The Bear Factory provides the highest quality goods at all times and manages each production cycle with detailed inspections during the production process. However, due to the nature of the “unstuffed” business, this makes it more difficult to identify defects prior to them being stuffed so please understand at times there will be some defective items.
- All order discrepancies must be reported within 24 hours of receipt of goods, so we can quickly rectify the situation. Please go to the “Contact Us” page to report any order discrepancies.
- Any item that is defective needs to be reported to us upon occurrence of the defect. The best way to report this is to send us an electronic request on our Contact Us page. Please put “Reporting of Defective Product” in the subject line, and provide the Item Number, Item Description, Quantity, and the Defect type. We will immediately contact you to provide a “Credit Authorization Number” that you may reference on your next order to obtain the credit amount. We will only be able to issue this number to you after we have received a photo of the damaged product. These pictures will then be sent to our Manufacturer so that we can work to rectify the issue for future production.
Note: If you are unable or not wanting to take Digital Pictures for immediate credit, you may also return the items to the warehouse for credit, however, in this instance the store will be responsible for the return freight. We much prefer the digital picture process to immediately inform our manufacturers and for you to receive instant credit without you incurring additional freight costs back to our warehouses and us back to our manufacturers.
We are unable to offer credit card refunds in the case of defective product. All product credit will be issued to your account to be used on future orders.
Please contact us with any questions or concerns you may have using our Contact Us form or at the phone number below.
Thank you –
The Bear Factory, LLC