FAQ

FAQ

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1. Placing an Order Online

Q: How can I place an order to purchase products on the website?
A: You can follow these steps to complete your order:

• Browse the products you’re interested in on the website and add them to your cart.
• Review your order on the cart page, including the quantity and model of the items, then click “Proceed to Checkout.”
• Fill in your shipping address and contact information on the checkout page, ensuring all details are accurate.
• Choose your preferred payment method and complete the payment process.

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2. Shipping Fees

Q: How much do I need to pay for shipping?
A: Shipping fees are calculated based on the following factors:

• Your shipping address
• The size, weight, and quantity of the purchased items
• We collaborate with internationally renowned courier companies such as DHL, UPS, FedEx, etc. The system will automatically calculate and display shipping fees at checkout. For returns or exchanges, if the item has quality issues, we cover the shipping fees; otherwise, the customer is responsible.
• The system defaults to no remote area surcharge. If the actual address is in a remote area, an additional surcharge will apply.

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3. Warranty Policy

Q: What should I do if the product I purchased has quality issues?
A: We provide the following warranty policy:

• We promise to provide free repair or replacement services for quality issues not caused by human factors. The warranty period is within one year from the receipt of the goods. Please refer to the product page for specific warranty duration.
• If factory repair is required, each party bears half of the shipping fees: the customer covers the shipping fees for sending the item back to the factory, and we cover the repair and return shipping fees to the customer.

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4. After-Sales Service

Q: When can I contact customer service for assistance?
A: Our customer service team provides round-the-clock support:

• You can send an email to our customer service email address info@bigandpower.com, and we will respond to your email as soon as possible.
• If you have urgent issues, you can contact us through WhatsApp on the website, and we will promptly address your concerns.

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5. Refund and Exchange Policy

Q: Can I return or exchange products if I am not satisfied with my purchase?
A: Yes, according to our Refund and Exchange Policy:

• You can apply for a return or exchange within 7 days of receiving the goods, provided that the items are unused and in their original packaging.
• Please contact our customer service team before submitting your request to obtain the specific return or exchange process.
• When returning items, please ensure they are undamaged and properly packaged to avoid damage during transportation. The customer is responsible for return shipping fees, unless there are quality issues with the product, in which case we cover the fees.

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6. Customs Duties and Taxes

Q: Will I incur customs duties and taxes when shopping cross-border?
A: Yes, cross-border shopping may incur customs duties, import taxes, or value-added taxes. These fees depend on the regulations of your country/region. Please be aware of potential additional costs and consult local customs or tax authorities before making a purchase to understand applicable duties and taxes.

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7. Payment Methods

Q: What payment methods can I use?
A: We accept the following payment methods:

• PayPal
• Credit cards (Visa, MasterCard, American Express, etc.)
• Debit cards
• Bank transfers (available in some countries/regions). Please choose the most suitable payment method during checkout.

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8. Delivery Time and Shipping Duration

Q: How long does it take for my order to be shipped and delivered?
A: We typically ship orders within 1-3 business days after order confirmation. Shipping duration depends on your country/region and the selected shipping method. Standard delivery usually takes 3-15 business days, while expedited delivery may be faster.

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The above are common FAQs on our website. If you have any other questions or need further assistance, please feel free to contact our customer service team. Thank you for choosing our cross-border shopping service!