RETURN POLICY – 100% SATISFACTION GUARANTEED

We want you to be 100% satisfied with your Big Al’s purchases, and we’ve crafted our Return policy with that in mind. If for any reason you’re not completely satisfied with a product you purchased from us, simply return it within 60 days for a full product refund. Need some guidance along the way? No problem. Our friendly Customer Service team is standing by to address any questions or concerns you may have.

  • We accept product returns within 60 days of the order delivery date
  • An RA# (Return Authorization #) must be included with all returns
  • Returned products must be in new, unopened, and unused condition
  • All accessories, manuals, parts, warranty cards, etc. must be included
  • You will be responsible for return shipping costs of non-defective products

FAQ's

How do I return something that I purchased from Big Al’s?

If you are not 100% satisfied with your purchase from Big Al’s, you can return your item(s) for a full refund, including any associated shipping charges for defective products or products shipped in error. To begin the return process, please submit a request ticket here or call 1-888-824-4257 and ask for our Returns Department. One of our friendly and helpful associates will help you obtain RA# (Return Authorization #) and provide further instruction.

Are there any items for which you do not accept returns?

Big Al’s does not accept returns on books, videos, and tubing or backgrounds that are cut and sold by the foot.

How should I send returns back to Big Al’s?

All returns should be packaged in a manner which protects the product(s) from becoming damaged in transit, as we cannot issue refunds or credits for returned products that arrive damaged. We strongly recommend that you insure your package and that you select a return shipping method that provides a tracking number. Big Al’s will not assume liability for lost packages that are shipped to us or one of our manufacturers.

How long does it take to process a return?

All returns are subject to inspection by our Returns Department before processing, which can take up to 2 weeks (10 business days). Returns are inspected on a first come first serve basis, and are processed as quickly as possible.

How will my refund be issued?

Once your return is received and inspected, your refund will be processed and applied to your credit card or original method of payment. If you prefer to receive an online store credit, simply notify your Returns Department representative when obtaining your RA#.

Will my shipping charges/fees be refunded?

Big Al’s Online will happily refund shipping charges/fees for orders with defective products or products that were shipped in error (within 60 days of the original purchase date). Please note that we will not refund shipping charges/fees if the return is due to “buyer’s remorse” (i.e. you changed your mind about your purchase). Customers using PayPal may be eligible for their Return Shipping Refund Program. For more information, visit: https://www.paypal.com/ca/webapps/mpp/returnshipping.

What do I do if there is a discrepancy with my order? (e.g. missing product)

If you discover any discrepancies with your order, please contact our Customer Service team at 1-888-824-4257. One of our helpful representatives will provide support to rectify the issue as quickly as possible.

What do I do if I receive a defective product?

If you receive a defective product, contact our Customer Service team at 1-888-824-4257 for further instruction. If your product is found to be defective and is within the warranty period, Big Al’s will replace it at our expense and ship the replacement to you via UPS ground. Return shipping charges/fees for defective items will be covered by Big Al’s within 60 days of the purchase date. Beyond 60 days, customers will be responsible for return shipping charges/fees.

Big Al’s offers a 1 year hassle-free warranty on electrical products in addition to any manufacturers’ warranties. Please note that this warranty does not cover replaceable impellers or moving parts, as these items are subject to normal wear and tear. If you are unsure about how to maintain these parts, please contact our Customer Service team for support.

When returning a defective item, please be sure to keep your original invoice as proof of purchase, as well as any warranty certificates and product manuals that were included.

I ordered a product that appeared to be in stock on the website, but I have been informed that it is not currently available. What options are available to me?

While we do our very best to ensure that we maintain accurate inventory, we do encounter the odd discrepancy. In the event that the item you ordered is actually out of stock, you will have the following options available to you:

  1. We can hold your order and ship it out to you as soon as the product is back in stock.
  2. If you are unable to wait for our inventory replenishment, you can simply request that a refund be issued.
I refused my package. What happens now?

If you refuse your package, it will be returned to us. Once it has been received, we will issue you a full product refund or online store credit. For refused packages, initial outgoing and return shipping charges/fees will be deducted from your refund or online store credit.

Canada Post was unable to successfully deliver my package. What happens next?

If Canada Post is unable to deliver your package (only one attempt will be made), they will leave a delivery notice card to let you know where and when you can pick up you package. Canada Post will hold your package for 15 days before marking it “Return to Sender” and sending it back to us. If your package is sent back to us, you will be notified when it has been returned to our facility. At this point, you have two options:

  1. We can ship the package back to you at your cost (you will have to provide us with your credit card information in order to complete this request).
  2. We can issue you a refund. Please note that the original shipping costs will not be refunded, and the return shipping costs will be deducted from your refund

Please let our Customer Service team know which of these options you would prefer, and they will be happy to carry out your request.

I will not be home on the date my package is expected to be delivered. What can I do?

If you know ahead of time that you will not be home to accept your package, you can contact your local Canada Post office and request that they hold the package for you.

What do I do if my package has a status of “delivered” on the Canada Post website, but I have not received it?

Please begin by checking with your neighbours to be sure the package was not accidentally delivered to them. If they do not have it, please contact our Customer Service team at 1-888-824-4257. One of our helpful representatives will open a trace investigation with Canada Post to locate your missing package.

What do I do if I want my order delivered to a different address than I originally specified?

Canada Post does not offer an option to intercept/redirect packages mid-shipment, and they will therefore attempt delivery to the originally specified address. If Canada Post is unable to deliver your package (only one attempt will be made), they will leave a delivery notice card to let you know where and when you can pick up you package. Canada Post will hold your package for 15 days before marking it “Return to Sender” and sending it back to us. If your package is sent back to us, you will be notified when it has been returned to our facility. At this point, you have two options:

  1. We can ship the package back to you at your cost (you will have to provide us with your credit card information in order to complete this request).
  2. We can issue you a refund. Please note that the original shipping costs will not be refunded, and the return shipping costs will be deducted from your refund.

Please let our Customer Service team know which of these options you would prefer, and they will be happy to carry out your request.

I no longer want my package but it has already been shipped. How do I request that it be Returned to Sender?

Canada Post does not offer an option to intercept/redirect packages mid-shipment, and will therefore attempt delivery of your package. If you refuse your package, it will be returned to us. Once it has been received, we will issue you a full product refund or online store credit. For refused packages, initial outgoing and return shipping charges/fees will be deducted from your refund or online store credit.