Shipping policy
All items sold by Big County Labs LLC are sold for off road use only. Using these products on public roads is a risk and the sole responsibility of the customer.
Items are shipped via USPS, UPS, Fedex or DHL depending on rates, box dimensions and weights and the destination of the package. We do not take responsibility for damaged items that were mishandled by these companies.
If an item is damaged upon receipt, please send detailed photos of the packaging (the box, inner packaging and all packaging materials. Also the damaged item with detailed images, the more photos the better! Email - holler@bigcountrylabs.com immediately. To be considered, any problems must be brought to our attention within 24 hours of product delivery. All Items are sent out in good condition, due to the nature of composite products damage can occur from time to time due to poor handling from the courier company. This is out of our control and we will do our best to help with an insurance claim but this is can be up to the discretion of the insurer / courier company. Couriers like insurance companies will often deny claims as they simply do not want to pay out for any reason. IF THE CARRIER DENIES A DAMAGE CLAIM FOR ANY REASON WE DO NOT TAKE RESPONSIBILITY WHAT SO EVER. Damage is rare, we do our best to pack all items so they will arrive safely. Shipping costs are not included in any claim for damage, they can not be refunded or claimed back. Risk of damage is not the responsibility of Big Country Labs LLC. Do not accept delivery of a package with clear physical damage to the box. All packages are signature on delivery and this can not be waved for any reason.
If you do not agree to this simply do not order on the website.
Attempt for a claim - you must email us with in 24 hours of delivery!
We recommend you video the unboxing of your wing to prove the damage happened before you received the product.
BOX - If the box is damaged, Send at least 6 photos clearly showing the damage to the box, along with photos of the inside of the box. (all 6 sides of the box). this includes all marks, punctures, scrapes / scratches, rips, tears, depressions etc. If the box is not damaged please also send images showing the condition of the box. Especially where the damage may have occurred. You must keep the box incase the courier needs to inspect it when making a decision on the claim.
Packaging - Please retain ALL packing materials in the event the courier will need to inspect the materials in order to make a decision on the claim. Please also send at least 3 photos of the packing materials to us when attempting a claim.
Damaged product - Please send at least 3 photos of the damaged product. When taking these photos include a zoomed in and zoomed out photo of the damage. It's also a good idea to place the product on the box or next to the box where the damage occurred to show a clear example that it was damaged during transit.
All damaged claims MUST be brought to our attention with in 24 hours of delivery of the items. Any delayed claims may result in instant denial of a claim due to the fragile nature of the items being sold / delivered. If the carrier requests a quote to repair the item, you MUST provide a written quote from a Licensed professional repairer in your local area. We can not simply return the item for a replacement. This responsibility is on the customer.
IF THE CARRIER DENIES A DAMAGE CLAIM FOR ANY REASON WE DO NOT TAKE RESPONSIBILITY WHAT SO EVER.
The best proof of damage is to take a video while unboxing the product to prove it was damaged prior to opening.
If you do not agree to this simply do not order on the website.
Products-
Due to the nature of hand made Fiberglass and Carbon Fiber products there may be Some minor blemishes as hand made items are not 100% perfect. Fiberglass parts will need body work, sanding and finishing for paint. We send out what we see as acceptable for sale and nothing less. Powder coated items may also have small blemishes as they are coated by humans and not a robot/ machine. We try our best to provide the best product we can. Machine marks may be visible on brackets, uprights and end plates. Please keep that in mind when inspecting items.
If you do not agree to this simply do not order on the website.
International shipping-
All International shipping rates are subject to change at any time. This is out of our control. Due to this if you place an order and the cost increases - You will be emailed an invoice for the extra costs. To find out if your countries rates have changed with the Trump administrations policies please contact us before placing an order.
With The introduction of Tariffs all customers are required to pay their countries import tax / duties / tariffs in full 100%. BCL is not responsible for your countries specific import fees.
Yes We can ship internationally. Please email us your address and the products you wish to order for a quote if your country does not appear in the shipping rates. We ship all items at retail value and do not devalue the items to attempt to avoid customs and taxes that may be charged by your country. All taxes charged by your country are the responsibility of the buyer and if you are unaware of the import fees and taxes you should contact your government authority to find out the tax rates applicable. We do not ship to freight forwarders. If you are military we can not ship to an APO, you must provide a physical address in the country you are stationed. This is the responsibility of the customer to pay 100%. If for some reason BCL is charged for your import taxes / Duty's we reserve the right to bill you for these. This is not negotiable. We do not take responsibility for any damage sustained during shipping on International packages. Due to the fragile nature of composite products if you decide to purchase a wing the risk is the customers only and not Big Country Labs LLC. International shipping services to some countries have No Insurance coverage, contact us for more information prior to placing an order. A signature may not be available on the delivery in some countries. responsibility falls upon the buyer / importer to ensure the package is delivered by tracking and communication with the carrier. Big Country Labs LLC accepts no responsibility what so ever.
If you do not agree to this simply do not order on the website.
Missing / wrong parts-
If your order was missing parts or you were sent the wrong parts please contact us with in 24 hours of receiving the items. We can send out missing items to you with photo proof of what was received. Although this is rare we are human and can make mistakes from time to time. If we have sent the wrong parts out and confirmed by photo proof we will pay to ship you new parts and reimburse the return cost of shipping back the incorrectly shipped items. If any of the parts received were incorrect do not unwrap tham and defiantly do not mount them. We can not return or exchange any parts that are not in the new original condition they were shipped in (for example scratched brackets etc we can not return). If you do not agree to this simply do not order on the website.
Shipping times for orders-
We try to keep many of the items listed on the website in stock at most times. Some products will be produced specifically for your order. We strongly urge you to contact us via email if you need a product ASAP for any reason prior to placing an order on the website. If the product is being produced specifically for your order longer lead times my apply. Please email us with any questions to stock or lead times before ordering in order to avoid delays or restocking fees etc.
If you do not agree to this simply do not order on the website.
Back Ordered Items
If stated or not on the website that the item you are ordering is on back order, and you place an order you agree to wait until the items are ready to ship. We will do as much as we can to ship orders as quick as possible but depending when and what you order wait times can be lengthly from time to time on occasions. We appreciate your patience while waiting. We strongly advise you contact us before ordering a back ordered item to get an estimated ship time frame.
Import taxes / Tariffs
Any and all import taxes and tariffs are 100% the responsibility of the customer / importer. Usually the shipping carrier will collect these prior to releasing your items. If for some reason you item is released first, the fees will still be the responsibility of the customer / importer.
Not at home for Delivery / Non payment of fees
If you refuse the delivery due to non payment of the tariffs / taxes or any other carrier fees the courier may destroy your package as you forfeit the goods by the non payment in the terms and conditions with the carriers shipping agreement. Or your items may be returned to sender along with extra fees which the customer will also be responsible for 100%.
If you are not able to be home to sign for a package and it is lost / damage or returned to sender this is no longer the responsibility of Big Country Labs LLC.
Shipping Insurance
Items are shipped via various couriers with an a Declared value with the carrier. declared value is not the same as insurance. Declared value only sets the maximum liability a carrier (like FedEx or UPS) accepts for a shipment, requiring you to prove they were at fault for loss or damage. These carriers simply do not offer "Insurance"
For bracket order shipments this value has max of $200USD flat rate world wide when booked through UPS / DHL / USPS / FEDEX.
The shipping carrier can deny a claim at any time for any reason and due to this Big Country Labs LLC takes no responsibility for damage or compensation once the item is accepted by the carrier. Note this risk is then the responsibility of the customer and the shipping carrier.
If you do not agree to this simply do not order on the website.
Email - holler@bigcountrylabs.com