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Policies

Privacy Policy

What do you do with my personal information?

Big Stone Inc. is the sole owner of the information collected on this site. We will not sell, share, or rent this information to others in ways different from what is disclosed in this statement. We collect information from our users at several different points on our website in an effort to enhance and simplify your visit.

Why do I have to register as a user?

In order to purchase products from Big Stone Inc., you must first complete the registration form. During registration, you will be asked to give your contact information (such as name and email address). This information is only used to process your transaction and keep you informed of the status of your order. If you would like to receive periodic email newsletters announcing new products and features, you may join our email mailing list. We will only send these email announcements to those of you that have specifically signed up for this feature.

When do you ask for my personal information and why?

We request information from you on our order form. Here you must provide contact information (like name and shipping address) and financial information (like credit card number, expiration date). This information is used for billing purposes and to fill you orders. If we have trouble processing an order, this contact information is used to get in touch with you. We absolutely do not sell, rent or give this information to anyone.

Cookies... What's a cookie?

A cookie is a piece of data stored on your hard drive containing information that you relayed to us while you were visiting bigstoneinc.com. Usage of a cookie is in no way linked to any personally identifiable information while on our site. Once you close your browser, the cookie simply terminates. For instance, by setting a cookie on Bigstoneinc.com, you would not have to log in a password more than once, thereby saving time while browsing. Cookies can also enable us to track and target the interests of our users to enhance the experience on our site.

Are you tracking my moves?

We use IP addresses to analyze trends, administer the site, and gather broad demographic information for aggregate use. IP addresses are not linked to personally identifiable information.

Do you share information with other companies?

No, we absolutely do not.

How do I find out about sales on bigstoneinc.com?

If you wish to subscribe to our email newsletter that features announcements about new products and features, we ask for contact information such as name, address and email address.

Is my personal information secure?

Big Stone Inc. takes every precaution to protect your personal information. When you submit sensitive information via the website, your information is protected both online and off-line.

When our registration/order form asks you to enter sensitive information (such as credit card number), that information is encrypted and is protected with the best encryption software in the industry - SSL. While on a secure page, such as our order form, the lock icon on the bottom of Web browsers such as Mozilla Firefox and Microsoft Internet Explorer becomes locked, as opposed to un-locked, or open, when you are just surfing.

While we use SSL encryption to protect sensitive information online, we also do everything in our power to protect user-information off-line. All of your information, not just the sensitive information mentioned above, is restricted in our offices. Only employees who need the information to perform a specific job (for example, our billing clerk or a customer service representative) are granted access to personally identifiable information. Furthermore, ALL employees are kept up-to-date on our security and privacy practices. Every quarter, as well as any time new policies are added, our employees are notified and/or reminded about the importance we place on privacy, and what they can do to ensure our customers information is protected.

To learn more about SSL, read our Security Policy.

Will I ever hear from Big Stone Inc.?

Once every month (or longer) we send out an email newsletter with detailed information on new products, site and service updates and special deals. Out of respect for the privacy of our users we present the option to not receive these types of communications.

How do I change my user information?

If your personal information changes (such as your physical or email addresses or if you want to change your password), please login. On your 'My Account' page you can update all your user info.

Are you going to tell me if your policies change?

If we decide to change any company policy, we will immediately notify all users so that you are always aware of what information we collect and how we use it. Big Stone Inc. will always give you have a choice as to whether or not to remain a user in our system. We honor the privacy and security of your personal information and take an oath to use the information in accordance with our privacy policy.

Shipping Policy

Big Stone Inc. uses UPS and USPS for domestic and international shipments. Before finalizing your purchase, you will be given several shipping options. The shipping rates are based on the total amount of your purchase. We offer free ground shipping on all orders over $100.00 within the continental US.

Shipping Times

The times we list on our site are generally reliable, but some are more reliable than others, and we say this in the interest of being totally honest with our customers, and to allow you to decide which shipping method will be best for you. Times quoted for UPS Ground, UPS 2nd Day, and UPS Next Day, both domestically and internationally, are reliable the vast majority of the time. While the majority of these packages will arrive within their stated shipping times, and indeed often sooner, there will be some exceptions. Please note that for international shipping we cannot replace lost shipments. Once we ship the item it is the responsibility of UPS to get your package to you. While international packages occasionally do get lost, we cannot accept responsibility. For items we have in stock, orders are processed within 1 business day. For back orders and items not in stock, orders are usually processed within 7 to 14 days, with the occasional exceptions of import or special order items. It really depends on how quickly we can get the items from the manufacturers. As soon as we get your items, they will be shipped. You will receive an email confirmation that your order has been shipped. Please keep in mind that you need to add shipping time onto the time it takes for us to process your order. For items we have in stock, it will take 1 day processing time plus the time it takes in transit (based on your shipping selection). In the event that some of the items you ordered are in stock and others aren't, we will wait and ship the complete package to you. Generally within 2 weeks you will be notified of the status of your order. If you select a shipping service that has a tracking number available, you will receive that number in your order confirmation.

Does next day mean NEXT DAY?

Generally, no. It means that once your order has been processed it will get to you the next day. It takes us 1 day to process orders for items that we have in stock. For items not in stock, the processing time can take 7 to 14 days. If you require faster service for items in stock, you may phone us at: 1-713-783-1855. Please note that there will be a rush service charge added to your order total. We can often process rush orders the same business day.

 

We do our best to fill orders as quickly as possible. If you believe there is a problem with your order, please contact Customer Service to let us know.

Security Policy

How can you be sure that your credit card information is secure?

The security between your browser and bigstoneinc.com is a Secure Socket Layer (SSL). When you shop and decide to make a purchase, Big Stone Inc. presents a secure web form on your browser to enter your credit card information. Unless a merchant has a secure web server with SSL certification, your credit card information would travel in the clear from your browser to that merchants storefront. Merchants are required to have SSL certification for their web servers. These certificates are issued by Certification Authorities for enabling the web server for SSL to handle the secure path between the consumer browser and the web server. Big Stone Inc. has SSL certification through its host Mountain Media and Moneris, among the web's leading online credit card processors. You can be sure that your purchases are transmitted in a secure environment.

What is SSL?

SSL stands for secure socket layer. A web server with an SSL certificate has a URL starting with https://... The SSL certification ensures that the credit card data from your browser to the bigstoneinc.com web server is passing through a secure tunnel. Another way to distinguish between secure and non-secure servers is to examine the lower right corner of your browser. If you use Microsoft Explorer look for a padlock, for Netscape users look for an unbroken key. Please note that only upon proceeding to checkout will your browser pass into the secure server.

What security is provided by Big Stone for transmitting credit card transactions?

The communication between bigstoneinc.com and Moneris is encrypted using Triple DES.

What kind of card validation does Big Stone use?

Big Stone Inc. and Moneris follow the LUHN-10 formula to check every card number that is input. Credit card numbers are encoded with a "check digit". When LUHN-10 check is applied on the card number it yields the "check digit". This verifies the accuracy and validity of credit card numbers using the MOD 10 method and ensures that the input card numbers are not made up.

Privacy and Confidentiality

Big Stone Inc. is highly sensitive to your privacy interests and believes that the protection of those interests is one of our most significant responsibilities. For more information, please examine our Privacy Policy.

Return Policy

How do I return an order?

All returns require an RMA (Return Merchandise Authorization) number, which can be obtained by calling us during regular business hours at 1-713-783-1855. All items must be returned in their original condition and packaging for Big Stone Inc. to process your RMA. An item returned for a replacement may be repaired or replaced at Big Stone Inc.'s discretion, unless otherwise required by law. Items purchased may be returned within 10 business days of the original invoice date for store credit only. Freight charges are not refundable.