Our frequently asked questions are your best first point of call. If you don’t find the answer you need however, drop us a line at [email protected] and we will get back to you within 1 business day.

How To Care For Your Big Bottle

We’ve made it super-easy to care for your big bottle.

Download our handy information sheet which includes instructions about on how to care for your new best friend!



What's the G-O with shipping?

What’s the G-O with shipping?

Each bottle is hand packed and dispatched in a perfectly sized box within 24 business hours of your order being received.

Canada and USA orders are shipped directly to you from our base in Ottawa Canada via trackable shipping. Our daily cut-off time for orders is 9am and our dispatch team operate Monday to Friday.

Please ensure that the full correct address details are listed and that you include the full business name if having your parcel delivered to a business location.

Please include your mobile number for easy communication and tracking of your order.

Due to the unique size and shape of The Big Bottle please be aware that commercial delivery rates are charged by Cubic weight (for both domestic and international) rather than the actual weight of the item. Therefore we have a scaled flat-rate postage charge. We continue to monitor the most cost  effective and customer friendly delivery methods available; so that no matter where you reside – that you too can join The Big Bottle Co team.

If you reside outside of these areas please email us at [email protected] and we will assist you with your order and confirm postage costs for you.

Shipping Methods We Offer

We utilise a variety of postal and courier services to ensure prompt and cost effective delivery of your goods. These include but are not limited to Purolator, Canada Post, USPS and FedEx.

The postal/delivery service utilised for each order is automatically calculated based on your specific location, order and keeps in mind any local issues which may impact delivery time to ensure you receive your order in a prompt and timely fashion.




How do I track my order?

How Do I Track My Order?

All our 

: You will receive your tracking number by email within 48 hours of your order being dispatched.

: Click on the provided link via email or utilise the following tracking site locations. Simply enter your tracking ID to get updates.



Canada Post




Your parcels progress will be available to view.


What Do I do if I don't receive a tracking email?

Please make sure that you check all folders in your inbox including the junk and spam folders. If you still cannot locate your tracking email please [email protected] for assistance.

How Do I Amend or Cancel My Order?

If you need to amend your order for any reason such as delivery address, colour, and/or items ordered please email [email protected] within 2 hours of making your purchase. Please title your email subject line” “Amend my order” and ensure you provide your full name as listed in your purchase order, order number and/or email address used to make the purchase and updated details.  

If you do not receive this email within the 2 hours time frame we cannot guarantee that any amendments to your order are possible.

Likewise if you change your mind and wish to cancel your order please email [email protected] within 2 hours of making your purchase. Please title your email subject line” “Cancel my order” and ensure you provide your full name as listed in your purchase order, order number and/or email address used to make the purchase. The funds can only be refunded through the same payment method used to make the purchase.
If we do not receive this email within the 2 hour time frame we cannot guarantee that your order will be cancelled and therefore full payment will be due and payable.

I Received an Incorrect or Damaged Order?

Whilst great care is always taken to ensure that your order is correct and undamaged; if for some reason a mistake has been made at our end or your bottle has been damaged during transit please email us at [email protected] within 48 hrs of receiving the parcel.
Please note that we will act to remedy the situation as quickly as possible. Please note that all claims will be honoured at the discretion of The Big Bottle Co and we reserve the right to refuse or replace any customer claims when returns are excessive and it appears that the policy is being manipulated or abused.

What Currency & Payment methods are used on The Big Bottle Co Website?

All prices on our .ca website are displayed in Canadian And US Dollars.

Payment will be made in the currency of your choosing – ie. either Canadian $ or USD. This is dependant on your country of location and can also be selected from the currency toggle on the top right-hand corner.


USD pricing may fluctuate slightly as they are based on the daily exchange rate of USD to the Canadian $.

We accept payment through PayPal and Credit Card directly. PayPal also allows for transactions made via credit card and/or your linked PayPal Account.
PayPal / Your Bank will convert the total amount charged on your statement to your local currency.

What Taxes are applied to my purchase?

Pricing shown on the .ca site are tax exclusive as required by Canadian Law.

All applicable taxes for your delivery location will be automatically calculated and shown in full breakdown as part of the check out process.

All USD orders and final pricing exclude taxes.

Currently all online orders into the USD from Canada are exempt from taxes and duties if below $800 USD in total.*

Is The Big Bottle available in Retail Stores/Outlets?

Yes!!!  Please go to our Big Hello tab and click on the last link for our current list of stockists throughout Canada & the USA.

Do you have a Refunds & Exchange Policy?

Yes we do!!
We are committed to providing the best products and service to our customers and we want to help you if something is not right; so please email us and let us know.

Our Refund & Exchange Policy applies to all purchases made online at www.thebigbottleco.com.


If you have made your purchase from one of our stockists &/or brand partners please return to the place of purchase with proof of purchase and they will be able to assist you.

Our Refund & Exchange Policy does not exclude or replace your rights given under Consumer Law and regulations.

Everything in our store has been carefully selected and quality checked before dispatch to you. Please choose carefully as unless your purchase is faulty or damaged in transit, we will not be able to accept an exchange or refund.

All returns must be advised in writing and contain photo &/or video evidence of the issue at hand.

Please email [email protected]  with a copy of your Invoice and reason for return.

Once your claim has been approved our customer service department will contact you and advise collection and refund options. Our Returns and Refunds Policy applies to the following situations:

  1. The Big Bottle Co will repair or replace at its discretion any manufacturing defect in its products free of charge. This does not cover damage caused by normal wear and tear and/or caused by accidental dropping, improper care or cleaning, non-standard usage or negligence.

Photographic and/or video evidence and proof of purchase is required in all circumstances and directed to [email protected] for evaluation. We will evaluate your claim and provide a response of action within 48 business hours of receipt of your email.

Please note The Big Bottle is designed for water carry and consumption; it is not designed to withstand large drops, force, impact or being exposed to extreme conditions.

  1. Please note that all claims will be honoured at the discretion of The Big Bottle Co and we reserve the right to refuse or replace any customer claims excluding those protected under Canadian Consumer Law & regulations.

Adventure Range – Limited 12 months Manufacture’s Warranty :

The Big Bottle Co Adventure Range carry a limited 12 month warranty against manufacturer’s defects. The Big Bottle Co will replace any product found to be defective within the scope of normal and appropriate use. Replacement parts will be utilised to address defects when available and appropriate for the circumstances.
Please note that The Big Bottle Co Adventure Range is designed and intended for water consumption and hot and cold liquids. Whilst it is extremely durable; drops, significant force and/or impact or exposing your bottle to extreme conditions may damage your bottle and potentially void the manufacture’s limited 12 month warranty.

Return tender

Refunds will be given using your original payment method

If the order was returned due to an incorrect address or the package was unclaimed,       The Big Bottle Co has the right to charge for the product to be re-shipped.

Gift or bonus with purchase and bundled items

Where merchandise is purchased with a gift or bonus, the gift or bonus must also be returned (unless otherwise stated). If you are unable to return the gift or bonus, or it is not in saleable condition, the value of any available refund will be reduced by the value of the gift or bonus.

In the instance of bundle offers, all items within the bundle must also be returned or the value of the unreturned items will be deducted from any available refund.


If products are on sale they will not be refunded.

Stock Availability

Occasionally we may experience short periods of some stock and/or new styles being unavailable through our Canadian website. If one of the items you would like to order is out of stock, or it yet to be released in Canada please keep an eye on our Social Media Platforms for updates so that you can place an order at a later date. Alternatively please email [email protected] for support and manual orders from our Australian Distribution Centre.

Intended Design and Function

The Big Bottle Range is designed for water carry and water consumption.  It is not designed to withstand large drops, force, impact, or being exposed to extreme conditions.  

Given the method of production, the surface of the Big Bottle is not expected to be 100% free of minor streaks and blemishes. Images have been provided for illustrative purposes only and we do not guarantee that any image will reproduce in true colour, nor that any given image will reflect or portray the full design or options relating to that product.