BASEGEAR.com

 

 

 

 
Home | Site Index | Shipping | Why Base Gear? | About Us | Help Center | View Cart
Free shipping on orders over $50 (on most U.S. orders) - click here for details
Join our mailing list and receive 20% off your order today!
 
 


Help Center
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?

  • FREE SHIPPING OFFER:

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. 

  • 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: 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 Jetboil, 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 Priority Mail Express International. 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, ice axes (and other weight-bearing safety gear), 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 see our Return Instructions.

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




 

Yahoo! Top Service Award

See BaseGear.com Outdoors Reviews at Bizrate.com

ShopWiki Certified Store

Google Products 5-Star Rated

 Contact Us | Site Index | About Base Gear | View Cart | Help Center
Returns |
Groups & Government | International Orders | Shipping
 Privacy & Security | © 2014 Base Gear LLC | Legal Disclaimers

 
 
100% Secure - 128-bit SSL Encryption. We accept VISA, MasterCard, American Express, Discover and PayPal.