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Terms And Conditions

Credit & Terms: Big Bear is a member of ASI Credit Connect where we interchange credit data within the promotional products industry. Big Bear requires new customers to pre-pay or use a credit card (Visa/MasterCard/Amex). Customers who display a solid record of order placement and prompt payment can apply for terms of Net 15 days. Big Bear provides jobs to nearly 50 employees and pays salaries, benefits and shipping charges on a seven (7) day basis.

Prices: Big Bear reserves the right to change published prices at any time.

Purchase Order Bundling:  The Big Bear price list is based on the quantity of a single purchase order, not on the total number of items submitted across multiple purchase orders.

Thread Color Changes: There will be a $5.00 fee assessed for each additional thread color combination per logo to be sewn on a single purchase order.

2 Day Promise: Orders of fewer than 200 pieces or 10,000 stitches will ship within 2 business days after receiving a signed Job Approval form if production allows. Job Approval forms must be received in Big Bears offices no later than 4:00 P.M eastern standard time, Monday through Friday. Job Approval forms that arrive after that time will be considered received the next business day, excluding holidays and weekends.

If you are a new customer requesting digitizing services or an existing customer using a new logo requiring digitizing services, please allow sufficient time for digitizing approval. If your requested ship date cannot be honored for any reason, Customer Service will contact you.

Receiving: The count performed by Big Bear receiving on incoming goods will be considered final. Any discrepancies between what Big Bear expected to receive and what was actually received will be promptly reported to the customer. To ensure accuracy, please carefully review our approval form before signing.

Please note: Use the following format for sending goods to Big Bear: If you do not know your Big Bear Customer ID, contact Customer Service.

(Customer Name) -- (Big Bear Customer ID)
c/o Big Bear
701 Seneca Street
Suite 300
Buffalo, NY 14210

Errors in Goods Received: Big Bear always makes a best effort to ensure that goods received conform to what we have been advised to expect. When exceptions are detected, Customer Service will advise you immediately. Please note: Big Bear is not responsible for wrong styles, shortages or incorrect shipments received in our facility.

COD: We prefer checks made out directly to the carrier. Big Bear will accept COD deliveries as long as arrangements have been made in advance and the customer has provided all monies (and checks have cleared) necessary. If you have provided the funds to Big Bear and a Big Bear check is used to pay a COD, there will be a 5% (maximum $50) service fee.

Shipping Point: All shipments are FOB factory and Big Bear is not responsible for shipments lost in transit. Requests for insurance on shipping must be made in writing.

Damages: Big Bear is an industrial operation providing contract embroidery services. Scrap and waste (damages) are a normal and expected part of our operation. Big Bear takes great care to minimize damage during the sewing process. Please remember that the industry average for damages is approximately 2%. It is the customer's responsibility to make sure there are enough blanks available to produce the final count required by the order. Big Bear will reimburse for damages above two percent (2%). Big Bear will pay for the full cost of the goods up to a maximum of $18 per garment, above the two percent. For damaged goods not shipped with the order Big Bear donates these goods to local charities and homeless shelters. Please let us know within 30 days if you would like damaged goods returned at your cost. Damaged goods shipped with the order, must be returned to Big Bear and proof of garment cost must be provided. Big Bear will not pay damages in excess of full job revenue.

Please note: Big Bear will sew all blanks received unless the extras are assigned to a separate order that is approved only if damages occur on the main order.

Quality Issues: Credit for production errors or quality issues will be promptly granted by Big Bear after the goods in question have been returned to Big Bear.

Job Approval: Big Bear requires the customer to sign a job approval form for every order we process. This process is for the protection of the customer and Big Bear. If the customer waives the sign-off, by signing a Job Approval Waiver form, Big Bear will not be responsible for problems with logo placement or color selection and customer may forfeit any and all credit or damage request related to the job.

Please note: Big Bear strives to provide the highest level of service and support to you and your clientele. The rigorous job approval process we go through lessens the chance we will experience service or quality problems with your order. We strongly advise our customers to never waive their signature on a Job Approval form.

Quotations: If a customer submits a Purchase Order with specifications different than the signed quotation, Big Bear reserves the right to adjust the quotation to reflect the new specification. When Big Bear estimates the thread count on a logo without digitizing the logo and there is a different count when the logo is actually digitized, the new digitized thread count will be used for pricing. Logos may have to be modified to work well on different fabrics; these changes can increase the thread count thereby increasing the price per logo.

Errors on Orders and Invoices: Big Bear reserves the right to correct obvious mistakes in pricing on orders and invoices.

Digitized Logo Files: Big Bear will provide a copy of your digitized logo upon request. This is a free service. Big Bear will retain the source file in it's libraries for your benefit on future jobs. Big Bear does not own or claim to own any rights to or interest in the logos of any of their clients. Big Bear does not provide source files free of charge. Big Bear understands that it has no rights to use or sell those files unless directed to do so by the client and that any use of those files other than as directed by the client will be a potential cause for legal action. Big Bear asserts that it will never use those files without permission or a job request from the client as it has no legal permission to do so. Your source files will remain protected, backed up and secured on Big Bears secure computer system.

Trimming, Steaming, Sizing, Poly Bagging: Are all included in the embroidery fee.

Rush Charges: If Big Bear production schedules allow, orders requested in less than 2 days will be priced at two times (2x) the regular charge. Goods must be in Big Bears possession by 10:30 A.M. eastern standard time to be accepted for rush service.

Please note: Big Bear reserves the right to deny these requests if Customer Service determines that production is at such capacity that processing the order as a rush order will make it impossible for Big Bear to deliver the quality of service that is expected by the customer and Big Bear. This decision will be clearly communicated.

Shipping & Handling Charges: Big Bear charges published rates for all shipping charges and a "per box" handling fee on all outgoing shipments.

Drop/Split Shipment Charges: Add $ 5.00 per address for handling charges. For orders over ten (10) addresses, call for a quote.

Special Orders: Big Bear has and will continue to handle a variety of special and unusual projects. As a large decorator in the industry we can assist you in sourcing issues, relationship building as well as handling difficult embroidery assignments and fulfillment. We can negotiate special pricing as we determine the amount of time it will take to accomplish your special task. Please don't hesitate to ask us to develop a quote for your special needs project.