Bigboxsave offers you a great way to save money on quality mobile phones, gadgets, and other consumer electronics, apparel, sports equipment, and more. We do our best to give you the service you deserve with our dedicated team of customer service professionals. Still, just like any other online vendor, we admit that there are times when our customers may not be completely satisfied with our services, and we humbly apologize for any inconveniences you may have experienced in the past.
Of the problems we encounter, the largest percentage of these are shipping problems that can easily be avoided with the right knowledge and mindset. To help you avoid shipping problems when shopping with us, here are a few tips to keep in mind next time you put in an order with us:
- Orders usually ship within two working days from the time you put in your order. This may sometimes be affected by national holidays here in China, so before making an order be sure to check for any holidays that might delay the shipment of your order. Notable public holidays to watch out for are Chinese New Year and National Day. Both holidays are at least three days long. Also, note that when a public holiday is set to occur on a weekend, it is moved to the weekday next to it in order to create a longer vacation. Many sites, including Wikipedia, list Chinese public holidays online.
- Outside of Chinese public holidays, if your order isn’t shipped within two working days, be sure to follow it up with one of our customer service representatives. You can e-mail us for any and all issues, but it is even better if you contact us via one of our live chat agents. Our live chat agents are available during our office hours from 8:00 am to 5:00 pm China Time daily. We don’t currently have 24 hour live chat agents because the majority of our customers are still from the Asian region.
- Delays can sometimes occur especially during peak shipping seasons like the Christmas holidays. Unfortunately, there is little we can do about this because the delays aren’t caused by problems on our end but by the shipping companies being bogged down with excessive amounts of cargo needing to be shipped. It is best to avoid peak shipping seasons altogether. For example, make an order for a Christmas present 3 or 4 months in advance to keep from being affected by shipping delays.
- Unfortunately, at the moment, we cannot offer insurance for every package that we ship out. It is the customer’s responsibility to apply for shipping insurance. Bigboxsave’s responsibility over packages ends when a package is handed over to a shipping company for delivery. We do our utmost to ensure that our packages are securely packed and labeled, however, unfortunately, we do not have any control over the shipping companies. If the product is damaged or lost in transit there is little we can do on our end, especially if you live half the world away from us.
- Be sure that the address you provided is accurate and complete. We have had customers complain about lost packages that did not arrive at their destination because they were improperly addressed.
- Bigboxsave includes the tracking number of the package on the sales and shipping invoice e-mailed to your account after the product has been shipped. Make it a habit to check the status of your package regularly, as we have had complaints from customers of packages that didn’t arrive at their homes that were actually held at customs or were withheld by the shipping company because they could not find the given address. If the package has been marked as delivered by the shipping company but did not arrive at its intended destination, contact the shipping company right away, your packaged might have been delivered to the wrong address or might have been stolen from your doorstep. Different shipping companies have different methods of resolution for such problems.
- Do your best to be home whenever a package is scheduled to arrive. If you are at home when your package arrives, inspect the package before signing for it. Be especially careful when to inspect all orders for electronic equipment as these might sustain irreparable damage while in transit.
- If damage is suspected, refuse to sign for the package or sign it as “damaged on delivery,” or “internal damage suspected” if you are not sure if the product has sustain shipping damage yet. Electronic items are all checked (turned on and operated as per their designated use) before they are shipped, if an electronic item does not work when it arrives, chances are it was damaged during shipping. If damage is confirmed, refusing to sign, or signing as stated above, should help you file a claim for free shipping for a product replacement.
- Check with people in your area for the reliability of different shipping companies. There have been some reports of shipping companies such as UPS, Fedex, and DHL whose employees toss packages out of their delivery vans onto their customers’ lawns. A comparison of the care given to packages was conducted by Popular Mechanics by mailing a device that measured the changes in temperature, the number of bumps, the strength of the bumps, and the number of position changes a package made while in transit, and it was found that of all delivery methods, USPS had the safest services.
- In many countries, you can save on importation taxes by having products marked as gifts or undervalued. Some of our customers have had problems with corrupt customs officials overcharging importation taxes for products, if you experience such problems with customs officials in your country, our customer service representatives will be glad to help you with making such arrangements at no additional cost. Or you can leave such instructions in the Comments section at the end of the order process.