Shipping Policy

BIGBRO LLC is the seller and merchant of record for orders placed on the stores in our portfolio. Fulfillment is carried out by us or by warehousing and third-party logistics partners acting on our instructions.

Carriers and payment providers supply transport and payment services only. They are not the seller and do not decide questions about your order.

We ship to the destinations offered at checkout for the store you are buying from. If a destination is not offered at checkout, we do not ship there, and any order placed for such a destination will be cancelled and refunded in full.

We do not ship to any country, region, entity or person subject to sanctions administered by the U.S. Office of Foreign Assets Control, to U.S. export controls or to comparable restrictions. Orders flagged by our screening may be cancelled and refunded.

Orders are normally processed within one to two business days after payment is authorised. Business days are Monday to Friday, excluding U.S. public holidays.

Orders placed after our daily cut-off, during promotional periods or during peak season may take longer to leave the warehouse. Orders may also be held while payment, address or fraud checks are completed.

Delivery windows shown at checkout or in your confirmation email are estimates provided by the carrier. They are not guarantees, and they run from the date of dispatch rather than the date of order.

Delivery may be delayed by customs clearance, carrier capacity, weather, address problems or events outside our reasonable control. A delay within a reasonable period does not entitle you to cancel, except where mandatory consumer law provides otherwise.

Shipping charges are calculated at checkout based on destination, weight, dimensions and the service selected, and are shown before you pay. Free shipping thresholds, when offered, apply to the order value after discounts and before taxes.

Where an order qualifies for free or discounted shipping and is later returned in part, the shipping benefit may be recalculated against the value retained.

Domestic orders within the United States are shipped inclusive of applicable sales tax as calculated at checkout.

International orders are shipped DAP (Delivered At Place) unless the checkout expressly states DDP (Delivered Duty Paid). Under DAP you are the importer of record and you are responsible for all import duties, import VAT, brokerage and customs fees. These charges are not included in the price paid at checkout and are collected by the carrier or customs authority before delivery.

Where DDP is expressly stated, the import charges shown at checkout are collected by us and remitted on your behalf, and no further charges should be requested at delivery.

• Import charges are set by the destination country, not by us, and we cannot estimate them in advance.
• As importer of record, your name, address and, where required, tax or customs identifiers are disclosed to carriers, brokers and customs authorities.
• Refusing to pay import charges will normally result in the parcel being returned or destroyed. See Section 8.

You are responsible for the accuracy and completeness of the delivery address, recipient name, telephone number and any customs identifier supplied at checkout.

We can only amend an address before dispatch and cannot guarantee that a change request will reach the warehouse in time. Orders lost or delayed because of an incorrect or incomplete address are not our responsibility, and reshipment may be charged.

Parcels may be inspected, delayed, held or seized by customs authorities. Where a parcel is seized or destroyed by an authority, or refused by you, we are not obliged to reship or refund the shipping paid.

If a refused or undelivered parcel is returned to us in resaleable condition, we will refund the price of the goods less outbound shipping, return transport costs and any charges levied by the carrier or customs.

Title to the goods passes to you when payment is received in full. Risk of loss or damage passes when the goods are handed to the carrier, except where mandatory consumer law in your country provides that risk passes on delivery to you, in which case that rule applies.

Orders containing several items may be dispatched in more than one parcel, from more than one location, at no extra cost to you. Each parcel is tracked separately.

Tracking information is emailed on dispatch. Tracking data is generated by the carrier and may take up to 48 hours to update; a static tracking page does not by itself indicate that a parcel is lost.

Report a parcel that is late, missing or visibly damaged as soon as possible, and in any case within 14 days of the last carrier scan or the delivery date shown by the carrier.

A parcel is not treated as lost until the carrier's investigation period has expired. Where tracking shows delivery to the address you supplied and the parcel is later taken from that address, the loss is not attributable to us, although we will help you file a carrier claim.

Please keep the item, its packaging and the shipping label, and send photographs where damage is reported.

Certain products, including items containing lithium batteries, pressurised or flammable contents, may be subject to carrier restrictions, surcharges or destination bans, and may be excluded from air transport or from some destinations.

Packaging and end-of-life products should be disposed of or recycled in accordance with local requirements.

We are not liable for delay or failure to deliver caused by events beyond our reasonable control, including natural disaster, epidemic, war, civil unrest, labour dispute, port or carrier disruption, customs action, sanctions, utility or platform failure and cyber attack.

We may update this policy at any time by publishing a revised version with a new effective date. The version in force when your order is placed applies to that order.