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FAQs

FAQs

How can I contact BEARPAW Customer Service?

To contact the Customer Support team, 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. This process usually takes few minutes However, you will not be charged for the order until it has been successfully completed. 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.

What are your shipping and handling charges?

We offer flat rate shipping per order - So regardless of ordering 1 pair or 3 pairs, you will have the same shipping rate.

What forms of payment do you accept?

We accept all major credit cards (Visa, Mastercard, AMEX) as well as Paypal

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

Please visit our warranty page here so that we may ensure you are serviced appropriately.

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.

Can I send a gift with no receipt included?

We can offer sending the order to a different Shipping Address, within the territories agreed, including only a packing list.

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, bearpawshoes.co.uk and bearpawshoes.eu are the core destination for non-European requests

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 world.

What is your return/exchange policy?

Returns: We can only process returns and refunds for unopened and/or unused products within 14 days from date of purchase.

In rare cases where irregularity is reported on our products, we would more than happy to replace the irregular/defective product. Kindly please provide us the details and the unique batch identifier code shown on the label of our product, so we can report the inconsistency/defect to our logistics division. If possible at all, kindly please send us pictures of the irregular product as well.

To return a product, send us an e-mail at support@bearpaw-support.zendesk.com. Please let us know why you are returning the product, the order number, and the number of products that needs to be returned.

When a return is confirmed, we will deliver instructions on how to arrange the return shipment via email. Please note that you can only return products that were directly purchased from webshop at:

Europe bearpawshoes.eu

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: If you receive a damaged or incorrect order, please contact us within 14 days for an exchange. Once your original item is returned to us, we will send you a replacement as soon as possible. If the reason for your exchange is that you ordered an incorrect item, you may return your item for a full refund. Then you may place a new order for the correct item.

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.

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.