FAQ's

How can I contact BEARPAW Customer Service?

BEARPAW customer service representatives are available to assist you Mon - Fri, 6am - 5pm 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 bag using the "Add to Bag" button. When you are ready to check out, click on the shopping bag in the upper right corner of your screen. You may then review the items in your bag, remove or add more items, and then go through our secure checkout process to purchase. Your card will be charged at the time of order and you will receive an email confirmation immediately. Once your order ships, you will receive a second email with shipment tracking information. 

If you need assistance placing your order, please  click here.

How can I modify or cancel my order?

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 the carriers website to see if they are able to reroute your package. Use your shipment tracking # to find more information.

What are your shipping and handling charges?

We offer FREE ground shipping on all orders over $49 in the US. Products ordered with ground 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 (sorry, no checks, money orders, or CODs). All prices online are shown in U.S. currency. 
 
If you need assistance placing your order, 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 1-855-651-1771. 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 animals, normal or excessive wear, and 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. 

Do BEARPAW shoes run true to size?

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 wears 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 1-855-651-1771. We also offer a free return/exchange policy if you are not satisfied with your purchase. Please see ourreturns page for more details. 

Do you ship Internationally?

Bearpaw.com does not ship to international destinations at this time.

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?

While we do not have our own 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 a refund of your purchase price. All returns must be in original condition.  

For more information on how to return, please click here.

If you received a wrong or defective item, please visit our contact us page so we can assist further.  

Exchanges: For credit card security purposes, we do not offer true exchanges. Simply return the item that didn’t work for you and place a new order at any time for the replacement pair.

Credits: Any refunded amount will be credited to your card as soon as your return is scanned at one of the Happy Returns Returns Bars or by the carrier if sending by mail. 

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