FAQs

What are delivery times and procedures?

All orders now require an adult signature upon delivery in compliance with federal regulations. ID verification is also required to complete the delivery process. Delivery times typically range between 3 to 10 business days due to these extra steps in the shipping process. Thank you for your understanding and cooperation.

What is Big Leaf's return policy?

At Big Leaf, we are committed to ensuring your satisfaction with our products. Due to the nature of our products, we generally cannot accept returns. However, we do make exceptions for defective products or items received by mistake.

Defective Products: These can be returned for an exchange only. Defects will be verified upon receipt before a replacement is provided. If the product is deemed functional, it will be returned to you at your cost.
Items Received by Mistake: In the rare case that you receive an incorrect item, we will replace it at no cost to you.

Please note that all returns must be pre-approved by our customer service team. Unauthorized returns will not be processed. Original shipping fees are non-refundable.

Can I exchange an item I purchased in-store?

Yes, all in-store sales are final, but we do accept exchanges under the following conditions:

The product must be in new, unused condition.
Exchanges must be initiated within 7 days of purchase.
A copy of your sales receipt is required.

You are responsible for the return shipping charges if applicable. A prepaid shipping label will be emailed to you once the exchange process is started.

What happens if I receive the wrong item?

If you receive the wrong item, we will happily replace it with the correct one at no charge to you.

Contact support@bigleaf.com to start the return process.
We will provide you with a prepaid shipping label to send the incorrect item(s) back.
Once we receive the incorrect item(s), the correct item(s) will be shipped out within 48 hours.

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