FAQs

Bigbroz (Bigbroz LLC) is a US-based company and an original American sneaker brand. We design our own unique line of Bigbroz footwear, focusing on distinctive styles and quality for customers worldwide.

Our company, Bigbroz LLC, is registered and operates from the United States, with our office address at 444 Alaska Avenue, Suite #BLP363, Torrance, CA 90503. This is our administrative base and where our design process happens. Please note this is not a retail location or return drop-off point. To manage production logistics efficiently and offer competitive pricing for our brand, our primary warehouse and fulfillment center is located in Hong Kong.

We exclusively sell our own original sneaker brand: Bigbroz. All footwear available on our site is designed in-house by our US team, offering unique styles under the Bigbroz label.

All Bigbroz footwear is conceptualized and designed by our team in the USA. To ensure quality production and efficient global distribution at competitive prices, the manufacturing and fulfillment processes are managed through our dedicated facility in Hong Kong.

We are committed to the quality of our Bigbroz brand. Every pair of shoes undergoes quality control checks at our fulfillment center before being shipped. This includes verifying construction, sizing accuracy, and ensuring the product matches the description and photos on our website.

Utilizing a central fulfillment hub in Hong Kong allows us to streamline the production logistics and international shipping for our Bigbroz brand. This operational efficiency helps us manage costs effectively, enabling us to offer our unique, US-designed sneakers at competitive prices to customers globally.

Browse our site, select your desired Bigbroz style and size, add it to your cart, and proceed to checkout. Follow the prompts to enter your shipping and payment details.

We accept major credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and other methods as shown at checkout. All payments are processed securely.

Please contact us at support@bigbrozz.com within 5 hours of placing your order if you need to request a change or cancellation. A 15% management/transaction fee applies to cancellations made within this window. After 5 hours, orders are typically processed for shipment from our Hong Kong facility and cannot be altered. Please also see our Terms of Service for details.

All Bigbroz orders ship directly from our central warehouse and fulfillment hub located in Hong Kong. This allows us to manage logistics for our brand efficiently and offer competitive pricing.

We offer FREE Standard Shipping on all Bigbroz orders worldwide.

After a processing time of 1-3 Business Days, estimated shipping time is approximately 9-12 Business Days for US addresses. This means a total estimated delivery time of 10-15 Business Days. International times vary (typically 14 to 17 business days post-shipping). Please remember these are estimates; international shipping from Hong Kong can experience customs or carrier delays. This model allows us to offer better value on our Bigbroz brand.

You'll receive a shipping confirmation email with a tracking number once your Bigbroz order leaves our Hong Kong facility. Use this number on our Tracking Page or the carrier's site. Allow up to 48 hours for tracking updates.

For US Customers: No. The price you pay at checkout includes all duties and taxes. You will not face additional charges upon delivery.

For International Customers (Outside US): Maybe. Your order may be subject to import duties, taxes, or customs fees levied by your country upon arrival. These potential charges are *not* included in our prices and are the responsibility of the recipient. We recommend checking with your local customs office before ordering if you are unsure.

If your order is damaged during transit, please contact our US-based support immediately (within 7 days of delivery) at support@bigbrozz.com or call +1 (415) 938-9366. Provide your order number and photos of the damaged item and packaging. We will work swiftly to resolve the issue. See our Shipping Policy for details.

Once tracking confirms delivery to your address, Bigbroz is no longer liable for lost or stolen packages. If tracking shows 'Delivered' but you haven't received it, please check around your property, with neighbors, or building management. If it's still missing, contact the shipping carrier directly to report the issue and potentially file a claim.

You have 14 days from receiving your Bigbroz item to initiate a return for eligible items (must be unworn, unused, unwashed, with tags, in original undamaged packaging). You must contact our US support first for a Return Authorization (RA) number and confirmation of the correct US return address: 8122 Cooke Ct, Apt 303, Manassas, VA 20109, United States. Do not send returns without authorization. See our full Refund and Returns Policy for complete details.

If the return is due to our error (damaged, defective, wrong Bigbroz item sent), we cover the standard return shipping cost to our US facility (8122 Cooke Ct, Apt 303, Manassas, VA 20109, United States). For returns due to preference or sizing issues, the customer is responsible for return shipping costs to this US address.

Please email our US support team at support@bigbrozz.com within 14 days of delivery, providing your order number and reason for return (include photos if item is damaged/wrong). Wait for our team to provide a Return Authorization (RA) number and confirm the US return address (8122 Cooke Ct, Apt 303, Manassas, VA 20109, United States) before shipping anything back. Unauthorized returns will not be processed.

Once we receive and inspect your authorized return at our US facility (Manassas, VA), please allow 3-5 business days for inspection. If approved, we process the refund immediately to your original payment method. It may take your bank 5-10 additional business days to post the funds.

We don't offer direct exchanges. For defective/damaged/wrong items, we will arrange a replacement or refund after the authorized return. For exchanges due to sizing or preference, the best way is to return the original Bigbroz item (customer pays shipping to our US address) following the authorized process for a refund, and place a new order for the desired item separately.

No, you can checkout as a guest. Creating an account allows for easier order tracking and faster future checkouts when purchasing Bigbroz products.

We use SSL encryption and work with secure payment processors. We do not store your full credit card details. Please see our Privacy Policy for full details on how we protect your data.

Our US-based support team can be reached via:

• Email: support@bigbrozz.com
• Phone: +1 (415) 938-9366
• Contact Form: On our Contact Us page.

We handle inquiries about our Bigbroz brand, orders, shipping, returns, and policies.

Our US-based team is available 9AM - 5PM PST, Mon - Sat. We aim to respond to emails within 24-48 business hours.