FAQ
General Store Inquiries
What is the Big Fish Gear store?
The Big Fish Gear store is a service that we’ve established due to numerous requests from customers and fans of Big Fish Games. Selling physical goods is not our core business, so quantities are limited. We believe that everyone deserves to have fun, and hope that you enjoy your Big Fish Games gear at the beach, at home with family, or wherever you may be!
Why isn’t the plush Felix the Fish available for purchase?
Our Felix the Fish Anniversary gift is an exclusive reward only for Big Fish Game Club members who have been active(in good standing) for 12 consecutive months. If you have questions about the Felix the Fish Anniversary gift, please see the Felix the Fish Anniversary Gift help article.
Are more items going to be offered in the store?
The Big Fish Gear Store is continuously evolving and the products offered are subject to change, depending on availability.
Can I buy an item as a gift?
Although we do not have a specific gift option at this time, the packing slip does not include the price of the item(s). Simply enter the recipient’s shipping address during checkout.
Payment Inquiries
What are the accepted payment methods?
We accept Visa, MasterCard, Discover Card, and American Express.
Can I use my Game Club credits, Punch Card credits or coupon codes to purchase from the Big Fish Gear Store?
We are unable to accept any payment methods other than credit cards on the Big Fish Gear Store.
Will purchases made on the Big Fish Gear Store count toward my Monthly Punch Card?
Purchases made on the Big Fish Gear Store do not qualify for the Punch Card program.
Do I have to pay sales tax?
Customers shipping to California addresses will have to pay sales tax.
What company will show up on my credit card statement?
This website is powered by our partner, Canary. The charge on your statement will read: “CANARY MARKETING.”
Why do I have to re-enter my billing and shipping information for every order?
The Big Fish Gear Store is powered by our partner, Canary (the same company that supplies our Felix Anniversary gifts and promotional items). Canary does not have access to your personal Big Fish Games account which means that your payment and shipping information will need to be entered with each order from the Big Fish Gear Store.
Shipping Inquiries
What are my delivery options?
Shipping is available via UPS and United States Postal Service (USPS) where applicable. Shipping costs are calculated during checkout. You can review these costs before submitting your order.
When will my product get shipped?
We will do our best to ship your products within 1 to 2 business days of placing your order. International shipments will take longer to be delivered as our products are being sent from the United States. International shipments may also be subject to customs delays as well.
How can I track my order?
You will receive a receipt email soon after placing your order which contains an Order ID. Use this Order ID along with your last name and zip code under the “Order Status” tab to track your order.
How do I know when my order has shipped?
You will receive an email when your order has shipped.
Are customs fees, duties, value added tax (VAT), and similar fees included for purchases shipping outside the United States?
No. When you buy physical goods through Canary for delivery outside the United States, you are considered an importer and, as between you and Canary, you will be responsible for payment of all taxes, duties, fees or other charges that may be applicable to such importation, including VAT.
Although we have made every effort to minimize our shipping charges, our fulfillment center is in the United States so our international customers will pay more to get their orders shipped overseas. While we do not have plans to do so at this time, we will consider creating a European distribution center to reduce international shipping charges if there is enough demand.
Your privacy is important to us and we know that you care about how information about your order is used and shared. We would like our international customers and customers dispatching products internationally to be aware that cross-border deliveries are subject to opening and inspection by customs authorities. You must also comply with all laws and regulations of the country in which you are receiving the goods.
For additional information about customs fees, duties, and VAT, please contact your local customs office.
Return Inquiries
Can I return a purchased product?
We accept returns of unworn and undamaged items, as well as items that have been damaged during shipping, within 30 days. A return authorization number is required prior to the return – please email bigfish@canarymarketing.com for further information. Please note - you are responsible for the shipping costs associated with returning your item(s).
More questions?
If you have any questions or issues regarding a product on this website please contact Canary at bigfish@canarymarketing.com.
For all other inquiries, please see the Big Fish Games Help pages at http://www.bigfishgames.com/help/index.html.
Canary Hours of Operation
8:00am to 6:00pm Pacific Time M-F
Canary Customer Support Email
bigfish@canarymarketing.com