Bigtent Outdoor Equipment Ltd. ships from our warehouses in Canada and the United States, with inbound stock arriving from our brand partners in South Korea. Delivery times, duties, and return procedures vary depending on the shipping origin and destination.

Please review this policy carefully before placing your order.

1. Shipping Schedule & Delivery

1-1. Order Processing

Orders are processed and fulfilled Tuesday through Friday, excluding statutory holidays.

Orders begin processing shortly after they are placed. Cancellations and changes are only possible by 7:00 PM PT on the next Bigtent business day after your order is placed, and always before your order ships. Bigtent business days are Tuesday through Saturday, 10:00 AM – 7:00 PM PT, excluding statutory holidays. See our Cancel, Return & Exchange Policy.

1-2. In-Stock Items — Estimated Delivery Time

Items held in stock at our Canada or USA warehouse.

Delivery times vary with destination, customs clearance procedures, and carrier performance.

1-3. Preorder & Inbound Items (Ocean and Air Freight)

Some items are not held in North American stock and are brought in from our brand partners in South Korea on scheduled ocean or air freight. These items are marked Preorder on the product page, with an estimated arrival date shown.

How an inbound order reaches you:

1. Your order is allocated to the next available cargo departure. Each shipping mode has a fixed cargo cut-off date.
2. The shipment travels to our North American warehouse by air or ocean freight.
3. The shipment clears customs and is received into our warehouse.
4. Your order ships domestically and follows the delivery times in section 1-2.

Estimated inbound transit, from cargo cut-off to availability at our warehouse:

Inbound schedules depend on carrier space, port and airport congestion, and customs clearance, and can shift without notice. The dates shown on the product page are estimates, not guaranteed dates. We will notify you by email if your estimated date changes materially.

If a brand partner’s stock becomes unavailable after your order is placed, your order may be postponed or cancelled — see Section 2 of our Cancel, Return & Exchange Policy.

1-4. International Delivery (Outside Canada and the United States)

Orders shipping to destinations outside Canada and the United States are sent from South Korea by one of two services, selected by item size, weight, and destination:

Please note for international orders:

• These orders are Delivered Duty Unpaid (DDU). Customs duties, brokerage or clearance fees, and local taxes are payable by you to your customs office or carrier before final delivery. Sales tax is not collected at checkout.
• Sea Parcel is a surface service. Transit can exceed three months during peak season or when customs clearance is delayed, and long gaps between tracking scans are normal. Please choose this option only if you are comfortable with an extended and variable delivery window.
• Size, weight, and battery or fuel restrictions may make some items ineligible for international shipping.
• Return shipping from outside Canada is at the customer’s expense and can cost significantly more than the original shipping. Please review your order carefully before checkout.

1-5. Tracking & Notifications

Once your order ships, you will receive a shipping confirmation email including order details, a tracking link, and an estimated arrival date. You can track your order status in real time.

For inbound (preorder) shipments, tracking is issued once the shipment has been received at our Canada or USA warehouse and your parcel departs — not while the freight is in transit from South Korea.

2. Duties, Taxes, and Import Fees

Canada & United States Orders (DDP)

All orders shipped to Canada or the United States — including items brought in from South Korea — are processed as Delivered Duty Paid (DDP), meaning applicable import duties are already included in your checkout total and no additional duty payment is required upon delivery. This applies to all items regardless of shipping origin.

Countries Outside North America (DDU)

Orders shipped to destinations outside Canada and the United States are processed as Delivered Duty Unpaid (DDU), where customers may be required to pay customs duties, brokerage or clearance fees, and local taxes directly to their customs office or carrier before final delivery. Bigtent does not control or pre-calculate these fees. Sales tax is not collected at checkout.

3. Shipping Package Protection (OrderProtection™)

We strongly recommend OrderProtection Package Protection for all deliveries.

If OrderProtection Package Protection is deselected at checkout, Bigtent Outdoor Equipment Ltd. assumes no liability for packages that are lost, damaged, or stolen.

For more details on OrderProtection’s coverage and policies, please visit:
https://orderprotection.com/for-shoppers#help

OrderProtection provides:

• Coverage for lost, damaged, or stolen packages
• Fast claim resolution & 24/7 support
• File A Claim
• How it Works
• FAQ
• Privacy Policy

*Customers ordering for showroom pickup should remove OrderProtection at checkout.

4. Shipping Destinations

We ship to all provinces in Canada, most U.S. states, and select international destinations. If your country does not appear in the country dropdown on our website, please contact Support Chat to confirm availability.

Regions with Additional Shipping Fees

Additional fees may apply for remote or hard-to-access regions, such as:

• Canada: Yukon, Newfoundland, and certain rural or remote areas
• United States: Alaska, Puerto Rico, Hawaii, and other non-contiguous regions

We can provide details on any additional fees by email after checkout upon request.

Countries We Cannot Ship To:

Afghanistan, Andorra, Ascension Island, Belarus, British Indian Ocean Territory, Kosovo, Russia, São Tomé & Príncipe, Sudan, Tristan da Cunha, U.S. Outlying Islands, Ukraine, Venezuela, Nepal, Tajikistan, Turkmenistan

5. Address Restrictions

We are unable to ship to certain countries and address formats. Please ensure your address is complete and valid to prevent order delays.

Invalid or Incomplete Addresses:

• Non-English characters (e.g., Korean, Chinese, special symbols)
• Missing or incorrect postal/ZIP codes
• Address lines exceeding the maximum limit of 35 characters
• Unrecognized or unverifiable addresses
• PO Boxes and APO/FPO addresses are not supported for most shipments, including international shipments

6. Address Change After Shipment

Once you have received a shipping confirmation, we are generally unable to change the delivery address. In some cases you may be able to contact the carrier directly with your tracking number and redirect the parcel to a local pickup point. Any costs associated with re-consignment, holding, or re-delivery are the customer’s responsibility.

7. Taxes by Province/Territory (Canada)

Bigtent Outdoors collects applicable taxes based on shipping destination.

8. Order Pickup (Showroom)

Orders may be picked up during business hours from:

📍 904 Sherwood Ave, Coquitlam, BC V3K 1A6, Canada

Business Hours: Tue–Sat, 10:00 AM – 7:00 PM PT

Pickup eligibility varies depending on product type and stock location, and pickup availability will be indicated at checkout.

Shipping fees will be refunded upon pickup.

9. Free Shipping

Free shipping will be automatically applied or shown to eligible orders at checkout.

• Canada: Free shipping on orders of CAD $300 or more (before tax & fees).
• USA (excluding Alaska, Hawaii, Puerto Rico, and the Marshall Islands): Free shipping on orders of USD $300 or more (before tax & fees).

Exceptions: the following products are excluded from the free shipping offer due to size, weight, or shipping requirements:

A. Bulky or heavy items, including but not limited to: Single Action Table – Renewed, Extension IGT, Takibi Garden Table, Giga Sun Heater

B. Other large-format gear (e.g., IGT accessories)

C. Items on sale or discounted

D. Preorder items shipped by air freight, where an express air surcharge applies

Terms and Conditions:

• Free shipping offers are subject to change and may vary based on promotional periods.
• Orders that qualify for free shipping will be shipped using our standard shipping method. Expedited shipping options are available at an additional cost.

10. Questions

If you have any questions, reach out via Support Chat.

Last updated: September 6, 2026

Free shipping will be automatically applied or shown to eligible orders at checkout.

• Canada: Free shipping on orders of CAD $300 or more (before tax & fees).
• USA (excluding Alaska, Hawaii, Puerto Rico, and the Marshall Islands): Free shipping on orders of USD $300 or more (before tax & fees).

*Please check the exceptions below

Exceptions:

The following products are excluded from the free shipping offer due to size, weight, or shipping requirements:

A. Bulky or heavy items, including but not limited to:

• Single Action Table – Renewed
• Extension IGT
• Takibi Garden Table
• Giga Sun Heater

B. Other large-format gear (e.g., IGT accessories)

C. Items on sale or discounted

D. Preorder items shipped by air freight, where an express air surcharge applies

Terms and Conditions:

• Free shipping offers are subject to change and may vary based on promotional periods.
• Orders that qualify for free shipping will be shipped using our standard shipping method. Expedited shipping options are available at an additional cost.

For any questions or additional information, please contact our customer service team via Support Chat.

Claim Window — At a Glance

All post-delivery requests — returns, exchanges, and damaged or defective item claims — must be submitted through our Support Chat within 15 days of the delivery date.

“Delivery date” means the date the carrier records your shipment as delivered, as shown in your tracking history. If your order arrives in more than one parcel, the 15-day window is counted separately for each parcel from its own delivery date.

Requests received after 15 days cannot be processed as a return or refund. Manufacturing defects reported after this window are handled under the manufacturer’s warranty — see our Warranty Policy.

1. Cancellations & Order Changes

Orders begin processing shortly after they are placed. To cancel or change an order, contact us through Support Chat by 7:00 PM PT on the next Bigtent business day after your order is placed, and always before your order ships.

Bigtent business days are Tuesday through Saturday, 10:00 AM – 7:00 PM PT, excluding statutory holidays. Our team is sometimes available outside these hours, but requests received outside business hours are reviewed at the start of the next business day and are not guaranteed to be actioned sooner.

Orders are picked and shipped Tuesday through Friday, often on the first business day after they are placed. If your order has already shipped, cancellation is no longer possible even if you are still inside the window above, and your request becomes a return. Please contact us as early as you can.

Choose your refund method:

• Store credit — full refund, no deductions.
• Original payment method — full refund less the non-refundable 3.5% payment transaction fee. May take up to ten (10) business days depending on your financial institution.

Address changes: once you have received a shipping confirmation, we are generally unable to change the delivery address. In some cases you may be able to contact the carrier directly with your tracking number and redirect the parcel to a local pickup point. Any re-consignment, holding, or re-delivery fees charged by the carrier are the customer’s responsibility.

2. Orders Delayed or Cancelled Due to Supplier Stock

Many of the brands we carry are produced in limited runs by our partners in South Korea, and some items are ordered in after your purchase.

After your order is placed, a brand partner’s stock may turn out to be unavailable, backordered, or discontinued, or a production or freight schedule may move. When that happens we may need to postpone fulfillment or cancel the affected items.

If this affects your order:

1. We will notify you by email as soon as we confirm the change, with a revised estimated ship date.
2. You may choose to wait for the revised date, swap for an available item, or cancel the affected items.
3. If we do not hear back from you within 7 days, we will hold your order and continue to update you.

Cancellations of this type are not customer-initiated. They are refunded in full to your original payment method with no transaction fee deduction, and any shipping charges paid for the affected items are refunded as well.

Estimated ship dates shown on product pages and at checkout are estimates based on our partners’ current schedules. They are not guaranteed dates.

3. Returns After Delivery

Return Guidelines

1. Return requests must be submitted through our Support Chat within 15 days of the delivery date.
2. Return labels (if issued) must be used within 7 days of issuance. Expired labels may require reissuance at the customer’s expense, depending on carrier fees.
3. Sale items are final sale and cannot be refunded.
4. Orders shipping to destinations outside of Canada are subject to international return fees, which can be significantly higher. To avoid inconvenience, please review your order details before completing checkout.
5. All returns must be shipped to our Coquitlam, BC warehouse.
6. If returning from outside of Canada, additional processing time of up to 15 business days may be required after arrival at our warehouse due to coordination with shipping carriers.

Refund Amount

The refund amount depends on:

1. Product condition upon inspection

2. Applicable non-refundable costs, such as:

• Payment transaction fee (3.5%)
• Original shipping cost
• Return shipping cost to our Coquitlam, BC warehouse
• Any cross-border fees charged by the government or the carrier (if applicable)
• OrderProtection Package Protection cost

Please allow time for our team to inspect the returned product and calculate the final eligible refund amount. Items damaged due to improper packaging during return transit may receive a reduced refund or become ineligible for refund.

Return Procedure

To initiate a return:

1. Submit a Return Request
   Contact us through Support Chat within 15 days of the delivery date. Include clear photos of the items and their packaging so we can assess their condition and give you an accurate estimate of your potential refund.
2. Wait for Approval
   Once your request is reviewed and approved, you may receive a return shipping label and detailed return instructions.
3. Repack the Item
   Carefully repack the item in its original packaging. Make sure all original contents (manuals, accessories, tags) are included. The product must be in new and resalable condition.
4. Attach the Return Label
   If a return label was issued, it must be used within 7 days of issuance. Expired labels may incur additional costs, which become the customer’s responsibility.
5. Ship the Package
   Drop off the return package at the designated carrier’s location as instructed.
   Note: We are not responsible for items lost or damaged during return transit. Please keep your tracking information until the return is complete.
6. Inspection & Refund
   Once we receive and inspect your return, we will notify you whether your request is approved or rejected. Approved refunds are issued to your original payment method and may take up to ten (10) business days, depending on your financial institution. International returns may require additional time due to customs clearance or carrier delays.

Exceptions / Non-Returnable Items

Certain products are not eligible for return due to their nature, condition, or fulfillment method. Items fulfilled internationally, special-order products, and products with signs of use may be subject to stricter limitations or reduced refundable value.

The following cannot be returned or refunded:

• Items marked as final sale or discounted
• Customized or hygiene-related products
• Requests submitted after the 15-day window from the delivery date
• Items showing signs of use, wear, or damage
• Unauthorized returns sent without approval

4. Exchanges After Delivery

To switch to a different product after delivery, complete the return process for your original item within 15 days of the delivery date and place a new order.

Exchanges are processed as a return followed by a new order to keep inventory accurate and fulfillment consistent across our shipping locations. See Sections 1 and 3.

5. Damaged or Defective Items

If your item arrives damaged or shows a manufacturing defect, contact us through Support Chat within 15 days of the delivery date. Include your order number and clear photos of the issue so our team can assist you promptly.

Please note the following:

• Manufacturing defects or functional issues not caused during transit are handled through the manufacturer’s warranty. Our team can help initiate this process. Warranty coverage runs for the full warranty period and is not limited to the 15-day window — see our Warranty Policy.
• Transit-related damage (e.g., crushed packaging, broken components) is covered only if you opted in to OrderProtection Package Protection at checkout. If OrderProtection was deselected, Bigtent Outdoor Equipment Ltd. is not liable for issues such as damage, loss, or theft during shipping.
• Transit damage and loss claims are filed with OrderProtection and follow OrderProtection’s own claim deadlines, which may differ from our 15-day window. Please file as soon as you notice an issue.

We strongly encourage reviewing our Shipping Protection section before completing your order.

6. Questions

If you have any questions, reach out via Support Chat.

Please have the following information ready:

• Your order number
• Supporting documentation (e.g., photos in the case of a refund or exchange)
• The reason for your request

Last updated: September 6, 2026

We want to ensure that you are happy with your shopping experience. With that said, Bigtent will attempt to price match your purchase if a competitor offers it at a lower price.

Price Matching

If you find a lower price for the same product before making your purchase, please send us the product page (URL link), and we will attempt to match its price. Contact us via Support Chat.

• Price matching applies only to Canadian websites.
• Clearance and seasonal sale prices are excluded.
• The price match is based on the total cost, including product price and shipping fees.
• The product must be identical and in stock.
• Price matches are not eligible if the price difference is due to variations in shipping methods, import costs, or freight logistics.

This does not apply to price differences from the source of our website. It may take a few days for price adjustments to be reflected on Google Shopping.

Price Protection

• If one of our products has a price drop within 7 days of purchase date, contact us via **Support Chat** with your original order number.
• Bigtent Outdoors will create a Store Credit (a coupon code) for the difference in price, excluding taxes and shipping.
• Store Credit cannot be used in combination with other coupon codes.
• Store Credit will expire in 60 days after activation.
• Price Protection does not include Clearance sales, Holiday sales, Black Friday, and Flash sales events such as Summer sale, or any price changes resulting from adjustments to our shipping structures, shipping methods, or international import logistics.

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from bigtentoutdoor.com (the “Site”).

We are committed to protecting your privacy and complying with all applicable data protection laws, including but not limited to Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA), the EU’s General Data Protection Regulation (GDPR), and the California Consumer Privacy Act (CCPA), as amended by the California Privacy Rights Act (CPRA).

We handle your personal information with transparency, fairness, and respect for your privacy rights as required under Canadian and international laws.

Personal Information We Collect

When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device.

As you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and how you interact with it. We refer to this as “Device Information”.

We collect Device Information using:

• Cookies - data files placed on your device (learn more or disable at http://www.allaboutcookies.org)
• Log files - track actions and collect IP address, browser type, ISP, referring/exit pages, and timestamps.
• Web beacons, tags, pixels -  electronic files that record browsing behavior. 

When you make or attempt to make a purchase, we collect certain Order Information, such as your name, billing/shipping address, payment details (credit card, Paypal), email, and phone number.

“Personal Information” in this policy includes both Device Information and Order Information.

For CCPA Purpose

In the past 12 months, we have collected:

• Identifiers (e.g., name, email, IP, phone number)
• Customer record information (e.g., address, payment info)
• Commercial information (e.g., purchases, browsing history)
• Internet/electronic network activity
• Geolocation data (approximate)
• Inferences from personal information (preferences/interests)

We do not collect sensitive personal information such as social security numbers, driver’s licenses, or racial/ethnic data unless voluntarily provided.

How We Use Your Personal Information

We use your information to:

• Fulfill orders and provide confirmations/invoices
• Communicate with you
• Screen orders for potential risk or fraud
• Provide marketing or promotional updates (when consented)
• Improve and optimize our Site through analytics and advertising performance tracking

Legal Bases for Processing (GDPR & PIPEDA)

For residents of the EU and Canada, we process information under:

• Performance of a contract (e.g., fulfilling orders)
• Legitimate interests (fraud prevention, analytics, marketing)
• Consent (marketing emails, non-essential cookies)

For Canadian residents, we obtain your consent before collecting, using, or disclosing your personal information, except as otherwise permitted by law.

Sharing Your Personal Information

We share your information with trusted third parties as needed:

• Shopify (e-commerce platform): Shopify Privacy Policy
• Google Analytics (site analytics): Google Privacy Policy
• Service providers (payment processors, shipping companies, marketing tools)
• Professional advisors (lawyers, accountants)
• Government authorities (when legally required)

We do not sell or share your personal information for cross-context behavioral advertising under CCPA/CPRA.

Cross-Border Transfers (Canada)

Your personal information may be transferred to and stored on servers located outside of Canada, including in the United States or other countries where our service providers operate.

While these jurisdictions may have different data protection laws, we ensure that appropriate safeguards and contractual protections are in place to maintain a level of protection comparable to that required under Canadian law (PIPEDA).

Behavioral Advertising

We use your information for targeted advertising that may be relevant to your interests.

Learn more about how targeted ads work at Network Advertising Initiative.

Opt-out options:

• Facebook Ads Settings
• Google Ads Settings
• Bing Personalized Ads
• Digital Advertising Alliance Opt-out Portal

Do Not Track

We do not alter our data collection or use practices when we detect a “Do Not Track” signal from your browser.

Your Rights

Canadian Residents (PIPEDA)

If you are a resident of Canada, you have the right to:

• Access personal information we hold about you
• Request correction of inaccurate or incomplete information
• Request deletion or anonymization of information when no longer needed, subject to legal obligations

To exercise these rights, contact us using the details below.

We will respond within 30 days, as required by PIPEDA.

If you are unsatisfied with our response, you may contact the Office of the Privacy Commissioner of Canada (OPC) at https://www.priv.gc.ca.

European Residents (GDPR)

You have rights to access, rectify, erase, restrict, object to processing, data portability, and withdraw consent.

We may transfer data outside Europe (e.g., to Canada or the U.S.) with appropriate safeguards such as Standard Contractual Clauses.

California Residents (CCPA/CPRA)

You have the right to know, delete, correct, and opt-out of the sale or sharing of your information.

We do not sell or share personal data, but you may still submit requests through our opt-out link or contact us below.

Requests are verified and answered within 45 days (extendable by another 45 days).

Data Retention

We retain Order Information as long as necessary to fulfill purposes described here or as required by law (e.g., tax compliance).

Generally, order-related data may be stored for up to 7 years.

We retain personal data in line with PIPEDA and other applicable laws.

Currency Conversion

By using our site, you consent to third parties processing your IP address to determine your location for currency conversion.

Your selected currency is stored temporarily in a session cookie and removed when you close your browser.

Changes

We may update this Privacy Policy from time to time for operational, legal, or regulatory reasons.

All updates will be posted here with the effective date.

Last updated: October 24, 2025

Contact Us

For questions, complaints, or privacy requests, please contact us via chat

Mobile Terms of Service

Bigtent Outdoor Equipment LTD.

Last updated: June 3, 2026

The Bigtent Outdoor Equipment LTD. mobile message service (the "Service") is operated by Bigtent Outdoor Equipment LTD. (“Bigtent Outdoor Equipment LTD.”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.

By consenting to Bigtent Outdoor Equipment LTD.’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Bigtent Outdoor Equipment LTD. through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).

You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Bigtent Outdoor Equipment LTD.. Your participation in this program is completely voluntary.

We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.

You may opt-out of the Service at any time. Text the single keyword command STOP to +18555335583 or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Bigtent Outdoor Equipment LTD. mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.

For Service support or assistance, text HELP to +18555335583 or email support@bigtentoutdoors.com.

We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.

The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.

We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.