Policy

Where can we deliver the package to? 

We do not ship to countries other than Canada, and we do not ship battery products via air transport.

Regions with Additional Shipping Fees: While we strive to maintain uniform shipping fees, some areas may incur extra charges. This is primarily due to factors such as remote locations, limited access, or higher logistic costs. Specifically, in Canada, orders shipped to regions like Yukon, Newfoundland, and certain rural areas are subject to these additional fees. We are committed to transparency in our shipping practices. And we will provide detailed information on any additional fees that may apply to your order by email after checkout.

Sipping Protection

SavedBy Package Protrection

WubenLight CA recommends SavedBy Package Protection for all delivery orders. By deselecting SavedBy Package Protection at checkout, WubenLight CA is not liable for lost, damaged, or stolen items. If customers order for pickup, they should remove SavedBy Package Protection.

SavedBy provides comprehensive package protection, covering online purchases that are lost, damaged in transit, or stolen after delivery confirmation by the carrier. With SavedBy, you can enjoy peace of mind knowing your order is safeguarded against common shipping mishaps, including theft, loss, and damage. SavedBy also offers fast resolution for claims and 24/7 support to ensure a hassle-free experience. For more details on SavedBy’s coverage and policies, please visit: https://savedby.io/policies.

SavedBy Package Protection is provided by SavedBy, Inc., which partners with merchants to enhance customer satisfaction and mitigate shipping-related issues. With respect to goods purchased on a subscription basis, adding SavedBy to an initial subscription purchase will automatically apply SavedBy protection and its associated premium to all subsequent installments of said subscription.

To file a claim or learn more about the claims process, visit SavedBy’s policy page at https://savedby.io/policies or contact their support team directly. Enjoy the convenience and security of SavedBy Package Protection with your WubenLight CA order today!

• File A Claim
• User Privacy
• Terms of Service

General Shipping

Shipping fees are automatically calculated at the time of order and may vary depending on the type of products ordered, quantity, and destination.

When purchasing alongside items eligible for free shipping, only the shipping fees for those specific items will be charged.

All ordered products must adhere to size and weight requirements set by shipping carriers such as Canada Post, USPS, UPS, and CANPAR (No dimension greater than 2m, weight less than 30kg).

Express & Priority Shipping

Orders placed before 1PM PST time on business days (Tuesday through Friday) will be shipped the same day. Orders received after the cut off time will be processed on the next business day.

Shipping to P.O. Boxes

Please allow for additional time for orders being delivered to mailbox addresses.

For orders being delivered to PO Boxes, rural postal codes, and locations considered as Beyond Points, we can only ship through Canada Post standard delivery.

* Wubenlight Canada may ask for additional delivery fee

Pickup Option

If you would like to pick up your order directly at 904 Sherwood Ave, Coquitlam, BC V3K 1A6, Canada, we will refund the shipping fee for that order upon pickup.

If you received a package that is suspected of damage

We make every effort to ensure that your products arrive in perfect conditions.

In the event that the ordered product arrives damaged or in a defective condition during shipping, customers can immediately contact customer service to resolve the issue.

To successfully address the situation, there are several important steps to follow:
Step 1: Before opening the damaged package, take photos of the packaging as it arrived with the product inside.

Step 2: Unbox the product and inspect its contents carefully, paying close attention to any damage to the packaging or any broken parts.

Step 3: Document the damage to the product with photographs, including the box, contents, and the damaged areas.

Step 4: Report the issue along with the photos by emailing info@bigtentoutdoors.com and provide a description of the situation.

Shipping Within Canada

Small-scale item orders are shipped through Canada Post, UPS, and CANPAR. Insurance is applicable in case of damage or loss during shipping, and applicable provincial and federal taxes are applied when the order is processed based on the shipping location of the product.

Most orders are shipped from British Columbia (BC), and in addition to shipping times, processing may take 1-2 business days. Some remote addresses may experience longer shipping times.

Taxes

If an order is shipped to the following provinces or territories, Wubenlight Canada must collect the applicable taxes as described.

PROVINCE/TERRITORY and APPLICABLE TAX

• British Columbia (BC): 7% PST on merchandise and freight plus5%, GST on merchandise and freight
• Alberta (AB): 5% GST on merchandise and freight
• Saskatchewan (SK): 5% GST on merchandise and freight
• Manitoba (MB): 5% GST on merchandise and freight
• Ontario (ON): 13% HST on merchandise and freight
• Quebec (QC): 5% GST on merchandise and freight
• New Brunswick (NB): 15% HST on merchandise and freight
• Nova Scotia (NS): 15% HST on merchandise and freight
• Prince Edward Island (PE): 15% HST on merchandise and freight
• Newfoundland and Labrador: 15% HST on merchandise and freight
• Northwest Territories (NT): 5% GST on merchandise and freight
• Yukon (YT): 5% GST on merchandise and freight
• Nunavut (NU): 5% GST on merchandise and freight

If you ever experience an issue with one of our products, please email us at info@bigtentoutdoors.com OR call +16042770100

Warranty Coverage

• 15-Day Replacement: Commencing from the date of purchase, should the product encounter any quality issues within the initial 15 days, you are entitled to opt for a replacement of the identical model.
• 1-Year Warranty: WUBEN provides a 1-year warranty specifically for rechargeable batteries and flashlights; however, other accompanying accessories are not covered under this warranty.
• 5-Year Warranty (For Registered Users): Initiated from the date of purchase, users who have registered their product on the official WUBEN website are entitled to free repair services for any quality issues arising within five years (excluding accessories/batteries).
• Lifetime Maintenance: Effective from the date of purchase, should any issues arise after the initial 5-year period, WUBEN extends paid repair services exclusively to registered customers.

Note:

• If proof of purchase is unavailable, the manufacturing date will serve as the reference point (Customers are kindly requested to provide the product's Serial Number (SN)).
• All gifts and products that have undergone warranty repair are not eligible for return.
• In the event of disputes, both parties shall engage in negotiations to reach a resolution.

Warranty Exclusions

1. Damage resulting from deliberate actions or misuse.
2. Damage incurred due to failure to adhere to the instructions outlined in the user manual.
3. Damage attributed to abnormal wear and tear.
4. Damage resulting from uncontrollable external factors.

⚠️ This warranty applies only to customers who purchased directly from Wubenlight Canada or an authorized dealer. Warranty does not cover second-hand purchases and clearance-sale items.

Thank You for Shopping at Wubenlight Canada

As with any shopping experience, we understand that sometimes a product may not meet your expectations. In that unlikely event, we invite you to review the following terms related to return and refund. 

Order Cancellations 

To cancel your order, please send an email to info@wubenlights.ca with your order number and details. Our team will process your request as quickly as possible.

If you wish to cancel your order, please note the following policies:

1. Pre-shipping Cancellations: 
   - Orders cancelled before shipping incur a 3.5% credit card processing fee to cover credit card processing and administrative costs. This fee will be deducted from your refund. This fee is a charge incurred by the customer at the time of purchase, processed through the credit card company. If the order is cancelled due to a change of mind, this fee will be deducted from the order amount before issuing the refund. 
   - Please note that refunds may take up to 10 days to appear in your bank account.
   
2. Post-shipping Cancellations: If your order has already shipped, cancellations cannot be processed immediately. Instead, you may return the item once it has arrived, subject to our return policies outlined below.
   
   All shipping costs (to and from the warehouse) are non-refundable and will be deducted from the refund amount.
   
3. Address Changes
   If you need to change the shipping address after receiving a shipment confirmation email, any re-consignment or holding fees will be your responsibility.

Change of Mind / Mistaken Order Return

Once your return request has been approved, and after the return shipment has arrived back at our warehouse, we will replace or refund your order, excluding shipping costs, within 30 days of receipt.

• All returned merchandise must be in new and resalable condition in the original manufacturer’s labelled packaging. You will be responsible for the return of the product back to our warehouse.
• A 3.5% credit card processing fee will be deducted from your refund for cancellations due to a change of mind if the order was paid for using a credit card.
• In some cases, your return may be subject to a restocking fee, particularly for large and heavy items.

Situations Where Only Partial Refunds Are Granted

Partial refunds may apply in the following cases:

• Original condition / Resalable: Eligible for a 100% refund, (a 3.5% credit card processing fee will be deducted if the order was paid for using a credit card)
• Opened box / Unused: Eligible for a 90% refund.
• Damaged packaging / Unused: Eligible for an 80% refund.
• Missing product protections / Unused: Eligible for a 50% refund.
• Product damaged / Used: Refunds are not available.

Please note that shipping costs are non-refundable and will not be included in the refund amount.

Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded.

Return Procedure

1. Repackage your product securely with a copy of your packing slip. Please ensure items are in a new condition and in resalable condition in their original packaging. 
2. Make sure you have the correct return address and receive your return authorization. 
3. Choose what carrier you would like to send it with. 
4. Record and retain tracking information. We cannot be held responsible for items lost in shipping. 
5. Once our warehouses confirm that they have received it back in resalable condition, we will process the refund.

Shipping

To return your product, you should mail your product to Bigtent Outdoor Equipment Ltd., 904 Sherwood Ave, Coquitlam, BC, Canada V3K 1A6. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the shipping cost will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.

We want to ensure that you are happy with your shopping experience. With that said, Wubenlight Canada will attempt to price match your purchase if a competitor offers it at a lower price.

Price Matching

• If a product purchased through us is available for a lower price, please refer us to the product page (URL link), and we will attempt to match it’s price.
• This does not apply to price differences from the source of our website. It may take a few days for the price adjustment to take effect on Google Shopping.

Note* The product must be exact and in-stock to validate the price protection

Price Protection

• If one of our products has a price drop within 30 days of purchase, contact info@wubenlights.ca with your original order number and Invoice.
• Wuben Light CA will create a Store Credit (a coupon code) for the difference in price, excluding taxes and shipping.
• Store Credit cannot be used in combination with other coupon codes.
• Store Credit will expire in 6 months after activation.
• Price Protection does not include Clearance sales, Holiday sales, Black Friday, and Flash sales events.

This privacy policy sets out how WUBEN uses and protects any information that you give WUBEN when you use this website. WUBEN is committed to ensuring that your privacy is protected. should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. WUBEN may change this policy from time to time by updating this page. you should check this page from time to time to ensure that you are happy with any changes.

What We Collect

• Name
• Contact information including email address
  • Demographic information such as postcode, preferences and interests
  • Other information relevant to customer surveys and/or offers
  for the exhaustive list of cookies we collect see the list of cookies we collect section. 

 
What We Do with the Information We Gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

• Internal record keeping.
• We may use the information to improve our products and services.
• We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
• From time to time, we may also use your information to contact you for market research purposes. we may contact you by email, phone, fax or mail. we may use the information to customize the website according to your interests.

Security

We are committed to ensuring that your information is secure. in order to prevent unauthorized access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How We Use Cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. once you agree, the file is added and the cookie helps analyzing web traffic or lets you know when you visit a particular site. cookies allow web applications to respond to you as an individual. the web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. this helps us analyzing data about web page traffic and improve our website in order to tailor it to customer needs. we only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. a cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. you can choose to accept or decline cookies. most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. this may prevent you from taking full advantage of the website.

Links to Other Websites

Our website may contain links to other websites of interest. however, once you have used these links to leave our site, you should note that we do not have any control over that other website. therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. you should exercise caution and look at the privacy statement applicable to the website in question.

Controlling Your Personal Information

You may choose to restrict the collection or use of your personal information in the following ways:

• Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
• If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at info@bigtentoutdoors.com

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. we may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the data protection act 1998. a small fee will be payable. if you would like a copy of the information held on you please write to.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. we will promptly correct any information found to be incorrect.