We endeavor to process and ship all within 5 business days. Certain goods can take up to 45 days or more to be delivered.
Big Game Bikes does not charge VAT or taxes to customers outside of the United Kingdom. If you are from outside the United Kingdom then any import duty, VAT or taxes payable are the responsibility of the customer. We will not provide a refund if you order refuse to accept an order for which VAT, duty or taxes are payable.
eBikes are shipped using a specialist eBike courier due to the lithium battery being classed as ‘Dangerous Goods’. This excludes weekends and typically takes around 3 days.
If you have pre-ordered an eBike then it will be shipped the day after we receive the bicycle from the manufacturer.
Other products are shipped from either the UK or EU. Please, allow up to 30 days for delivery.
Orders sent outside the UK may be subject to additional customs duties/taxes. These additional costs are entirely the responsibility of the customer!
Delivery Address Changes
If you would like to change the delivery address for your order, please contact us by email and include your new shipping address. Once the order is shipped, we cannot change the delivery address.
Sadly, we are unable to ship your order to a PO Boxes, to military addresses. Contact us if you need help.
Packages Damaged, Lost, or Missing While in Transit
If you have a suspicion of your parcel being lost or missing while in transit, please contact us by email. We can contact the shipping company to investigate the issue.
If your package has indeed gone missing, we will send you a new one free of charge or send you a full refund.
If your package has arrived damaged, contact us and we will provide a replacement or refund as soon as possible.
Returns and Refunds
eBike batteries cannot be returned unless faulty and by prior arrangement.
We will happily accept returns within 14 days of you receiving the item for any reason. Please, click here to start your return.
The item must be returned to us in the original packaging, unopened, and unused.
Once we receive the package, the refund will be processed.
We will reimburse you for all payments which we have received from you in relation to your order, excluding the cost of delivery and return shipping.
eBikes can be returned, within 14 days but must have less than 10 miles on the odometer. Note, if you return your ebike because you have changed your mind or for any reason other than a fault, a return shipping charge of £99.00 will be deducted from your refund.
We provide a 90 day warranty period unless otherwise stated or agreed.
If you would like to issue a warranty claim, the claim should be submitted within 90 days of you receiving the package.
The return shipping will be pre-paid for by the customer, however, we will reimburse you once the warranty claim is successful.
Upon the acquirement of the package containing the products for the warranty claim, we will process your warranty claim within 7 days.
For our full Returns and Refunds policy, we refer you to our terms and conditions.
For questions, support, problems, or warranty claims, please contact us.