Big Dog Hobbies wants you to be completely satisfied with your purchase.  Should you wish to return your item, please refer to the following return policies.


 Returns on Unopened Items  
You may return most items for a full product-refund of the purchase price as long as it meets the following requirements:
1) the item is brand new and in resalable condition
2) the item is unopened and in its original product packaging; and
3) the item has had no use at all; and
4) the item is returned and receipt acknowledged by us within 30 days of the purchase date.  

Any items that are opened, modified, altered, used, assembled and/or unassembled, painted, worked on etc. in any way is considered to be used and non-returnable as a full purchase-price return. Hazardous materials will NOT be accepted back as a return due to Department of Transportation regulations.  Refunds are returned back to the original billing party,

To be eligible for any return, you must receive a Return Merchandise Authorization (RMA) number from Big dog Hobbies prior to shipping the item to us as a return or we may refuse the delivery.  You are responsible for the shipping costs both ways for any deliveries that are refused by us as a result of not having an RMA number noted on the shipping label.  The RMA number must be provided on the return shipping label.  We cannot accept returns without an RMA number or beyond the 30-day time frame.   In addition, Big Dog Hobbies will not be responsible shipping costs (both ways) for unauthorized returns.

When packing your order for return, please be sure all the original packing material and instruction papers and/or manuals are included. Items with defaced packaging, missing parts, missing warranty cards or manuals, missing UPC/barcodes, or items that are not properly packed to avoid damage during shipment are not eligible for return. Final approval of any refund amount is based on final inspection from Big Dog Hobbies’ Operations Department.  If the item meets these requirements, a full refund, minus original shipping costs to the customer, will be refunded to the billing party.

Returns on Opened Items
If your item has been opened and you simply do not like the item(s), you ordered the wrong item(s), or it just wasn't what you expected, a refund can be issued back to the original billing party, minus shipping cost and a 20% restocking fee.  To be eligible for a refund, the item must be in brand new and resalable condition. When packing your order for return, please be sure all the original packing material and instruction papers and/or manuals are included. Items with defaced packaging, missing parts, missing warranty cards or manuals, missing UPC/barcodes, or items that are not properly packed to avoid damage during shipment are not eligible for return. Final approval of any refund amount is based on final inspection from Big Dog Hobbies’ Operations Department. 

 Shipping Address for Returns.
Ship all items to:

Big Dog Hobbies, Inc.
Attention: Returns Department
117 Loop 150 W
Bastrop, TX 78602

Include your RMA # on the Return Shipping Label.
Don’t forget to ship it back trackable.

Shipping Costs and Restocking Fee.
The customer is responsible for paying shipping costs when returning an item to us, and for ensuring that the item is shipped with insurance and tracking.  Should we not receive the item being returned to us, or should the item be damaged in any way while in transit to us, Big Dog Hobbies is not responsible for the cost of either the product or shipping costs to us.  If you have questions, please check with us regarding these requirements before returning your purchase. We recommend you use a shipper such as USPS, FedEx or UPS where the package can be tracked and insured.

Defective Items, Missing Parts, or if Item is not as Described on Website.   Should you receive an item that you feel is defective, has missing parts, or is not as described on the website, please contact us within 48 hours of receipt of the item or your claim may be deemed ineligible. Email us a detailed description of the problem and email us a clear photo(s) of the item including defective area, and include all packaging and accessories in the photo.   The photo can be taken from a digital camera or from most smart phones and can be emailed to support@bigdoghobbies.com.  We may also ask that you contact the manufacturer's tech support center to ensure that the item is defective.  Failure to provide us with a description of the problem or clear photos may deem your claim ineligible at our discretion.

We will forward you a replacement item at our shipping cost upon after each of the following has been completed:
1) issuance of a Return Merchant Authorization by us, and
2) receipt of the item back from you, and
3) we have determined that it is truly defective item, that it has a missing part, or that the item is materially different than as described on the website.

You will be responsible for the cost of shipping the item back to us for review.  Upon inspection and confirmation that the item was truly defective, that it has a missing part, or that the item is materially different than as described on the website, we will refund to you the cost of shipping the item back to us.  In no cases will replacement items be made for items that are received by Big dog Hobbies more than 14 days after the original receipt of the item by customer.

Note that should you choose to not forward a photo to us or contact the manufacturer when either is requested by us, then we are unable to validate your claim and we may render your claim ineligible at our discretion.

Items Damaged in Shipment.  If you receive an item that was damaged in shipment, please refuse the package delivery if possible.  If you have already accepted the item and realized the item has been damaged after you have accepted delivery of it, please contact Big Dog Hobbies within 3 days of receipt of delivery so we can get the situation resolved quickly.  Waiting more than 3 days may render your claim invalid.  You must keep the item and all the original packaging materials if needed for inspection. 

Misuse.  Big Dog Hobbies accepts no responsibility and has no liability for the improper installation and/or use of purchased products.

Questions. If you have any questions not addressed here, please email Big Dog Hobbies Customer Service at support@bigdoghobbies.com, or contact us at (512)772-1194.