Refund policy
Returning Items
Our refund policy lasts 30 days from original date of purchase. After 30 days, we will no longer accept your purchased item for a refund.
All sales on Clearance items are FINAL.
To be eligible for a return, your item must be unused and in the same condition as purchased. Items must be in the original packaging with all tags and/or labels unremoved.
A store receipt or proof of purchase is required for all returns.
Please DO NOT send your purchase back to the manufacturer.
Contact us at sales@bigbeargearnj.com prior to sending any return for a Return Merchant Authorization (RMA). Do not send any item without an RMA.
Non-Returnable Items
Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials such as flammable liquids or gases.
Additional non-returnable items include:
- Gift cards
- Downloadable software products
- Some health and personal care items
- Any item not in its original condition, that is damaged or has missing parts for any reasons not due to our error.
- Any item that is returned more than 30 days after original purchase date or delivery.
Refund Process
Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 10 business days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account, then contact your credit card company. It may take some time before your refund is officially posted. Next, contact your banking institution. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@bigbeargearnj.com.
Clearance Items
Only regular priced items may be refunded. All marked for clearance items are final.
Special Ordering
We offer special ordering if we do no have a product in stock. In the event the customer's order needs to be returned or exchanged for another item, there will be a 15% restocking fee applied.
Exchanged (if applicable)
We will only exchange items for the same item if they are defective or damaged. If you need to exchange an item for these reasons, e-mail us at sales@bigbeargearnj.com.
We will not exchange an item for a size, color, or other variant change. We will not exchange one item for another. If you want a different item or variant, you must return the one you purchased and place a new order.
Gifts
Returning items with a gift receipt will be issued as a gift certificate to the gift receiver.
If the item came with the original receipt and the original purchaser shipped the item upon themselves, we will send a refund to the original purchaser and they will be informed of the return.
Shipping
To return your product, you should mail your product to: 1874 River Road, Lambertville, NJ 08530
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Items Not Received by You
Once we tender the item to the carrier, we are no longer responsible for it. If the item is not received by you or arrives damaged in shipping, you will need to file a claim with the carrier. Big Bear Gear is not responsible for lost packages.