Frequently Asked Questions
Ordering & Processing
How long will it take for my order to be processed and shipped?
It is our goal to process and fulfill all orders within 48 hours of being placed. We will notify you by email once your items have been shipped with your order tracking information. Please note that if your order has an item on back order, the order will not be shipped until all items are ready to be shipped.
When will I receive my order?
The shipping timeframe is dependent on the shipping option you selected for your order. Orders using our standard domestic shipping (Canada Post’s Expedited Parcel™) ground shipping services should be received with 7 business days of your order shipping date. International delivery time frames will vary dependent on the shipping option you selected for your order. Please note if you selected ground shipping (Canada Post’s Tracked Packet™– International) allow up to 10 business days for delivery as there may be extra processing time with customs. You can track all your orders using the tracking information provided in our shipping notification email.
Do you provide tracking information for my order?
Yes, we only provide shipping options that include tracking services to ensure that you can see and track your orders progress. We will email you your order’s tracking information once your package has been shipped. Please note that it can take time for shipper to update their shipping and tracking information.
Where are my items shipping from?
We are proud to state that all our products are manufactured and shipped from our facility located in Nanaimo on Vancouver Island, BC, Canada. Yes... we're proud Islanders!
Will my order be sent in one package?
For logistical reasons and to avoid shipping damage, we may ship your items from the same order in separate packages. We will notify you by email if your order was shipped in multiple packages when we provide you with your order tracking information. Please note that you will not be changed for additional shipping costs.
Do you ship international orders?
Yes, we ship to more than 192 countries worldwide with Canada Post. Quick or budget-friendly, we’ve got different expedited shipping options to meet your international shipping needs. All duty and taxes will be collected from you when the parcel is delivered. Please note that there may be additional delays receiving your order due to additional processing time required for customs clearance.
What do I do if I have not received my package?
First track your package using the tracking number provided and if the delivery is delayed or is still in transit, please contact the Canada Post for delivery status and details. Please contact us at: email@example.com and let us know of your issue and we will work with you and our shipper to resolve your delivery issues.
Shipping & Rates
Do you offer Free Shipping?
Yes, we do for Canadian domestic orders over $50.00. We use Canada Post’s Expedited Parcel™ ground shipping services and we will provide your order tracking information by email once its shipped. Please note that depending on your location it can take up to 7 business days for delivery.
What domestic shipping options do you offer?
We can deliver your order, when you need it, across anywhere across Canada. We have a variety of shipping options for whether you want it there tomorrow, or you’re looking to lower costs, we have shipping options that cater to your needs. We offer: Expedited Parcel™ is a fast, cost-effective ground shipping option with orders delivered in up to 7 business days, Xpresspost™ is a cost effective air shipping option with orders delivered in up to 2 business days, Priority™ is our fastest shipping option with orders with next-business day delivery between major urban centres.
What international shipping options do you offer?
We currently ship to more than 192 countries worldwide using Canada Post. We offer quick or budget-friendly shipping options and provide hassle-free customs clearance. All duty and taxes will be collected from you when the parcel is delivered. Our international shipping options are: Tracked Packet™– International is a economical ground shipping option with orders delivered in up to 10 business days, Xpresspost™ – International is a quick, affordable air shipping option with orders delivered in up to 7 business days, Priority™ Worldwide is the fastest and guaranteed shipping option with orders delivered in up to 3 business days.
How can I estimate the shipping costs for my order?
When you checkout, the Shopping Cart will automatically calculate your shipping costs for your order. If you would like to get a shipping estimate based on your order; the items selected, their weight, and where it’s going. Follow the steps below to estimate the shipping costs for items in your Shopping Cart: Step 1 - Select Proceed to Checkout, Step 2 - Select or add your shipping address, Select a shipping speed/option and select Continue, Step 3 - Select a payment method and select Continue. Step 4 - The total shipping & handling cost will be listed under Order Summary.
How does your Satisfaction Guarantee work?
At Big City Beards we stand by our high-quality products and our 100% Money Back Satisfaction Guarantee is simple and transparent, if within 30 days and you're not happy with your purchase for any reason we will refund 100% of the purchase price. To be eligible for a return or exchange, your item it must be in the original packaging with the original receipt or proof of purchase. To return or exchange a product that you are not satisfied with, please see below for contact information or send us an email to: firstname.lastname@example.org.
How do I safely store my product?
Your Big City Beards products best stored in a tightly closed container in a cool and dry place, protected from direct sunlight. When stored for more than 12 months, quality should be checked before use.
Do you test your products for safety?
Yes, all our product’s organic ingredients are analyzed by independent 3rd party expert microbiologists for the presence of bio-hazardous microorganisms (fungi, bacteria, viruses and mold), heavy metals, and pesticides. We produce all our products using Good Manufacturing Practices as defined by Health Canada to ensure no contamination during manufacturing process. We preform these tests to ensure that our products are not contaminated or provide a health risk to our customers.
Are all of your products made in Canada?
Yes, our goal is to produce socially responsible and organic products. All our Beard Oils, Balms, Shampoos are manufactured in Canada using Certified Organic ingredients sourced from international suppliers. We are not a private label company; we have created all our own proprietary blends and formulations and produce our products in our own facilities. Please note that we do offer ancillary products like clothing, razors, etc. that we do not manufacture ourselves and as a result may not be manufactured in Canada.
To learn more about Big City Beards Company Polices, please click on the links below:
Still Have Questions?
Feel free to contact us with any questions you may have:
Mon-Sat 9am-5pm PST
By Snail Mail:
Big City Beards
Attn: Management Team
PO Box 7, Stn A