Shippings and Returns
Thank you for visiting and shopping at bigroofus.com. Following are the terms and conditions that constitute our Shipping Policy.
Shipment processing time
All orders are shipped within 24 hours after the payment is processed. Once your order has shipped, we will provide you with a tracking number that will allow you to track your package.
Possible impact of COVID-19 on transportation:(choose the carrier for latest updates)Special Offer: Free Shipping For All Patio Products.
*Delivery is only available for orders with delivery addresses within the continental United States.
*These shipping times are calculated using calendar days and should be used as a general guide. Shipping delays may be caused by natural disasters, inclement weather, war, public holidays, and factors outside our control.
Exchanges and Refund
We accept returns and exchanges within 30 days of purchase (i.e., the date listed on your receipt).
If the product you received is broken, faulty, or if the incorrect item was shipped, please contact us, and we will process your return within 1-2 working days. If you are not satisfied with the product, you may also contact us, and we will process your request within 1-2 business days.
If a refund or replacement is required due to product quality problems, we will cover the cost of the return.
If you need to return or exchange for personal reasons, you will be responsible for paying the return and shipping cost.
If you have any questions or need help, please contact our customer service via email, and we will reply to you as soon as possible. (If you do not contact us and return the product without authorization, we will not be responsible for the loss of goods or authorize a refund).
Return and exchange process
1. Contact us through e-mail: support@bigroofus.com, describe the reason for the return.
2. A pre-printed return label will be sent to you after you contact the customer services team for your convenience.
3. Please send the product back to us as required. To avoid any extra charges, please include all original packing materials, manuals, complimentary gifts, and accessories with the product. All products must be returned sealed and in their original packaged condition.
4. Once your return is received and inspected; we will send you an email to notify you that we have received your returned item. We will also notify you if your request was approved or denied. If everything checks out, we will send out your expected exchange of goods or give you a refund within 1-3 business days. Please note; you will receive the refund in the original form of payment in approximately 5-7 business days.
For all refunds and shipping information, please refer to the previous Delivery section. For any further inquiries, you may reach us at support@bigroofus.com. We will get back to you within 1-2 business days.
Late or Missing Refund
If you haven’t received your refund, please recheck your bank account. Be sure to contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank; please note there is a processing time before a refund is posted. If you followed all of the steps above and still have not received your refund, please contact us at support@bigroofus.com. We will get back to you within 1-2 business day.