FAQs

How can I contact BEARPAW Customer Service?
BEARPAW Consumer customer service representatives are available to assist you Monday through Friday from 6am to 5pm, and Saturday from 8am to 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.


What are your shipping and handling charges?
We offer FREE standard shipping on all orders in the US. Products ordered with standard shipping normally arrive within 5-7 business days after placing your order. 2-day, next day, and international (Canada & Mexico only) are 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-labled 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.


What's the warranty policy for BEARPAW Apparel?

BEARPAW apparel carries the same product guarantee as our footwear. If you incur a defect within the first 30 days, please return it to the original place of purchase with your receipt and a full refund or warranty replacement will be offered. If the item was purchased at BEARPAW.com, please call 1-855-273-4732 for further return/warranty replacement instructions.


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?

Yes. BEARPAW.com offers an electronic gift card (e-Card), powered by Yiftee. E-Cards can only be redeemed at www.bearpaw.com. You can send an E-Card to any recipient via email or text message. Simply click on the link below or on the header to start your gift card process.
Shop e-Cards


Can I send a gift with no receipt included?

Yes! When sending a gift, enter a message in the Gift Message field on the Shipping Info page during checkout and a card will be included with your message on it. (Like "Happy Birthday! Love Mary"). The invoice will not be included in these shipments.


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.


How can I start receiving BEARPAW emails?

Click here to join our e-community and start receiving weekly emails. 


Do you ship Internationally?

Please visit our international page here for more information.


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. Click here to see a list of retailers in your area.

We also operate our own store, The Summit at BEARPAW Village. It is located at 7034 Sylvan Road in Citrus Heights, California – You can read more about it here


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 intial 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 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