Our FAQ page contains information about our shipping and ordering, return and exchange policies. Please read these carefully and ensure you fully understand them before ordering any products from our site.

Where do you ship from?

Presently, we ship from our Western Australian office. 

What are your delivery Times?

Our orders are typically shipped within 1-3 days of receiving your order.

For deliveries within Australian:

• Standard Auspost: Allow 2-6 business days for delivery once dispatched
• Express Auspost:  Allow 1-3 business days for delivery once dispatched

For deliveries heading overseas:

• Standard Auspost International: Delivery times can take anywhere between 9 to 25 business days. 

For updates within Australia Post, please check: https://auspost.com.au/service-updates/domestic-delivery-updates

How do I track my order?

Be sure to monitor the tracking and delivery of your parcel. You can monitor using the tracking link provided in the automated email sent when your product ships. All items are shipped through Australia Post can be tracked here.

If the item is returned due to delivery issues, you’ll be charged for re-shipping.

If your parcel is being sent internationally via Australia Post International, your tracking number can be used on your respective country's postal service website.

Canada: Canada Post

United States: USPS

How can I change or cancel my order?

If you contact us ASAP we will do our very best to make a change to your order, or cancel your order before it is processed and shipped. Please contact our team at bigskyrodeoco@gmail.com stating your order number and your request.

If your cancellation is accepted, a store credit will be issued.

If you request a change or cancellation once your order has been processed, we will not be able to make any changes to your order.

Important, if your order has been shipped, we cannot make any changes to your shipping address. Please contact the relative postal service with your tracking number, to ask for your parcel to be redirected.

I want to order an item that says pre-order, what does this mean?

If you notice products marked ‘pre-order’, this means the products are currently not in stock. You can still order and you will receive information on lead times with your confirmation email. These can be subject to change based on our suppliers shipping status. 

What happens if my order is return to sender (RTS)?

If the parcel cannot be delivered due to the customers error, or if a customer refuses to pay the required customs/import fees applicable to their country, fails to arrange delivery with the courier company, or fails to pick up the parcel from the collection point, the parcel becomes a return to sender (RTS). We will contact you (the customer) when we receive your parcel back at our HQ with further instructions.

The customer will be charged for re-shipment and it is the customers responsibility to make payment and provide the true and correct address, as well as collecting their parcel from the collection point, if applicable.

If the customer has changed their mind on their purchase and does not want their order to be re-shipped, we will issue a store credit for the item(s) you purchased, minus the return fees. 

How do I use a discount code?

All discount codes must be applied during the checkout process. It is not possible to add a discount code after your order has been placed. We are unable to issue refunds or store credits if you forget to use a discount code.

You can still use your discount code on any new orders, as long as the code is still valid.

Do you accept returns?

We generally do not accept returns and exchanges. Exceptions are made on a case by case basis, provided that you contact us within 7 days of receiving your order and the product(s) remain unused and inside their original packaging. Contact us at bigskyrodeoco@gmail.com with your order number and details.

All returns will be processed for either a store credit or exchange only.

• Orders within Australia: We can provide a return label to attach to your return shipment at your expense.
• International orders: You will need to arrange for the product(s) to be returned at your cost. Please contact us via email for more information.

Please be aware that for returns and exchanges, a restocking fee of $4.99 AUD applies. We will not accept returns or exchanges without prior authorization.

Any shipping fees paid are non-refundable.

Processing Times:

Once your return has arrived at our warehouse, please allow 7 days for your return to be inspected and processed by our team.

Damages and Issues:

If you receive an item that is defective or is the wrong product, please contact us at bigskyrodeoco@gmail.com within the first 7 days of receiving your order. Please provide your order number and include photographs of the affected product, and we will be able to assist you from there.

Exceptions / Non-Returnable Items:

We cannot accept returns for sale items or gift cards.

Refunds:

We do not offer refunds; however, we can issue a store credit. Please be aware that the store credit has no expiration date, so you can use this at any time.

Privacy Policy

What information do you collect?

We collect information from you when you register on our site, place an order, subscribe to our newsletter, respond to a survey or fill out a form. When ordering or registering on our site, as appropriate, you may be asked to enter you’re; name, e-mail address, mailing address or phone number. You may, however, visit our site anonymously. Our company may also automatically record information that your browser sends whenever you visit a website. This data may include:

• Your computer’s IP address
• Browser type
• Webpage you were visiting before you came to our site
• The pages within this website that you visit
• The time spent on those pages, items and information searched for on our site, access times and dates, and other statistics.

This information is collected for analysis and evaluation in order to help us improve our site and the services and products we provide. This data will not be used in association with any other personal information.

What do you use my information for?

Any of the information we collect from you may be used in one of the following ways:

• To personalise your experience (your information helps us to better respond to your
  individual needs)
• To improve our website (we continually strive to improve our website offerings based on the information and feedback we receive from you)
• To improve customer service (your information helps us to more effectively respond to your customer service requests and support needs)
• To process transactions
• To serve you more relevant advertisements (referred to as “Retargeting”)
• We collect information about where you saw the ads we serve you and what ads you clicked on

Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of;

• Delivering the purchased product or service requested
• To administer a contest, promotion, survey or other site feature
• To send periodic emails

The email address you provide for order processing, will only be used to send you information and updates pertaining to your order.

Note: If at any time you would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.

How do you protect my information?

We implement a variety of security measures to maintain the safety of your personal information when you place an order or enter, submit, or access your personal information. We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway providers database only to be accessible by those authorised with special access rights to such systems, and are required to keep the information confidential. After a transaction, your private information (credit cards, social security numbers, financials, etc.) will not be stored on our servers.

Do you use cookies?

We do! Cookies are small files that a site or its service provider transfers to your computer’s hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognise your browser and capture and remember certain information. We use cookies to help us remember and process the items in your shopping cart, understand and save your preferences for future visits, keep track of advertisements and compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.

Do you share or disclose my information to any outside parties?

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

What are third party links?

Occasionally, at our discretion, we may include or offer third party products or services on our website. These third party sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.

Facebook

We use Conversion Tracking and Custom Audiences from this website. Third parties such as Facebook may use cookies, web beacons, and similar technologies to collect or receive information from your website and elsewhere on the internet and use that information to provide measurement services and target ads.

Google

We use Google Analytics’ 3rd-party audience data such as age, gender and interests to better understanding the behaviour of our customers and work with companies that collect information about your online activities to provide advertising targeted to suit your interests and preferences. For example, you may see certain ads on this website or other websites because we contract with Google and other similar companies to target our ads based on information we or they have collected, including information that was collected through automated means (such as cookies and web beacons). These companies also use automated technologies to collect information when you click on our ads, which helps track and manage the effectiveness of our marketing efforts.

Opting out

You may opt out of the automated collection of information by third-party ad networks for the purpose of delivering advertisements tailored to your interests, by visiting the consumer opt-out page for the Self-Regulatory Principles for Online Behavioural Advertising at http://www.aboutads.info/choices/ and edit or opt-out your Google Display Network ads’ preferences at http://www.google.com/ads/preferences/.

How do I consent?

By using our site, you consent to this website’s privacy policy.

Questions?

If there are any questions regarding this privacy policy you may contact us using the contact page on this website.