Shipping/Returns

Business Orders Shipping

For all “Ground” orders, Big Train will use “best method” and may use different carriers including but not limited to FedEx or UPS for example. If priority shipping methods are selected such as FedEx Express, FedEx 2 Day or FedEx overnight, FedEx will be the carrier. For special arrangements or if you need to expedite a shipment for an order over 200 pounds, please contact our customer service department. When completing the Shipping Details section of checkout, please provide any details or special requests in the Order Notes fields when checking out to assist our warehouse team with fulfilling your order. All orders will be updated in “My Account”.

Big Train does not ship online orders to other countries at this time. Overnight orders must be received by 11:00 a.m. Pacific Time in order to guarantee same day shipping. Most orders placed before 1:00 pm Pacific Time will be shipped same day or next business day. See below for details on returns. Note: At our discretion, Big Train may assess a Restocking Fee up to 25%.

Home Orders Shipping

For Home orders, Big Train uses FedEx for shipping in the United States (including Hawaii and Alaska) and limited US Territories only. Big Train does not ship online orders to other countries at this time. To inquire how to purchase Big Train products internationally, please contact Big Train customer Service at (800) BIG TRAIN (244-8724) or email us at info@bigtrain.com to be provided a list of distributors in your country.

If special delivery options are desired such as signature required or Saturday delivery, please contact us. (Additional fees may be required). Overnight orders must be received by 11:00 a.m. Pacific Time in order to guarantee same day shipping. Most orders placed before 1:00 pm Monday – Friday will ship the same day or the next business day. Big Train is closed on weekends and we observe the following holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day (and the day after), and Christmas Day.

Big Train offers FedEx SmartPost services for Home orders in the contiguous United States, certain US Territories (American Samoa, Guam, and Puerto Rico), P.O. Boxes, and military/government APO’s/FPO’s. SmartPost is a service by FedEx whereby final delivery is completed by the US Postal Service®. (For more information go to http://fedex.com/us/smartpost.) Please provide 2 – 7 business days for shipments within the United States and up to 10 business days for US Territories when selecting FedEx SmartPost.

Big Train ships from our west coast warehouse located in Southern California.

Returns

If you are not satisfied with your purchase from Big Train for any reason, please let us know within 30 days of original purchase date. Your satisfaction is our top priority.

Please keep these policies in mind:

• If you received a damaged item, please contact us within 5 days of receipt of merchandise.
• Returns require a Return Merchandise Authorization (RMA) number prior to returning any products to Big Train. Returns will not be processed without an RMA number and must be requested within 30 days of receipt.
• Shipping fees are non-refundable, unless Big Train made an error processing your order.

Need assistance? Contact one of our friendly customer service representatives Monday – Friday between the hours of 7:00 am – 4:30 pm Pacific Time at 800 BIG TRAIN (244-8724) or use our Contact Us form here http://bigtrain.com/contactus.aspx. We appreciate your business. Let us know if we can help.