Policies and FAQ

I. Getting Started & Ordering:

• Custom Orders:
• Shop Services:

II. Products:

• Wood Products
• Leather & Hair-On-Hide Products
• Metal Products
• Drinkware Products
• Gift Items

III. Policies & Important Information:

• Return Policy:
  • Items not eligible for returns, exchanges, or refunds
  • Refunds
  • Damages and Issues
  • Return Shipping Labels
• Shipping: 
• Turn Around Times: 
• Craftsmanship Assurance: 
• Additional Information:

-----------------------------------------------------------------------------------------

I. Getting Started & Ordering:

• Custom Orders:

  • Because custom and personalized items are created just for you, they cannot be returned or refunded. This includes any product that has been specially made, powder-coated, Cerakoted, engraved, sewn, or otherwise customized to your unique specifications.
  • To ensure your custom product is exactly as you envisioned, please carefully review all specifications and information before submitting your order. Our Custom Designs and Projects pages offers helpful information about the process and answers to common questions.
    
  • We're here to help! Please don't hesitate to reach out with any questions before we begin production. Final approval of all custom details (size, shape, designs, logos, etc.) is required via email or digital communication (social media or text) before fabrication.

• Shop Services:

  • Our shop services are non-refundable. This applies to any service we provide for customer-supplied items, such as laser engraving, powder coating, plasma cutting, CNC wood routing, leather patch installation, and all other services we offer.

II. Products:

• Wood Products:

  Because of the material's natural characteristics, returns are not accepted. 

• • Appearance will vary from piece to piece based on wood grains, knots, or other imperfections.
  • Some of these items are hand-cut and/or hand-painted
  • This is what sets each wood item apart with its unique features.
  • We don’t cultivate the trees, so these distinct characteristics are beyond our control.
  • Wood is a porous inconsistent material. Various environmental and drying factors cause each piece to absorb stains and finishes differently. Note that stain and finishes may differ slightly throughout your piece.

• Leather and Hair-On Hide Products:

  Because of the material's natural characteristics, returns are not accepted. 

• • Appearance will vary from piece to piece based on the leather grains, range marks, brands, or other imperfections.
  • These are natural characteristics of real leather.
  • Some of these items are hand-cut, hand-painted, and hand-tooled.
  • Each veg-tan leather hide will take leather dyes differently. This is due to the natural characteristics of the leather combined with the various processes used at tanneries when tanning the hide. Due to this, there may be slight variation in color from piece to piece.
  • We do our best to source the highest quality of leather and hair-on hide materials. If you have questions about a project involving leather, or if you are looking for a specific color in a hair-on-hide (cowhide) product, contact us.

• Metal Products:

  • Due to the nature of metalworking, slight variations in material appearance, texture, and finish are possible.
    
  • Products are powder coated, cerakoted, or left as bare metal based on your individual specifications.
  • Custom metalwork involves precise measurements, but minor dimensional variations (within industry-standard tolerances) may occur due to the fabrication process.
  • Customers are responsible for ensuring that they have the necessary resources or contractors for proper installation of any signage. We can provide guidance and specifications as needed. Bear River Brand does not provide installation services.

• Drinkware Products:

  • Each piece of our drinkware is uniquely customized to perfectly match your brand and style. Due to the highly personalized nature of these items, we are unable to accept returns or exchanges. We encourage you to carefully review your design specifications before finalizing your order. 

• • • Bar and Glassware:

      • Our glassware is expertly engraved using an industrial-grade laser engraving machine. This process creates a distinctive and durable frosted effect that beautifully showcases your custom text, image, or design.
      • While laser engraving doesn't compromise the glass's structural integrity, please handle your engraved glassware with care to prevent chipping or damage to the engraved areas.

• • • Powder Coated Drinkware:

      • Our powder-coated drinkware is also engraved using an industrial-grade laser, resulting in a beautiful, durable, and long-lasting design that resists fading and chipping.
      • We offer a diverse selection of drinkware, including tumblers, cups, mugs, and more, along with various engraving options (text, images, and designs). We can also consider engraving client-provided drinkware – please inquire for details.
      • For lasting enjoyment, your engraved powder-coated drinkware is dishwasher safe. However, we recommend hand-washing to best preserve the engraving and the integrity of the powder-coated finish. Please avoid abrasive cleaners and scrubbing pads.

• Gifts:

  Custom items sales are final and cannot be returned or exchanged. Made-to-order items are not eligible for returns. Delivery fees are non-refundable.

III. Policies & Important Information:

• Return Policy:

  • We take pride in the quality of our craftsmanship and materials. Please review our return policy below. 

• • • Standard Products: 

• • • • If you are not entirely satisfied with your standard (non-custom) product, you may return it within 7 days of receiving your order for a refund, exchange, or store credit, provided the following conditions are met:
      • The product must be in its original, unused, and undamaged condition.
      • All original packaging, components, and accessories must be included.
      • For powder-coated and/or Cerakoted items, or any items with a painted finish, the finish must be free from any scratches, chips, or damage incurred after delivery.
      • To initiate a return for a standard product, please contact us at bearriverbrand@gmail.com with your order number, the reason for the return, and photos/videos of the product. We will provide you with instructions on how to proceed.
      • We appreciate your understanding of our policies. If you have any questions, please do not hesitate to contact us.

• • Items non-eligible for returns, refunds, or exchanges:

    • Monogrammed/personalized and custom items
    • Gift cards
    • Final sale items
    • Items damaged through normal wear and tear
    • Incomplete gift sets
    • Shop Services
    • Delivery/Shipping Fees

• • Refunds:

• • • We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10-15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
      If more than 15 business days have passed since we’ve approved your return, please contact us at bearriverbrand@gmail.com

• • Damage or Defective Products:

• • • Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and get it fixed. In the unlikely event that your order arrives damaged or with a manufacturing defect, please contact us immediately within 7 days of receiving your order with photos of the damage or defect. We will work with you to arrange for a replacement or other appropriate resolution. 

• Turn Around Times:

  • Our average turnaround time typically ranges from 1-2 weeks. However, please keep in mind that this is an average, and several factors can influence the actual completion time of your order.
  • More complex projects, such as large custom metal signage or substantial woodworking pieces like our whiskey barrel cabinets, generally require a longer production period and may take 3-6 weeks.
  • Additionally, our current order volume can also affect turnaround times. During peak periods, the time needed to complete your order may extend beyond the typical 1-2 week window.
  • We understand that receiving your order promptly is important, and we strive to complete all projects as efficiently as possible without compromising quality. If you have any questions about the estimated turnaround time for a specific order or a potential project, please don't hesitate to contact us. We're always happy to provide more detailed information based on the specifics of your request and our current production schedule.