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Frequently Asked Questions
We normally send out orders UPS Ground. If you require a different shipping method, please don’t hesitate to contact us BEFORE you place your order. If you are local or one of our regular customers and would like to pick up your order, please contact us BEFORE you place your order to set up arrangements.
Almost all of our items are made to order. Candles can usually be made and shipped within a week, depending on the weather. Tumblers can take up to two weeks to create and cure enough for shipping. Once shipped, it takes 1-5 days to receive your package depending on your location. Please make sure to see if your items need any additional curing time before use.
Send an e-mail to info@bigdogarts.com or you can contact the person you placed your order with if you ordered by some other method than our website.
Please contact us before returning any item. Some items may not be returnable. If you are eligible for a return/refund, once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund, check your bank account again. This can take time to show up. You can contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@bigdogarts.com
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@bigdogarts.com and we will tell you how to proceed.
