Will I get a tracking number when my package ships out?
Big Al's will send you a tracking number for your package via e-mail once the package has been shipped. Please make sure you have provided the correct email address when placing your order to ensure its delivery.
How will Big Al's ship my order?
Big Al's uses Canada Post to ship your product to you.
What happens if an item I order is out of stock?
Big Al's works hard to keep everything we sell well stocked, but due to manufacturing problems or other unforeseen issues we do run out of stock.
If you have ordered an item that is out of stock, and is $10.00 or more, we will automatically back order the item and ship the rest of your order out; the backordered item will be shipped out as soon as we get it in stock.
If the item is under $10.00 we will take the item off the order and ship it out so we do not hold your order from being shipped out.
Does Big Al's have any extra charges for heavier items?
Due to the extra weight of some products we carry, we are unable to offer them under our normal shipping rates. These items are classified as Heavy Weight Items; they fall under their own shipping rates. These charges are calculated based on the weight of the product and the location you are shipping to. These rates are calculated in the shopping cart so you will know before you purchase them.
I'd like to request that my order be signed for at the door but I do not see that option in the Cart. How can I request this?
Please call the customer service line at 1-888-824-4257 right after you place your order. We will be happy to let our shippers know to adjust your shipping label information accordingly.
Does Big Al's ship to PO Boxes, APO or FPO addresses?
Currently Big Al's and our shipping partner Canada Post does service PO Box addresses.
What type of Payments does Big Al's Offer?
Big Al's accepts PAYPAL, VISA, MASTERCARD, AMERICAN EXPRESS, and DISCOVER Credit Card. We also accept Money Orders and Purchase Orders from Government and Educational Institutes. To order using a Money Order or a Purchase Order please call our customer care call center at 1-888-824-4257.
When will my Credit card be charged for the order?
Big Al's complies with all financial regulations and only charges your credit card once the order has been shipped. When an order is placed we authorize your credit card for the amount of the order, then hold this amount until the order ships.
I want to add an item I forgot to my order after I placed it, how can I do it?
After an order has been placed we are unable to add products or modify that order due to the authorization attached to the order from the credit card company. We may be able to cancel the order and place a new order with the missing product on it, if the order has not been processed. Please call us immediately at 1-888-824-4257 if an order has been placed and there needs to be a correction or addition made to it. Do not email us if you need to add or correct an order, we will not be able to insure we can get to the email before your order has been processed.
I placed an order and I need to cancel it.
Please call us right away if you wish to cancel an order, we can cancel an order if it has not been processed. If an order has already been processed you will have to return the package to us once you have received it. Do not return any orders to Big Al's with out receiving a Return Authorization Number from us; you may receive a Return Authorization Number from one of our Customer Care Representatives at 1-888-824-4257.
I want to use my VIP points on my order?
When you go through the check out you are able to redeem your VIP points toward your order total, use the slider selection to select the amount of points you would like to apply to the order. VIP points can be applied in the shopping cart.
I have a Coupon for a discount how do I use it?
A coupon code maybe redeemed at check out by entering the coupon code in the coupon code box before you submit your order, and the discount will be applied to the order. If you are placing an order by phone, please let the Customer Care Representative know before you place the order.
Will I be required to sign for my order?
In most cases you will not be required to sign for your order unless a signature is specifically requested. Canada Post reserves the right to make a delivery without a signature. However, there are some exceptions. If the order is being delivered to an apartment complex or there is not a safe place for the package to be left, the driver may ask for a signature. A signature may also be required if the delivery area you live in has been deemed a "high package theft" area by Canada Post, then a signature will be required.
How many times will Canada Post attempt to deliver my order?
Canada Post will make one to three delivery attempts depending on the carrier. After the first/third failed delivery attempt Canada Post will mark the package 'Return To Sender'. If that happens, you will be contacted by e-mail and be required to pay for the shipping again if you choose to have your order reshipped. If Big Al's is notified of an issue regarding the delivery of your order, we will notify you by e-mail. Please make sure your e-mail address is correct and up to date.
I've just realized that my shipping address is incorrect and my order has been submitted. How do I change the address?
Please call the customer service line right away at 1-888-824-4257. If your order has not been shipped we will do our best to get the address corrected before it leaves. If your order has shipped, we can still change the address but there will be a $12 delivery intercept fee per package charged by Canada Post. Please have your credit card with you when you call.