Base Gear LLC
9665 SW Allen Blvd Ste 116
Beaverton, OR 97005
Contact Us

Help Categories

• Ordering & Checkout
• Payment & Pricing
• Shipping Information
• Government & Group Orders
• International Orders
• Returns
• Security & Privacy

Frequently Asked Questions & Answers

1. Ordering & Checkout

• Is my item in stock?
• How do I get free shipping?
• How can I change or cancel my order?
• I prefer not to use my credit card on the web. How can I place my order?
• Can I place my order by phone?
• I can't place items into my shopping cart. Why?
• Can you include a gift message with my order?
• Can I purchase an electronic gift certificate?
• I never received an order confirmation e-mail. Did you receive my order?
• What is the difference between my "billing" and "shipping" address?
• Why do you need my billing address?
• Why do you need my e-mail address?
• Why do you need my telephone number?
• Why do you need to know if I am shipping to a business address?
• Do you publish a print catalog?
• Do you offer discounts to organizations such as the Boy Scouts?

• Do you charge sales tax?
• What forms of payment do you accept?
• Do you offer quantity discounts?

3. Shipping Information

• What shipping methods are available to my delivery address?
• When will my order ship?
• How can I track my order?
• What shipping carrier will you use if I select Standard Shipping?

4. Government & Group Orders

• Do you handle government and group orders?

5. International Orders

• Do you accept international orders?
• What are my shipping options and costs?
• How do you handle customs duties and import restrictions?

6. Returns

• What is your return policy?
• How do I return or exchange an item?
• How long will it take for you to process a return?
• Can I return an opened item?
• An item I received is defective. What should I do?

7. Security & Privacy

• Is your online ordering process secure?
• What happens to my credit card information after my order is processed?
• What is your privacy policy?

Ordering & Checkout

Is my item in stock?

Most items on our website are available to ship within one business day unless otherwise noted on the item page. For most items, our ordering system will prevent you from placing them into the shopping cart if they are out of stock.

If, for any reason, any items in your order are backordered, we will promptly notify you by e-mail or phone and give you the option to wait for, change or cancel your order prior to charging your credit card. 

How do I get free shipping?

Order over $50 of your favorite gear and receive free standard shipping within the lower 48 U.S. states. To qualify, you must select "Standard (Lower 48 U.S.)" as your shipping option at checkout. All other shipping options (such as "UPS Ground") will incur a shipping charge.

All internet shopping carts use cookies to function properly. As a result, if your web browser does not accept cookies, our shopping cart will not work properly. For best performance, we recommend using the latest version of Internet Explorer, Netscape, Mozilla or Firefox with their default security settings.

Can you include a gift message with my order?

I never received an order confirmation e-mail. Did you receive my order?

If you successfully submitted an order with a valid e-mail address, you should receive an order confirmation e-mail within a few hours of completing your order. If you do not receive an order confirmation e-mail within 24 hours, please contact us.

Please note that some e-mail filters mistakenly identify e-mails as "bulk" or SPAM. If your SPAM filtering is enabled, please modify your settings to accept e-mails from orders[at]basegear.com and order.status[at]basegear.com.

What is the difference between my "billing" and "shipping" address?

Your billing address is the address to which your credit card statement is sent. Your shipping address is the address to which you want us to ship your order.

Why do you need my billing address?

Credit card issuers and processors in the United States require merchants to obtain a valid billing address prior to shipping an order. This is one of several security measures designed to prevent credit card fraud. Please rest assured that we will never disclose your billing address to third parties without your permission.

Why do you need my e-mail address?

It is extremely important that you provide us with a valid e-mail address that you check regularly. E-mail is our primary way of communicating with you regarding your order, including order confirmation, shipment confirmation, backorder notices, and any other order related issues. Please rest assured that we will never disclose your e-mail address to third parties without your permission.

Why do you need my telephone number?

There are two reasons why we need your telephone number. First, if there is problem delivering your order, our shipping carrier may need to contact you to arrange for delivery. Second, we may need to contact you if we encounter a problem in processing your order. Please rest assured that we will never disclose your telephone number(s) to third parties without your permission.

Why do you need to know if I am shipping to a business address?

Some private shipping carriers require us to indicate whether the delivery address is a business address or a residential address. 

Do you publish a print catalog?

Sorry, we do not publish a print catalog. In addition to saving some trees, not printing a catalog reduces our overhead and enables us to pass on the savings to you. 

Do you offer discounts to organizations such as the Boy Scouts?

Yes. We support the Boy Scouts as well as other outdoor-related organizations. We also offer quantity discounts to government agencies, the military, corporations and other groups and organizations.

For more information, please visit our government and wholesale page.

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Payment

Do you charge sales tax?

No. We do not charge sales tax for any purchase.

What forms of payment do you accept?

  1. Credit Card

We accept most major credit cards, including VISA, MasterCard, American Express and Discover.

We also accept government IMPAC cards.

Credit card charges from us will appear as "BASE GEAR LLC."  If you do not recognize a charge from us, please contact us first before contacting your credit card company. Please note that if you dispute a charge from us with your credit card company, and that charge is later found to be valid, you will be assessed a fee of $25.00. This fee covers the "Chargeback Fee" assessed against us by VISA, MasterCard and/or our credit card processor and our administrative costs in proving that the charge was valid.

  2. Check & Money Order

We also accept personal checks, traveler's checks, money orders, cashiers and certified checks. Please make all funds payable to: 

Base Gear LLC
9665 SW Allen Blvd Ste 116
Beaverton, OR 97005

  3. PayPal

We also welcome our PayPal customers. For PayPal orders, please select "PayPal" as your payment method and proceed to checkout. You will then be directed to a PayPal login screen where you can select a funding source. You will then be automatically returned to review and complete your order.

  4. Government Purchase Orders

We accept most government and quasi-government purchase orders and IMPAC cards. For complete information regarding government orders, RFQs and benefits, please visit our government and wholesale page.

Do you offer quantity discounts?

Yes, on many of our items. Please visit our government and wholesale page.

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Shipping Information

What shipping methods are available to my delivery address?

• FREE SHIPPING OFFER:

Order $50.01 or more of your favorite gear and receive free standard shipping within the lower 48 U.S. states. Please see below for estimated delivery time.

You must select "Standard (Lower 48 U.S.)" as your shipping option at checkout. All other shipping options (such as "UPS Ground") will incur a shipping charge. Shipping address must be valid for both UPS and USPS (U.S. Postal Service) delivery, as we may use either shipping method.

Some exceptions apply. Excludes HI, AK, U.S. territories, APO/FPO addresses and P.O. boxes. If any other exceptions apply, we will contact you prior to shipping your order. 

• REGULAR SHIPPING:

• Standard: If you do not qualify for free shipping (above), standard shipping in the lower 48 states is one flat charge of $5.95. Please see below for estimated delivery time.
   
• Other U.S. Options: The shipping charge for all other U.S. shipping methods (including express shipping) is calculated based on weight, parcel dimensions and shipping destination. The shipping charge closely approximates the actual published rate and we do not charge any "handling fees." Please see below for estimated delivery time.

• Shipping Rate Calculator: A real time shipping rate calculator is available in your shopping cart (before you checkout). After placing item(s) into your cart, you can receive an instant shipping quote for any shipping method by entering your state and zip code.

• International: Please see our International Orders section below for rates and information.

Note:  The shipping timelines below are our best estimate and are not guaranteed. Weather delays and other unforeseen, uncontrollable circumstances beyond our control may impact delivery time. Weekends and major holidays are not business days.

***IMPORTANT:  Please allow up to 1 business day for processing!

Estimated Delivery Time
Standard (Lower 48)*	3-7 business days (not including holidays & weekends)
HI, AK, US Territories*	5-9 business days (not including holidays & weekends)
Post Office Box (U.S.)*	3-7 business days (not including holidays & weekends)
APO/FPO*	1-2 weeks (not including holidays & weekends)
USPS Priority Mail*	2-4 business days (not including holidays & weekends)
UPS Ground	2-6 business days (not including holidays & weekends)
UPS 3 Day Select	3-4 business days (not including holidays & weekends)
UPS 2nd Day Air	2-3 business days (not including holidays & weekends)
UPS Next Day Air Saver	1-2 business days (not including holidays & weekends)
Canada Standard*	Approximately 2-3 weeks (customs processing varies)
Canada Express	Approximately 1-2 weeks (customs processing varies)
International Standard	Approximately 2-4 weeks (customs processing varies)
International Express	Approximately 1-2 weeks (customs processing varies)
Note:  *These shipping methods may not include point-to-point package tracking. We reserve the right to refuse any international order for any reason.

 

When will my order ship?

Normally, we ship in-stock and paid orders within one business day. We make every effort to ship all domestic orders received by 2pm Pacific Standard Time, Monday through Friday (not including holidays) on the same business day. International orders may take up to 1-2 business days to ship due to customs and postal processing. Please allow up to 2-3 days for international order tracking information to update.

How can I track my order?

You should receive a shipment confirmation email with a package tracking link within 24 hours after your order has shipped. Please allow up to 24 hours for tracking information to become active. For USPS Priority Mail shipments, please note that only limited tracking information may be available until your package is actually delivered. Tracking information may not be available for some international parcels.

If you have any questions about your order status, please contact us.

What shipping carrier will you use if I select Standard Shipping?

Under the Standard Shipping option, we will select the most efficient method of shipment for your shipping location. We may use USPS Priority Mail, USPS Parcel Post, USPS First Class, UPS Ground or FedEx Ground (at our option) depending upon your delivery location and the weight of your package.  

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Government & Group Orders

Do you handle government and group orders?

Yes, we have extensive experience in providing the highest quality outdoor and tactical gear to military and special forces units, law enforcement agencies, park and forest services personnel, and numerous other local, state and federal government agencies.

To learn more, please visit our government and groups page.

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International Orders

Do you accept international orders?

Yes, to most countries, with some restrictions. Please note that we sell only to consumers and not to retailers or resellers. Also, our distribution agreement with certain manufacturers, such as The North Face, MSR, Therm-a-Rest and Platypus (and a few others) prohibit us shipping their products outside of United States. You may, however, use an international credit card and have your order shipped to an address in the United States.

If we cannot accept your order, it will be canceled and your credit card will not be charged. We reserve the right to refuse any international order for any reason. 

What are my shipping options and costs?

When placing an international order, please select the appropriate international shipping method at checkout - e.g., "Canada Standard" or "Canada Express" for Canada; "International Standard" or "International Express" for all other countries. All international orders ship via USPS (United States Postal Service) - Priority Mail International for "International Standard" and Express Mail International for "International Express", with package tracking included. Small "Canada Standard" orders may ship First Class International (with no tracking information).

How do you handle customs duties, taxes and import restrictions?

You are solely responsible for any customs duties, foreign taxes or any additional fees that your country may assess. In order to comply with export regulations, we are required by U.S. law to declare the exact value of all items ordered and to mark them as dutiable "merchandise." Also, because we are a retailer, we are prohibited by law from declaring your order as a "gift," even if the order is intended to be received by a gift recipient.

For detailed information concerning your country's customs policies (including duties and import taxes), you may wish to visit the official website of the World Customs Organization, which contains links to customs websites for most countries:

Every country has unique import restrictions. It is your responsibility to ensure that the product(s) you order is legal for import into your country.

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Returns

We want you to be happy with your purchase. You may return most unused items to us for any reason within 60 days of delivery for a refund. All returned items must be in brand new and resalable condition with all tags, packaging, accessories and documentation still intact and in their original condition.

For all items (including clothing), please do not cut off or remove the tags if you think that you might need to return the item. You may of course try on any apparel item for fit, but please do not launder or wear the item outside or return it with any stains, lint/hair (human or animal) or any strong odors.

Please also note (as indicated in the return exceptions below) that undergarments (such as long underwear) and climbing protection equipment may not be returned.

Refund policy:

• All returns will receive a full refund, less the original shipping charge. Please note that if you return an item or items from an order in which you received free shipping, the standard shipping charge will be deducted from the refund amount if the final order total falls below $50.00.

Example 1: Suppose you place an order totaling $155.95 and take advantage of our free standard shipping offer. Then, you decide to return your order. You will be refunded $150.00 ($155.95 original purchase price less $5.95 standard shipping charge). Why? We incurred a shipping charge to ship the original order to you. The free shipping promotion is based on a final purchase over $50.00.

• We do not charge a "restocking" fee.
• Please allow up to one billing cycle for your credit card company to process and post the refund amount to your account.

Exceptions: 

• Clearance Items:  Clearance items (clearly marked "clearance" and have prices ending in ".85" such as "$99.85") are final sales and may not be returned. Sale items (marked "sale"), on the other hand, MAY be returned.
   
• Undergarments, Climbing Safety Gear, and Search & Rescue Equipment:  For legal liability reasons and for your personal safety, undergarments and baselayers (long underwear), climbing protection gear (e.g., carabiners, harnesses, ropes, belay devices, etc.) may not be returned or exchanged.

How do I return or exchange an item?

To return an item, please follow these simple instructions and complete the form below:

1.  The item must be in its original condition.  Please ensure that the item you are returning is in brand new condition with all of its original product packaging. We cannot accept returns of products that have been used, as we are not able to resell such products.

2.  Complete the return form below.  Prior to sending your return, please first complete the form below.

3.  Wait for a Return Authorization number.  In order to expedite return processing and to prevent errors, please wait for an RA# prior to shipping your return. You should receive an RA# for your return request within one business day. Returns without an RA# may be refused by our warehouse receiving staff.

4.  Carefully pack and send.  When sending your return, please use the original (or comparable) shipping box and ship pre-paid via an insured carrier such as USPS, UPS or FedEx.  Please do not use an envelope and use care in packing to prevent damage in transit.  We are not responsible for damage to returned items while they are in transit. 

Please ship your return to:

Base Gear
RA# [your RA#]
9665 SW Allen Blvd Ste 116
Beaverton, OR 97005

5.  Exchanges. We process all exchanges as a separate order. To make an exchange, please return the original item by following the return instructions above and place a NEW ORDER for the new items you wish to receive. We will issue a refund to your credit card after we receive your return, and we will make a separate charge for the new order.

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