Cancellations
If you want to cancel an order, simply log in "My Account" page and click the "Cancel Order" next to the purchase. You will receive a canceled order confirmation email shortly.
If your order has not been shipped, we will arrange a full refund. If the order is already in transit, we need to contact the shipping company to recall the order and arrange a full refund for you.
Please note: Any items delivered by trucks or USPS cannot be recalled. If the recall fails, refuse deliverly acceptance from UPS and Fedex upon the arrival of your products.
Refusal to deliver
If you reject your order at the time of delivery, please contact us that if we do not receive your rejection notice, the refund or exchange may be delayed.
If the item is rejected due to damage or defect, please send us a photo so that we can review and resolve the issue.
30-day guarantee
We want every item to be a perfect compliment for your home. You can request a return or exchange within 30 days after delivery if you feel the item doesn't satisfy your home decor. 30-day returns must with the original contents attached and with the original packaging; returned merchandise that does not satisfy these requirements may not qualify for a refund.
Some items cannot be returned:
* Special Priced Items
* Flash Deals
* Bundle discounts (unless the entire bundle is returned)
* Shipped by trucks
* Any item after 30 days from the delivery day
However, if your product is damaged or defective, these exceptions do not apply. In this case, please check bigtree Care, we will work with you to find the best solution.
After Unboxing
In order to avoid being rejected due to lack of packaging when you want to exchange or return, we ask our customers not to process the order box. Before you are sure that bigtree's products are suitable for you, we recommend that you fold the box flat and store it.
Returns
If you think your product is not suitable, you can return your product within 30 days from the date of delivery. To start a return, please visit My Orders and initiate a return request.
Please note: Please ensure that the product is brand new and unused. All returns must be made using the original packaging. If you do not have the original packaging on hand, you will need to pay an additional $45 repackaging fee for each item.
For most bigtree product returns, you will get a pre-paid return label that allows you to return the item to the bigtree warehouse. You can download the return label in the personal center.
If you want to return the goods in person, please email the return tracking number to ecom@bigtree-sales.com.
Please send all returns to:
bigtree
626-672-0048
Please note that bigtree is not responsible for the shipping costs for self-returns.
Once the item returns to our warehouse, our team will inspect it. If it is brand new, we will refund within 7 working days minus the return shipping fee (except for returns caused by quality problems).
bigtree Plus+ members can enjoy three free returns within 30 days of receiving their items. This means that after purchasing an item, if the product does not meet expectations or if there is any dissatisfaction, members can return it within 30 days, and for three of these returns, they will not have to pay any return shipping fees. Please note that the order must be placed during the active membership period.
Loss Items
If you suspect that your package is missing, please send an email to ecom@bigtree-sales.com to send the order number and tracking number to our customer service team so that we can initiate a lost package claim. This claim will help retrieve your lost or lost package. The process will take 7 days until the official confirmation from the shipping company can be received.
Refund
When you place an online order, we authorize your credit card to make sure sufficient credit is available. We can only issue refunds through the original method used to pay for the order. Depending on your credit card provider, it may take up to 10 business days for the refund to be reflected in your balance. If the original payment method is no longer available, we are happy to issue store coupons equal to the refund amount.
Delivery
We do not provide recycling or shipment services for old and second-hand furniture.