FAQ
Have a question? We're here to help! If you don't see your answer below please reach out to us via the pop up chat or contact page.
When will my order ship or arrive?
We will have your order picked and ready for shipping within 2-4 business days of receiving your order.
We trust Canada Post and other couriers to do their best and you will be able to track your parcel with the shipping label you receive.
Please be aware that certain weather events such as wildfire or extreme winter conditions can affect delivery times.
**We cannot offer delivery date guarantees nor process order refunds on the basis of shipping delays.**
Can I alter, change or cancel my order?
Absolutely. If you need to make changes please contact us.
We are open 7 days per week including many holidays. We will respond to your request within 24 hours of receiving your email.
What if I want to exchange or send my order back for a refund?
An Order Number is required for all refunds and exchanges. - There are no refunds or exchanges on any food items.
All clearance items and books are final sale - Full returns/exchanges will be honored if the product is unopened, unused, and in its original packaging with all accessories.
Refunds and exchanges must be within 30 days of purchase - Return shipping costs are to be paid by the customer - Shipping fees are non-refundable
Why does my order have shipping fees if it is over $100?
Free shipping does not apply to large and/or heavy items (over 6 kg), electrical appliances and Cast Iron cookware.
Unfortunately, due to the weight and size of electrical appliances, bulky large items and Cast Iron cookware, the free shipping policy will not apply to these categories and Parcels weighing more than 6 kg.
Bear Country Kitchen will offer a flat rate shipping of electrical appliances and Cast Iron Cookware and parcels greater than 6 kg. Shipping in Canada can be costly, especially to rural and destinations outside of larger cities.
In the event that excessive freight rates are quoted by Canada Post or Courier (UPS, Purolator or Canpar), and for any other reason not stated in this policy, Bear Country Kitchen reserves the right to exempt that shipment from this policy.
In all instances you will be contacted to notify you of the high freight charges and be offered the opportunity to offset these charges with a flat rate fee.
You will have the option to approve and pay the flat rate fee to offset the shipping fees or cancel your order if you wish.
We wish we had more affordable shipping options in Canada.
How is shipping calculated?
Shipping is calculated by weight and volume and destination.
Some rural communities can attract higher shipping costs. If your order is under $25 you may be shocked at the initial shipping charge estimated. Don't despair!
We always try to find the most economical option for shipping your parcel to you and may use any of the following: Canada Post, UPS, Canpar or Purolator.
If your items fit in a relatively flat envelope and can ship with Canada Post with regular stamps (i.e., without a tracking number), we will choose this option with your approval.
We will refund excess shipping costs to you.