Customer Service



The Burly Bears customer care and satisfaction is one of our top priorities. We strive hard each and every day to maintain a positive upbeat attitude for life and our work. We hope to pass this along to all of our customers who visit our unique mountain gift shop, and hope to be able to pass that along to you The Burly Bear internet customers. Whatever your question may be our staff, and customer service representatives are here to help. If you are unable to find the answer you are looking for on The Burly Bear website feel free to contact us by phone or email. One of The Burly Bears staff or customer service representatives will be more than happy assist you to whatever capacity they can.



The Burly Bear

1545 South Adair
Pinetop, AZ 85935
Fax: 928-367-2327


Mon. - Sat., 10 AM - 5PM AZ TIME
Sundays ., THE DAY OF REST

Mon. - Fri., 8 AM - 9PM CENTRAL TIME
Saturdays ., 8 AM - 9PM CENTRAL TIME


We strive for your 100% Satisfaction!! Our lively hood and the lively hood of our Artists, Craftsmen and Manufacturers depends on our business stability and success. Without you our satisfied customers we have neither stability or success. The Burly Bear will always try our best to be fair and curtious.We want to put a smile on your face!! That way we can have one on ours!!

The Burly Bear knows that our " Beary Happy" customers who are completely satisfied with their service and merchandise become repeat customers(friends and family), and tell their friends to come and see us!!

We cannot expect you to place additional orders unless you are 100% satisfied with your last purchase. To make sure you have no reason not to return to shop with us.The Burly Bear stands behind every purchase with a 100% Satisfaction Guarantee.

We want to thank all of our customers for helping us survive in our mountain community. We know the best way to do this is to offer our best. Best Service, Best Products, and Best Satisfaction Guarantee!! With every Purchase we promise to give you our BEST!! So shop with confidence, knowing that if you are not completely satisfied with your purchases we will do every reasonable thing possible to make it right!! Know that you can make returns for a prompt, no hassles, exchange or refund.

**(customers will be responsible for shipping costs, return shipping and in some cases a restocking fee.)



The Burly Bear has been dealing face to face with our customers for over 10 years at our Pinetop,Az store location. We realize there may be reasons why you may be uncomfortable or unable to place your orders on our website. No Problem!! We have additional options of placing and processing your order. You may choose to call us, fax us,or mail us your orders. All of these options work just the same at getting you what you want. Some are just a little faster!!

The Burly Bear accepts Visa, MasterCard, and Discover cards as well as official Bank Checks (Cashier Checks / Money Orders) for payment on telephone, fax and mail orders. The Burly Bear WILL NOT!! accept personal checks , C.O.D. or Payment Terms.

ONLINE ORDERS Online orders can be placed using our secure online shopping system protected by " SECURE SHOPPING". Since our order system erases credit card information after two weeks for your protection, credit cards are automatically charged when orders are placed.

PHONE ORDERS Please call 1-928-367-2327 FAX ORDERS Click on and print out The Burly Bear Manual Order Form … Complete all of the required information and FAX to:

928-367-2327 Manual Order

MAIL ORDERS Click on and print out The Burly Bear Manual Order Form … Complete all of the required information and MAIL to:

The Burly Bear Attn: Order Processing P.O. Box 1549 Lakeside, AZ 85929

Mail orders may be paid by credit card, cashiers check or money order.

Please make cashiers checks and money orders payable to The Burly Bear

SALES TAX Sales taxes apply to products originating at our Pinetop, AZ location. These items will have the tax already built in to the purchase price(on our website) and no additional tax will be required.



The Burly Bears standard shipping method is via FedEx or UPS. Standard flat rate shipping prices apply to locations within the contiguous U.S. (excludes Hawaii, Alaska and Canada).Customer must provide a valid street address at time of order,Neither FedEx or UPS will deliver to a P.O. Box or APO address. Customers will be notified with additional shipping charges for orders to be shipped outside of the contiguous United States.

Deliveries that do not require a signature may be left in a safe place at the driver's discretion.This will usually be out of sight and out of the weather. Areas may include the front porch, back porch, side door, or garage area. If deliveries require special delivery instructions they must be noted at time of order.

Express Shipping

Items stocked at THE BURLY BEAR store in Pinetop,AZ or at our artists, craftsmen or manufacturers are available for Express Shipping. The shipping times for Express Shipping is 3 to 4 business days from the date of purchase (not including Saturdays, Sundays or holidays). The cost for Express Shipping is additional to the standard flat rate shipping fees. Items that cannot be shipped using Express Shipping are noted in the product description. Free shipping promotions are not available for Express Shipping. The Burl Bear-Express Shipping is only available for orders shipped within the contiguous U.S. (excludes Hawaii, Alaska, Canada and APO addresses). Express Shipping is not available to P.O.Box or APO addresses. Call us direct or email us at for direct quote.

Express Shipping, 2nd Day and Overnight shipments are available on stock items upon request at an additional charge.Call us direct or email us at for direct quote.


Quick Ship items are items that are stocked at THE BURLY BEAR store in Pinetop,AZ. They can usually be shipped the same day if ordered before 12:00 pm AZ time or the following business day (exept on Saturday, Sunday and Holidays). Items are shipped UPS or FedEx Ground and should usually arrive within 3-5 business days(not including Saturday, Sunday or Holidays)

Quick Ship items are available for shipments to Alaska, Canada or Hawaii for an additional shipping charge. You will be notified of the additional charges prior to shipment.Call us direct or email us at for direct quote.

Occasionally with our high demand items.Back orders may occur. Some of these items may be temporarily out of stock, but we can notify you when they are expected to arrive via email.(customer must give current email address to be notified)

SHIPPING TIMES Shipping times vary by product. Some of our products are shipped from THE BURLY BEAR store in Pinetop,AZ , our artists, craftsmen or manufacturers locations.These items may take longer than one week for shipping. Please see the Estimated shipping time on the product information page or email us at for questions related to availability and delivery times.

TRACKING YOUR SHIPMENTS Upon shipment of your items. Your tracking information will be emailed to you.From this info you will be able to track your shipment using FedEx or UPS websites.

Upon conformation of drop shipments from our artists,craftsmen, or manufacturers.The Burly Bear will send you tracking information for your items.


The Burly Bear uses FedEx or UPS for shipping items which meet their size and weight limitations. If needed we can usually expedite these shipments upon request and for an additional charge, (SEE EXPRESS SHIPPING ABOVE).

The Burly Bear uses Standard motor freight for large or heavy items. You will be notified by the Freight Company prior to delivery.Then your furniture will be delivered "curbside".The drivers WILL NOT help you take the items into your house,or help you with any setup. You MUST be home to accept delivery and unload the merchandise.You will be responsible for moving the furniture into the house and setting it up. We strongly suggest you having more than one person present when your oversized items,or furniture arrives to ensure you will have the help you may need. Assembly instructions are usually provided with any item requiring assembly. If you have question or the instructions were not provided email us at and we will assist you as soon as possible.

Our customers are entirely responsible for all freight charges and restocking fees if a delivery is refused. Both the restocking and freight charges will be subtracted from your refund when delivery is refused or canceled ounce your items are in transit. We Cannot ship Large or heavy items to Alaska,Hawaii or Canada.


Freight for larger items is additional.

The Burly Bears- Freight carriers will usually notify you via telephone at least 24 hours prior to estimated delivery time. The Burly Bears- artists, craftsmen or manufacturers will include your contact phone number and delivery address on the bill of lading for the carrier to contact you. Once your order has shipped and the freight carrier contacts you, please clarify (Give special instructions if needed) to your delivery address. The Freight carrier will arrange with you for an approximate time of delivery, usually within a (2-4) hour time period.

ATTENTION: If no one is at address when delivery is attempted, you will incur a minimum re-delivery charge of $50.00 per order.This charge will be determined by the freight carrier. The Burly Bear will in no way shape or form be responsible for this redelivery and you will have to reschedule a delivery with the freight carrier.

****Please make sure someone is at the delivery destination to receive the order.****

REMOTE ACCESS If your delivery location is not accessible by delivery truck the carrier will have to transport your delivery items to the nearest point. You will be soley responsible for pick-up and transportation to desired remote area.

Occasionally,the freight carriers will add additionalfees for remote access deliveries. They must notify you prior to delivery if this should apply. If you have questions or concerns email us at

TRACKING YOUR ORDER Shipping times Usually average between 7-10 working days(not including Saturday, Sunday or Holidays), but can take as long as 4 to 6 weeks. If delivery notification is not made within approximately (10) ten working days from shipping notification, you will want to double check the transit location of your order throught FedEX or UPS web sites. Please email us at or call us at direct at (928)367-2327 your invoice number and we will respond promptly with the most current information available to us.

UPON ARRIVAL When your items arive please be prepared to inspect your order. Check your bill of landing to verify that all of your items have been delivered.The bill of landing will indicate what items left the factory and should be in your shipment. You will want to open all items imediately and inspect them for transit damages. Please do not sign the bill of lading until you 100% Satisfied that the merchandise has been delivered in good condition.If there are slight dings,or scratches that you can repair or live with The Burly Bear can give you a credit towards future purchases(usually up to 10% of items value.) Once you have signed the bill of lading you become the legal owner of the product and can not file a damage claim. This is standard for all Trucking Companies. If you should discover damage, it is your responsibility to notify us immediately, at (928)367-2327 or via email at . If their is damage you must make noteon the bill of lading before signing it with the driver. If it is beyond repair by either you or a repair service REFUSE THE SHIPMENT!!. The Burly Bear or its Vendors will be happy to handle the claim on your behalf and ship out a new product to you as soon as possible.

DAMAGED ITEMS Damages do occur but are rare. Don't worry your items are insured against shipping and freight damages. Should shipping or freight damages be determined, we can either arrange to have the merchandise repaired for you ( give credit up to 10% if done by you)or replaced (if refused at time of delivery) at no cost to you. Any concealed damage is to be reported within 2 days of delivery( NO EXCEPTIONS).We will render these services as soon as possible. ***Thank you for shopping The Burly Bear*** If you have further question, concerns, or suggestions on how we may better serve you please email us at

Thanks once again and have a Great Day!! ----------------------------------------------------------

Returns Every product in our Pinetop, AZ store or Website comes with The Burly Bears's 100% Satisfaction Guarantee. If you are not completely satisfied with your order when it arrives, you can return it to us hassle free at the address listed below. Exception: No return, refund or exhange on furniture items. The Burly Bear will provide a prompt refund excluding the shipping fee,coupon discount prices, and or replacement of any item or substitution.**(customers will be responsible for shipping costs, return shipping and in some cases a restocking fee.)

Items may be returned for any reason within 30 days of purchase. Damaged items must be reported within 7 days of recieving delivery . Packages received by The Burly Bear after the 30 day time period are subject to a $20.00 returned-item processing fee.Will not be accepted!!!!

Items sent back for refund MUST be returned in the original box and packaging. Items must also be in the same condition as sold in.

Clearance items are non-returnable, non-refundable and are available in limited quantities.

CUSTOM AND PERSONALIZED ORDERS We can not accept returns or refund any funds for custom or personalized items. Made to order merchandise may be not canceled or returned. We will replace the merchandise if it is damaged at no cost to you.Damages must be noted and confirmed with delivery driver.

Please indicate the reason for return on the back of the invoice provided with your order. Also indicate clearly whether it is being returned for refund or exchange. If you are returning the item for alternative merchandise, please supply the complete product item code number(s) of the item(s) you wish to obtain as indicated in our on-line store or catalog, and include any additional remittance as necessary. Enclose a copy of the invoice in the package with the returned item.

If the package was damaged in shipment or was shipped direct from the manufacturer, please call Customer Service at 1-928-367-2327 or contact us by e-mail at before returning. Most product sold by The Burly Bear online is covered by a manufacturer's warranty that requires items to be sent directly to the manufacturer for replacement or repair. These manufacturers have different return policies and addresses that the items need to be returned to.

If The Burly Bear makes a mistake on your order creating the necessity for return, your return standard shipping charges will be reimbursed.

The Burly Bear will refund or credit the value of the item purchased and any taxes you were charged. Shipping charges are generally non-refundable unless the item was defective or damaged. However, if The Burly Bear made a mistake on your order creating the necessity for return, return standard shipping charges will be reimbursed ... Refunds will be credited to the same credit card as the original purchase.

Please insure the package for the full value of the purchased item for your protection, as The BurlyBear cannot be held responsible for products within uninsured shipments. COD's will not be accepted.

Please send Returns and Exchanges via FedEx ground, UPS ground to:

The Burly Bear - Customer Returns 1545 South Adair Pinetop, AZ 85935 You must call or E-Mail before returning any item so you can receive a Return Authorizationtion Number. The returns department requires at least 2-3 weeks turn around time for the issuance of credit or for the shipping of an exchange.

All items purchased are warranted against defects in workmanship and/or materials. These types of defects will generally appear within the first year to a year and a half of use. Obvious abuse is not covered, but if any product sold by The Burly Bear fails in normal use, it can be returned for evaluation at any time.

***You must call or E-Mail before returning any item so you can receive a Return Authorizationtion Number.***

In most cases, manufacturer warranties, received with the product, will override our own. Unless otherwise specified by the manufacturer, the item must be returned to The Burly Bear for inspection.

Additional exceptions may apply depending on the item.

If you need to return a gift, or have misplaced your packing list or invoice, and would like to obtain a replacement form - or if you have any other questions at all - please contact us at 928-367-2327 or via E-Mail at


SPECIAL REQUESTS AND CUSTOM ORDERS The Burly Bear prides it's self on hard to find items,and custom designed pieces. Most of these items will be in our Pinetop, AZ store location due to thier limited quantities and need to be built custom. While it is almost impossible to have everything that everyone wants or is searching for, nor can any store or website possibly show or carry all the products from our hundreds of Artists, Craftsmen, or Manufacturers. We do however have a huge amount of resources to find "JUST ABOUT ANYTHING" you have seen(in other websites,movies,books,magazines, or on television) or have Artists and Craftsmen who can create "JUST ABOUT ANYTHING" Please contact us with requests for items seen else where or send us your ideas for a quote on your special custom pieces at . The Burly Bear has been dealing with Lodge,Mountain,Cabin, and Rustic Deor and Furnishings Since 1990. We are sure we can either find, make, or have made "JUST ABOUT ANYTHING" related to the Mountain, Lodge, or Cabin Lifestyle!!

Thank You Again For Choosing The Burly Bear!! We Look forward to serving you again.