General

1. Do you have a catalog?
   Yes, we do. But we print very few of them and they are never as up to date as our online catalog. We will send you one if you reaaaallllyyy need it. The online catalog is here.

2. How does your pricing stack up against the competition?
   While they are priced mid level in the marketplace, they are constructed from A-grade polymer plastic that does not crack or chip easily (you might try hard enough and succeed) and are specifically designed to be dressed quickly and efficiently with a simple joint system. The faces and hair styles are bright, uplifting, colorful and unique. Based on what our customers tell us, we feel they are the greatest attention gathering display mannequins for in-store and window displays available on the market.
   Additionally, when it comes time to freshen up the display simply use the existing body and arms you've already invested in, and factor in the extremely small price (199 per) for a new head. We release new head designs every quarter, and they are all limited edition runs of 100 heads per run. We feel our mannequins are by far the best value out there by far any way you look at it, (by price-value, or by usability-value).

3. Do you rent/hire mannequins?
   No we don’t. By the time you rent it, pay for shipping to and from you, your over half way to just buying it. The numbers don't make sense for you, or us. The only time we've rented mannequins is while we are at a tradeshow and we happen to have extra ones with us. If you need to rent our BigSmile Mannequins for photo shoots, or movie cameos, call us and we’ll see if we have any customers in the area who will rent their mannequins to you.

4. How hard are they to put together and dress?
   If you can stick peices of lego together, you're good. Very simple.

5. Do you use environmentally friendly materials?
   We've obsessed over our environmental footprint, we've been lucky because were not retro-fixing. We've been able to grow in an age when responsable choices are available. In the last 3 years we have cut our paper consumption by 95%, cut our air travel by 50%, reduced our solid waste from manufacturing by 65%, switched from landfill material to 100% recyclable material, even our waste is recyclable.

Placing Orders

1. How do I place an order?
   Go here: http://www.bigsmile.ca/catalog/index.html

2. What payment methods do you accept?
   Visa, M/C, Corporate Check. Checks may take a while to clear. We ship when full payment is confirmed. If your a major retail chain, or an university / college bookstore, your PO system is fine. Payment is required before shipping. If you are located outside of the USA or Canada, Wire Transfer may be required.

3. If it’s my first order can I request a different delivery address to where my card is registered to?
   Yes, but we do however do further security checks to prevent fraudulent transactions.

4. Do you add a percentage to your prices for payments by card?
   No we don’t.

5. Is there a minimum?
   No. There are incentives for volume though. Pricing is here:

6. How do I place an order going to several different delivery addresses?
   Yes, and you will likely qualify for volume pricing if you have mulitple locations.

7. I’m not in North America, can I still order from you and how will you ship to me?
   Yes, you can still order from us. We’ve delivered to many countries since 2002. Depending on your country, you may have to wire transfer payment. We will obtain shipping quotes for air and ocean freight and let you choose which way to ship. It helps if you have a DHL, FedEx, or UPS account. Please inidcate if you have one of these accounts in your inquiry.

8. Do you sell in currency other than US Dollars?
   For Canada, we offer CDN pricing. For all other countries, we sell in USD.

9. How can I get a discount?
   Order more than 5 mannequins (of any body style).

10. How long does it take to ship?
    We build each order for you (about 14 days including the queue) and transit time depends on where you are. USA = 1-3 days. Canada = 4-8 days International = 7-25 days (depending on air vs ground vs ocean shipment). We typically have some of the most popular in stock for immediate shipping too.
    Call us for the ready to ship inventory, 1888-236-1105.

11. Is payment taken from my card as soon as the order is placed?
    It is taken as soon as your order hits the production floor. If your paying by check or wire transfer, funds must be cleared into our corporate accounts before production commences.

12. Who should I make my check payable to?
    'BigSmile Mannequins Inc.' mailed to Canadian (head office) address: 1064 Bridlemeadows Manor SW, Calgary, Alberta, Canada. T2Y4L1 1-888-236-1105

13. If I pay by check, how long will it take to clear?
    For payments by check we have to wait for cleared funds before dispatching your order. We've seen it take from 3 days to 8 days, depending on your bank.

14. I want to pay by wire transfer or electronic funds transfer, what are your bank details?
    We will include them with your invoice.

Returns & Refunds

1. If I buy something and don’t want it, can I return it?
   Yes, as long as it is unused, unassembled and in its original packaging you can return any of our products to us within 14 days (10 working days) of receipt. We have only had one return since we started in 2002.

2. Can I return just part of an order rather than all of it?
   Yes you can. Yes, as long as it meets requirements of #1 in the returns and refunds FAQ section.

3. Do you charge a restocking fee?
   No.

4. How should I return goods to you?
   It is really important that you call us first. 1-888-236-1105 so we can process the proper paperwork. We do not have an automated system for this because since 2002, we have honestly had one single return, and that was because it showed up with a forklift hole through the box. We just replaced it for the customer.

Delivery

1. How are the mannequins shipped?
   In a large recyclable cardboard box, with recyclable plastic packing bags. The box contains the mannequin and the hardware to set it up right out of the box. They sometimes ship with easter eggs in them….if your lucky.

2. How long does it take to ship?
   We build each order custom for you (about 14 days including the queue) and transit time depends on where you are. USA = 1-3 days. Canada = 4-8 days International = 7-25 days (depending on which shipment method you choose).

3. What methods of delivery do you use?
   For most deliveries we use UPS Ground. We tried using Storks in the past, but but we found their migration patterns to affect delivery times. If you are ordering a large item or a bulk order (greater than 20 mannequins) your order will usually arrive on a dock level delivery truck on skids. We’ll ask you if you need a tailgate lift on the delivery truck.

4. Can I specify a different delivery address to my invoice address?
   Yes, no problem.

5. Can I specify a timed delivery?
   You can specify a timed shipping date (the date we ship it from our warehouse), but its impossible to get FedEx Ground to deliver on an exact date to your door. The best thing to do is track the package as its shipped to you.

6. Do you offer a same day delivery service?
   We typically keep a few of our more popular mannequin in stock, but in general, No, because we make your mannequins for you and you alone.

7. Do I have to sign for the delivery personally?
   No. The courier will require a signature from someone, but it could be a colleague or friend.

8. If the courier wants me to sign for 3 cartons but they are only dropping off 2, what do I do?
   It is extremely important that you only sign for the number of cartons that you are receiving otherwise it will invalidate any insurance claim to the couriers. In this example please write clearly in the signature box “only received 2 cartons”.

9. What happens if nobody is in when the courier arrives?
   Different couriers work in different ways. FedEx should leave an attempted delivery card and will reattempt the delivery the following day. Alternatively, you should be able to take your ID and the attempted delivery card to the couriers’ depot and collect it yourself.

10. I don’t know if I’ll be in all day, what shall I do?
    Hopefully you catch it. If not, they will re-try the delivery, or worst case scenario, drive to the depot and pick it up.

11. What happens if my delivery does not arrive on time?
    We use reliable and reputable couriers, FedEx Ground...but yes this still happens. If you have paid extra for a premium delivery service and courier is at fault, you can request a refund for the difference from the courier.

12. I’m abroad or off-shore North America, how much is delivery?
    For Off-shore North America orders we need to obtain a quote from the carriers we use for overseas delivery. It helps if you have a FedEx, UPS, or DHL account. Please contact us by phone or email with what you would like to order and we will obtain a quote for the delivery to you. Alternatively you can arrange to have order collected by your own courier FOB Calgary, Alberta, Canada.

13. Are goods delivered bulk packed or individually packed?
    Individually packed each in their own box. Which can be re-used if your using them at tradeshows or moving them between store locations. If you have a bulk order (>20) they will still be in individual boxes, but shrink wrapped on a skid.

14. Can you delivery to an exhibition centre?
    If it is a small exhibition within a hotel or similar then the courier can deliver to the reception desk. However, we’ve found couriers will gripe about delivering to large exhibition centres like the LVCC in Las Vegas. We suggest that you have goods delivered to your company in advance of the exhibition. Or, to the hotel your staying at. In which case it’s smart to call ahead and let them know the packages are arriving.

15. Can you deliver to my hotel?
    Yes we can to hotel reception, see #14 above, but please get authorization from hotel staff before hand or your delivery might get rejected.

 Damage & Shortages

1. Do I need to check goods at the time of delivery?
   It is advisable to do so. If you are unable to do this please sign the couriers delivery note as “unchecked” or “damaged” if it looks like it could be damaged.

2. What do I do if my goods are damaged?
   Please notify us preferably on the same day of delivery but no later than 24 hours after delivery has been made. We will arrange to collect the damaged goods and send out replacements to you.

3. What do I do if there are products missing from the delivery?
   We check and double check orders when dispatching to minimize the chance of this happening. In the unlikely event that you have something missing, please notify us preferably on the same day of delivery but in any event no later than 3 days after delivery has been made. We will then look into how and when your order was dispatched and replace the missing product if found to be at fault.

Stock

1. Are your products generally in stock?
   Everything can always be ordered, we make them for you. We usually have a few of our most popular models pre-made ready to go. We based our production system on the book The Toyota Way. If your into lean manufacturing (the only way to keep manufacturing jobs in North America now…) check that book out.

Prices

1. Are prices in your catalogue and on your website including or excluding Taxes?
   As we sell mainly b2b, to many regions, our prices are shown excluding Taxes.

2. Do you have a wholesale trade price and a retail price?
   Our business is an end user b2b business. The manufacturer (us) deals direct to the consumer (you) at wholesale prices thereby cutting out the middleman.

3. I want to sell on your products to one of my own customers - Can I have a reseller discount?
   Call us. 1-888-236-1105.

4. Do your prices include delivery?
   No there will be a shipping charge on your invoice. FedEx frequently changes fuel surcharges so we can’t comfortably publish a static ‘delivered’ price.

5. Do you add a percentage to your prices for payments by card?
   No we don’t.