Shipping & Delivery Policy

Thank you for shopping at BigBigPlace.com. Because we operate as Malaysia’s premier multi-vertical active lifestyle marketplace, our physical goods, merchandise, and event apparel are sold and shipped via a blended ecosystem comprised of in-store inventory, drop-shipped items, and independent third-party brands, merchants, and event organizers (collectively referred to as "Suppliers").

By making a physical product purchase on our Platform, you agree to the terms outlined in this Shipping & Delivery Policy.

1. Product Availability & Marketplace Fulfillment Models

BigBigPlace.com does not operate a centralized warehouse or manage all physical inventory. Please read carefully the different product availabilities listed on our website before purchasing:

In-Store / Regularly Stocked Items: Items held directly in our core inventory, processed and dispatched via our standard logistics loop.
Drop Ship: These items are not regularly stocked at BigBigPlace. They are packaged and shipped to you directly from the manufacturer or external vendor. These items generally take about 4–14 business days to arrive at Malaysian destinations.
Back Order: These items are ordered directly from the manufacturer to our hub first, after which we route them to you using our internal logistics network. These items generally take about 7–14 business days to arrive at Malaysian destinations.

Multi-Item / Multi-Supplier Orders

If your shopping cart contains items from different categories, drop-shippers, or external vendors (for example, official race apparel from an event organizer and running shoes from a retail brand), your order will be split.

Your items will be dispatched in separate packages.
You may receive deliveries at different times.
Separate shipping fees may apply to each vendor segment, which will be calculated and displayed clearly at checkout.

2. Local Shipping (Malaysia)

We ship to most physical residential/commercial addresses and P.O. Boxes within Malaysia.

Free Expedited Domestic Shipping Thresholds

In-stock items that meet or exceed the values below are eligible for free expedited shipping:

Peninsula Malaysia: FREE EXPEDITED SHIPPING on all orders over RM 100.
Sabah & Sarawak: FREE EXPEDITED SHIPPING on all orders over RM 380.
For items falling below these thresholds, the exact shipping amounts will be calculated and displayed dynamically at the Shipping Method section during checkout.

Domestic Delivery Timelines

Area	Estimated Delivery Time
Klang Valley	3 - 5 business days
Peninsula Malaysia	5 - 7 business days
Sabah & Sarawak	7 - 10 business days

Please note: Official event merchandise and pre-order apparel schedules are strictly governed by timelines set by the respective Event Organizers, typically detailed on the specific product listing page.

3. International Shipping (Worldwide)

We ship worldwide through premium international logistics partners, including Pos Laju, FedEx, Aramex, DHL, and UPS. All international orders are deployed using a registered courier service accompanied by comprehensive tracking details.

Area	Estimated Delivery Time
International (Outside of Malaysia)	14 - 21 business days

International Rates & Manual Assistance

Standard international shipping fees are calculated at the Shipping Method section during checkout.
Important Support Channel: If shipping fees are not automatically displayed or calculated for your specific country of destination, please contact us directly on Email, Facebook Messenger or Instagram Direct Messages. We will calculate the weight manually and generate a custom checkout route for you.

Critical International Disclaimers

Destination Taxes & Import Fees: Any Duty, Tax, GST, VAT, Import Rules, or local authority-driven fees and charges are bound entirely to the customer's own responsibility. They are not collected or calculated by BigBigPlace.com at checkout. If a package is abandoned or rejected by customs due to non-payment of local fees, no refunds will be issued.
Delivery Standards: Delivery times are estimates only and apply to major cities/offices of mail exchange. Please allow more time for destinations beyond that. Any administrative or clearance delays introduced by the destination country's customs are entirely beyond our control.
Festive Postings: For festive and holiday seasons globally, it is highly advisable to add another 10 working days to the standard international estimate.
Oversized Freight: Items exceeding standard courier parcel limits will be routed via an Air Freight Forwarder (either Door-to-Airport or Door-to-Door depending on your location). The carrier will call you directly to coordinate the delivery method.
Brand Restrictions: We reserve the right to block specific products from being shipped outside of Malaysia based on strict manufacturer and regional distribution restrictions.

4. Order Processing & Cutoff Times

BigBigPlace generally packs and processes orders from Monday through Friday (Business Days are defined as Monday through Friday, except legal public holidays).

Same-Day Shipping Cutoff

Monday - Friday: 2:00 PM (GMT+8)
Any in-stock same-day orders placed beyond 2:00 PM will be shipped the following business day, or subject to the inherent nature of that specific order's availability.

Weekend & Holiday Dispatch Logic

Orders may occasionally be packed by BigBigPlace on Saturdays, Sundays, or legal holidays; however, they cannot be picked up by carriers until the following business day. If you receive an Order Status email from us on a Saturday, Sunday, or Legal Holiday indicating that your order has shipped, please be aware that the actual physical movement will begin the next official business day.

5. Independent 3PL Networks & Absolute Liability Waiver

Independent Supplier 3PL Network

Fulfillment and shipping logistics are often executed directly by the respective Seller or Supplier using their own independent, third-party logistics (3PL) carrier networks. BigBigPlace.com does not dictate courier choices or control the internal logistics channels selected by individual marketplace vendors.

Platform Liability Disclaimer

Because deliveries are handled completely outside of BigBigPlace.com infrastructure via third-party courier systems:

BigBigPlace holds absolute zero liability for any loss, theft, misdelivery, shipment delays, or damages occurring during transit, including any delivery failures to a P.O. Box address.
The risk of loss and title for physical items pass completely to you (the buyer) the moment the item enters the carrier's possession.

Tracking Update Lag

The tracking number you receive from us in an Order Status email during the daytime may not be updated on the carrier's public database website until that evening or the following day. Please allow up to 24 hours for systems to sync.

Internal Verification Security Checks

Please note that all orders are subject to approval by our internal verification department. We reserve the right to hold any order suspected of payment risk and will notify you promptly by phone or email should your order be delayed due to verification checks.

6. Claims & Customer Support Assistance

While we are not legally or financially liable for courier failures, lost parcels, or damages caused by third-party logistics providers, we value your experience and commit to actively assisting you.

Damaged or Tampered Parcels

If your package arrives visibly broken, torn, open, or tampered with, you must document it immediately. Take clear photos and video footage of the outer packaging BEFORE opening or unboxing it.
Submit your evidence along with your Order ID to hello@bigbigplace.com within forty-eight (48) hours of delivery. Failure to do so may invalidate any subsequent claims with the courier, Seller, or Supplier.

Lost or Missing Shipments

If your tracking status indicates "Delivered" but you have not received the parcel, or if the shipment has ceased movement for more than 7 consecutive business days, contact us immediately.
Our Customer Success team will act as an intermediary to lodge official complaints, initiate tracking investigations within the selected 3PL channel, and push the logistics providers for a resolution.
Please note that courier investigation turnarounds typically take between 7 to 14 business days. Any replacement item, store credit, or refund issued in the event of a proven lost parcel is subject to the final approval, goodwill, and terms of the respective Supplier and their third-party logistics company's claim payout.

7. Contact Us

For any inquiries regarding your package status, international customs questions, or split orders, connect with our support desk or reach out directly on social media for uncalculated routes:

Email: hello@bigbigplace.com

Operating Hours: Monday – Friday | 9:00 AM – 6:00 PM (excluding public holidays)

Direct Social Support: Facebook Messenger or Instagram Direct Messages