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Ordering
Which payment methods do you accept?
We accept Visa, Mastercard, and AMEX. Interac E-transfer is available for Canadian customers only. Please refer to our Payments & Security page for all information about payments.
Why do I get the error "Zip code does not match billing address" at checkout?
Our website hosts payment platform uses an AVS (Address Verification System) to protect our customers from credit card fraud.
We have found that sometimes it's a little too strict, so if you're running into this error please try the following options:
1) Verify your billing postal code with your bank. Ensure there are no spaces before or after your postal code.
2) Choose an alternative payment method.
3) Contact us and we will take a manual payment over the phone.
Do I have to pay duty on the product?
No! All duties are included in the price of the product.
Can I modify or cancel my order?
During the busy season (September 1 - December 31), it becomes increasingly difficult to monitor and adjust orders. Please call 1-888-444-4081 during office hours (8:30am - 4:30pm PST Monday - Friday) and we will do what we can! We can cancel orders made within the last 30 minutes.
Can you help me with my online order?
Absolutely! If you’re having trouble placing your order, or just have some questions before checking out, give us a call at 1-888-444-4081. You can also contact us here.
What’s your return policy/warranty?
Our return policies and warranties differ from product to product. Please refer to our Warranty & Return page for full details.
Shipping
Do you ship internationally?
At this point in time, we only ship to Canada and the contiguous United States from our online store. If you are making an order from Hawaii or Alaska, please get in touch with us to make a manual order.
Do you offer free shipping?
Yes! We offer free shipping on all orders over $300.
Do you offer express shipping?
We do! We offer a variety of different express shipping options to suit your needs and budget, from Economy to Priority Overnight. The additional cost can be anywhere from 20 - 100% of the order total, depending on the weight and destination. You'll see the additional cost of each shipping option when making your selection at the checkout stage.
Please see our Shipping Policy page for more information on express shipping options.
Returns & Exchanges
How do I return my product?
Returns can be made within 30 days of purchase. Returns are subject to a 25% restocking fee, and unwanted items must be returned in unused, unopened condition. Customers will incur the cost of return shipping. Please review our detailed Return Policy here. If you would like to return an item, please get in touch with us.
How do I care for my product?
Our lights can stand up to any weather your local climate wants to throw at it! When not in use, we recommend storing all of your Big Star Lights products in a cool, dry location. To keep products in good condition, be mindful not to store them wet, and store them in a breathable storage bin.
Do you offer extended warranties?
Our warranties differ from product to product.
String Lights - 1 year
Twinkly Pro Products - 2 years
Bulbs - 2 years
Electrical wiring and accessories - 3 years
Floodlights - 5 years
All other items - 120 days
For more details, please visit our Warranty & Return page.
