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WHY DOES BIG BOYS WITH COOL TOYS USE A TEXT LINE FOR ONLINE SUPPORT ONLY — AND NOT PHONE OR EMAIL?

DEDICATED CUSTOMER SUPPORT TEXT LINE: 647-321-1965

** Response times From 2-3 HRS 

OPEN 7 DAYS A WEEK — 10:00 AM TO 3:00 PM EASTERN Standard TIME

PLEASE NOTE: THIS IS NOT A WHATSAPP NUMBER. THIS IS A DIRECT TEXT-MESSAGE NUMBER.

CUSTOMER COMMUNICATION HAS EVOLVED

Business communication has continued to change as technology has changed.

In the 1980s and 1990s, businesses relied heavily on fax machines.

Through the 2000s and into the early 2020s, email became one of the primary ways customers and businesses communicated.

Today, in 2025 and beyond, smartphones are with most people throughout the entire day.

People check their phones and text messages frequently, often much more frequently than they check an email inbox.

That is why Big Boys With Cool Toys has evolved its customer-service system as well.

Instead of sending an email, waiting for someone to read it, receiving a response hours or possibly a day later, replying to that email, waiting again, and continuing the conversation over several days, text messaging allows the conversation to move naturally back and forth throughout the day.

You send your question.

A manager reviews it.

You receive the response directly on your phone.

You respond when convenient.

Another department or manager can become involved if required.

And the entire conversation remains available in one place.

WHY NOT JUST CALL?

Because telephone calls can actually make complicated online issues take longer.

A representative answering the telephone may not be the manager responsible for your particular issue.

For example, a shipping question may need the Shipping Manager.

A warranty question may need the Warranty Department.

A payment question may need Accounting.

A technical question may require Technical Assistance.

A pre-order question may require the Pre-Order Manager.

On a traditional telephone system, that can mean being placed on hold and transferred several times.

With our text system, your message can simply be directed to the appropriate manager while you continue with your day.

There is no need to sit on hold.

There is no need to repeatedly call back.

There is no need to explain the same situation several times.

WHY NOT EMAIL?

Email certainly still has its place, but for everyday customer-service conversations, it can be much slower.

An email conversation can stretch over several days simply because each person is waiting for the other person to open their inbox and respond.

Text messaging is much more immediate.

Most customers already have their phone with them throughout the day, which means they can see the response, answer a quick question, send a photograph or screenshot, and continue the conversation without having to sit at a computer or constantly check their email inbox.

THE PURPOSE OF OUR TEXT SYSTEM

Our goal is not to make communication more difficult.

It is exactly the opposite.

The purpose of our dedicated text system is to reduce unnecessary hold times, eliminate repeated explanations, keep accurate written records, allow multiple managers to work together, allow customers to easily send photographs, screenshots and order information, reduce misunderstandings, protect customer privacy by not recording telephone conversations, and ultimately provide answers faster.

With seven managers connected through the system, seven days a week, customers have access to a significant amount of dedicated support without having to spend that time waiting on hold.

TEXT: 647-321-1965

10:00 AM TO 3:00 PM EASTERN TIME — 7 DAYS A WEEK

This is a direct text-message number. It is not a WhatsApp number.

Send your message, leave it pending, continue with your day, and allow the appropriate manager to review and respond.

We believe this provides a faster, clearer, more convenient, and better documented customer-service experience than traditional telephone calls or lengthy email chains.

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Thank you for contacting Big Boys With Cool Toys regarding any online questions, including shipping, warranty claims, returns, accounting, repairs, technical assistance, pre-orders, shipping timelines, order questions, or general customer-service inquiries.

To provide faster, more organized, and better documented support, we use a dedicated text-message system for online customer service instead of handling these matters by telephone or through long email chains.

Our text-support platform connects seven managers through seven different mobile devices, allowing multiple departments and managers to communicate through the same customer conversation when necessary.

Instead of a customer having to explain the same situation several times to different people, the complete written conversation remains available so another manager can review what has already been discussed and continue helping from exactly where the previous person left off.

When you send your question during support hours, please leave your message pending and allow our team time to review it. Sending repeated messages before receiving a response can make the conversation more difficult to manage within the system.

By leaving your original message pending, the appropriate manager can review the question, investigate the situation if necessary, and respond during the support period.

Another major reason we use text support is because we intentionally keep online customer-service conversations in writing.

Telephone conversations are not recorded because we respect our customers’ privacy and do not believe customers should have to have their telephone conversations recorded simply to receive assistance.

Keeping the conversation in text provides a written record for both the customer and our staff.

If one manager begins helping you and another manager needs to become involved — for example, Shipping, Accounting, Warranty, Technical Assistance, Repairs, Pre-Orders, or Returns — the second manager can review the existing conversation instead of asking you to start the entire explanation again.

Text messaging also helps reduce misunderstandings because important information can remain together in the same conversation, including order numbers, tracking numbers, photographs, screenshots, part numbers, warranty information, shipping information, instructions, links, receipts, and previous responses.

IMPORTANT COMMUNICATION POLICY

PROFANE, ABUSIVE, THREATENING, DISCRIMINATORY, VULGAR, OR OTHERWISE INAPPROPRIATE LANGUAGE IS STRICTLY FORBIDDEN.

THIS INCLUDES SWEAR WORDS, CURSING, INSULTS, PERSONAL REMARKS, OR DISRESPECTFUL COMMENTS DIRECTED TOWARD THE COMPANY, OUR STAFF, OR ANYONE ASSISTING YOU.

ALL COMMUNICATION MUST REMAIN COURTEOUS, RESPECTFUL, AND APPROPRIATE.

IF THESE EXPECTATIONS ARE NOT FOLLOWED, THE CONVERSATION WILL END IMMEDIATELY FOR A 24-HOUR COOLING-OFF PERIOD.

YOU MAY TEXT AGAIN 24 HOURS LATER TO CONTINUE THE CONVERSATION USING APPROPRIATE LANGUAGE AND RESPECTFUL COMMUNICATION TOWARD OUR STAFF.

THREATS, DISCRIMINATORY LANGUAGE, VULGAR ABUSE, OR OTHER SERIOUSLY INAPPROPRIATE COMMUNICATION MAY RESULT IN THE CONVERSATION BEING ENDED WITHOUT FURTHER NOTICE.

A BRIEF SUMMARY REPORT, TOGETHER WITH THE FULL DOCUMENTATION OF THE CONVERSATION, MAY BE PROVIDED TO THE APPROPRIATE AUTHORITIES WHEN NECESSARY.

WE WANT TO KEEP COMMUNICATION RESPECTFUL SO OUR STAFF CAN CONTINUE ANSWERING YOUR QUESTIONS FULLY, CLEARLY, AND PROFESSIONALLY WITHOUT THE CONVERSATION BECOMING HOSTILE.