FAQs

How can I contact BEARPAW Customer Service?
BEARPAW Consumer customer service representatives are available to assist you Mon - Fri, 6am - 4pm PST.

To contact us by live chat, email or telephone, please click here.


Can you describe the ordering process with BEARPAW?
Our online store offers safe and convenient shopping 24 hours a day, 7 days a week. Simply navigate through our site to select products and add them to your shopping cart using the "Add to Cart" button. When you are ready to check out, click on the shopping cart in the upper-right corner of your screen. You may then review the items in your cart, remove or add more items, and then go through our secure checkout process to purchase. An authorization in the amount of your order including shipping and tax (if applicable) will appear on your credit card. However, you will not be charged for the order until it ships. Upon completion of the ordering process, an email confirmation is sent out immediately. Once the order ships, you will receive a second email with shipment tracking information.
For information on ordering by phone, fax, or mail, please click here.


How can I modify or cancel my order?
Can I change my order or cancel it?
Unfortunately, once you have placed your order it cannot be changed or cancelled. This is because our team picks and packs your order right away to ensure we are processing orders in a timely manner.

What if I want to change the ship-to address?
​​While we won’t be able to modify the shipping address, we recommend visiting UPS My Choice in which you can reroute your package to a UPS access point close by to your home.


What are your shipping and handling charges?
We offer FREE UPS Ground shipping on all orders over $49 in the US. Products ordered with priority shipping normally arrive within 3-5 business days after placing your order. 2-day air is also available for an additional charge.

For more information on our shipping rates and services, please click here.


What forms of payment do you accept?

We accept all major credit cards (Visa, MasterCard, American Express and Discover) on our web site, as well as over the phone (sorry, no checks, money orders, or CODs). All prices online are shown in U.S. currency.

For information on ordering by phone, fax, or mail, please click here.


What should I do if I get a defective, mis-labeled or mis-shipped product?

If you ordered the item directly from us, please call us at 1-855-273-4732. We will provide instructions regarding how to return the product so that we can resolve the matter as soon as possible. We do not consider damage caused by normal and/or excessive wear or staining of the product(s) to be defects. Additionally, unless expressly stated in the description of the product, Bearpaw products are not water and/or stain repellant.


My package is marked as delivered, but I cannot find it. What can I do?

If your tracking information shows that your package was delivered, but you can't find it:

  • Verify the order was placed with the correct address (check your email confirmation)
  • Check outside - the carrier may have left a notice of attempted delivery or left the package in a safe place such as a porch or garage
  • Check with other members of your household to ensure the package wasn't taken in by someone else
  • Check with neighbors often times carriers will leave packages with neighbors for safe keeping
  • Check your mailbox or anywhere else you receive mail
  • Wait for the full estimated shipping time frame to pass as in some cases packages may show as delivered for up to 2 business days prior to actual arrival
If you believe your package was lost or stolen you will need to contact the carrier directly.

Bearpaw is not responsible for packages stolen off porches, from mailboxes, lost or damaged by carrier etc. All items purchased from Bearpaw are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon tender of the item to the carrier. It is not our policy to refund or credit orders that have been shipped in good faith and confirmed by the carrier to have been delivered.

UPS Online chat
Contact UPS Hotline - they are liable for packages delivered incorrectly 1-800-742-5877.

Do BEARPAW shoes run true to size?

No. Our experience shows that they run small due to the inner wool lining. However, in most cases, the wool lining will relax after a few wearings and the initial "snug" feeling will disappear. Our suggestion is to purchase one size up if you normally wear a 1/2 size - meaning, if you normally wear a 7 1/2, purchase an 8, but if you wear a 7, purchase a 7.


Does BEARPAW sell gift certificates/gift cards?

Unfortunately we do not sell gift cards or gift certificates at this time.


Why is the color of my product different in person from what I saw on your website?

We make every effort to display our products as accurately as possible. However, actual colors may vary from the color on your screen due to slight color variations between computer monitors. Customer service would be happy to answer any questions you have about our products while you are shopping. You can contact customer service easily through live chat or by calling 1-855-273-4732. We also offer a free return/exchange policy if you are not satisfied with your purchase. Please see our returns and exchanges page for more details.


Do you ship Internationally?

Bearpaw.com does not ship to international destinations at this time. For more information please contact [email protected]


Is it safe for me to order online?

We always use industry-standard encryption technologies when transferring and receiving consumer data exchanged with our site. We have appropriate security measures in place in our physical facilities to protect against the loss, misuse or alteration of information that we have collected from you on our site.
For more information on our privacy and security policies, please click here.


Do you have BEARPAW Stores?

BEARPAW Products are sold at retail stores across the country.


What is your return/exchange policy?

Returns: If you are not satisfied with your purchase from us, you may return new, unworn items within 90 days for an exchange or refund of your purchase price. A return label is included in your package. All returns and exchanges must be in original condition.

If you received a wrong or defective item, please call us at 1-855-273-4732 or simply re-package your item and affix the pre-paid return label that came in the initial shipment.

Credits: Any refunded amount will be credited to your card as soon as we have processed your return. Please allow one billing cycle for the credit to be issued.

Exchanges: For credit card security purposes, we create a new order and charge it to your credit card. Once the returned items are processed, we will issue credit back to the original credit card.

Note: While we strive to process all returns within one week of receipt to our warehouse, please allow up to 14 business days (21 days during the Holiday Season) for your return or exchange to be processed. For your protection, you may wish to insure your return package.

Complete the return form on the back of your invoice and send it along with the merchandise you wish to return to:  

BEARPAW Ecommerce LLC
1415 Greg Street Suite 101
Sparks, NV 89431


Are Anti-mold & Silica packets non-toxic?

The anti-mold chip is pure natural product extracted from several plants with sterilization effect; it is safe, nontoxic and does not cause pollution problems. The Silica packets are composed of silica gel which is also non-toxic; However, consumption of either should be avoided. Please consult your doctor/vet if swallowed.


Where can I find more information about the Loyalty Rewards Program?

For more information on our Loyalty Reward Program, please click here