How can we help?

We ship worldwide, to every country you can choose at checkout. Shipping costs and estimated delivery times for your address are shown at checkout. Import duties depend on your destination: where possible, they’re charged at checkout, otherwise the carrier may charge them on delivery. More in our shipping policy.

When your order ships, you get a shipping confirmation email with a tracking link. It can take a little while before the carrier shows updates. No tracking email when you expected one? Write to us at hello@bigens.com.

You can cancel an order, including a pre-order, any time before it ships. Need to change your address or something in your order? Email hello@bigens.com as soon as possible. We do our best, but we can’t promise changes once your order is being prepared.

Pre-order products show their expected ship date on the product page, in the cart and in your order confirmation. Everything in one order ships together, so an order with a pre-order item ships when every item is available. If the date changes, we email you a new date and the option to cancel for a full refund.

Yes. You can return unused items within 30 days of delivery, wherever you live. Contact us first through the returns form or by email, and we’ll send you the return instructions. All conditions are in our refund policy.

Sometimes. For returns outside the EU or UK statutory right of withdrawal, we may charge a restocking fee of up to 50% of the item price, at our discretion, for example when an item comes back used, inflated or incomplete. We never charge a restocking fee on an EU or UK statutory withdrawal.

Custom and personalized products, and items sold as final sale (for example a sample sale or clearance), unless they are defective. A final sale is always stated on the product or sale page. Your statutory rights in the EU and UK stay intact.

Email hello@bigens.com as soon as possible, with photos or a short video of the item and the packaging. We look into it and, depending on what we find, send you a replacement or a refund.

Think about who’s playing and where. Every product page has a size guide with all sizes side by side. Still not sure? Email hello@bigens.com and we’ll help you pick.

Max. user weight 150 kg (330 lb), load-tested to 300 and 500 kg. One rider per ball, please.

The 31″ (80 cm) and 39″ (100 cm) Hoppi are hopper balls. The 47″ (120 cm) Hoppi is an exercise ball with handles, for sitting, bouncing in place and group exercise. It’s not for hopping.

Use a low-pressure air pump for inflatables, by hand or electric. Inflate it to its listed diameter, then stop: a firm ball bounces best. Never use a compressor or a high-pressure pump.

Buy more balls, save more: 10% off 2 balls, 15% off 3 and 20% off 4 or more. Mix sizes and colors as you like. Your discount is applied automatically in the cart.

No. Only balls count toward the bundle discount. Pumps and other accessories don’t.

Our welcome codes can’t be combined with the bundle discount. You get one or the other on the same order.

Yes, bundles can be returned like any other item. If you return part of a bundle, we refund the price you actually paid for that item, after its share of the bundle discount.

Yes. A logo, a custom print, custom colors or a custom size on a Play Ball, Hoppi or Animal Hopper: tell us what you have in mind on our custom orders page.

25 pieces. Most projects are between 100 and 1,000 pieces.

You get a mock-up with your quote, and production only starts after you approve it. Physical samples are available on request, for a fee.

Custom orders are paid in full upfront, before production starts. Shipping is quoted and charged separately. Custom products can’t be returned unless they are defective.