| Customer
service is our #1 priority. Please feel free to contact us if you do not
find an answer to your question below. We answer most e-mails the same
business day. Base Gear LLC
9665 SW Allen Blvd Ste 116
Beaverton, OR 97005
Contact Us
Frequently Asked Questions & Answers
1.
Ordering & Checkout
2.
Payment & Pricing
3.
Shipping Information
4.
Government & Group Orders
5. International Orders
6.
Returns & Exchanges
7.
Security & Privacy
Ordering & Checkout
Is my item in
stock? Most
items on our website are available to ship within one business day. In
fact, we are among the best in the business when it comes to keeping
items in stock. At any given time, over 99% of
the items listed on our website are in stock and available to ship, and the few
out of stock items are usually on their way to us from the manufacturer
and/or distributor within 2-5 business days or sooner.
We no longer publish inventory quantities
on our website because "real time" inventory information is sometimes
misleading to our customers, particularly during peak periods, as
inventory quantities unexpectedly change as customers place items into and
out of their shopping cart and place orders.
If any item(s) in your order are backordered, we will
promptly notify you by e-mail or phone and give you the opportunity to wait for, change or cancel
your order prior to charging your credit card. Whenever possible, we will also
give you an estimated shipping date for your order.
How do I get free shipping?
Order $50 or more of your favorite gear and receive
free
standard shipping within the lower 48 U.S. states.
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. Limited time offer.
How
can I change or cancel my order?
Please
contact us to change or cancel your order
at any time prior to shipment. We make every effort to accommodate
change/cancel requests. However, please note that we generally ship
orders within one business day and cannot change or cancel an order that
has already entered the shipping process.
I prefer
not to use my credit card on the web. How can I place my order?
Please select "Call Me (U.S. Only)" as your credit
card type at checkout. We will then contact you by telephone to obtain
your credit card number. We also accept payment by check, money order,
or PayPal.
Can I
place my order by phone?
Sorry, we do not accept telephone orders. However, if
you prefer not to submit your credit card number through our secure
online server, please select "Call Me (U.S. Only)" as your credit card
type at checkout. If you prefer to pay by check or money order, please
select "Check/Money Order" at checkout.
I can't
place items into my shopping cart. Why?
Your browser is set to reject cookies or your internet
connection is protected by a firewall that rejects cookies.
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?
We do not provide gift cards or gift wrapping at this
time. However, you can type an optional gift message at checkout. The
message will appear on the packing slip (with prices omitted). Please
remember to include your name in the message.
Can I purchase an
electronic gift certificate?
Yes, we offer electronic gift certificates in
denominations of $25, $50, $75 and $100. They make great last minute
gifts and never expire! For more information, or to purchase an
electronic gift certificate, please click here.
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@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?
Most major private shipping carriers require us to indicate whether the
delivery address is a business address or a residential address.
Why do you need to know if my order is a
gift?
If your order is being sent to a gift recipient, we will omit price
information from the packing slip.
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.
Back to Top
Payment
Do you
charge sales tax?
Nope.
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.
Back to Top
Shipping Information
What shipping
methods are available to my delivery address?
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 will incur a
shipping charge.
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. Limited time offer.
- 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:
An easy-to-use 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
below for rates.
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. |
|
|
International Shipping
Rates
|
|
Order
Amount
(USD) |
Canada |
Other |
|
Standard |
Express |
Standard |
Express |
|
$0-49 |
$15 |
$25 |
$25 |
$35 |
|
$50-$99 |
$20 |
$30 |
$30 |
$40 |
|
$100-$199 |
$25 |
$35 |
$35 |
$45 |
|
$200-$299 |
$30 |
$40 |
$40 |
$50 |
|
$300-$399 |
$35 |
$45 |
$45 |
$55 |
|
$400-$499 |
$40 |
$50 |
$50 |
$60 |
|
$500-$599 |
$45 |
$55 |
$55 |
$65 |
|
$600-$699 |
$50 |
$60 |
$60 |
$70 |
|
$700-$799 |
$55 |
$65 |
$65 |
$75 |
|
$800-$899 |
$60 |
$70 |
$70 |
$80 |
|
$900-$999 |
$65 |
$75 |
$75 |
$85 |
|
$1,000-$1,499 |
$70 |
$80 |
$80 |
$90 |
|
$1,500-$1,999 |
$75 |
$85 |
$85 |
$95 |
|
$2,000+ |
$80 |
$90 |
$90 |
$100 |
|
Note:
Oversized
and/or heavy items may require additional charges.
If additional charges apply, you will be contacted
for approval before your order is shipped.
You are
solely responsible for your country's customs
duties, fees and taxes. |
|
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.
If any item(s) in your order are backordered, we will
notify you by e-mail and give you the opportunity to wait for, change or cancel
your order prior to charging your credit card. Whenever possible, we will also
give you an estimated shipping date.
Since we receive
shipments for most of our products on a regular and continuing basis, the vast
majority of backordered products are back in stock within 3-4 business days.
How can I tell if my
order has shipped?
After your order ships, we will send you a
shipment confirmation e-mail to let you know that your order has shipped. If you
selected UPS Ground, UPS 3 Day Select, UPS 2nd Day Air, UPS Next Day Air Saver,
Canada Express, or International Express, your
confirmation e-mail should include package tracking or status information.
Point-to-point tracking information may not be available for
other shipping methods.
How can
I track my order?
If you selected UPS Ground, UPS 3
Day Select, UPS 2nd Day Air, UPS Next Day Air Saver, Canada Express,
or International Express, you should receive a shipment
confirmation e-mail with package tracking information after your
order has shipped.
If you selected Standard Shipping or other methods, you should
receive a shipment confirmation e-mail, but point-to-point shipment tracking information may
not be available.
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.
How can I track an order that was shipped
via Standard Shipping?
After we ship your order, we will send you a shipment confirmation
e-mail to let you know that your order has shipped. If available, we
will e-mail you a tracking number. However, please note that a tracking
number may not be available under the Standard Shipping option.
For example, if we ship your order via USPS Priority Mail, a tracking
number will not be available.
If you are concerned about the status of an
order that was shipped via USPS Priority Mail, please
contact us and we may be able to provide you with a Delivery Confirmation
Number which often contains shipment status information.
Back to Top
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.
We are also authorized wholesale
distributors of many of our products and offer quantity discounts to
groups, outfitters, retail stores, corporations and other organizations.
To learn more, please visit our
government and groups page.
Back to Top
International Orders
Do you
accept international orders?
Yes, to most countries.
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).
|
International
Shipping Options (via U.S. Postal Service) |
|
Method |
Rate |
Estimated Delivery Time |
|
Standard |
See Below |
Approximately 2-4 weeks* |
|
Express |
See Below |
Approximately 1-2 weeks* |
|
Note:
Standard does not include
package tracking. Express includes
parcel tracking and insurance. We ship to many, but not all
countries and we reserve the right to refuse any
international order. *May take
longer depending on customs/package handling
delays in your country. |
|
|
International Shipping
Rates
|
|
Order
Amount
(USD) |
Canada |
Other |
|
Standard |
Express |
Standard |
Express |
|
$0-49 |
$15 |
$25 |
$25 |
$35 |
|
$50-$99 |
$20 |
$30 |
$30 |
$40 |
|
$100-$199 |
$25 |
$35 |
$35 |
$45 |
|
$200-$299 |
$30 |
$40 |
$40 |
$50 |
|
$300-$399 |
$35 |
$45 |
$45 |
$55 |
|
$400-$499 |
$40 |
$50 |
$50 |
$60 |
|
$500-$599 |
$45 |
$55 |
$55 |
$65 |
|
$600-$699 |
$50 |
$60 |
$60 |
$70 |
|
$700-$799 |
$55 |
$65 |
$65 |
$75 |
|
$800-$899 |
$60 |
$70 |
$70 |
$80 |
|
$900-$999 |
$65 |
$75 |
$75 |
$85 |
|
$1,000-$1,499 |
$70 |
$80 |
$80 |
$90 |
|
$1,500-$1,999 |
$75 |
$85 |
$85 |
$95 |
|
$2,000+ |
$80 |
$90 |
$90 |
$100 |
|
Note:
Oversized
and/or heavy items may require additional charges.
If additional charges apply, you will be contacted
for approval before your order is shipped.
You are solely responsible for your
country's customs duties, fees and taxes. |
|
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:
http://www.wcoomd.org/ie/En/CustomsWebSites/customswebsites.html
Every country has unique import restrictions. It is your
responsibility to ensure that the product you order is legal for
import into your country.
Back to Top
Returns & Exchanges
What is your return policy?
We want you to be happy with your purchase. You
may return most unused items to us for any reason within 30 days of
receipt for refund or exchange. 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), we must insist that all
original tags still be attached to the article. You may try the item on
for size, but please do not launder or wear the article outside, or
return it smelling of cigarette smoke (or other strong odors).
Please also note (as indicated in the return exceptions below) that
undergarments and baselayers may not be returned or exchanged.
Refund policy:
- All returns will receive a
full refund, less the original shipping
charge (if any).
Please remember that if
you return any items from an order in which you received free
shipping and/or a promotional gift or discount, the original savings
associated with the returned item(s) will be deducted from the
refund amount.
- 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") are final sales and may not be returned or exchanged. Sale items (marked "sale"), on the other hand, MAY
be returned or exchanged.
- Undergarments, Climbing Safety Gear,
and Search & Rescue Equipment: For legal liability reasons and
for your personal safety, undergarments and baselayers, climbing protection gear (e.g., carabiners, harnesses, ropes, portaledges, etc.), and certain
law enforcement and search &
rescue equipment (e.g., technical knives made by Spyderco, Benchmade,
Kershaw, 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. 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.
If you have any questions concerning returns,
refunds and exchanges, please
contact us.
How long
will it take for you to process a return?
We process most refunds within two business days of receiving a
return. Please allow one billing cycle for your credit card company
to process and post a refund to your account.
Can I return
a used item?
Sorry, but we can only accept unused items for return. As an independent online store,
this return policy allows us to reduce our overhead and pass on the
savings to you. This policy also ensures that you will receive only unused products in brand new
condition.
An item I received is
defective. What should I do?
We stand behind every product we sell. If an item you received is defective, please contact us
and we will promptly assist you. If necessary, we will make a warranty claim on
your behalf with the appropriate manufacturer.
We will also pay all costs associated with making
a warranty claim (including the cost of shipping the item to the manufacturer as
well as any associated handling and warranty processing fees). Unfortunately, we
do not reimburse return postage. However, for U.S. customers, we will pay the
shipping cost to send a replacement unit to you. International customers are
responsible for all shipping costs.
If you prefer, you may return the item directly to
the manufacturer for repair or replacement. In some cases, this may expedite the
warranty handling process. Please contact us
if you need a particular manufacturer's contact information.
Back to Top
Security & Privacy
Is your online ordering process secure?
Yes. All orders placed through BaseGear.com are
processed using the Yahoo! Store secure server platform, which utilizes state of
the art, industry-standard 128-bit SSL encryption. According to CNN, "The
prevalent opinion...is that on-line credit card use is actually no riskier for
consumers than traditional 'low-tech' transactions."
When you enter your credit card number into the order form, it is transmitted
across the Internet in an encrypted (scrambled) form, then decoded when it gets
to Yahoo! For added security, Yahoo! also encrypts the credit card number when
it is stored on disk, and when Yahoo! forwards it to BaseGear.com.
What happens to my credit card information
after my order is processed?
Credit card numbers are permanently deleted
from our Yahoo! Store database 30 days after the date you place your order. (We
retain credit card numbers for 30 days in order to process any refunds, credits
or exchanges.)
What is
your privacy policy?
We respect your privacy rights. We never disclose your personal information
(including your e-mail address) to third parties without your
permission.
To view our complete privacy
policy, please
click here.
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