SHIPPING & RETURNES
SHIPPING POLICY
Orders ship in 1-3 days from receipt of order, usually within 24 hours of order receipt.
​
-
Shipping does not take place when there is a US holiday as the US Postal Service (our primary shipper) does not operate during US Holidays.
-
Working days are: Monday to Friday (Not including public holidays or weekends). We do not ship orders on weekends or holidays
-
Shipping: U.S. orders transit time takes within 3-7 days
-
All orders will receive an email confirmation that includes tracking information once the package ships.
Our Guarantee
​
-
Sometimes your orders can get lost/damaged in their journey to you. If this occurs, we will send you a replacement free of charge if the item is truly lost. Just contact our support.
-
All of our products are made to provide 100% satisfaction to each one of our clients. If you're not happy with what we delivered, you may return it for a full refund or replacement within our return window. See sction on Returns (below).
Important Remarks
Refunds are not given on free items, under no circumstances, nor are returns/exchanges honored for free items.
​
Tracking your order:
To track your order, please enter your tracking number after clicking the link provide in your tracking email.
​
Please note that your tracking number is the one we send automatically when we ship your order (it can take up to 2 days to receive tracking information and for tracking to be live in the shippers website).
​
Please note that you must not enter your order number as a tracking number, or it will appear as an error automatically.
​
If you cannot find your tracking number, please get in touch with us at support @brownbearenterprises.com
RETURN & EXCHANGE POLICY
RETURNS
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return AND to return the item to us.
To be eligible for a return, your item must:
-
Be still in original packaging (the inner packaging must not be tampered with). It cannot have been opend, tried on, played with, or used.
-
Product was never assembled or used
-
The product and packaging is in full salable condition when received back to our warehouse so that the item may be immediately resold.
If you received a replacement and now wish to return the item, you will need to return both the replacement and original item. If both items are not returned, we cannot honor a refund.
​
All returns must be post-dated within 30 days of the delivery date (the day you received the item). Should the return exceed the 30-day window or arrives in used condition, it will not be accepted and a refund, exchange, or replacement will be denied. In this event, we will contact you to arrance shipment back to you at your cost.
​
If you are eligible for a return or exchange based on our policy you can mail your product to:
​
Brown Bear Enterprises - Returns
4491 Cheshire Station Plaza #175
Woodbridge, VA 22193
​
No RMA is requiredand no return labels will be provided. Brown Bear Enterprise does not offer return labels or is responsible for return shipping, regardless of the reason for the return. Shipping costs are non-refundable.
​
If your package is refused or returned back to us (‘Return to Sender’), you will be responsible for the return shipping costs. Packages refused are subject to additional fees (30% of the base cost of the item) which will be taken out of any eligible refunds after the package is returned to us.
​
Be sure to include the following information with your return: Name/Email used for the order, Order Number, Reason for Return or indicate the item you wish to exchange for. You can use a piece of paper, enclosed packing slip, or a print out of your email confirmation. This will allow for faster processing.
​
Processing can take 7-14 Days once we receive the return.
​
If you are shipping an item over $75, consider using a trackable shipping service or purchasing shipping insurance as we don’t guarantee that we will receive your returned item.
​
Since we are a small company, please let us know if you experienced any issue with the product. Any feedback will be greatly appreciated and will help us to improve and develop future products.
​
REFUNDS
​
Please allow 7-14 business days for returns to be processed once the item has been received at our facility. You will be notified should the return be approved or rejected and refund denied.
​
If approved, the refund will be returned to the original method of payment within 3-5 business days.
​
Should you not see the funds returned to the original method of payment by the 5th business day, please contact support@brownbearenterprises.com to verify the refund has been processed.
Damages and Issues with your Order:
Please inspect your order upon recept and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items:
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges:
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
LATE OR MISSING REFUNDS
If it has surpassed 5 business days since your return was processed and you have not seen an email notification regarding its status, be sure to check your Junk/SPAM folder as these messages can sometimes end up there.
​
Should no message be found or you are not seeing the funds returned to the original method of payment by the 5th business day, please contact support@brownbearenterprises.com to verify the refund has been processed.
MISSING ITEM(S)
Contact support@brownbearenterprises.com within 5 days of receiving your order if the package appears tampered with or damaged, we encourage you to also submit a claim with the carrier as they are most likely the ones who damaged the package. Save all shipping material to support the claim. Take photos of any damaged packaging prior to opening the box.
​
Verify the packing slip which will list all items enclosed in your package/order. Should any items listed be missing from the package when contacting us please include photo verification of the following: packing slip, all contents from the package, and the shipping label.
We do ask to be notified immediately of any potential missing items. Should the order delivery date surpass 5 days and we have not received the verification requested, we will assume the order was received in accordance to our records and therefore we will be unable to offer any sort of compensation.