Our mission at BIG Machine Parts is to provide quality heavy duty parts, at the lowest possible price, with a fanatic commitment to customer service.
Bottom line, we stand behind our products and want our customers to be satisfied with their purchase. We’ll always do our best to take care of customers - our philosophy is to treat them fairly and reasonably; we hope they’ll be fair and reasonable with us as well.
RETURN INSTRUCTIONS AND INFORMATION:
To return an item, please contact one of our Joe’s by phone at (844) 593-4685 or with an email to firstname.lastname@example.org. To help expedite the process please have your order number available and include it on any email correspondence. If you do not have your order number, don’t worry, one of our Joe’s should be able to find your information.
Return Shipping - Return shipping is at the customers expense unless otherwise notified. If possible, we ask that you return the item in the original packaging. If this isn’t possible, we respectfully ask that you carefully and securely pack the item for shipment. Items damaged during shipping are the responsibility of the shipper and will be declined.
Refunds - Each case is handled individually and refunds will be issued in store credit or as a credit to your original method of payment determined at the sole discretion of BIG Machine Parts less any charges for return shipping, handling or re-stocking fees. If your original payment method is credited, we'll credit your account within 14 business days. This will show on your next statement, depending on the issuing bank and/or billing cycle. Store credit is typically issued and available same day. If you have requested an exchange, your account will be charged for the new item and credited for the return. Unfortunately, we cannot refund your original shipping charges.
Do you take everything back?
We'll do our best to take care of you, but there may be an instance where we cannot accommodate a return. Items in their original, unused condition are eligible for return but could be subject to handling and/or re-stocking fees. Items that are damaged or defective will be processed under manufacturers warranty if available. Used items and custom orders are not eligible for return.
Do I need a receipt or order number from my purchase?
Your receipt or order number is certainly helpful, but not necessary. If you don't have a receipt, we should be able to find the purchase in other ways, but we may ask you for more information so we can better assist with your request.
What if the item was installed incorrectly?
We will do our best to take care of customers and deal with them fairly; we ask that our customers treat us fairly as well. From time to time we may not accept a return.
Is there a time limit?
New, unused items in their original packaging may be returned within 30-days of your original purchase date. We will always do our best to take care of customers and deal with them fairly; we ask that our customers treat us fairly as well. There could be a circumstance where we may not accept a return.
Are there restocking fees?
Items that are considered Standard Stocking Items that are returned in new condition, include all original items and are considered resalable will NOT incur a restocking fee. Items are inspected at the time of return receipt and are determined to be resalable at the sole discretion of BIG Machine Parts, LLC.
Items considered "Special Order" or non-stocking items will incur a 20% restocking fee if the return is accepted. There may be an instance were special order or custom items are not eligible for return.
Any Diesel Particulate Filter (DPF) or Diesel Oxidation Catalyst (DOC) that are unused and eligible for return will be subject to a 30% restocking fee imposed by the manufacturer.
Used items or items showing significant wear from installation are not eligible for return.
The customer is responsible for paying all return shipping and handling charges.
All items returned without prior approval will be refused.
What if my question still hasn't been answered?