Shipping Policy

BigSmiles operates via a direct-to-consumer global fulfillment network. To offer our catalog at highly competitive price points, we partner directly with international manufacturers and suppliers.

As a result of this supply chain model, merchandise is dispatched from various global distribution centers. This policy outlines the specific processing, transit, and delivery terms applicable to all BigSmiles orders.

1. Order Processing

All orders are subject to a mandatory processing period prior to dispatch.

• Standard Processing Time: 1 to 3 business days.

• During this period, orders undergo payment verification, quality assurance checks, and packaging.

• Processing time is exclusively independent of shipping transit time. Orders submitted on weekends or federal holidays will commence processing on the subsequent business day.

2. Transit Timelines

Due to the international nature of our fulfillment centers, delivery windows vary based on the destination country. The following timelines are estimates and commence strictly after the 1 to 3 business day processing period:

• United States & Canada: 7 to 15 business days

• United Kingdom & Europe: 7 to 15 business days

• Australia & New Zealand: 7 to 20 business days

• Rest of the World: 10 to 25 business days

Force Majeure & Exceptional Delays: While the majority of shipments are delivered within the stated windows, BigSmiles is not liable for delays caused by severe weather, postal network congestion, or prolonged customs processing. Maximum transit time prior to a parcel being declared lost is 30 days from the date of dispatch.

3. Distributed Fulfillment (Split Shipments)

To ensure the most efficient processing, BigSmiles routes individual items to the nearest or most adequately stocked international warehouse.

• Orders containing multiple items may be fulfilled by separate facilities.

• Consequently, items within a single order may arrive in separate packages and on different dates.

• If a partial delivery is received, the outstanding items remain in transit and will be delivered independently.

4. Tracking and Visibility

Tracking credentials are provided for all shipments to monitor transit progress.

• A dispatch confirmation email containing the tracking number will be issued once the parcel has been handed over to the carrier.

• System Latency: Carrier tracking systems require 3 to 5 business days to generate initial transit data. A temporary lack of tracking updates immediately following dispatch is standard and does not indicate a lost parcel.

5. Customs, Import Duties, and Taxation

Cross-border shipments may be subject to inspection by destination customs authorities.

• Customer Liability: BigSmiles accepts no liability for any customs duties, import taxes, tariffs, or associated processing fees levied by the destination country.

• All such financial obligations are strictly the responsibility of the recipient. In compliance with international shipping regulations, the accurate commercial value of the enclosed merchandise will be declared on the parcel exterior.

6. Address Accuracy and Failed Deliveries

The customer assumes full responsibility for providing accurate and complete shipping information at the time of purchase.

• BigSmiles will not issue refunds or replacements for parcels that are misrouted, delayed, or deemed undeliverable due to user input errors (e.g., incorrect street numbers, omitted apartment numbers, invalid postal codes).

• In the event a parcel is returned to our facility as unclaimed or undeliverable, any subsequent reshipment will be executed solely at the customer's expense.

7. Claiming Lost Shipments

If a parcel has not been delivered within 30 days of the documented dispatch date, and tracking data reflects no recent movement, please initiate a formal inquiry by contacting our support team at flavioa.giudici@gmail.com.