QUESTIONS PERTAINING TO ORDERING AND MINIMUM ORDER QUANTITIES 

QUESTION:  What are your minimum requirements, and can I place an order which does not meet these minimums?

ANSWER:  In relation to industry standards and averages, we feel that we have set order minimums at very reasonable levels.  All minimum item levels are listed under the Express Order Form.  Quantity minimums must be met, and each order much reach at least $100.00 before submitting, or the order will not be accepted; we require all minimums to be met on each and every order. 

QUESTION:  I forgot my password?  Can I call The Bear Factory offices to find out what it is?

ANSWER:  To ensure the privacy of your account, we do not keep your passwords on file in our offices.  If you have forgotten or lost your password, you may request a copy be sent to your email address.  This can be requested under the Client Login area. 

QUESTION:  Can I purchase items on a retail basis?  I am only looking for one item.

 

ANSWER:  We do not sell our items on a retail basis.  If you are interested in select products, to be purchased retail, please email us at info@thebearfactory.com.  We will be happy to refer you to retail businesses which carry our products. 

QUESTIONS PERTAINING TO STOCK LEVELS, ITEM AVAILABILITY, AND BACK-ORDERS

QUESTION:  Can I place an order for items which are currently out-of-stock, to be shipped at a later date?

           

ANSWER:  No, we do not accept orders on items which are currently out-of-stock.  If an item is out-of-stock, you will need to place the order when the item is available.  The item will be marked as in-stock on our website as soon as it is available.  We will begin shipping at that time. 

 

QUESTION:  How do I know if an item is available?

           

ANSWER:  When an item becomes available, it will be removed from the Out-Of-Stock list on our website.  This list is available at all times, and can be found under the Express Order Form. 

 

QUESTION:   I received my invoice after ordering, and certain items have been marked as out-of-stock, or stock-depleted.  Are these going to be backordered and shipped at a later date?

 

ANSWER:  All items not received due to depleted stock levels will need to be reordered at a later date, when the item is available.  The Bear Factory has not backordered these items on your invoice, and will not be sending out these items automatically. 

 

QUESTION:  Will I be contacted if part of my order is out of stock?

 

ANSWER:  The Bear Factory does not automatically contact customers if stock levels are depleted.  If you wish to make a special request for this, you will need to do so at the time the order is placed. 

 

QUESTIONS PERTAINING TO OUR WEBSITE AND LOGIN I.D.s FOR THE WEBSITE

QUESTION:  My Login ID and Password do not seem to be working.  What should I do?

ANSWER:  All Login IDs and passwords are case sensitive.  You may need to check to verify that you are entering your information per your original registration.  (You may want to try cutting and pasting from your original welcome email if you believe the entry of the information is preventing your from logging in correctly.)  Additionally, it is possible that your account has gone inactive, which is a result of no order activity within the last 6 months.  In this instance, you will need to re-register on our website.

QUESTION:  I saved an order online as pending.  When I logged in, it is no longer showing as saved.  What happened to my order?

ANSWER:  All pending orders are saved for a maximum of 90 hours.  If they have not been submitted within that time frame, they are deleted from the system, and are not recoverable. 

QUESTION:  What is the Exclusive Online Express Order Form?

ANSWER:  Our Online Express Order From is essentially an order form, which you can navigate through and quickly place orders for all products you require. You can simply go down our list of items and add hundreds of items at once, placing online orders in minutes.

Here is a quick Express Order Form Snap Shot

·         Submit hundreds of items quickly

·         Click on any of the items in the list, and see the associated picture

·         Recalls your account  information upon ordering

·         Processes all card information through our secure server

QUESTIONS PERTAINING TO DEFECTIVE MERACHANDISE, RETURNS, AND DISCREPENCIES

QUESTION:  What do I do with defective merchandise, and how do I go about getting some sort of credit for it?

 

ANSWER:  We attempt to produce the highest quality goods possible.  We are always happy to offer credit or replacements for all merchandise which arrives damaged.  To report such merchandise, you can email info@thebearfactory.com, subject line “Damages”.  Please include in your email all item numbers, quantities, and explanation of damage.  We will credit your for the value of the damaged merchandise.  If you require replacements, we are we be happy to ship them to you via Ground service.  Please note: replacements will not be shipped if address information is not provided, and we will not ship replacements out via Express Services.  We ask you to hold damaged merchandise until you have been authorized to discard.  The merchandise may need to be recalled in instances of shipping damage or manufacturer error. 

 

**A special note regarding SD-RD: all defective pieces of the SD-RD must be returned to our offices before credit is issued.

 

QUESTION:  Do you accept returned merchandise if I have a surplus, or if I do not like the item I have received?

 

ANSWER:  Unfortunately, we do not accept returned merchandise.  We strive to insure that all of our products are top quality.  Thus, we elect to accept no returns on our merchandise; if an item is shipped to and received by a customer, and subsequently returned to our warehouse, that item has been handled repeatedly, and may have been damaged or altered.  Although we would like to be able to accept returns for the convenience of our customers, we would not be able to insure the quality of our product is as it was when originally shipped from our warehouse.  We are sorry for any inconvenience this causes, and will work with our customers to insure that all needs are met.  In order to avoid the need to return merchandise, we will be happy to answer any questions you have regarding our styles or products prior to placing your order.

 

QUESTION:  I have a discrepancy between my order and the goods I have received.  What do I do?

 

ANSWER:  When you discover you have a discrepancy, it must be reported within 48 hours of receipt of the goods.  You may contact us via email or phone, and you will need to provide your invoice number. If reported immediately, we will rectify the situation as necessary.  All goods received in error are available for purchase at a discounted rate, or can be picked up by FedEx for shipment back to our warehouse.  All goods not received are available for credit or shipment to arrive by a deadline.  If a discrepancy is not reported within 48 hours of receipt of goods, options for resolution of the situation are limited; all missing items are only available for credit or shipment via Ground Service (Express service not available).

QUESTIONS PERTAINING TO THE PLACING OF ORDERS (METHODS AND DROP-SHIPS)

QUESTION:  Can I download a printable order form and fax an order in?

ANSWER:  We recommend placing all orders online.  If you are unable to place an order online, you may fax an order form to us.  Please download a current price list from our website.  (The price list can be found under the “Express Order Form”.)  You will need to include valid billing, shipping, and credit card information with your fax, as well as the level of shipping service you require.

QUESTION:  Can I place on order over the phone? 

ANSWER:  We require all orders placed with our company be submitted in written or electronic format (to provide a hard-copy) in order to insure accuracy.  Phone orders are accepted under no circumstances.  Placing orders through of website is highly recommended.  If you are unable to submit an order online, you may fax, mail, or email your order for processing as soon as possible.

QUESTION:  Can I place an order to be drop-shipped?

ANSWER:  Orders can be placed and drop-shipped only if minimum orders quantities are met.  The Bear Factory will not automatically remove the packing list from the order.  If you do not want a packing list included in a shipment going directly to your customer, you must notify us of these specific requirements. 

QUESTIONS PERTAINING TO THE SHIPPING AND TRACKING OF ORDERS

QUESTION: After submitting my order online, how long will it take to process and ship the order?

 

ANSWER: All orders are processed and shipped as quickly and efficiently as possible.  Express Service orders must be received by 3:00 p.m. (E.S.T.) in order to ship the same day.  All orders received after this time will ship the next business day, unless otherwise noted by The Bear Factory.  All Ground Service orders are shipped in the order that they are received; we recommend placing your order as soon as possible, to insure that it ships as quickly as possible.  We recommend allowing two business days for processing on Ground orders.  (Fed Ex transit times are also listed on the website, and should be reviewed and selected carefully; once the order is processed, the ship method cannot be changed.)

QUESTION:  How do I track my order online with FedEx?

ANSWER:  You can now click the FedEx Tracking link located at the top of this page to search for your orders. FedEx tracing is done using your invoice number as a reference number. (No account number or tracking number is required to track.) We recommend tracking online.  A link to FedEx Alternate Reference Tracking is included on all invoices.  If you have difficulty tracking your shipment, you may contact The Bear Factory office staff via email or phone.  You will be asked to provide your invoice number in order to best assist you with tracking. 

QUESTION:  Am I selecting the right level of service for my order?

 

ANSWER:  There is a link on the website to estimate transit times for each level of service.  If you are selecting based on price, Ground service is always the most inexpensive.  If you need your order by a certain date, you may need to select an Express service. Please note that Express 2 Day service and Express Saver service may or may not be quicker than Ground Service, so you will need to choose your service level accordingly.  If you select an Express service, Express shipping rates will apply regardless of your location.

QUESTION:  Can I get a shipping quote for my order, before I place it?

ANSWER:  All shipping is done on an order-by-order basis.  We do not offer shipping quotes on any orders. However, we are willing to offer a ballpark range or figure for shipping.  The Bear Factory is willing to do this in order to best assist our customers.  However, we cannot guarantee our estimates as final. 

QUESTION:  Shipping is not showing as any added value to my order submitted online.  Do you offer free shipping?

ANSWER:  No, we do not offer free shipping.  We have made a decision to base our shipping charges on each individual order, and we choose not to display shipping charges based on flat rates on our website.  We feel we are better serving our customers by basing shipping on the weight of each individual order

QUESTIONS PERTAINING TO OUR PRODUCTS AND THE CARE OF OUR PRODUCTS

QUESTION:  Where can I download a trial version of the Birth Certificate Software?

ANSWER:  Click the link below in the Download Center Area -
Once there, you can download a trial version of the Birth Certificate Software Package version 2.0. Retailers will be able to offer printable custom birth certificates. Please visit the link below to read detailed product description, as well as downloading a demo version of the software.

Download Center Area:

http://www.architechsfortheweb.com/bcsoftware

QUESTION: What sort of closure do your products feature?

 

ANSWER:  All our products feature our exclusive, patented closure.  On the interior of the animal, there is a locking zipper.  The zipper will “lock” once it is pulled closed.  The zipper pull is a removable pull string, which is to be removed when the zipper is entirely pulled up.  On the exterior of the animal is a Velcro closure, which closes directly atop the zipper, so that it is not visible. 

           

QUESTION:  Are your products machine washable?

 

ANSWER:  Our animals have been tested to hold up to the normal wear-and-tear of children at play.  In an effort to preserve the length of life for the animals, we do not recommend machine washing, as it is a great deal of wear on the fabrics.  We recommend spot cleaning for all of our products, using a mild detergent and soft cloth.  Spot cleaning is a gentler way to maintain your animal, and will help assure you can enjoy your item for the longest time possible.

 

QUESTION:  Do you offer a printed catalogue or brochure which you can send to me?

 

ANSWER:  We do not offer a printed catalogue or brochure.  All of our products are pictured on our website, and all ordering is done through our website.  It is the most effective way for us here at The Bear Factory to display all of our merchandise.  We update our website on a daily basis, and it reflects both stock levels and new merchandise.  We choose not to offer a printed catalogue or brochure, because we would not be able to keep them as current and up-to-date as our website. 

 

QUESTION:  The item I have received looks different than the picture on the website.  Why is this?

 

ANSWER:  We are always attempting to improve our product line and offering.  As a result, products are updated on a regular basis.  If you have received an item which looks different than the web picture, it is a new production style.  When changes are made to a style, the change is considered permanent, and the previous style is no longer available.  We attempt to keep everything up-to-date on our website.  Unfortunately, there are times items are not re-pictured before the new production style is in stock.  If this difference has caused difficulty for you, we encourage you to contact The Bear Factory offices, to ensure the situation is rectified. 

QUESTIONS PERTAINING TO OUR COMPANY, STRUCTURE, AND TERRITORY POLICY

QUESTION:  My welcome email mentioned the possibility of an unavailable area.  What does this mean?

 

ANSWER:  At The Bear Factory, we believe it is our duty to sell responsibly.  Thus, we choose to sell on a territorial basis, in an effort to prevent any area from becoming oversaturated.  When a new user registers on our website, it is not a guarantee of an available area.  We will automatically complete an area search upon submission of the customer registration.  The search criteria will consist of population, distance/location, current customers, and business types.  After reviewing the criteria, we will make an informed decision on the territory, and will notify you within 2 business days.  All approved territories will be held for 90 days.  If an order isn’t made within this time frame, the territory will be re-opened.   

 

QUESTION:  How is your company structured?  Do you franchise?

 

ANSWER:  We are a wholesale company only.  We require all of our customers to do business only in available territories, and order per our minimums.  We do not franchise, and will not exercise control over the business practices and policies of our customers.  We do not sell our products retail. 

 

QUESTION:  Can I use “The Bear Factory” name and web pictures for my own business?

 

ANSWER:  Yes, we allow the use of our name and web pictures by our customers.  You will not need to request special permission for the usage of the name or pictures in your business for purposes of advertising, website design, or development of printed materials.  (For any special uses, we ask that you consult us first.)

 

QUESTION:  I am interested in doing a craft show or fair out of town.  Do I need special approval to do this?

 

ANSWER:  No, no approval is needed to do a single show or fair outside of your regular location.

QUESTIONS PERTAINING TO YOUR BEAR FACTORY ACCOUNT

QUESTION:  I need to update my billing and account information, but there is no option to change this.  How do I update my information on file?

ANSWER:  To update your information on file, you will need to contact our offices.  You may do so by emailing info@thebearfactory.com.  Please include your company name and contact name, and state the change that needs to be made.  We will be happy to make the necessary change for you. 

QUESTION:  I have been approved for a location, but now plan to move.  Can I continue carrying your products in my new location?

ANSWER:  Please contact us at info@thebearfactory.com.  We will be happy to check the availability of this new area for you.  If the territory is available, we will be happy to update your information.