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FAQ

In this section you will find the answers to the most frequent questions. If you do not find the solution to your query, you may contact our operators using the on-line chat service. Thank you and happy browsing!

- REGISTRATION AND LOG IN
- HOW TO ORDER
- HOW TO PAY
- PAYMENT PROBLEMS
- SHIPPING COSTS
- EXPRESS COURIERS
- REFUNDS AND WITHDRAWAL

Registration and log in

- Why should I register with the Big One Runners website?
- How do I register?
- What should I do if I forget my password?

Q: Why should I register with the Big One Runners website?
A: When you register with the Big One Runners website you can create a personal profile and place orders for the products you need.

Q: How do I register?
A: Simply enter a valid e-mail (to which the registration confirmation will be sent), choose a password and compile every mandatory field in the registration form.

Q: What should I do if I forget my password?
A: You can recover your password by clicking on "Recover Password" and then entering the e-mail you used to register, together with the activation code that is displayed at the same time. The password will be sent to the e-mail address above.

How to order

- How can I order?
- Do you accept orders over the phone?
- Must I have a VAT number or tax code?
- How do I know if my order has been received?
- Can I cancel an order that has not yet been confirmed?
- Can I receive an invoice for what I purchase?
- Can I change my order on-line?

Q: How can I order?
A: You can only order from Big One Runners using the website www.bigonerunners.com

Q: Do you accept orders over the phone?
A: No, you can only order over the internet.

Q: Must I have a VAT number or tax code?
A: You can enter your VAT number or tax code in the fields on the personal profile if you would like to receive an invoice made out to a company or freelancer.

Q: How do I know if my order has been received?
A: When the order procedure has been completed, you will receive an e-mail from the website which summarises the entire order.

Q: Can I cancel an order that has not yet been confirmed?
A: Don't worry, if you have not confirmed your purchase in the payment section, the order will not be recorded.

Q: Can I receive an invoice for what I purchase?
A: Yes of course, simply indicate this in your order.

Q: Can I change my order on-line?
A: When you place your order you can change the recipient's name, the delivery address and telephone number. You can also change the amount of products and cancel an order.

How to pay

- Can I pay in cash?
- Can I pay by cheque on delivery?
- If I use my credit card, when will it be billed to my account?
- Which credit cards do you accept?
- Do you accept payments via PayPal?
- What payment circuits do you use?
- Are there maximum limits for the use of specific payment methods?
- Which payment methods do you accept?
- The bank transaction was not accepted and an error was displayed indicating "authorization denied". What should I do?

Q: Can I pay in cash?
A: Yes, this method is called "cash on delivery" and allows you to pay for the goods when they are delivered by the express courier.

Q: Can I pay by cheque on delivery?
A: No, no bank or circular cheques are accepted.

Q: If I use my credit card, when will it be billed to my account?
A: Your account will be charged the moment you make the order.

Q: Which credit cards do you accept?
A: Our website accepts the credit cards on the Visa circuit, (and all the prepaid cards that use this circuit, e.g. Postepay), the MasterCard circuit and American Express.

Q: Do you accept payments via PayPal?
A: Yes, our website accepts payments via PayPal.

Q: What payment circuits do you use?
A: For those who choose to pay by credit card, Big One Runners has chosen the electronic payment circuit provided by Banca Sella. To guarantee maximum security for payments, all on-line transactions you make to purchase products from our website using credit cards are handled by a Geotrust certified secure server which uses the SSL (Secure Socket Layer) system. This system encrypts all entered information making it impossible for them to be intercepted by any external users. When you reach the credit payment section, BigOneRunners.com automatically transfers you to a safe (SSL) page on the Banca Sella website who deal with all transactions. You can enter your credit card details (number and expiry date) on this page in a totally secure manner. The information is in fact sent directly to Banca Sella, guaranteed maximum security.

Q: Are there maximum limits for the use of specific payment methods?
A: Yes, cash on delivery payments cannot exceed a maximum of 250 Euro, PayPal payments cannot exceed 10,000 Euro.

Q: Which payment methods do you accept?
A: We accept the following types of payment on the BigOneRunners.com website:
Cash on delivery
Credit Card
PayPal

Q: The bank transaction was not accepted and an error was displayed indicating "authorization denied", what should I do?
A: The Banca Sella technicians recommend you contact the credit card customer care service at the bank that actually issued the card to find out why it was rejected. In fact, even when a card has been activated and is covered by sufficient funds, there may be other problems that cause negative outcomes when performing transactions on bank circuits.

Delivery Costs

- How much are the delivery costs?
- Is the free delivery promotion valid for foreign countries too?
- How much are the delivery costs abroad?

Q: How much are the delivery costs?
A: Delivery is free of charge if the recipient's address is in Italy.
Q: Is the free delivery promotion valid for foreign countries too?
A: No, it is not.
Q: How much are the delivery costs abroad?
A: Delivery costs vary according to the payment method selected and the quantity of products ordered.

Express Couriers

- How long does delivery by express courier take?
- What happens if I am not at the recipient address when the courier makes his delivery?
- Does the express courier contact customers before making the delivery?
- Does the express courier deliver to mail boxes?
- Can I check the contents of the package before I accept it?

Q: How long does delivery by express courier take?
A: From the moment your order is consigned to the courier by our warehouse, delivery takes 2 days for destinations in Italy (3 days for Calabria, Sicily, Sardinia). Deliveries will be made on working days only.

Q: What happens if I am not at the recipient address when the courier makes his delivery?
A: It is standard practice for couriers to leave a postcard in the post box or near the intercom informing you that he was not able to deliver the package. We recommend you contact the branch indicated on the postcard and make arrangements for another delivery.

Q: Does the express courier contact customers before making the delivery?
A: The couriers do not make advance telephone calls and do not make deliveries at specific times. Deliveries will be made on working days only.

Q: Does the express courier deliver to mail boxes?
A: No, unfortunately the courier does not deliver to mail boxes, because the recipient must sign the delivery not in order for the delivery to be made.

Q: Can I check the contents of the package before I accept it?
A: Yes, of course: you can check the contents of the package when you receive it, in front of the courier making the delivery. Always immediately check that the products are intact as this will avoid future problems or the need to return the goods. If you are not the person receiving the package, please inform them of this important procedure. If the package:

1) Does not contain all the purchased products
2) Contains different products from those purchased
3) Contains damaged products

We beg you to accept the package "with reservations" and to immediately contact us by e-mail or chat so we can replace the faulty products. Thank you for your kind collaboration.

Refunds and withdrawal

- What happens if BigOneRunners.com has to cancel my order and I have already paid for it by credit card?
- How long will it be before I receive a refund?
- When am I entitled to exercise my withdrawal rights?
- What is the procedure if I exercise my withdrawal rights?
- How do I receive my refund?

Q: What happens if BigOneRunners.com has to cancel my order and I have already paid for it by credit card?
A: We will instantly refund you with the exact amount of the order you paid for by credit card.

Q: How long will it be before I receive a refund?
A: The actual time taken to refund the amount to your credit card is a maximum of 10 working days, but this may vary according to the credit institute that issued your credit card.

Q: When am I entitled to exercise my withdrawal rights?
A: All purchases made via the BigOneRunners.com website are regulated by the Italian laws applicable to distance sales. If you made a mistake in your order or your received products you do not want, you can return them within 10 days from receiving the goods, at your own expense. We will accept the return of all products, on the condition they are in PERFECT CONDITION, and SEALED, and we will refund the amount paid (except packaging and delivery expenses, as foreseen by the Italian laws in force).

Q: What is the procedure if I exercise my withdrawal rights?
A: You must return the product in perfect condition, within and no later than 10 working days from the delivery date. You will need to download and fill in the PDF Withdrawal Form available on the website. The coupon found at the bottom of the form must be applied to the outside of the package; if the coupon is missing, the products will not be accepted.

Q: How do I receive my refund?
A: We will refund the whole amount (except packaging and delivery expenses, as foreseen by the Italian laws in force) to the credit card if this payment method was selected, whereas a bank transfer will be made to those who paid cash on delivery.

Big One Runners
Big One Runners
Pack of 240 tablets - 920mg.
How many packs do you wish to order?
Click here for details on shipping times
HOW TO USE BIG ONE RUNNERS





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