FAQ

Q: What information do I need to provide bigoutlet.com when I call or e-mail?

A: Please provide us your: 1.Your Sales Order Number 2.RMA Number 3.Name and Your Contact Information 4.Reasons for Contacting Us

Q: How do manufacturers and vendors contact bigoutlet.com's purchasing team?

A: If your company would like to introduce your products to bigoutlet.com, email us at: info@bigoutlet.com.

Q: How can I contact bigoutlet.com?

A: You can contact us by calling 1-888-602-4468 or emailing us at service@bigoutlet.com.

Q: How can I keep track of my order?

A: After you place an order, bigoutlet will send you an order confirmation via e-mail. Bigoutlet will also send you an email containing the tracking number of the item you ordered once it is shipped from our facility. You may also check your order status via the bigoutlet website by logging into your account. If there are any problems with your order, you will receive an email from bigoutlet customer service.

Q: Does bigoutlet.com accept phone, fax, or e-mail orders?

A: Unfortunately, we do not accept phone, fax or e-mail orders. All orders must be placed online.

Q: How long does it generally take to process an order?

A: It takes one to two business days for us to process an order (prior to shipping it). Once the order has shipped, your estimated time of arrival will be determined by your selected shipping.

Q: Is the bigoutlet.com website secure?

A: Security is a top priority at bigoutlet.com. When you submit sensitive information via the website, your information is protected both online and offline. When our registration/order form asks you to enter sensitive information (such as your credit card number), that information is encrypted and is protected with the best encryption software currently available in the industry - SSL. Access to all of our users' information is restricted. If you wish to have your financial information removed at the time of your order, you may opt to have your financial information deleted from our records upon completion of your order. Otherwise, you may contact us at service@bigoutlet.com to request that your information be deleted from our database. For future transactions, you will be required to re-enter your information.

Q: What should I do if I have placed a duplicate order by mistake?

A: Please call our customer service department cancel your duplicate order.

Q: I checked my order status online and was advised that my order has been voided.

A: If an order is placed but the credit card is declined or the shipping address cannot be verified within 5 business days, the order is voided. Automated emails are sent to the customer’s login email address any time there are issues processing the order. There is no way to regenerate a void order. Unfortunately, you will have to re-order online. If your order was voided due to a credit card decline, please make sure you have contacted your credit card company (or bank) prior to replacing your order in case they have a hold on your available funds.

Q: Can I change my order once it has been submitted?

A: Unfortunately you cannot. If you contact us immediately after placing the order, we can probably make the change(s) you request. If the order has been charged, we cannot make any changes and the order will have to be cancelled.

Q: May I combine two separate orders to save on shipping costs?

A: We do not combine orders for you over the phone. However, if you call us before your orders are processed; we can cancel your orders so you can place a single order for all the items you want. Please understand that we cannot cancel an order once it has been scanned by our warehouse.

Q: Can I reactivate an order that has been voided or cancelled?

A: We're sorry, but unfortunately, you will have to re-order online. Our internal system does not have the capability to reinstate voided orders.

Q: Does bigoutlet.com sell or release my personal information?

A: Bigoutlet.com respects your privacy. We will not under any circumstances sell or release your information to anyone without your consent. Please see our Privacy Policy for additional details.

Q: What should I do if an item is missing from my order?

A: First, verify that you've received a box for each tracking number associated with your order. If all boxes have been delivered but you're still missing an item, check the packing material for small items. Please contact bigoutlet customer service if you're unable to locate an item.

Q: How can I pay for my bigoutlet purchase?

A: • Visa • MasterCard • Discover Network • American Express • PayPal Checkout • Amazon Checkout • Google Checkout No Purchase Orders, Fax or C.O.D. orders will be accepted. We do not currently accept international credit cards.

Q: Why does bigoutlet need to verify my shipping address?

A: For fraud prevention purposes, if your billing and shipping addresses are different, we must verify your shipping address. The reason we do this is to ensure that both you and us are protected from fraudulent activities. Please contact the bank that issued your credit card and have your shipping address listed as an alternate address in that bank's memo field. Please note this only takes 5 minutes and you will never have to do it again once this is completed. Please also make sure your credit card issuer bank's phone number is correctly listed in your Bigoutlet.com account information.

Q: Does bigoutlet charge sales tax?

A: Bigoutlet charges the appropriate state and/or local sales tax for any order shipping to New Jersey and Texas. Texas and New Jersey residents are charged according to their state and/or local tax rate. Please note that the sales tax for New Jersey and Texas orders is calculated based upon the total price of the order, including shipping and handling. The tax imposed by these states on shipping and handling is part of the state sales tax, not a separate tax.

Q: What is the standard return policy for bigoutlet.com products?

A: Products sold by bigoutlet.com are supported by our Standard Return Policy unless otherwise indicated. Merchandise covered by our Standard Return Policy may be returned within 30 days of the original invoice date for a refund or replacement. All returns require an RMA (Return Merchandise Authorization) number. Because many companies offer additional factory coverage, you should contact the manufacturer directly for information regarding eligibility and specific Terms and Conditions.

Q: What is a factory-refurbished product?

A: In general, factory refurbished products are products that wouldn’t otherwise be sold as new, for a variety of reasons. Some reasons include: • Most major retail superstores offer a 30-day money back guarantee on their products and there are those consumers that just simply take advantage of that. These items are returned to the manufacturer, inspected and repackaged like new. • Items where the box or casing was damaged in shipment which are returned to the manufacturer. • The item was returned to the manufacturer because of a slight defect. The part that was defective was replaced by the manufacturer, tested and then repackaged just like new. All factory-refurbished products we carry have been cleaned, quality checked and tested. Factory refurbished products are certified at the factory as fully operational, and come with a 90-day parts and labor warranty.

Q: Returning a Product to bigoutlet.com

A: We want you to be completely satisfied with your shopping experience at bigoutlet. Most products can be returned for either a Refund or for a Replacement of the same item. Refunds are subject to a 15% restocking fee, which is deducted from the refund amount.

Q: The RMA Process – Four Easy Steps

A: 1. Create an RMA for your item Your product needs to be returned with an RMA (Return Merchandise Authorization) number so we can identify it. You can create an RMA by requesting an RMA number from Customer Service. Send the product to bigoutlet.com Once your RMA is issued, please package the item in its original packaging with accompanying accessories and clearly write the RMA number issued to you on the shipping label provided by the shipper you are using and send it to: Bigoutlet.com RETURNS ATTN: [Your RMA Number] 5 North Corporate Drive Riverdale, NJ 07457 We require that you use a courier who provides package tracking and basic insurance coverage. 3. Your RMA is Received and Approved You’ll receive an email once your shipment is received at our RMA facility. You’ll receive another email once your package has been opened and your RMA has been reviewed & approved. It usually takes 2-5 business days from the time we receive your shipment to review and approve your RMA. 4. RMA Resolution If you requested a Replacement, a new order will be generated once your RMA is approved. You’ll receive standard email updates for the replacement order, just as you would for a newly placed bigoutlet order. If you requested a Refund, a credit memo will be generated once your RMA is approved. You can expect the refund amount to be credited to your original payment method 3-5 business days later. The turnaround time for Refunds often depends on your bank’s policies for making the funds available to you. The overall turnaround time for a return is about 5-8 business days from the time we receive the shipment; (that is, 2-5 business days for RMA processing and 2-3 business days to expedite your refund or replacement.

Q: How long does it take for bigoutlet to process an RMA?

A: RMA processing time may vary depending on the product and reason for the return but generally processing time is 2-5 business days once the RMA is received and meet all following criteria: 1. Return with RMA number clearly identified in shipping label. 2. Return with all original equipment, components, manuals, cables, documents, and packaging. 3. UPC code (if available) along with retail package. 4. No physical damage caused by customer or by carrier. 5. Item is NOT out of warranty when it is received.

Q: Is it mandatory to have an RMA number in order to return a product to bigoutlet?

A: Yes. You must obtain a Return Merchandise Authorization ("RMA") number within the applicable Return Policy period. Bigoutlet will not accept returns without prior authorization and an RMA number. Once issued, RMA numbers are valid for 15 days. Bigoutlet must receive the returned products within this timeframe. RMA numbers will not be extended or reissued. Customer should prominently display the RMA number(s) on the shipping label of boxes containing the returned product.

Q: IIs it necessary to return each individual accessory when I send in a return?

A: Yes. All original equipment, components, manuals, cables, documents and packaging must be returned with your item in order for bigoutlet to process your RMA. Bigoutlet cannot process RMA returns that are incomplete; incomplete RMAs will be returned to you. In most cases, items sent in for RMA replacement will be replaced with a full item set, including accessories. Please return all accessories with your RMA.

Q: May I exchange my RMA'd item for a different product?

A: No. Unfortunately, we do not exchange RMA items for different items. We will only replace an RMA'd item with an identical replacement item of the same make and model. If the return policy period for a refund has not yet expired, you can request an RMA Refund (subject to 15% restocking fee), order a new item, and we'll refund your original purchase after we receive your returned product.

Q: How long will it be before a refund/credit actually appears on my bill?

A: It takes us approximately two business days to process a credit back to your credit card and 2-3 business days for it to appear on your statement.

Q: When and why are restocking fees applied?

A: There is a restocking fee of 15 restocking fee for all returns for refund to encourage customers to purchase products they intend to keep. We offer RMA Replacement without any restocking fee to support customers who have received a defective product.

Q: Does bigoutlet.com pay the return shipping cost for defective merchandise?

A: No, bigoutlet.com does not pay the return shipping cost for defective merchandise. We are not responsible for product defects, because we do not manufacture the products we carry. However, if you pay to send the item back to bigoutlet.com, we will replace the item and ship the replacement to you at no charge. Bigoutlet.com will employ every resource it has to ensure that your item is replaced promptly, without hassle.

Q: I received an email indicating that the serial number of the item does not match

A: We keep serial numbers on all products we carry. Occasionally, our customers inadvertently return items that were not purchased at bigoutlet.com. In such a case, the item in question will be returned to the customer with a request to send the correct item.

Q: Does bigoutlet.com pay the return shipping cost for defective merchandise?

A: No, bigoutlet does not pay the return shipping cost for defective merchandise. We are not responsible for product defects, because we do not manufacture the products we carry. However, if you pay to send the item back to bigoutlet, we will replace the item and ship the replacement to you at no charge. Bigoutlet will employ every resource it has to ensure that your item is replaced promptly, without hassle.

Q: Does bigoutlet.com ship internationally?

A: Bigoutlet.com does not currently ship internationally; we only deliver to locations within the continental United States.

Q: When will my UPS package arrive?

A: Your UPS package cannot be scheduled to arrive at a specific time of day. UPS Ground packages are delivered anytime between 9:00 a.m. and 7:00 p.m., Monday through Friday. You can use your UPS tracking number to obtain up-to-date information about the status of your package.

Q: Why was a UPS InfoNotice left on my door?

A: A UPS InfoNotice was left on your door to let you know that a package delivery or pickup was attempted. Your UPS InfoNotice contains information to help you complete the delivery or pickup. If the packages were Signature Required, refer to boxes checked by your UPS driver on the UPS InfoNotice. If the UPS driver was able to leave your package at an alternate location, your UPS InfoNotice indicates where the package was left (for example, your garage or back porch). If a package pickup was attempted and you were not available, your UPS InfoNotice indicates the next pickup date and time.

Q: What time will UPS make its next delivery attempt?

A: If this was a first or second attempt, the next delivery attempt will be made on the next business day. Your UPS driver has indicated on the UPS InfoNotice the approximate time range within which the next attempt will be made.

Q: What is the purpose of the UPS InfoNotice barcode and barcode number?

A: The barcode on your UPS InfoNotice gives you easy access to your package delivery information. By entering this one number, you can track all your packages at UPS.com and receive additional information regarding future delivery attempts for your packages. To track your UPS InfoNotice on the Web, select Tracking from the UPS navigation bar and enter the UPS InfoNotice number as you would a tracking number. The UPS InfoNotice number is located at the bottom of the slip, just above the barcode.

Q: I will not be available to receive my package(s) when UPS returns.

A: There are several delivery options available. First, look closely at the InfoNotice to see if any instructional boxes are checked. Depending on the requirements of the shipper, you may be able to sign the back of the InfoNotice authorizing the driver to leave your package. Or, in the comments section of the note, you may write another address where the driver should take the package for delivery. You may also submit a Delivery Change Request using the UPS Web site. Enter your 12 digit InfoNotice number on the Tracking page to begin requesting a change of delivery. You may choose from the following options:• Reschedule Delivery: Reschedule a date for delivery at the original address. • Return to Shipper: Return your package to the shipper.

Q: How can I obtain additional support for my UPS delivery?

A: For additional information, please call the customer service telephone number listed on your UPS InfoNotice.

Q: What should I do if an item is missing from my order?

A: First, verify that you've received a box for each tracking number associated with your order. If all boxes have been delivered but you're still missing an item, check the packing material for small items. Please bigoutlet customer service if you're unable to locate an item.

Q: Does bigoutlet deliver to P.O. Boxes?

A: Bigoutlet does not ship to standard P.O. Boxes

Q: Why was my order sent in multiple packages when it all could have fit in one box

A: Bigoutlet may decide to package your items separately due to weight or size concerns. The most common reason why multiple boxes are used is for a single order is that bigoutlet uses multiple warehouse locations. If items are stocked in different warehouses, they cannot be boxed together.

Q: Do shipping costs decrease when there are multiple items in an order?

A: When you order multiple items together, your shipping cost is usually reduced, according to weight and size, safety and insurance required. Simply place all items you wish to purchase in the shopping cart, pick your state and method of shipping and apply the shipping calculator. You will be shown a total shipping cost that includes any applicable reductions. For certain items, due to significant shipping discounts already offered by Bigoutlet.com, the shipping will be added cumulatively, unless multiple items are purchased. Your shipping charge is always as per the website.

Q: How long is the waiting period before I am able to file a claim?

A: If your order was damaged, misdelivered or tampered with while in transit, please contact Customer Service within 2 business days of delivery. If your order was lost while in transit, please contact Customer Service within 7 business days of not receiving your order.

Q: Does my expedited shipping option ensure my order will be shipped on the same da

A: Unfortunately it does not. All orders are processed and shipped within our 1-2 business day processing timeframe, regardless of the shipping option selected. Although we do our best to ship out all orders the same day they are placed, and we manage it over 99% of the time, we can never guarantee same day shipping on any order. Processing time is not included in your shipping option, so an order shipped using next day air will arrive in one business day from the day it is shipped.

Q: Is there an extended warranty available for my product?

A: Yes, bigoutlet.com offers extended warranties for most of our products it sells on bigoutlet.com. Please contact a customer service representative for more details.

Q: How long is the warranty period for your refurbished products?

A: All our refurbished products come with 90 days manufacturer labor and part warranty.