Shipping & returns

Big Bear Return Policy

Let us know you have a return:
We certainly want to make your experience with Big Bear Instruments an enjoyable one. And, hey, stuff happens! If you have a return request, please let us know by emailing [email protected] or by calling in at 815-905-3027. Please reference the Job # associated with your order, the item(s) you want to return, and the reason. Big Bear will then issue an RMA# and get in touch with you.

Returns will be considered within 30 days of shipment:
All returns for credit must be in new condition, include original outer packaging, inner packing materials, original manuals, instructions, warnings and warranties. Product returns for products ordered in error will receive a refund less any restocking charge dictated by the manufacturer of the product, shipping, or handling charges. If after inspection, the product is found to have a manufacture defect, Big Bear will issue a credit in full for the amount of the product or issue an exchange for a replacement. Obviously any product damaged due to exceeding its specifications, experiencing negligence, or blatant mishandling will not be eligible for a refund.

Restricted Products:
We reserve the right to refuse a return or to charge a restocking fee for damaged, incomplete, or otherwise non-conforming returns. In addition, there may be some restrictions on certain products being returned, such as:

• Non-cancellable and non-returnable products (as communicated per your invoice or order acknowledgement)
• Products that are no longer in usable condition (unless being returned for repair)
• Custom products or items purchased on ‘special order’ basis
• Calibration certificates
• Labor incurred for assembling or mounting items together

Warranty Policy:
If an item proves defective while still under warranty, please let us know. Similar to a return, please let us know by emailing [email protected] or by calling in at 815-905-3027. Please reference the Job # associated with your order, the item(s) you want to return, and the reason. Big Bear will then issue an RMA# and get in touch with you. Warranty lengths differ from manufacturer to manufacturer, so please ask and we’d be happy to let you know. Typically speaking, warranties are usually 1 year from the time of shipment.

Saftey Policy for Returns:
In order to protect our employees who are receiving the returned product, a safety form (decontamination request) may be required for some returns. Our Team will let you know if this applies to your return.