returns and repair questions support

Returns & exchanges

What if my Big Joe just isn't for me?

April 1st, 2020

In response to COVID-19, Big Joe is not accepting returns at this time to support key health and safety measures until further notice. When we are able to begin accepting returns again, this page will be updated with details related to extended return and refund timelines.

Thank you for understanding!


We certainly hope that you’ll love your Big Joe product the moment it shows up at your door. But if for some strange reason it’s just not a good match, you can initiate a return under Order History > My Orders in your Acount dashboard for a full refund within 30 days of order placement.  Want to speak to someone directly about your return? Contact us at +1 (844) 578-8933 or email Please note you are responsible for return shipment of your product.

Once we receive your shipment we'll inspect it and refund the purchase price back to the form of payment used. Returns that are deemed to have missing items, or in non-sellable condition will be charged a 15% restocking fee. Returns over 30 days are not accepted.

Extended holiday policy:
During the month of November and December returns are accepted for a full refund up to 45 days from time of order placement.


When will I receive my refund?
Most financial institutions will take an average of 3-5 business days to process the refund once approved, however, it could take longer. Please allow up to 7 business days for your refund to reflect on your statement prior to contacting us.


Will I be refunded my express shipping costs?
No. We provide free standard delivery for all orders. Any express shipping charges, if available, will not be refunded.