is work reported?

Accepted Answer

Each engagement has an agreed indicator set defined at kickoff, typically contribution margin, blended acquisition cost, conversion rate, average order value, repeat purchase rate and inventory turns. You receive a written monthly report covering results against those indicators, decisions taken, work completed, and the plan for the following period. Retainers also include a scheduled review call, and an always-current shared document of open actions.

Question 15

Who owns the accounts, assets and data?

Accepted Answer

You do. Ad accounts, analytics properties, storefront, domains and supplier relationships stay in your ownership throughout. We work inside your accounts under delegated access rather than reselling through our own. Creative and written deliverables produced for you transfer to you on payment, as set out in the services agreement. Our internal frameworks, templates and tooling remain ours and are licensed to you for use during the engagement.

Question 16

What access do you need from us?

Accepted Answer

Read or admin access, depending on scope, to the systems we are asked to work in. Storefront platform and theme, plus staging where available. Advertising accounts and business manager assets. Analytics and attribution tooling. Margin, landed cost and supplier terms for the products in scope. Email and SMS platform, and any subscription or loyalty system.

Question 17

How much time do we need to commit?

Accepted Answer

Expect two to four hours per month from a decision-maker on retainers: one review call plus asynchronous approvals. Project work is more intensive at the start, typically a half-day kickoff and weekly checkpoints. The single biggest predictor of a successful engagement is a named internal owner with authority to approve creative, pricing and supplier decisions without a long internal queue.

Question 18

How quickly should we expect results?

Accepted Answer

Creative and landing-page changes usually read within two to four weeks. Media restructuring reads over four to eight weeks. Sourcing, assortment and margin work follows supplier and production lead times and is generally a one to two quarter horizon. We publish an expected read window for each workstream at kickoff so progress is judged against a stated timeframe rather than a feeling.

Question 19

Do you guarantee results?

Accepted Answer

No, and we treat any firm claiming otherwise with suspicion. We commit to defined deliverables, a stated method and an agreed reporting cadence, not to a specific revenue outcome. Figures shared during an engagement are estimates based on available data, and past performance of our own brands or other clients is not a projection of your results.

Question 20

Which services can we buy individually?

Accepted Answer

Most disciplines can be engaged on their own, though results are usually stronger when strategy sits alongside execution. Marketing and advertising: paid social, paid search, retention and full-funnel acquisition. Strategy: channel mix, pricing architecture, growth planning and margin modelling. Brand development: positioning, naming, identity direction and messaging systems. Product development: assortment planning, supplier sourcing, sampling and packaging. Positioning and audience targeting: segmentation, offer design and creative territories. Operations: supply chain review, fulfillment routing and inventory planning.

Question 21

Do you handle creative production?

Accepted Answer

Yes, through our contractor network, including static, video and lifecycle creative built for performance testing rather than brand films. Production costs such as talent, studio time and shipping samples are quoted separately as pass-through.

Question 22

Can you help with sourcing and suppliers outside the United States?

Accepted Answer

Yes. Our supply chain work is domestic and global. We maintain supplier relationships across Asia and Europe alongside U.S. warehousing and fulfillment, and we coordinate international freight, customs documentation and quality inspection where the engagement requires it.

Question 23

Do you build or manage stores directly?

Accepted Answer

We handle storefront design direction, conversion-focused rebuilds and technical implementation through our development contractors. Ongoing platform maintenance can be included in a retainer or handed to your internal team with documentation.

Question 24

Will you invest in or partner on a brand rather than bill for services?

Accepted Answer

Occasionally, and only where we already operate credibly in the category. Any equity, revenue-share or joint-venture arrangement is documented separately from a services agreement and is never a substitute for one.

Question 25

How is pricing determined?

Accepted Answer

Pricing reflects scope breadth, seniority required, delivery speed, the number of channels and markets in play, and the level of ongoing accountability we carry. A single-channel diagnostic and a multi-market operating retainer are not comparable pieces of work. Every proposal states what is included, what is excluded and what is billed as pass-through, so the number can be checked line by line before signature.

Question 26

How are contracts and invoices handled?

Accepted Answer

All work is covered by a written services agreement executed before delivery begins. Invoices are issued in U.S. dollars from our Albuquerque office, with payment terms stated in the agreement, typically monthly in advance for retainers and milestone-based for projects. We accept ACH and bank transfer as standard, and card payment on request. Purchase order references and vendor onboarding forms are supported for clients with procurement requirements.

Question 27

Do you require a deposit?

Accepted Answer

Fixed-scope projects begin with an initial milestone payment before work starts. Retainers are invoiced in advance for each period. Third-party costs such as ad spend, software and freight are funded by the client directly wherever possible.

Question 28

What is your refund and cancellation policy?

Accepted Answer

Fees for work already performed are non-refundable, as are third-party costs already committed on your behalf. Retainers may be cancelled with written notice as set out in the agreement, with the current period completing in full. The full terms are set out on our refunds and billing page and in your signed agreement, which prevails in the event of any conflict.

Question 29

Can we pause an engagement?

Accepted Answer

Yes, one pause of up to sixty days is normally available per twelve-month term with written notice. Pausing suspends both fees and delivery; live media and supplier commitments must be wound down before the pause begins.

Question 30

Is our information kept confidential?

Accepted Answer

Yes. Client data is treated as confidential under the services agreement and is not disclosed to third parties except sub-processors strictly necessary to deliver the work, each bound by equivalent obligations. We sign client-provided non-disclosure agreements, and our standard agreement includes mutual confidentiality by default.

Question 31

How do you handle personal data and customer records?

Accepted Answer

We minimise exposure by design: we work with aggregated and pseudonymised data wherever possible and avoid taking custody of customer personal data unless a specific deliverable requires it. Where processing is necessary, it is limited to documented instructions, restricted to named personnel, and covered by the terms described in our privacy policy.

Question 32

What security practices do you follow?

Accepted Answer

Access is provisioned per person and per system, with least-privilege permissions and multi-factor authentication required on every platform we touch. Credentials are never shared over email or chat; delegated access is used instead of password handover. Access is revoked within five business days of engagement close or personnel change. Devices used on client accounts are encrypted and password-protected. Contractors sign confidentiality and data-handling terms before onboarding.

Question 33

Are you a U.S. company for banking and tax purposes?

Accepted Answer

Yes. BIGBRO LLC is a limited liability company organised under the laws of the State of New Mexico, with a U.S. registered address, a U.S. Employer Identification Number, U.S. business banking and domestic invoicing. We can provide entity documentation, a completed Form W-9 and vendor verification details on request as part of standard client or banking due diligence.

Question 34

Do you comply with advertising platform policies?

Accepted Answer

We work within the published policies of the platforms we operate on and will not run claims, creative or landing pages that we consider likely to breach them. Where a client instructs an approach we believe is non-compliant, we decline the instruction in writing.

Question 35

How do we communicate day to day?

Accepted Answer

Each engagement has a named point of contact, a shared channel for asynchronous questions and a scheduled recurring call. Anything that affects budget, scope or timeline is confirmed in writing regardless of where it was first discussed. Standard response time for non-urgent messages is one business day during Mountain Time working hours.

Question 36

Can you work with our existing agency or internal team?

Accepted Answer

Frequently, yes. We often sit above or alongside an existing team, setting strategy and standards while they execute. Responsibilities are mapped explicitly at kickoff so there is no ambiguity about who owns which decision.

Question 37

What happens when an engagement ends?

Accepted Answer

You keep every account, asset and deliverable. We provide a written handover covering current state, active tests, supplier contacts, documented processes and recommended next steps, then remove our access from your systems. Where useful, we offer a lighter check-in arrangement after handover so the internal team is not left without support during the transition.

Question 38

How quickly can you start?

Accepted Answer

Diagnostic work can usually begin within one to two weeks of a signed agreement. Full retainers depend on current capacity, and we cap concurrent engagements deliberately rather than take on work we cannot staff properly.

Question 39

We have a question that is not answered here.

Accepted Answer

Email info@bigbrollc.com or call +1 (505) 353-0510 during Mountain Time working hours. If your question concerns a signed agreement, quote the agreement reference and we will respond with the relevant clause.

Frequently asked questions.

Company & background

Engagements & scope

Method & delivery

Services & capabilities

Pricing, contracts & invoicing

Compliance, data & security

Working together

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