What is your shipping protection?Updated 3 months ago
We do not offer refunds for any reason, all refunds/warranties will be issued as a store credit that can be applied to future order.
All fees paid for the Shipping Warranty are nonrefundable and non-transferable.
If you file a chargeback with your payment provider or bank, you will not be eligible for a refund under the Shipping Warranty.
This is not an insurance product and there is no offer of insurance directly to you when using this warranty. The election of the Shipping Warranty service is entirely optional to you at the time of purchase.
Big Jeff Online reserves the right to change the pricing and information of this service at any time. You are responsible for all taxes applicable to the delivery of your order, including sales tax, value-added tax, custom duties, and excise duties.
This offer holds no cash value. Qualifying orders are eligible for replacement only.
Addresses cannot be changed once the order for the warranty has been placed and must be the same as what is on the order.
In the event you receive your original package after filing a claim, please contact us and we can provide a return shipping label to return the additional item.
If a claim is filed outside or prior to the warranty time frame the claim will be denied.
If the customer’s package is delayed for whatever reason, Big Jeff Online will not cover it.
Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.
If the customer paid for expedited shipping but the package arrives outside of the expected window, Big Jeff Online will not cover it.
Shipping protection is only valid for orders delivered within the contiguous United States. Orders shipped to destinations outside the United States (including Alaska, Hawaii, and U.S. territories) are not covered under our shipping protection policy.
Damaged Items Policy
We will need photos of the condition of the product, photos of the interior and exterior condition of the shipping box or packaging that the product came in.
We must receive all the above information and photos upon filing the claim or else the claim will be denied.
A damaged item is considered a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.
Order issues for packages that were damaged upon delivery must be filed no later than 7 days after the scheduled delivery date.
Big Jeff will cover the order and issue a replacement if the damaged item is in stock, if the product is no longer in stock a store credit for the value of the undelivered package will be issued to you within 24 to 48 hours.
Lost Items Policy
Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days of the last scan and no later than 14 days after the scheduled delivery date for United States domestic shipments. This includes Alaska, Hawaii, and US territories outside the continental 48 states.
We understand the frustration and disappointment it feels when you see on your tracking and go to look for the order it is not there. What we recommend doing is checking with your neighbors to see if maybe the package(s) have been dropped off at their doorstep. Sometimes the carriers also pre-scan a shipment as delivered when it may be delivered within the next 24 hours. We also recommend checking any accessible cameras to see what may have occurred. If you have done this and still do not have the order, please proceed to file your claim for lost/stolen package. Depending on the outcome of the case, we may issue store credit or replacement.
Stolen Items Policy
Our shipping protection covers packages marked as delivered, excluding those left behind gates or in enclosed areas. If you suspect theft, file a claim within 48 hours of delivery, providing a police report within 72 hours. Upon approval, If the item is in stock, we will reship it; otherwise, we will issue a store credit. For further assistance, contact our customer support team.
Invalid Address or Delivery Barriers
Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to us. The customer’s package is not actually lost; thus, the shipping warranty does not cover this.
Big Jeff does not cover packages labeled return to sender because the order has been sent back to the retailer. Items are returned to the sender when a customer provides an invalid or undeliverable address or refuses a delivery.
Only Part of the Order Delivered
If a single order is being shipped in multiple packages and one package does not arrive, Big Jeff will cover the order issue and reorder or if the product is no longer in stock an in-store credit of the value of the undelivered package will be issued to you.
We will need photos of the interior and exterior condition of the shipping box or packaging that the product came in. We will also need photos of the products that you received as well.
We must receive all the above information and photos upon filing the claim or else the claim will be denied.
Did Not Receive My Order
Order Stuck in Customs
Big Jeff cannot cover when a customer’s order is stuck in international borders/customs.
The customer’s next step is to pay the customs fees to receive the package.
Order Marked As Unfulfilled or Unshipped
If the customer’s order is marked as unfulfilled, shipping label created, or unshipped, the order hasn’t been fulfilled yet by us (we could be low on inventory of the items, internal delays with the fulfillment center, etc.).
The shipping warranty is not yet in action because the order has not shipped.