We want to make this the best experience possible within our means!
Here are some questions we get at Big Bear Lake Gear!
Make sure to send your inquiries to the correct contact email address:
All the emails are answered within 24-48 hours from Monday to Friday.
Also, double check your shipping address and email address before placing the order.
IS THE WEBSITE SECURE AND TRUSTED?
Yes, our website is secure and it does have 256bit SSL encryption. it is also certified by McAfee SECURE, verified and trusted by Stripe, PayPal, and Apple Pay which are also checkout options. We NEVER see, hold, or get your payment info.
WHAT IS YOUR RETURN POLICY?
We have an easy 30 day return policy for refunds and exchanges. Please email us at Howdy@bigbearlakegear.com to get a return merchandise authorization. We have a US address for returns. Please do not return items to sender. We do not provide paid postages. Returns without the authorization form won't be processed. The item(s) must be received in new condition.
WHEN WILL YOU SHIP MY ITEMS?
- All items (including expedited shipping) are subject to a handling period before they are dispatched, it usually takes around 3-5 business days.
- We will notify you by email when your items have been shipped. If you have not received this email 10 days after purchase, please check your spam folder before emailing us.
*SOME ITEMS ARE TAKING A LITTLE LONGER TO PROCESS THIS TIME OF THE YEAR DUE TO HIGH DEMAND.
WHEN WILL I RECEIVE MY ITEM(S)?
- Some items should be received within 7-12 days after shipment, this may be a little longer for international delivery. Other specialty items like clothing items can take up to 2 or 3 weeks as they are shipped directly from the manufacturer in another country.
MY TRACKING NUMBER IS NOT WORKING OR UPDATING:
- Please note that it may take 1 - 4 days for your tracking data to appear on the carrier's website after you receive the shipping confirmation email.
- If you ordered via USPS or Standard Shipping and received a USPS link or AfterShip link to track your order, keep in mind that the location of the package will change when it reaches the country's Post Office. It usually takes around 12 days since the item shows as "processed" or on "pre-shipment" in the origin country. After that, your local Post Office will schedule a delivery day.
- If you ordered via USPS or Standard Shipping and received a DHL e-commerce link to track your order, please select the button "Receive Status Update" and put your info so you can receive all the updates. It should take around 12 days to deliver.
- Please, it is not that the package "is stuck", it is on the way and will update when it is scanned in your country. If it has been more than 12 days since shipment and it did not update the location, email us so we can check what is causing the delay.
WHERE ARE MY ITEMS COMING FROM?
Although our fulfillment house is located in America, most of our items are located in other countries such as Australia, Germany, United Kingdom and China.
WILL MY ITEMS BE SENT IN ONE PACKAGE?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages to ensure fastest delivery possible. Please keep this in mind when receiving deliveries.
Also, the easiest and most efficient way is to contact us by email if possible.
It helps us keep track of our orders.
Please let us know if there are any other questions that we have not answered.
You can email us at Howdy@bigbearlakegear.com
We want to make sure that all your questions are answered.