- Returns & Exchanges
Returns & Exchanges
On average shipping time takes 4 - 8 business days from our door to yours.
We only ship to the lower 48 states. We do not ship to Hawaii, Alaska, Canada or Mexico.
All shipping is insured in case of damage.
Shipping & Handling Shipping Method: Orders are typically shipped via FedEx Ground or UPS. Some heavy items are shipped via LTL Freight truck. LTL freight orders can incur additional shipping charges in certain areas of the country. BTGC will contact you if there are additional charges before you are billed or it is shipped. Orders will ship out of our California, Nebraska or Oklahoma locations.
Shipping Time: Most items ship same day if order is placed before 2:00 PM Central Time, except in very busy times when shipments may be sent out the following business day. We will not guarantee any delivery time. Our shipping times are merely estimations. We are not responsible for shipping delays, as we are not the shipping company.
Parts: We offer parts for every item we sell and offer most parts under warranty. Although This is for our customers only, if you purchase a item we sell elsewhere we WILL NOT sell you parts do to we take pride in carrying parts for our VIP customers ONLY.
Shipping Damage: 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.
We have every part for every item we sell. In most cases we will send out the part you need that is damaged so it does not warrant for a return. We do not accept returns based on buyer’s remorse. Please make sure you are satisfied and have gathered all details before you purchase any item. In most cases we will return and replace item with the same thing. If in certain situations we authorize a return, please follow instructions below.
1. Please DO NOT ship any products until you receive an e-mail with return instructions! Unauthorized returns will NOT be accepted.
2. 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).
3. All items must be returned freight/shipping paid by the customer - no exceptions, You will incur a 20% restocking fee.
4. We recommend that you ship your returns via insured mail for protection against loss or damage. If the returned merchandise is damaged by you or during return transport and/or incomplete or not resalable, we will not be able to accept the return or issue a refund. Upon arrival of the item and completion of our inspection, a refund or replacement will be processed. If the item is found to be defective, we can either grant a refund or a replacement with no additional cost. If the order is not found to be defective and we grant a refund, it will be for 80% of your original payment. Our warranty does not apply to products that have been misused or modified. Big Toys Green Country reserves the right as final authority on whether the product should be replaced or refunded.
Explanation of Free Shipping: All the items on our site say 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.
In some situations larger items such as ATVs and Go-Karts may incur additional shipping charges to Far north eastern states.
Items That Cannot be Returned: Some items cannot be returned due to the fact that once assembled, dismantling would damage or otherwise impair the product. This applies to Go-Karts and Electric ATVS due to their size and weight, but we do have all parts for these units so they can be repaired. If you have any further questions, Please contact us. (800) 595-2830 or Contact@bigtoysgreencountry.com
Cancellation policy: Due to the size of the items we sell it is not possible to cancel a order that has been placed and has went into processing. We are NOT able to cancel most orders but in the case that we are able to, all costs that may arise due to order cancellation after or before item is shipped must be paid in full by customer. If the order is canceled at anytime there will be a automatic 20.00 cancelation fee for payment processed. If product has left the warehouse and you cancel the order, the shipping company will still charge freight, regardless of your cancellation. You will be responsible for all shipping fees.
Pre order cancellation: If you purchase a item that is a preorder item same fee applies as above, 20.00 will be assessed.
ATVs and Go-karts purchased through Big Toys Green Country come with a 3-month standard parts warranty. The warranty period will begin on the date you receive your vehicle.
The following is a list of items not covered by the warranty policy. This list is not all inclusive and may be modified at any time. brake pads, tires, rims, body panels, fuses, light bulbs, seats, chain, spark plug, belts, batteries, nuts, bolts and fasteners.
The following conditions are not covered by our warranty policy:
Misuse or abuse of the vehicle:
Jumping, stunt riding, modification of any kind, racing, over revving the engine, improper adjustment/operation of the clutch, improper adjustment/operation of brakes, improper gear engagement.
Failure to follow the minimum maintenance and break in requirements. Failure to provide proper service document.
Damage caused by an accident
Unit being used for commercial or rental use
All towing and/or shipping charges are the responsibility of the customer.
Labor to repair or replace parts
We do not reimburse any labor cost. However, we do provide free in house labor on defective motors and installation of defective parts that are still under their specified warranty period.
All Electric Kids 6-12 volt ride on cars and trikes have a one-year bumper to bumper warranty this includes the Henes Broon vehicles as well.
Unfortunately, batteries are not covered under warranty but are very inexpensive to purchase if needed.
If you have any further questions, please contact us. (800) 595-2830 or email us at Contact@bigtoysgreencountry.com