Shipping and Return Policy
Shipping, Fulfillment, and Return Policy
Effective Date: July 31, 2026
At Big City Trading, we handle high-volume wholesale shipments, commercial closeouts, and bulk inventory distribution. We aim to make your commercial logistics run as smoothly as possible.
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Because we dispatch heavy freight, pallets, and full truckloads across Canada and the United States, our shipping and return procedures differ significantly from standard retail stores. Please review our industry-standard commercial policies below before completing your bulk invoice payment.
🚚 1. Commercial Shipping & Freight Logistics
- Fulfillment Origin: All wholesale inventory is securely packed, palletized, and dispatched from our primary distribution hub located at 955 Alness St, Toronto, ON, M3J 2J1.
- Carrier Methods: We partner with leading nationwide commercial freight lines to secure the most competitive bulk shipping rates. Shipping costs are calculated dynamically based on total freight class, dimensions, pallet weight, and destination proximity.
- Carrier Freight vs. Self-Pickup (EXW):
- Our Logistics: We calculate the lowest freight rate from our preferred carrier networks and add it directly to your custom proforma invoice.
- Ex Works (EXW): Commercial buyers who prefer to route shipments through their own contracted freight carriers or private logistics accounts are welcome to do so. Please select the “EXW / Arrange My Own Freight” option at checkout and notify your account manager.
- Warehouse Pickup Windows: Dedicated commercial pickups must be coordinated with our Toronto warehouse at least forty-eight (48) business hours in advance. Trucking dispatchers must present a valid Bill of Lading (BOL) upon arrival.
- Cross-Border Shipping (US Buyers): We ship commercial inventory into all US states. US merchants are legally responsible for any customs broker fees, cross-border clearance duties, or localized import taxes assessed at the border.
2. Mandatory Delivery Requirements
Commercial freight carriers charge fixed operational fees for extra services. To avoid unexpected delivery delays or billing surcharges, buyers must notify us during checkout if their delivery location requires:
- Liftgate Service: Necessary if your business does not feature an elevated commercial loading dock or a working forklift to unload pallets directly from the back of a 53-foot transport trailer.
- Limited Access Delivery: Required for schools, military bases, storage units, strip malls, construction sites, or high-density downtown storefronts.
- Residential Wholesale Delivery: Required if you operate your commercial enterprise out of a home office or home warehouse setup.
- Note: Failure to notify us of these requirements may cause the freight company to delay delivery or levy a redelivery fee, which will be billed back to the buyer’s account.
3. B2B Return & Refund Policy
- All Bulk Sales are Final: Because we deal in deeply discounted wholesale closeouts, overstock liquidation lots, and seasonal items, we do not accept returns for buyer’s remorse, unrolling retail demand, or slow-moving stock. Please review your manifests and item case-counts carefully before completing your purchase.
- Order Discrepancies: While we strictly inspect bulk stock at our Toronto loading docks, if you receive a pallet with an item count variance that deviates from your paid commercial invoice, you must report the issue to your account manager within five (5) business days of physical delivery. Approved shortages will be credited directly to your merchant account wallet.
📦 4. Damaged Freight and Claims Procedures
Inventory leaves our Toronto distribution hub wrapped, banded, and in excellent commercial condition. If your pallets arrive damaged, the carrier is liable. You must follow these exact steps to protect your insurance claim:
- Inspect Before Signing: Thoroughly inspect all pallets, stretch wrap, and boxes before signing the carrier’s paper or digital Bill of Lading (BOL).
- Note Damages on the BOL: If you spot torn plastic wrapping, crushed boxes, broken pallets, or open merchandise, you must explicitly write “Damaged Upon Arrival” or “Shortage: [X] Boxes Missing” directly on the BOL.
- Take Immediate Photos: Photograph the damaged pallets while they are still resting inside the freight carrier’s truck, as well as close-ups of the affected stock on your dock.
- File within 48 Hours: Submit all photos and a copy of your signed, noted BOL to shalomauer@rogers.com.
- Please note: If your receiving team signs the carrier’s BOL cleanly without noting damages, the carrier will consider the cargo delivered in perfect condition, and a freight damage claim cannot legally be filed.
📞 Contact Our Logistics Team
If you have a question about an active tracking number, need to update your freight destination address, or want to submit an EXW Bill of Lading, please get in touch with our team:
- Logistics Email: shalomauer@rogers.com
- Direct Office Line: 416-418-9963
- Business Hours: Monday – Friday, 9:00 AM – 5:00 PM EST
