FAQ

How do I place an order?

1. Set up an account by registering, or if you already have an account, log in
2. Select the items you would like to order and add them to your cart
3. Check out - Your Bear Buck balance will be subtracted from your order total
4. Receive an email confirmation when your order ships

When will you charge my credit card?

Your credit card will only be charged if your Bear Bucks balance does not cover the cost of the products, freight, and shipping. Your credit card will be charged at the time of shipping.

The credit card system will hold the total of your order until it is shipped, but only the value less your bear bucks will be charged. 

How do I change my order after it’s been placed?

Call or email the store and we will do what we can to accommodate the change. All changes are approved on a case-by-case basis.

How do I order custom embroidery?

Add both the clothing and embroidery item to your cart (only specific embroidery options are available). During check-out, indicate which clothing item you would like embroidered.

I ordered the wrong item, how do I return it?

Please request a return authorization within 30 days of shipment of your order. Returns are only accepted for items that are in new condition. We cannot accept returns on electronics or apparel that has been custom embroidered.
The customer is responsible for the cost of freight for the return and new product shipment.

My order doesn’t match my order confirmation. What do I do?

Call or email the store and we will do what we can to fix the error.

How quickly will my order ship?

Orders are processed, packaged, and shipped regularly. Most orders require approximately 2-3 weeks to ship out from time of receipt. If you have a rush order, please indicate that it is a rush in the comments section at checkout and we will do what we can to accommodate you.

How do I place an order if I don’t have a credit card?

Ensure your Bear Bucks will cover the full cost of your order.

How do I place an order if I don’t have an email address?

Call or email the store and we will do what we can to assist you.

Can I ship items outside of Canada?

Yes, we can ship items outside of Canada but the cost of brokerage and customs are COD. Please contact the store for a freight estimate.

How do I combine Bear Bucks with an immediate family member?

Call or email the store and we will confirm with head office.

would like to ship my order to the distribution centre. Is this allowed?

No, it is not. Please provide a residential shipping address. 

I have special instructions for my order. How do I communicate that to you?

Use the comments section of the order form at the time of check out.

I have no Bear Bucks. Can I still place an order? 

Yes you can still place an order. The entirety of the order will go on your provided credit card.