Frequently Asked Questions

Go to https://bigassfans.com/au/order-status to check on your order. You’ll need your order number and the email used when the order was placed, whether online or over the phone.

Our Customer Service team is in the office ready to help during the following hours (all times are in AEST). Monday – Friday 8:00 AM – 5:00 PM AEST

At any time, you can email questions to customer.service@bigassfans.com.au.

Firstly, checking your tracking number, sometimes our delivery partners will split the delivery over multiple days. If it doesn’t look like you have multiple packages, please email the part you are missing from your shipping confirmation email to our customer service department at customer.service@bigassfans.com.au.

Please email our Customer Service Team at customer.service@bigassfans.com.au right away and we can see if we can catch your order before it is processed. We will need your order number and email address.

With a funny name like ours, we tend to get caught up in most email provider’s spam filters. If you can’t see your order confirmation email in your inbox, please check the spam or junk folder. If the email doesn’t appear to be there, email our Customer Service Team at customer.service@bigassfans.com.au and they will send you a new one.

Select Big Ass products are also sold at specialty retailers which you can find here https://bigassfans.com/au/showrooms/.

Firstly, try disconnecting the power to the fan via the power switch on the wall or by your circuit breaker for 15 minutes. If there are no improvements after this time, email customer.service@bigassfans.com.au.

Please take a video recording of your Haiku fan making the noise or wobbling and email it through to our customer service department at customer.service@bigassfans.com.au. Please include your name and the account the fan was originally purchased under.

If you find the remote to your Haiku fan is only working half of the time or when you are directly under the motor, it may need replacing. Please check the fan works well on the app or on another remote you have, then email our Customer Service Team at customer.service@bigassfans.com.au. Please include your name and the account the fan was originally purchased under.

This is normal and may happen occasionally when the fan is starting up as the fan is self-balancing to ensure you get a wobble-free breeze. An initial slight jerking forward and backward does not affect fan operation.

To reverse your Haiku fan, tap , and then toggle Reverse Fan. Big Ass Fans does not recommend reversing your fan—just run it at a slow speed during the winter!

If the LEDs are flashing repeatedly, your fan has lost connection with your home Wi-Fi network. This is different from the LEDs lighting up in unique patterns, which indicate different operating modes.

Make sure the switch is turned on if you installed the fan on a switched circuit. Do not turn the switch off at any time to ensure the fan consistently operates properly.

To get started with Haiku’s smart technology, download the Haiku mobile app from your preferred app store and create an account. Once you’ve created an account you will be prompted to activate the account by entering a 4-digit pin. Follow the prompts to connect your fans to the app through your mobile’s Wi-Fi settings.

Tap Connect a Fan to connect your Haiku to the new Wi-Fi network the same way you did when you first installed the fan. Make sure you know your new Wi-Fi SSID and password.