Shipping policy
At Big.Fans, we handle every order with care, discretion, and reliability. This Shipping & Delivery Policy explains how orders are processed, fulfilled, packaged, shipped, and cleared through customs, as well as how duties, taxes, and exceptional package situations are handled.
Order Processing & Fulfillment Time
Orders are generally processed within 1–3 business days after payment is confirmed. Processing times may be longer during periods of high demand, new product launches, promotions, holidays, inventory checks, or large-item inspections.
Large or special items, or items requiring additional inspection and packaging, may need more time to process. Once your order has been fulfilled and handed over to the carrier, you will receive a shipping confirmation email containing tracking information.
If we anticipate that an order cannot ship within the original estimated processing time, we may contact you by email to explain the delay and, where applicable, offer you the choice to continue waiting, modify your order, or cancel it.
Free Discreet Shipping
Big.Fans offers free discreet shipping on eligible orders; whether it applies to your order is shown at checkout. Available destinations, products, and shipping methods will be displayed based on the destination country or region you enter at checkout.
For eligible orders to non-remote areas, the base shipping cost is covered by Big.Fans. However, free discreet shipping does not include any import duties, VAT, consumption tax, customs clearance fees, customs brokerage fees, remote-area surcharges, secondary clearance fees, carrier collection fees, or other local charges that may arise in the destination country or region, unless expressly stated otherwise on the relevant page.
Unless expressly stated otherwise on the product page, cart page, or checkout page, the amount shown at checkout does not include any import duties, taxes, customs clearance fees, carrier collection fees, or other local charges that may arise in the destination country or region.
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.
Discreet Packaging & Shipping
We take your privacy seriously. All orders are shipped in discreet packaging wherever possible. We do not intentionally display explicit adult product names, sensitive descriptions, creator names, or prominent branding on the outside of the package in a way that would directly reveal the package contents.
Subject to carrier, customs, and import requirements, we will prepare shipping labels and customs declarations as discreetly and unobtrusively as possible.
In order to comply with customs, carrier, and local legal requirements, Big.Fans does not make false declarations, under-declare shipment values, or provide inaccurate product descriptions. Discreet packaging does not mean we are able to bypass lawful declaration, clearance, or import requirements.
Adult Products & Buyer Responsibilities
Some of the products sold by Big.Fans may be adult products, adult collectibles, or other items restricted by destination regulations. The buyer is responsible for ensuring that they and their designated recipient have reached the legal age to purchase, receive, possess, and use the relevant products in the destination country or region.
The buyer is responsible for confirming that the destination country or region permits the import, receipt, possession, and use of the purchased products. If a package cannot be cleared, cannot be delivered, or is returned, abandoned, detained, or destroyed due to destination laws or regulations, customs rules, carrier restrictions, or product-type restrictions, the related responsibility and costs may be borne by the buyer or their designated recipient.
Returns & Refunds
For hygiene and safety reasons, adult products, intimate items, and similar hygiene-sensitive goods may not be suitable for resale or return once unsealed, used, or once the original seal or tamper-evident packaging has been broken. To the extent permitted by applicable law, such items are not eligible for no-reason returns or the right of withdrawal once unsealed or once the seal has been broken.
This policy covers only the shipping and delivery rules for orders. For the full conditions governing returns, refunds, and exchanges, please refer to the Big.Fans Return & Refund Policy. In the event of any inconsistency between this policy and the Return & Refund Policy on refund matters, the Return & Refund Policy shall prevail.
Estimated Delivery Times
The delivery times below apply only to orders and shipping routes shown as available for purchase and delivery at checkout. The times below are estimates measured from the date an order ships and do not include order processing time. Actual delivery times may vary due to destination, item size, carrier arrangements, local clearance speed, holidays, weather, shipping peaks, or force majeure events.
- United States: approx. 5–10 business days
- Canada: approx. 5–7 business days
- United Kingdom: approx. 8–10 business days
- Selected EU countries: approx. 8–10 business days
- Hong Kong / Macau / Taiwan: approx. 3–5 business days
- Japan: approx. 4–8 business days
- South Korea: approx. 5–7 business days
- Singapore: approx. 5–7 business days
- Malaysia: approx. 5–7 business days
- Thailand: approx. 8–10 business days
- Australia: approx. 10–14 business days
- New Zealand: approx. 7–10 business days
The times above are for reference only and do not constitute a guaranteed delivery date. Large items, remote areas, customs inspection, secondary clearance, local carrier delays, or other factors beyond our control may all extend delivery times.
Shippable Regions & Restrictions
Big.Fans currently ships only to selected eligible countries and regions. Available destinations, products, and shipping methods will be displayed based on the destination country or region you enter at checkout.
In this policy, "eligible" means that the order's destination, product type, shipping route, and payment status all meet Big.Fans' current fulfillment and compliance requirements; "remote area" means a delivery zone designated by the carrier that requires a surcharge or extended delivery time. Availability and applicable shipping options are ultimately determined by what is shown at checkout.
Because different countries and regions have different requirements for adult products, imported goods, customs declarations, and carrier delivery, some products may not be deliverable to certain destinations. Even if a country or region was previously available, it may be adjusted on a temporary basis due to local laws and regulations, customs requirements, carrier policies, product-type restrictions, or changes to logistics routes.
If Big.Fans determines that an order cannot be fulfilled safely, lawfully, or reasonably due to destination regulations, adult-product import restrictions, carrier rules, clearance risks, incomplete or incorrect address information, payment risk, or logistics-route limitations, Big.Fans reserves the right to cancel that order before shipment and refund the corresponding amount paid for that order.
Customs, Duties & Import Taxes
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, remote-area surcharges, secondary clearance fees, carrier collection fees, or other local charges that may be levied locally.
Big.Fans offers free discreet shipping to eligible countries and regions, but free discreet shipping does not include any import duties, VAT, consumption tax, customs clearance fees, customs brokerage fees, secondary clearance fees, carrier collection fees, or other local charges that may arise in the destination country or region, unless expressly stated otherwise on the relevant page.
An order is considered to include the relevant taxes and duties only where the product page, cart page, or checkout page expressly states that the order includes such charges. Unless expressly stated otherwise on the relevant page, Big.Fans does not promise that orders are shipped on a Delivered Duty Paid (DDP) or tax-inclusive basis, nor can it guarantee that no additional taxes, secondary clearance fees, or local carrier-related charges will arise in the destination country or region. Where such charges are levied by local customs, the carrier, a delivery partner, a customs broker, or another authority, they shall be borne by the buyer or their designated recipient.
Special Note for Large Items to Japan
For large items shipped to Japan, Big.Fans may offer free discreet shipping on eligible orders, but such shipping does not include any import duties, consumption tax, customs clearance fees, customs brokerage fees, carrier collection fees, secondary clearance fees, or other local charges that may arise in Japan.
Big.Fans does not currently promise that large items shipped to Japan will be shipped on a Delivered Duty Paid (DDP) or tax-inclusive basis. Where such charges are levied at the time of clearance or delivery by Japanese customs, the carrier, a delivery partner, a customs broker, or another authority, they shall be borne by the buyer or their designated recipient.
The buyer is responsible for ensuring that their designated recipient understands and cooperates with local clearance, tax payment, and delivery requirements in Japan.
Buyer & Recipient Clearance Cooperation Obligations
If local customs, the carrier, or a delivery partner requests additional information, identity documents, tax information, proof of purchase, clearance documents, confirmation of contact details, or payment of related charges, the buyer or their designated recipient should promptly cooperate to complete the clearance and delivery process.
Clearance in some countries or regions requires the buyer to provide personal clearance identification information, tax information, or other information required for import. The buyer is responsible for promptly providing such information when required for clearance.
The buyer is responsible for ensuring that their designated recipient understands and cooperates with the clearance, tax payment, and delivery requirements of the destination country or region.
To complete clearance and delivery, Big.Fans may need to provide the name, address, contact details, and identity or tax information supplied by the buyer or their designated recipient to the carrier, a customs broker, or relevant competent authorities. Such personal information will be used only for fulfillment, clearance, and delivery purposes. For details on how this information is handled, please refer to the Big.Fans Privacy Policy.
To the extent permitted by applicable law, if a package is delayed, returned, abandoned, detained, destroyed, or incurs additional charges because the buyer or their designated recipient fails to cooperate with clearance in time, refuses to provide information, refuses to pay local charges, provides an incorrect address or contact details, fails to be present to accept delivery, or refuses the package, the related shipping fees, return fees, taxes and duties, clearance fees, carrier fees, and unrecoverable product costs may be non-refundable.
Tracking Information
After your order ships, tracking information will be sent to the email address you used at checkout. After the carrier receives the package, it may take 24–72 hours for tracking updates to appear.
During certain stages of cross-border transport, tracking information may not update for a short period; this does not necessarily mean the package is lost. Please rely on the latest information from the carrier or the tracking page.
Incorrect Delivery Information
Please make sure your delivery address, contact phone number, postal code, email address, and any other required details are accurate and complete before placing an order. To the extent permitted by applicable law, for any delay, failed delivery, return, abandonment, detention, destruction, or loss of a package caused by incorrect or incomplete delivery information provided by the buyer, the related costs and losses may be borne by the buyer.
If an order has not yet shipped, you may contact us as soon as possible to try to change the address; once an order has shipped, we may be unable to intercept or change the delivery information.
Lost, Delayed, Returned, Abandoned, Detained, or Destroyed Packages
If your package shows a significant delay, has been returned, appears lost, or shows any other unusual status, please contact us at support@big.fans. We will do our best to help check the shipping status and, where possible, communicate with the carrier or logistics partner to resolve the matter.
For a package that is lost in transit for reasons not attributable to the buyer or their designated recipient, and that is confirmed lost in transit by the carrier or logistics partner, Big.Fans will arrange a reshipment or refund the corresponding product amount, subject to stock, the order circumstances, and applicable legal requirements.
If tracking information shows the package has been delivered but the buyer or their designated recipient states they did not receive it, Big.Fans will do its best to help contact the carrier or logistics partner to investigate. Whether a reshipment or refund is provided will be determined on a case-by-case basis, taking into account the carrier's investigation results, proof of delivery, the order circumstances, and applicable legal requirements.
To the extent permitted by applicable law, if a package is returned, abandoned, detained, or destroyed because the buyer or their designated recipient refuses the package, refuses to pay destination charges, fails to cooperate with clearance, provides an incorrect address or contact details, fails to be present to accept delivery, or because of local legal restrictions, adult-product import restrictions, or destination delivery restrictions, the related shipping fees, return fees, taxes and duties, clearance fees, carrier fees, and unrecoverable product costs may be non-refundable.
Consumer Rights & Dispute Resolution
This policy does not limit any non-excludable rights you may have under the mandatory consumer protection laws applicable in your place of residence. If any provision of this policy conflicts with applicable mandatory consumer protection law, the requirements of that mandatory law shall prevail.
For any dispute arising from shipping and delivery, both parties should first seek to resolve it amicably through support@big.fans.
Contact Us
If you have any questions about shipping, tracking, customs clearance, or our delivery policy, please contact us at support@big.fans.