Frequently Asked Questions

Yes. Big.Fans uses discreet packaging wherever possible. We do not intentionally print explicit adult product names, sensitive descriptions, creator names, or information that would directly reveal the package contents on the outside of the package.

To comply with carrier, customs, and import requirements, shipping labels or clearance information may need to include necessary recipient, declaration, or delivery information. For details, please see our Shipping & Delivery Policy.

Orders are generally processed within 1–3 business days after payment is confirmed. Estimated delivery times after shipment may vary depending on the destination, item size, carrier, customs clearance speed, holidays, weather, shipping peaks, or other factors beyond our control.

Available destinations, shipping methods, and estimated delivery times will be shown based on the destination country or region you enter at checkout. For more information about processing times, estimated delivery times, customs clearance, remote areas, and exceptional package situations, please see our Shipping & Delivery Policy.

Big.Fans is committed to providing creator merchandise from official authorization cooperation or recognized supply channels. We maintain relevant authorization, cooperation, or supply-chain proof based on actual cooperation arrangements.

Some products may include an anti-counterfeit QR code, anti-counterfeit label, verification code, or other official verification mark. The specific form may vary depending on the product, batch, manufacturer, or brand requirements. For more information, please visit our Authenticity Guarantee page.

If your product packaging or label includes an anti-counterfeit QR code, verification code, or other verification mark, please follow the instructions on the packaging to verify it.

If the anti-counterfeit coating has been scratched off, the QR code is damaged, the verification page appears abnormal, or you have questions about the verification result, please keep the product packaging, labels, order information, and relevant photos, and contact us at support@big.fans.

Big.Fans supports multiple mainstream payment methods for global users, including supported credit cards, debit cards, digital wallets, and buy-now-pay-later or installment payment services where available. Actual payment methods may vary depending on your location, order amount, device, browser, and payment service provider rules. Please refer to the options shown at checkout.

Our payment process is supported by Shopify and relevant payment service providers through secure payment infrastructure, with support for multi-currency settlement and major international payment networks. We generally do not directly store full payment card numbers, and relevant payment information is processed by payment service providers, card issuers, or banks according to their security rules. For more information, please visit our Secure Payment page.

For international orders, the buyer or their designated recipient is responsible for complying with the import regulations of the destination country or region, and for paying any import duties, VAT, consumption tax, customs clearance fees, customs brokerage fees, carrier collection fees, or other local charges that may be levied locally.

Unless expressly stated otherwise on the relevant page, Big.Fans' free discreet shipping does not mean Delivered Duty Paid (DDP) or tax-inclusive shipping, nor does it mean that no additional charges will arise in the destination country or region. For details, please see our Shipping & Delivery Policy.

Because some products sold by Big.Fans are intended for private personal use, returns and refunds are handled with care for reasons of hygiene, safety, and fraud prevention.

Private-use items that have been unsealed, used, washed, damaged after receipt (other than due to our fault), or otherwise similarly handled may not be eligible for return or exchange. For rules on damaged, defective, or incorrect items, the refund process, return shipping costs, and refused packages, please see our Return & Refund Policy.

You may request to cancel an order within 24 hours of placing it. However, submitting a cancellation request does not mean the order can necessarily be cancelled. We can only cancel an order for you if it has not yet entered processing, procurement, stock preparation, production, packaging, fulfillment, or shipping.

Once an order has entered any of these stages, it may no longer be possible to cancel it. For the full rules, please see our Return & Refund Policy.

Yes. Big.Fans and some of the products displayed or sold on this website are intended for adults only. You must be at least 18 years old, or have reached the legal age of majority in your country or region, whichever is higher, in order to access this website, browse related content, create an account, or place an order.

If you purchase products for another person, you are responsible for ensuring that the designated recipient has also reached the legal age required to receive, possess, and use the relevant products in their location or in the destination country or region. For more information, please see our 18+ Age Policy.

You can contact us at support@big.fans. For order, payment, delivery, customs clearance, return, or privacy-related issues, we recommend using email first so we can verify and follow up more accurately.

We usually reply within 2 hours, and generally no later than 12 hours. During new product launches, order peaks, weekends, holidays, or when further verification is needed, response times may be slightly longer.