ONLINE ORDER -- SHIPPING or IN STORE PICK UP FAQ

FREE SHIPPING POLICY

🚚 EXCLUSIVE FREE SHIPPING OFFER 🇨🇦 AUGUST 21–25, 2026 ONLY 🎉

Celebrating 22 Years! 🎉

For 5 DAYS ONLY, enjoy: FREE SHIPPING

ON ALL ONLINE ORDERS OVER $22 

📅 Friday, August 21

📅 Saturday, August 22

📅 Sunday, August 23

📅 Monday, August 24

 🎂 Tuesday, August 25

 — OUR 22ND BIRTHDAY! Coast-to-coast across Canada! From Newfoundland to British Columbia and all the way north to the Yukon, we’re covering the shipping as our thank-you for 22 incredible years of support. 🎟️ Your anniversary raffle tickets will also be included with qualifying orders! August 21–25, 2026 — 5 days only.

IMPORTANT —

Free Shipping Eligibility

Free Shipping Promotion Disclaimer

FREE SHIPPING PROMOTION — CELEBRATING 22 YEARS IN BUSINESS:

This promotional offer is valid exclusively from August 21, 2026 at 12:01 AM through August 25, 2026 at 11:59 PM Eastern Time and applies to eligible online orders over $22. Free shipping applies coast-to-coast within Canada.

This promotional shipping offer cannot be backdated. Orders placed before 12:01 AM on August 21, 2026 or after 11:59 PM on August 25, 2026 are not eligible. The promotion applies only to qualifying orders placed within the promotional period stated above.

Shipping timelines begin from the date your order is placed. Please note that pre-order or backordered items may hold your entire order until all items are in stock. Once the pre-order or backordered items arrive, they will be combined with your currently in-stock items, and the entire order will be shipped together using the promotional free-shipping method.

If you would like your in-stock items shipped earlier, you may request that your order be split. Any separate shipment requested before the pre-order or backordered items arrive will be at the customer’s expense. A separate shipping invoice will be sent to you for the cost of shipping the available in-stock items.

If you choose to pay for the separate shipment of your in-stock items, your remaining pre-order or backordered items will still qualify for the original free-shipping promotion and will be shipped at no additional promotional shipping charge once they arrive and are ready to be dispatched. 

IMPORTANT — PRE-ORDER POLICY: If your order contains any pre-order items, please refer to our existing Pre-Order Policy and Guidelines. This free-shipping promotional offer applies only to the shipping cost and does not replace, override, supersede, modify, or cancel any existing pre-order terms, conditions, timelines, cancellation policies, or guidelines. All pre-order items remain fully subject to our regular Pre-Order Policy.

Please allow approximately 10–20 business days for delivery of eligible in-stock shipments. Pre-order and backordered items may require additional time to arrive before they can be dispatched.

Thank you for celebrating 22 years in business with us!

Faster shipping methods may also carry additional costs.

The shipping cost shown at checkout is an estimate only.

As clearly stated at checkout and in our Store Shipping Policy, shipping rates provided by carriers are subject to change based on:

  • Final weight and dimensions

  • Oversize classifications

  • Carrier rate adjustments, which change frequently

Our checkout system is directly connected to shipping carriers, and all calculated shipping prices are estimates, especially for pre-order items that have not yet arrived in stock. Once the product is received and exact dimensions are confirmed, additional shipping charges may apply.

Free Shipping time for in-stock parts only orders is 10 to 20 days coast to coast. 

Free Shipping Limitations

  • Cannot be combined with any other offers, promotions, or discounted items.
  • Does not include oversized shipping fees — customers will be invoiced separately for oversize charges.
  • Available for Canadian addresses only.
  • Hazardous materials (fuel, glue, oil, rockets, batteries, liquids) are not eligible for free shipping and will incur standard shipping fees.
  • Free shipping uses standard Purolator or Canada Post delivery (10-20 business days), depending on your location.
  • Some remote or rural areas (e.g., Yukon, Northwest Territories, and other small towns) are excluded from free shipping.
    • If your city or postal code does not qualify for free shipping at checkout, please contact our text support line to confirm eligibility.

NOTE: Customers are strongly advised to select the appropriate paid shipping method to avoid additional invoices after purchase. If “Free Shipping” is selected and the order does not qualify, the Shipping Department will issue an invoice for the correct shipping charges within 3 business days of purchase ( UNLESS IT IS A PRE-ORDER. ) Orders will not ship until all shipping charges are paid in full.

7-Day Cancellation Policy on shipping:

If you choose not to pay the additional shipping charges, you may request cancellation within 7 calendar days from the date of purchase. Cancellation requests must be submitted through our Management Text Line: Text: 647-321-1965 Monday – Friday | 10:00 AM – 3:00 PM EST Failure to pay an additional shipping invoice does not automatically cancel your order. After 7 days, inventory is considered allocated and reserved specifically for you.

Cancellation rights may be limited or refused beyond this period.

Pre-Ordered Items

  • Free shipping is not available for pre-ordered oversized parts.
  • Oversize fees will be determined after the part arrives and will be invoiced separately.
  • If your package exceeds bubble mailer dimensions, oversize fees will apply.

  • You may cancel your pre-order within 3 days of purchase if you do not wish to pay oversize charges.

    • After 3 days, the order becomes final sale, and shipping fees must be paid before the product is shipped.

Insurance, Coverage, and Signature Options

  • All shipping carriers used by Big Boys With Cool Toys (BBWCT) cover up to $100 for loss, theft, or damage.
  • Packages over $100 in value are not covered unless additional insurance is purchased by the customer.
  • Customers can contact our Shipping Manager (available 7 days a week between 10 AM – 3 PM) to request:
    • Additional insurance coverage on their shipment.
    • Signature confirmation for delivery ($10 fee) to prevent the package from being left at the door.
  • Insurance coverage must be added before the package ships.
  • Customers who decline insurance accept full responsibility for any lost or damaged packages in transit.
  • To decline insurance, please text 647-321-1965.

Shipping Responsibility & Insurance Coverage Policy

Once an order has been shipped and picked up by the carrier, the shipment is considered to be in the carrier’s possession and control.

Insurance Coverage

  • All orders placed on our website are automatically insured up to $100 at no additional cost.

  • Customers who wish to purchase full-value insurance coverage must contact our Shipping Manager after placing their order.

    • An invoice will be issued for the additional insurance cost.

    • Once paid, the insurance funds are transferred directly to the shipping carrier for full coverage.

Lost or Damaged Packages (In Transit)

  • If a package is lost or damaged while in transit, a claim may be filed by:

    • The customer, and

    • Big Boys With Cool Toys, with the shipping carrier.

  • Claims may be submitted between 7 and 20 days from the shipment date, depending on the carrier’s policies.

    • This time frame allows the carrier the opportunity to locate and deliver the package.

    • If the package is not recovered, the reimbursement process will begin in accordance with the carrier’s insurance terms.

Money-Back Guarantee & Shipping Methods

  • Money-back guarantees apply only to express shipping services.

  • If ground shipping is selected with any courier, insurance claims do not guarantee a refund or reimbursement, even if coverage was purchased.

  • All refunds and reimbursements are subject to the carrier’s insurance terms, approval process, and any changes in carrier policies.

Delivered Packages & End of Liability

  • Once a package is marked as delivered by the carrier, the shipping contract is considered complete.

  • At that point, no insurance claims or liability may be filed with the carrier or with Big Boys With Cool Toys.

  • This includes, but is not limited to:

    • Packages reported missing after delivery

    • Deliveries made to PO Boxes, lockboxes, or shared mail areas

    • Locations within apartment buildings, complexes, subdivisions, or townhouses where multiple individuals may have access

Customers are responsible for ensuring a secure delivery location. We strongly recommend choosing a delivery address where packages can be safely received or arranging signature-required delivery when available.


HOW TO CANCEL AN ONLINE ORDER

🔧 CANCELLATIONS

  • Requests must be made via Text Only

  • Emails or calls can not be used for order modifications or cancellations for online orders, because our text-line is the main centralized system, connecting all managers available to answer  all  questions, modifications and cancellations.

Text line 

📱 Text: 647-321-1965
🕒 Hours: 7 Days a Week  | 10:00 AM – 3:00 PM (EST)
⏱ Response Time: 2–3 hours

⚠️ IMPORTANT CONDITIONS:

CUSTOMERS HAVE A FREE CANCELLATION WINDOW OF

24 HOURS FROM THE TIME THEY PLACED THEIR ORDER, 

WITH NO RESTOCKING FEE. 

**conditions apply** please read below

We understand that plans can change, and we aim to make the process as simple and transparent as possible.

📲 Important:
For any cancellation or modification requests (within 24 hours or after), you must contact us through our management text line. This is the only way we can process changes quickly and accurately.

Free Cancellation (Within 24 Hours):

  • You will receive a full refund with no restocking fee, as long as your request is submitted with in the time lines  

After 24 Hours:
Once the 24-hour window has passed, your order may already be in processing.

  • A 15% restocking fee on total order amount will apply to any cancellations.
  • You will receive an 85% refund once your cancellation is confirmed.

Refund Timeline:

  • Refunds are processed within 72 hours of cancellation confirmation.
  • After processing, please allow 5–10 business days for your credit card provider to complete the transaction on their end.

✔️ Orders Not Eligible for Cancellation within 24 hours 

The following orders are not eligible for cancellation:

  • Discounted  items
  • Final sale products
  • Orders that have already been picked up by the carrier within 24 hour window.
  • Pre-ordered items (not eligible for cancellation after 3 days from the date the order is placed)


Free Shipping and Order Cancellations

If you wish to cancel an order placed with free shipping (for example, if you do not wish to pay extra oversize or insurance charges):

  • You must cancel within 24 hours of purchase by texting 647-321-1965 (direct line to the Shipping Manager).
  • You will receive a confirmation once the order has been successfully canceled.
  • After 24 hours, the order becomes final sale, and your package will be held until additional charges are paid.
  • Products will be held in the shipping department for 90 days.
    • After 90 days, unclaimed products will be donated to a children’s charity, and no refund will be issued.

In-Store Pickup

  • Online orders can be picked up in-store.
  • Choose “In-Store Pickup” at checkout.
  • Once fulfilled, your order will be held for 90 days only.

  •  After 90 days from notification, BBWCT reserves the right to discard or donate unclaimed items to charity.

  • In the absence of any communication from the customer for a continuous period of 90 days, the product shall be deemed abandoned. We will retain the item for up to 90 days, after which it may be disposed of at our sole discretion without further notice.

  • Inventory & Store Pickup Information Approximately 75% of the inventory shown on the Big Boys With Cool Toys website is located in our Eastern Canada or Western Canada warehouses. The remaining inventory is available at our Mississauga showroom, a 7,000 sq. ft. retail location located approximately 20 minutes from downtown Toronto. If you choose in-store pickup, products from either warehouse can be shipped to our Mississauga location for pickup. 🚨 Important – Store Pickup Orders Online orders for store pickup may be processed from whichever warehouse can ship the product to the store the fastest. Please note that store pickup orders may take approximately 5–10 business days to arrive at the Mississauga location, depending on warehouse processing and transit times. Once the product arrives at the store, an email notification will be sent to the customer confirming the order is ready for pickup. ⚠️ Please do not come to the store to pick up your order until you receive this notification. If you would like to check current physical inventory at the Mississauga showroom, please contact our store directly during operating hours: 📞 905-629-9366 A staff member can confirm what is physically available at the Mississauga location. Otherwise, customers are welcome to place an online order through our website and select Mississauga Store Pickup, which provides access to inventory from both warehouses across Canada.

Returns on Free Shipping Orders

Free shipping covers outbound shipping only.
If you decide to return your item:

  • BBWCT reserves the right to deduct incurred shipping costs from your refund.
  • Refunds are issued only if the item is factory-sealed.
  • Opened products must be shipped back at the customer’s expense.
  • All hazardous materials remain non-returnable.

Additional Notes

  • Free shipping does not apply to discontinued or discounted items.
  • BBWCT will issue a separate shopping cart invoice for shipping charges if this applies.
  • BBWCT ships Canada-wide, as well as to the USA and worldwide (shipping rates apply).
  • Free shipping is not applicable to international destinations.
  • BBWCT can only ship to the billing address of the credit card holder.
  • By selecting “Free Shipping” on ineligible items (boats, planes, cars, etc.), you cannot cancel your order, as these items are marked final sale under our policy.


Final Reminder

Free shipping is a promotional service designed for small, lightweight parts orders within Canada.
Please ensure your cart qualifies before selecting this option. Incorrect selections may delay shipping until additional charges are paid.

For assistance or clarification, contact our Shipping Manager directly at 647-321-1965 (text line available mon to fri, 10 AM – 3 PM EST).

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