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FAQ


Remember: As ALL our items are handmade, it's possible that you only get your Tracking information 5-10 days after placing a purchase.

 

EXCEPTION: During the Month Of January and February our deliveries will take on average 3-6 weeks for all Countries, we apologize for the inconveniences.

Estimated delivery time to the US: 15-20 days

Estimated delivery time to Australia: 15-20 days

Estimated delivery time to Canada: 16-26 days

Estimated delivery time to Europe and other countries: 3-5 weeks

If you have any questions or concerns regarding your order email us at info@bigfamilystore.com via the contact form below and we'll get back to you within 24 hours.



TRACKING FAQS

Q: I'VE RECEIVED CERTAIN ITEMS, BUT NOT ALL ITEMS FROM MY ORDER?

We ship our products from different warehouses around the world, and always do our best to ship your items from the closest warehouse to your location. However, this might mean that some items arrive on different dates than others, as they are shipped from different warehouses. We are constantly working on stocking up our warehouses with as many products as we can, but you can probably imagine this is not always possible with 200+ products and 3 warehouse locations. Rest assured, you will get all your items.

Q: WHY ISN'T MY TRACKING NUMBER WORKING?

Often, tracking numbers will only function on domestic orders, as foreign postal systems will not update the location of the package in our carriers' systems. International shipping usually takes between 2-4 weeks, so you can estimate that it will take about that long from the time your package ships until you'll receive it. If your order is domestic and the tracking number doesn't work, please let us know so we can make sure that your items were properly shipped.

Q: THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY ORDER?

All domestic delivery issues become the responsibility of USPS once it’s been shipped from our warehouse or suppliers. You can contact USPS at (800) 275-8777 to locate your package at your local post office.


Q : I ordered 2 weeks ago and I didn’t receive my order, what’s happening?

Since we’re still a small store it’s not unusual to have our deliveries take 3 weeks or more depending on which country you live in. We try our best to send your order ASAP with the resources we have.

If you would like to track your parcel and can’t find your tracking number, email us and we will help you right away. 

Our slowest months in terms of deliveries are December, January, and February.

(We usually reply to emails and messages within 0-9 hours)

 

Q: My item arrived damaged what can I do?

We pride ourselves in offering world-class customer service for our beloved customers.

If your item arrived damaged, send us pictures by email at info@bigfamilystore.com so we can help you out! The pictures you take are very valuable for us to improve our products.

We would be pleased to send you a replacement if there’s a problem with an item.

  

 

We value each of our customers and we try our very best to keep you all happy.

Please reach out to us if needed at :

info@bigfamilystore.com

or use the contact form below.