Big Country Raw Policies
Returns Shipping Policy
The following terms and conditions of sale are provided to provide our customers with a clear understanding of our payment, delivery and return policies.
IMPORTANT NOTICE: DELIVERY DAY
Our regular delivery schedule has not changed. If you are a regular customer and notice that your delivery day is different please note that our order desk may manually adjust the order day & date to the regularly scheduled day upon processing. To see when we make delivery to your area please visit this page – Home Delivery . Here you can view a map of our entire delivery area to re-confirm the date of your delivery. Your patience is appreciated.
Satisfaction Guarantee & Order Returns for Online Orders
Big Country Raw promises 100% Satisfaction Guarantee on all of our Products that are purchased through our online store. We proudly offer you a risk-free transaction. To apply for a return please contact our order desk at 905-957-2717 or by email – info@bigcountryraw.ca We require the following information : 1) Contact Details (Name, Email, Phone, Address) 2) Order Invoice # 3) Product(s) you are requesting to be returned 4) production and/or batch code numbers of returning product 5) Reasons for return.
Once a return is received we will provide a full refund to the credit card on file, or if the order was paid via e-transfer, cash or debit or through our front store we will provide a store credit only.
*Products must be less than 50% consumed to be eligible for return
Order Returns for In-Store Purchases
Products purchased through a Big Country Raw re-seller should be made to the store or location where the item was purchased and are subject to the return policy of the establishment where the products were purchased.
Credit Cards
We accept the following credit cards: Visa and MasterCard. Big Country Raw does not impose a surcharge for credit card purchases. Please be sure to provide your exact billing address and telephone number (i.e. the address, postal code and phone number your credit card bank has on file for you). Incorrect information may result in a credit card decline or payment gateway error. Your credit card will be billed upon the placement of your order. Transactions will be processed in the currency of the country designated by the delivery address.
Add-On Orders
Our order deadline is approximately 48 hrs before the time of delivery. If an add-on order is received past the order deadline we will try to fulfil this request however we cannot guarantee that it will be shipped with your order. Add-on orders may also be subject to additional shipping fees. Please call (905-957-2717) our order desk if you have placed an add on order and we will try to see if the order can make the truck.
Out of Stock items & Back Orders
We do our best to ensure our online store inventory is accurate. If an item is out of stock, you will only be charged for products contained in a given shipment, plus any applicable shipping charges. We do not accept backorders.
Acceptance of Order
Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. Big Country Raw Ltd. reserves the right at any time after receipt of your order to accept or decline your order for any reason or to supply less than the quantity you ordered of any item.
Cancellation of Order
You may cancel your order at anytime by making an email request to info@bigcountryraw.ca or by calling our order desk at 905-957-2717. Please have your customer name, email address, invoice number and order total available for us.
Order Errors & Breakages
If there is an error on your order please let us know within 24 hours of receiving your order and we will remedy the problem. Please report any breakage within 72 hours by sending the following information to info@bigcountryraw.ca. To provide a credit for breakage we require the following; 1) your order number, 2) a list of the damages, 3)pictures of the damages, 4) the production and batch date number found on the product. Once the above information is received, we will add a credit on your account, which you can apply to a future order.
Shipping Date & Time
Our online store will assign the next available shipping date to your order based on your shipping postal code. We cannot guarantee our delivery times as our delivery routes are subject to; weather, traffic and unforeseen delays.
Changing your order date
If you would like your order to ship on another available date to your area, please notify our order desk by calling 905-957-2717 or by email – info@bigcountryraw.ca and provide your customer name, email address, invoice number, order total and requested shipping date. Requested changes to your shipping date are not guaranteed unless you have received confirmation of your request by our order desk or by email correspondence.
Thermal Bags
We strongly recommend our customers to purchase a thermal bag to ensure products delivered to their home remain frozen. Thermal bags can be purchased for a nominal fee of $14.99 per bag. Each bag is reusable and can hold up to 54lbs of frozen food. If you are receiving delivery of an order please ensure a thermal bag(s) or cooler(s) is available and visually present for our driver. Please indicate in the order notes where they can be found for ease of delivery. Please note: April 1st to December 1st (or if the outdoor temperature is warmer than 5 degrees C) a thermal bag is required for orders delivered with no-one present to accept the order. These bags are available on the checkout page when placing your order. We do not accept returns of used thermal bags.
Orders left Unattended
Big Country Raw strongly encourages our customers to be home to accept delivery of their Big Country Raw orders. If no one is home to accept delivery of the order, and the order is pre-paid our delivery driver will leave the order at your residence. If an order is not pre-paid we will not make delivery of the order. You may be responsible for any applicable delivery fees if we are required to make a second delivery attempt. Please note: We are not responsible for orders left unattended that are damaged, destroyed or stolen.
Delivery to Apartment Buildings, Condo and Office Buildings
Big Country Raw does provide delivery to Apartment Building, Commercial Offices and Condominium Buildings that provide delivery truck parking access, and concierge parcel acceptance. Due to fire code regulations, boxes can not be left in hallways unattended. Our company health and safety policy does not allow for orders to be brought up to your apartment door. We require customers to meet with our team members in the lobby or have a concierge services or mail room available for the order to be left for pickup by the client in a timely manner.
Trademark and Copyright
Unless otherwise specified, all materials appearing on this site, including the text, site design, logos, graphics, icons, and images, as well as the selection, assembly and arrangement thereof, are the sole property of Big Country Raw Ltd., Copyright © 2013, ALL RIGHTS RESERVED. You may use the content of this site only for the purpose of shopping on this site or placing an order on this site and for no other purpose. No materials from this site may be copied, reproduced, modified, republished, uploaded, posted, transmitted, or distributed in any form or by any means without our prior written permission. All rights not expressly granted herein are reserved. Any unauthorized use of the materials appearing on this site may violate copyright, trademark and other applicable laws and could result in criminal or civil penalties.
Other Conditions
We reserve the right to make changes to this site and these conditions at any time.