- Returns & Exchanges/Damages Policy
Returns & Exchanges/Damages Policy
Return, Exchange & Warranty Policy
Parts: We offer parts for every item we sell and most parts are under warranty through our various suppliers. This is for our customers only who purchased a vehicle on BigToysGreenCountry.com. Customers are responsible for replacing parts if any are needed.
Shipping Damage: Please DO NOT refuse any package even if the box or product seems damaged. If a package is refused and returned, our suppliers will not be able to send a replacement product. Your order will be cancelled and refunded, and the shipping costs may be taken out of your refund amount. Please contact us immediately with PHOTOS (no later than three days after delivery) for further instructions. To process the exchange on damaged items you MUST keep the original box and all packaging. DO NOT assemble the product until we assess damage photos or it will be considered user damage. We have access to 99% of parts for every item we sell. In most cases, the supplier will be able to send the part that received shipping damage so it will not warrant for a return. In most cases, the supplier will return and replace your item with the exact same model in the event of shipping damage where parts cannot be replaced. Keep in mind the products we sell are large, heavy toys. Minor blemishes or rub marks in the plastic bodies and chrome dipped components are normal due to the shipping process.
Ride on Product Warranty and Returns: We have expert support ready via phone and email, along with support videos and access to parts. In rare situations that we are not able to troubleshoot an issue via phone or email, you may be required to send the item in for a warranty claim. Please follow directions below.
Note: We CANNOT accept any return for a refund or exchange later than 90 days from the original purchase date.
In certain situations that an item needs to be returned, please simply follow instructions below.
- Please DO NOT ship any products until you receive an E-mail with return instructions.
- Please E-mail us at firstname.lastname@example.org. Include the order date, product name, reason for return, your name, address and telephone number to receive an RMA (Return Merchandise Authorization).
- In the event an item is to be returned, all items must be returned freight/shipping paid by the customer. You may also incur a 20% restocking fee.
- We recommend that you ship your returns via insured mail/freight for protection against loss or damage.
- Upon arrival of the item and completion of our inspection, a refund or replacement will be processed.
The following conditions are not covered by the supplier warranty policies.
- Failure to follow the minimum maintenance requirements on gas powered items.
- Modification of any kind. (Cool stickers are OK)
- Items that have been closed out/refunded as damaged by shipper where parts can't be replaced.
- Damage caused by an accident.
- User damage of any kind.
- Unit being used for commercial or rental use.
Note: Damaged gears inside any gearbox are not covered under warranty as they are considered user damage. Many different factors could cause them to be damaged or stripped, such as; exceeding the weight limit of the toy, running into a curb/large object or rough terrain, or strenuous steering with the steering wheel. Plastic gears can be purchased from us, or we can direct you to purchase the correct part. If the issue is a locked up or non-working motor, the motor can be returned for warrantied support.
Go-karts purchased through Big Toys Green Country come standard with a 3-month parts warranty through the supplier. The warranty period will begin on the date you receive your vehicle. (Note: Customer must be able to perform general maintenance such as adjusting brakes, chain tension, etc., and must be capable of changing out parts themselves.)
The following is a list of items not covered by the supplier warranty policy; Brake pads, tires, body panels, fuses, light bulbs, chains, spark plug, belts, batteries.
Note: Our suppliers do not accept returns based on buyer’s remorse due to large items and high shipping cost. Please make sure you are satisfied and have gathered all details before you purchase any item. For example; all items on the site display the size and recommended age, along with video showing the product in detail. (Product details are subject to change depending on manufacturing updates.)
Explanation of Free Shipping: All the items on our site state free shipping. This makes it simple so there is one flat rate price for a product. We as a company do have to pay shipping and it is calculated into the overall price of the item.
Larger Priced Products: In some cases with high-ticketed items, a wire transfer may be required for payment.
Cancellation Policy: Due to the size of the items we sell it is usually not possible to cancel an order that has been placed and has gone into processing. We are NOT able to cancel most orders. In the case that we ARE able to cancel an order, all costs that may arise because of the cancellation after or before item is shipped must be paid in full by customer. If the order is canceled at any time, there will be an automatic $40.00 cancellation fee for payment processing and loading/unloading labor. If your product has left the warehouse and you cancel the order. the shipping company will have still charged freight costs regardless of your cancellation. At this point, you will be responsible for all shipping fees.
We reserve the right to refuse an order for any reason. We also reserve the right to cancel any order that we have already accepted. Should an accepted order be cancelled by us, we will refund any payments for such order in FULL. An accepted order may be cancelled by us and FULLY refunded under (including but not limited to) the following circumstances:
- The product becomes unavailable.
- Our security system flags your order as unsafe or potential fraud.
- Your address is unverifiable or not a physical address.
- We have reason to believe you are not of legal age to make the purchase.
Pre-Order Cancellation: If you purchase an item that is a pre-order item with an estimated ship date, keep in mind that pre-order items involve import/export between 2 countries and delays can occur due to many reasons. We cannot be held responsible for pre-order delays due to war, natural disasters, pandemic, etc. The same fee applies as listed above. If any order is canceled at any time, there will be an automatic $40.00 cancellation fee for payment processing.
Theft or vandalism: Big Toys Green Country is not responsible for lost, stolen or vandalized products nor is it covered by any supplier warranty. It is recommended to add the items to your insurance policy in case of a loss.
Package Theft AFTER delivery: While all packages are insured with the shipping companies for lost or damaged items, Big Toys Green Country is not responsible for stolen packages AFTER they have been delivered to recipient. Once an item is delivered by FedEx, UPS, or any other shipper it is now considered the buyer's property even if they are not home and did not sign for the package. It is the buyer's responsibility to protect the item from theft after delivery. It is recommended to track your package with the tracking information we provide and make arrangements with the shipping company to be present to receive your item as some items may not require a signature.
Labor to Repair or Replace Parts: We do not reimburse any labor cost. However, we do provide free in house labor on items that are still under their specified supplier warranty period. Unfortunately, batteries are not covered under any supplier warranty but are very inexpensive to purchase if needed.
Product Safety: We are simply the retailer for any products being sold on this site. It is the customer's responsibility to use common sense and operate Karts, Dirt Bikes and Motorcycles with proper helmets and protective gear. It is also the responsibility for customers to operate any product in safe areas away from roads, traffic, bodies of water, pools, steep inclines, fences, and any other source of potential danger. Some products come with Parental Remotes, Stop Key Fobs, and other types of remote devices. We cannot guarantee these remote devices to be a full safety shield. Close supervision is required in case of emergency.
Legal Agreement: Your use of this site shall be governed in all respects by the laws of the state of Oklahoma, U.S.A., without regard to choice of law provisions, and not by the 1980 U.N. Convention on contracts for the international sale of goods. You agree that jurisdiction over and venue in any legal proceeding directly or indirectly arising out of or relating to this site (including but not limited to the purchase of Big Toys Green Country products) shall be in the state or federal courts located in Muskogee County, Oklahoma. Any cause of action or claim you may have with respect to the site (including but not limited to the purchase of Big Toys Green Country products) must be commenced within one (1) year after the claim or cause of action arises. Big Toys Green Country 's failure to insist upon or enforce strict performance of any provision of these terms and conditions shall not be construed as a waiver of any provision or right. Neither the course of conduct between the parties nor trade practice shall act to modify any of these terms and conditions. Big Toys Green Country may assign its rights and duties under this Agreement to any party at any time without notice to you.
Export outside U.S. Lower 48 states: Taking any product we offer or having it shipped/forwarded outside the lower 48 states voids any supplier warranty. We also are unable to have any products or parts shipped outside of the lower 48 states.
If you have any further questions, please contact us at (800) 595-2830 or email us at Contact@bigtoysgreencountry.com