The questions our support inbox actually gets, answered in the order people ask them.
Orders and delivery
How much is shipping?
Standard is $5, and it is free two ways: put any three items or more in the bag, or spend $100 or more on merchandise. You only need one of the two. Express is $15 on any order – the free rule applies to standard only.
How long will my order take?
It depends which speed you choose at checkout. Standard with USPS is 5 to 8 business days door to door. Express with FedEx is 2 to 4 business days. Both figures include 1 business day of handling in the warehouse before the parcel moves. The full breakdown is on Shipping & Delivery.
Where does my order ship from?
Our fulfilment warehouse in Tempe, Arizona. Every order is a domestic US shipment.
Is there any import duty or customs charge?
No. Nothing crosses a border, so there is no duty, no customs charge and nothing for the courier to collect on delivery. This store does not add sales tax either – the price plus shipping is what you pay.
Do you ship outside the United States?
Not at the moment. The checkout only accepts US addresses.
Can I collect my order in person?
No. Our Denver address (1500 N Grant St, Ste N, Denver, CO 80203) is for correspondence only, not a collection counter.
Can you deliver to a PO box?
No. We deliver to street addresses only, and we cannot ship to APO/FPO/DPO addresses or to freight forwarders either.
My tracking has not updated. Is my parcel lost?
Probably not. Tracking events can take up to 24 hours to start appearing after a parcel is scanned out. If nothing has moved for seven days, email us and we will open a trace.
The products
What do you actually sell?
Everyday goods across fourteen departments – home and kitchen, lighting, Christmas decor, beauty and personal care, electronics, pets, garden and outdoor, car accessories, sports and fitness, office and desk, clothing, kids and toys, and craft kits. Every product sits in exactly one department. Browse them all from Departments.
Are these branded items?
No, and deliberately so. We buy factory-direct and sell unbranded, under our own stock code. Because these are not branded retail lines there is usually no barcode to look up – the Specifications tab says so plainly rather than leaving the row blank. Nothing we stock carries another company’s logo or licensed artwork, so there is nothing here to counterfeit – see About Us.
Do you make any of this yourselves?
No. We are a retailer, not a manufacturer.
How do I choose a colour or a size?
Where a product comes in more than one, the options appear as buttons above the Add to bag button, and the price, stock and photo update as you pick. If an option is struck through, that combination is not available.
Why do some photos look like catalogue shots?
Because some are. Where an image comes from the manufacturer’s catalogue rather than our own warehouse photography, the listing says so. We would rather label it than pretend otherwise.
Is the stock level on the site real?
Yes. We do not run fake scarcity counters or countdown timers.
Are the massagers and light devices medical devices?
No. Nothing on this site is a medical device, FDA-cleared or prescribed. We remove words like “therapy” or “treatment” from our listings because we do not make health claims. If you have a health concern, an implanted device such as a pacemaker, or you are pregnant or recovering from an injury, ask a clinician before buying. Full detail on Product Safety.
Can I use one of your cameras to keep an eye on someone?
Dash cams, bird feeder cameras and pet feeder cameras are for your own vehicle, property and pets. Recording audio is treated much more strictly than video in US law and several states need everyone’s consent, and placing a camera anywhere someone expects privacy is a criminal offence in every state. We will not help with concealing a device. See Product Safety.
Are the magnetic building tiles safe for young children?
Follow the age marking on the box — most sets are for children 3 and up. The magnets are sealed inside each tile, so check the tiles regularly and throw away any that crack or show a magnet. If you think a child has swallowed a magnet, go to hospital straight away rather than waiting for symptoms.
Is everything electrical the right voltage for the US?
It should be. Electrical items for the US need to be rated for 120 V, 60 Hz with a US plug. Where a listing offers a plug choice, choose US, and if a rating matters to you and the listing is silent, ask us before ordering. Indoor-rated items are indoor only unless the Specifications tab states an outdoor or wet rating.
Do your products come with a warranty?
Our own obligation is the 30-day return window on the returns page, plus your statutory rights, which are not limited by any time we print. Beyond that, where a manufacturer offers its own warranty the terms come in the box. A manufacturing defect that shows up in normal use is a fault whatever the calendar says — email us and we will deal with it on that basis rather than pointing at a date.
Sizing
What size should I order?
Work out which system the listing is using first. A letter on a sweater, a US number on a slipper, a weight band or chest measurement on a dog coat and an inch figure on a blanket are four different things, and the Size Guide explains each one separately. For clothing specifically, measure a garment you already own and like rather than measuring your body — cut varies far more than bodies do.
The size I want is not listed.
Then we do not have it. We do not list options we cannot ship.
Returns and refunds
How long do I have to return something?
30 days from the day your parcel is delivered, not from the day you ordered.
Who pays return postage?
We do if the item was faulty, damaged, wrong or not as described. You do if you changed your mind or ordered the wrong option. There is no restocking fee either way. The full table is on the returns page.
Can I exchange instead of returning?
We do not run exchanges. Return the item for a refund and reorder; the new order ships straight away rather than waiting for the return to arrive.
Is there anything you cannot take back?
A short list, all of it about hygiene or safety: personal-care items once a seal is broken, compression wear and braces once worn against the skin, pet items an animal has used, and anything marked final sale. Everything else — electricals, cameras, toys, tools, garden and kitchen goods — is returnable on a change of mind. A faulty item is always returnable regardless.
Payment and account
What can I pay with?
PayPal and Visa. See Payment Methods.
Do you store my card details?
No. Card entry happens on the payment provider’s hosted form; we only ever receive a token and the last four digits.
Do I need an account to order?
No, guest checkout is available. An account just makes it easier to track orders and start a return.
Still stuck?
Email support@bgalz.com or call +1 859-555-5321, Monday to Friday 9:00 – 18:00 Mountain Time. If it is a safety question, put “Safety” in the subject and read Product Safety & Responsible Use first.