Customer Resource Center

We will accept orders Online (Most Secure), by phone, by fax, or if you have an account with us, by email.  We accept Visa/MasterCard/American Express/Diners Club and Discover.  We also accept payment by e-transfer and wire transfer and cheque (contact us to set up an account)

Many products have quantity discounts - buy more, save more!

A) Note the "Per 100 or Per 25 or Per 1000 or Each" comments you see in the name of the product and below the grid that displays pricing info.

B) If the item says "Per 100" then Quantity of 1 means you get 100 pieces of the item.

C) Need a quantity we don't advertise? Call us or email us and we will see if we can help.

Yes! Contact us and we can discuss payment on account options for businesses, schools, and other institutions.

Not everyone will be accepted, but we will happily discuss it.

We no longer have print catalogues, instead relying on the efficiency of our website and its many categories and search options.

Canadians receive the majority of products from Bear Woods' warehouse in the Vancouver region.  Some machines and special order products come from our mills and warehouses in the USA.  In these cases, customs fees are factored into our Canadian pricing and we provide instructions to carriers to bill us directly for customs fees.

1) We ship Monday through Friday and endeavor to ship most items the same day or before end of the next business day. We ship Express orders the same day when received before noon Pacific Time. (But you can always call us and we'll do our best to help).

2) Bear Woods lets Canadians choose from options available with Canada Post and with UPS. From the Shopping Cart (link is at the top right of every page) when you enter your Postal Code, the page will generate shipping options.

3) Shipping is by weight and provided at or BELOW our cost. We believe it is most transparent to provide fair prices, rather than absorbing the cost of all shipping.

1) All Hardwood Dowels (unless noted as Singles) besides Birch are Specially Made To Order in the USA.  

2) All Wood Plugs and Wood Buttons noted as being sold in quantities of 1000 are Special Order Wood Plugs/Buttons, Made to Order in the USA. Often a minimum order of 5000 pieces is required, but we will do our best to accommodate smaller amounts, so just place the order for your desired amount and we will be in touch as necessary.      (Bags of 100 are Stock Items, ready to ship)

3) Want a different quantity?  Ask us, we'll do our best to help. 

Please read on for terms and conditions.

Bear Woods Supply Company SPECIAL ORDER  POLICY (Continental USA & CANADA)

Please note that all items designated as "Special Order" are not stocked by us but are ordered and scheduled for manufacture when we process your order. Special order items must be prepaid. After you place your order we will send you an "Order Confirmation" advising approximate lead time. Once we confirm your order we do not accept cancellations for work in progress. Usually but not always we can cancel an order if we receive notice within 2 days of confirming your order. We do not accept returns for special order items unless defective if notified within 7 days of delivery. You are responsible for returning product freight prepaid unless we advise otherwise. All returns must be authorized by Bear Woods Supply in writing and returned as per instructions. We will refund or replace at our discretion after examination of returned product. Product must be returned in its original condition. We will reimburse shipping charges for defective products shipped according to our written instructions.

LEAD TIME BEFORE SHIPPING: Generally 1 - 4 weeks.

This is the best estimate - if the timing is going to be longer, we will let you know as soon as we know from our production manager.  If you have time constraints it is your responsibility to advise when ordering or within 1 day of receiving our order confirmation so that we can advise if we can ship by your required time.

Our website provides options for shipping at our actual cost, but they are estimates at that moment, as the weight of wood can vary.  We will advise at the time of shipping if we can provide a refund, or if we require a few dollars extra to cover the costs of shipping.

Our Commitments and Guidance Regarding Returns

1) Valued Customers, please inspect all packages and goods at the time of receipt. Any damage or indication of damage must be made known to us right away - if a box appears damaged, or any goods are damaged, please save all packaging material as we may ask for photos.  Please test all mechanical products as soon as possible and inform us of anything that isn't up to your standards.  Rest assured, we will make it right.

Unused and non-defective products:

2) You may return any stock item, except books, plans, custom order items, or clearance/close-out items in original condition and packaging within 30 days of the invoice date. We will issue a prompt and courteous refund or credit as you request. It's that simple.   

3) Before returning any product, please contact us by email - service@bearwood.com or by phone 1-800-565-5066 so we can provide you with a Returned Merchandise Authorization (RMA) number, and an address that works best.   If you do not contact us to obtain an RMA# in advance of returning a product, we cannot guarantee a refund.   For items that are not damaged or defective, we will not be able to refund shipping or cover the cost of return shipping to us.  See below for further details regarding Return Authorization.

3) Opened retail packages (such as blister packs or bottles of liquid) that cannot be sold by us in new/unopened condition will be subject to a restocking fee of 10-20%.

When a product arrives damaged or is found to be defective: 

4) In this rare occurrence, please contact us immediately, and take photos of the products, and all packaging materials that they arrived in.  After discussion, we may find a different remedy than returning the product, such as a refund, replacement, or repair.  Photos of the packaging material and boxes can enable us to put in a claim against carriers who may have mishandled the products.  

5) For bulk purchase of wooden products, we will issue refunds on a case-by-case basis, based on a review of photos and relevant discussions. When more than 2% of a product purchased is deemed unacceptable or missing, we will offer a partial credit/refund and will do so after a review of photos or of the returned merchandise. Remedy regarding rates of unacceptability or missing quantities that are less than 2% will be discussed on a case-by-case basis.

6) Custom or Special Order items can only be returned for defects in workmanship only. Before sending a return, contact us for options, and to ensure the most economical shipping is utilized - we may also suggest partial refunds or replacements/repairs, rather than a return.

Further details on Return Authorizations.

All returns require a Returned Merchandise Authorization Number (RMA#) and the address to return the items to. Our Customer Service Department must be contacted at 1-800-565-5066 or service@bearwood.com to obtain the correct RMA# for return shipments. At the time of contact, our customer service department will assist in following the policies above.

The assignment of an RMA# does not automatically assure a credit will be issued. 

All returns must show the Return Authorization Number on the outside of the packaging and on any related correspondence. and be marked as "return of goods" along with the RMA# we provide. If shipping between countries, the Customs Declaration label must also be marked "return of goods."  

Unless otherwise noted in our RMA (Returned Merchandise Authorization), all returns must be shipped to us via Postal Service. Shipment must be prepaid as we do not accept freight collect shipments.

If a return is due to our error (such as a defect or damaged merchandise) we will reimburse you for shipping only when shipped as per our written return authorization instructions via email. The customer is responsible for insurance and delivery confirmation in case of loss or damage. Refunds are issued to the original account and payment method. 

Customers from outside North America may make returns after following all the above processes, but we will not refund shipping.