FAQs
Who operates BigFamGift?
BigFamGift is operated by XIAOCHI GLOBAL LIMITED (小池國際有限公司), Hong Kong company registration number 3127812. See our Contact Information for our registered business address and support details.
How do I order?
Select a product and its available options, check your personalization details, add it to your cart and complete checkout. Review the delivery address, currency, shipping service and order total before paying.
Where are products made and shipped from?
Our products are produced in China and dispatched from China. Production takes 2 business days.
What does shipping cost and how long does it take?
Standard shipping is US$6.99 with an estimated 10-15 business days in transit after dispatch. Expedited shipping is US$12.99 with an estimated 7-10 business days in transit. Add the 2-business-day production period. Orders of US$99 or more qualify for free standard shipping to supported worldwide destinations. Import duties and import taxes are borne by BigFamGift. See our Shipping & Delivery Policy.
Can I change or cancel an order?
Contact support@bigfamgift.com as soon as possible. Personalized order changes and change-of-mind cancellations can only be accepted before production begins, subject to applicable law. We will confirm whether your request can still be accommodated.
Can I return a personalized item?
Personalized items are not eligible for change-of-mind returns. Remedies remain available for damaged, defective, incorrect or missing items and under applicable consumer law. Contact us within 30 days of delivery for our standard support process.
What if my item is damaged, incorrect or missing?
Email your order number and issue details to support@bigfamgift.com. We arrange a free replacement. If we cannot provide a replacement, we refund the affected item, subject to any additional remedy required by law. BigFamGift pays necessary return postage for issues for which we are responsible.
How are approved refunds processed?
Where a return is required, we initiate an approved refund to the original payment method within 7 business days after the return is received and inspected and the refund is approved. Where we confirm no return is required, the period starts at approval. See our Return & Refund Policy.
Which payment methods are accepted?
The payment methods available for your order are shown at checkout. Review those methods and the final amount before payment.
How can I contact you?
Email support@bigfamgift.com. Our email service hours are Monday-Saturday, 24 hours a day, U.S. Eastern Time (ET). We are closed on Sundays and do not provide telephone support.