| 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
7.
Security & Privacy
Ordering & Checkout
How do I get free shipping?
Spend over $50 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.
Some exceptions apply. Excludes HI, AK, U.S. territories,
APO/FPO addresses and P.O. boxes. Shipping address must be valid for both USPS (U.S. Postal Service) and UPS delivery, as we may ship
using either shipping method.
How
can I change or cancel my order?
You can make changes to your order at any time before
clicking the "Send Order" button during the checkout process. Once you
click the "Send Order" button, your order cannot be changed. Please
contact us immediately if you need to change or cancel your order.
We process most orders immediately after they are received, so please
understand that it may
not be possible to change or cancel your order.
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. Please set
your browser to its default security settings (to accept cookies and
enable Javascript).
Can you include a gift message with my order?
We do not provide gift cards or gift wrapping. However, you can type an optional gift message at checkout. The
message will appear on the packing slip (with prices omitted). Due to
customs laws, please note that we are unable to omit invoice prices for
any international order.
Can I purchase a gift certificate?
Yes, we offer electronic gift certificates in
denominations of $25, $50, $75 and $100. They make great last minute
gifts and they never expire! For more information, or to purchase an
electronic gift certificate, please click here.
I never
received an order confirmation. Did you receive my order?
If you successfully submitted an order
with a valid e-mail address, you should receive an automated order confirmation
e-mail shortly after completing your order. Please also be sure to check
your SPAM or "bulk" email folder.
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.
Why do you need my e-mail address?
It is extremely important that you provide
us with an accurate and 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.
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.
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.
Back to Top
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"
or "BASE GEAR LLC" If you do not recognize a charge from us, please
contact us first before contacting your credit card company
to dispute the charge.
2. PayPal
To pay using your PayPal
account, please click on the "PayPal" tab in the billing
section at checkout. You will be directed to a PayPal login screen where you
can select a payment source.
3. Government and Corporate Purchase Orders
We accept most government, quasi-government
and corporate 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.
Do you
offer price adjustments for price reductions?
Yes, we do offer a one time price adjustment for price
reductions that occur within 7 days of purchase. If you see the same
exact item (same season, style, size, color) on our website for less
within 7 days of purchase, please email us at
orders@basegear.com and we
would be more than happy to refund the difference to your original
method of payment.
Back to Top
Shipping Information
What shipping
methods are available to my delivery address?
Spend over $50.00 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.
- 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: To
obtain an exact shipping quote, place an item(s) into your
shopping cart. Scroll to the bottom of the page and use the
Shipping Rate Calculator tool.
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 do not count as 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) |
I live near your location. Can I pick up my order in
person?
Yes! Please place your order online and select
"Customer Pickup" as your shipping method (last option on the drop down
menu at checkout). Your order is ready to be picked up immediately after
your order is placed online.
Our warehouse is open Monday through Friday,
8:30am-4:30pm (no weekends or major holidays) for order pick up.
We are located inside of a large business park, so please refer to the
location map here:
http://www.basegear.com/aboutus.html#3
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 1-2 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. Tracking information may not be
available for some small 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. 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.
To learn more, please visit our
government and groups page.
Back to Top
International Orders
**For international orders, we prefer
PayPal for fastest order processing.**
**Russia and Eastern Europe: Due
to an increase in fraud from Russia and Eastern European countries (such
as Ukraine), we can only accept Paypal payment for these
countries. You will be given the option to pay using Paypal at checkout.
We apologize for the inconvenience.**
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 Black Diamond Equipment, The North Face, Cascade
Designs (MSR, Therm-a-Rest, Platypus, SealLine), Rab, Gregory Packs, Exped, and Arc'teryx prohibit us
from shipping their products outside of the United States. We do, however,
serve international customers and travelers visiting the United States
so long as the product(s) are shipped to a U.S. shipping address and are
not for resale.
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). Express orders ship via Express Mail
International (EMS). Standard orders ship via Priority
Mail International or First Class Parcel.
|
International Shipping
Estimate |
|
Method |
Rate |
Estimated Delivery Time |
|
Standard |
See Below |
Approximately
2-4 weeks* |
|
Express |
See Below |
Approximately 1-2 weeks* |
|
*Delivery
may take
longer than estimated if there are customs
processing
delays in your country. Customs processing time
varies by country and is beyond our control. |
|
|
International Shipping
Rates
|
|
Order
Amount
(USD) |
Canada |
Other |
|
Standard |
Express |
Standard |
Express |
|
$0-49 |
$15 |
$25 |
$32 |
$45 |
|
$50-$99 |
$20 |
$30 |
$38 |
$52 |
|
$100-$199 |
$25 |
$35 |
$44 |
$59 |
|
$200-$299 |
$30 |
$40 |
$50 |
$66 |
|
$300-$399 |
$35 |
$45 |
$56 |
$73 |
|
$400-$499 |
$40 |
$50 |
$62 |
$80 |
|
$500-$599 |
$45 |
$55 |
$68 |
$87 |
|
$600-$699 |
$50 |
$60 |
$74 |
$94 |
|
$700-$799 |
$55 |
$65 |
$80 |
$101 |
|
$800-$899 |
$60 |
$70 |
$86 |
$108 |
|
$900-$999 |
$65 |
$75 |
$92 |
$115 |
|
$1,000+ |
+$2 per $100 |
+$2 per
$100 |
+$6 per $100 |
+$7 per $100 |
|
Note:
You are solely responsible for your
country's customs duties, fees and taxes.
The order amount is based on your order subtotal
before any applicable discounts. |
|
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/otherlinks/?lid=1#5
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.
Back to Top
Returns
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
60 days for a full 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. Please do 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.
Exceptions:
Due to health and safety regulations,
legal liability reasons and for your personal safety, the following
categories of items may not
be returned or exchanged.
- Climbing & snow safety equipment: carabiners,
harnesses, quickdraws, ropes, runners, cords, belay devices,
breathing systems (such as Black Diamond AvaLung), etc.
- Undergarments: "next to
skin" garments such as long underwear
- Medical kits: first aid
kits and accessories
Refund policy:
- All valid returns will receive a full refund of the purchase
price.
- We do not charge a "restocking" fee.
- Sorry, we do not refund any shipping or return postage costs.
- We process most returns within
1-2 business days (slightly longer during and after the peak holiday
season). Please allow up to one billing
cycle for your credit card company to process and post the
refund amount to your account.
How do I return or
exchange an item?
To return an item, please complete the
Return Request Form.
To make an exchange, please return the
original item by following the return instructions above and place a new
order online for the new item you wish to receive. You will be
separately charged for the new order.
We process all
exchanges as a separate order because we sell specialty and
seasonal items with limited availability. As a result, there
is a good chance that the item you want will sell out before we
receive your return. Therefore, we highly recommend placing an order
as soon as possible for the item you wish to receive.
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 1-2 business days of receiving a
return. (Processing time may take a day or two longer during and
after the
peak holiday shopping season. Please allow one billing cycle for your credit card company
to process and post a refund to your account. An item I received is
defective. What should I do?
We stand behind every product we sell. If
an item you received is defective and within the manufacturer's warranty
guidelines, please contact us
and we will promptly assist you in making a warranty claim with the
manufacturer.
For international customers, please note that you will be responsible for all
shipping and postage costs associated with making a warranty claim.
Unfortunately, due to high international shipping costs, this is a small risk
that you agree to take in placing an international order.
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, high-grade 256-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' [face-to-face] 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 our ordering system.
What is
your privacy policy?
We respect your privacy rights. We
will 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.
Back to Top |
What
our customers are saying
