FAQs

At Big Baby Gorilla Bear, we are a small family-owned business, with a big passion for t-shirts, apparel, customer service, and quality. We put a lot of effort into ensuring the quality of our products, and to make certain we meet your expectations, but we understand that sometimes things don’t go as planned. 
Our Refund and Return Policy can be found here. The key points are as follows:

• Contact First: Do not return items without contacting customer service first.
• 30-Day Return Policy: Returns accepted for defects, incorrect products, or shipping damage within 30 days.
• Eligibility: Items must be new, unwashed, and unworn.
• Notification: Email with order details and photos of the issue. Please see return policy so that you do not miss important details!
• Customer Responsibility: Return shipping costs and non-refundable original shipping costs for non-defective returns.
• Exchange Process: Contact within 30 days for exchanges; items must be new.

Also, check out our Blog Post on “How to Do a Proper Return, Refund, or Exchange” (click)!

Any product guarantees would be mentioned in the product descriptions.  Our expectations is that your product should arrive damage free, printed with quality inks and a quality design/graphic, and free of any major defects! Most issues will be covered under our refund and return policy, linked here.

Our customer’s purchases come with a 30 day, money-back, customer satisfaction guarantee! This guarantee is subject to our return policy guidelines found here. 

Some minor defects such as limited variations in apparel/shirt size, colors not matching the computer screen perfectly, or hanging strings/threads that might have been missed in production, are normal.  We address some of these issues in the FAQ page.

We work very hard to be fair and stick to our policies so that we do not purposely or inadvertently treat any individual differently than any other individual.  However, at BigBabyGorillaBear.Com, we are reasonable people, and reasonable people understand sometimes there are exceptions to the rules. This is why in our return policy, management reserves the right to make one-time exceptions to this policy at their discretion. Please note that management is under no obligation to make any exceptions. 

At this time, we do not have store credit.  We are currently looking into how to offer this as an option to refunds or exchanges.

We work hard to keep items in stock…and then they go out of stock! In the rare event that you need to exchange an item…and it is out of stock, then we can offer a different product or a refund.  Please make certain to follow our refund & return policy linked here.

Packages sent to the wrong address will be returned to us if the addressee rejects the package. If it is our fault or the shipping company’s fault that the package was delivered to the wrong address, then we will immediately resubmit your order and work to get your package sent to the correct address. Additionally, we can process a refund for you if you prefer or offer an exchange pursuant to our return and refund policy.

Please note that there is a verification process that may take 3-5 business days to work with the shippers to verify delivery. It does not always take this long, and we hope it is never does! We promise to work diligently on our end to seek a fast verification and resolution.

Unfortunately, we cannot be responsible for packages that are delivered to an incorrect address if it is due to an error on the part of our customer (e.g., typo, omission, etc.). If the item is returned to our facilities because it was not deliverable, then we will work with you to resend the package to the correct shipping address providing you cover the additional shipping costs.

If the package is delivered and received by another individual at the incorrect address provided to us at the time of purchase, the recipient of the package may not choose not to relinquish the package back to the shipping company.  Furthermore, they may be under no obligation to do so by law and/or various regulations.

In these instances, we will work on your behalf to try and contact the shipper to retrieve the package. Sometimes, the package is not retrievable.  This is why it is very important to double-check and verify all of your shipping and billing info at time of purchase.

As a small business, we work hard at driving value into our products and keeping costs low, so that we can pass those savings onto our customers! At this time, we do not have a need for dedicated customer service hours.  We have 24 hour customer support via email. Most inquiries are answered within one business day, Monday through Friday, if not sooner.  Response time may vary during peak retail months, and on weekends.

If you don’t have an email, then you can reach out to us on social media…however, these response times might experience additional delays.

Currently, we do not offer phone or chat support. As a small business, we work hard at driving value into our products and keeping costs low, so that we can pass those savings onto our customers! At this time, we do not have a need for dedicated phone or chat support. 

We have 24 hour customer support via email. Most inquiries are answered within one business day, Monday through Friday, if not sooner.  Response time may vary during peak retail months, and on weekends.

If you don’t have an email, then you can reach out to us on social media…however, these response times might experience additional delays.

You should receive a tracking email sent to you once your order has shipped. Additionally, if you setup an account, you can log into your account to see the status of your order.  Additionally, you can email or****@bi****************.com for a status update.

***When you first receive your product, wash first before wearing***

T-shirt dyes and inks are chemicals.  Additionally, there may be other chemicals applied to your fabrics like flame retardants, or finishing chemicals applied to the graphics. You should always wash your t-shirts prior to wearing.

For best results, it is always recommended with our shirts (and many others) to turn your shirts inside out before washing. This helps protect the graphics, which will eventually fade and deteriorate over time. 

Most shirts can be machine washed on cold or warm (max temperature 40C or 105F). Note: some shirts might have slightly different care instructions – view the product description for more in-depth information on product care. WE REALLY RECOMMEND COLD, as your water heater settings will determine the temperature of your washer machines warm cycle! Cold water will also help to minimize material shrinkage. 

Only use NON-CHLORINE bleach if needed. Tumble dry on medium or low heat. DO NOT IRON or DRY CLEAN. We also recommend not spraying any substance directly on the graphics (e.g., sprays, wrinkle reducer, etc.). Doin so may not immediately degrade your shirt or cause any issues…but these care instructions are designed for you to be able to get maximum life out of your product! 

Of course, please reach out with any questions! 

Your new product may contain strong smells from dyes, flame retardants, and finishing sprays.  This is normal, and should dissipate with washing or over a short period of time. 

If you feel you made a mistake with your order, or if you need to make changes or cancel, it is important to contact us as soon as possible!  If we receive your email before we begin fulfilling your order, then we can change sizes, colors, or cancel your order as needed. If the order has begun being fulfilled and printed, there may be additional costs, where applicable by law. Please contact us at Or****@Bi****************.Com. 

We accept Visa, Discover, Mastercard, American Express, JCB, Union Pay, and Google Pay. 

There are a few reasons as to why your payment may not be going through. Please review the information below:

• Please review your billing info, and verify it matches what is on file for your payment method.
• You can try and clear browser cache, or try a different web browser.
• It is possible that the website timed out. If you suspect this is the case, please try again later.
• Lastly, it is possible that our security measures have prevented the payment processing.

If you continue to have issues, please reach out to us at Or****@Bi****************.Com.

Briefly, Sales and Use taxes are additional costs that most states in the United States charge on the sale or use of goods.  Each State has their own laws/regulations on how these taxes are implemented, collected, reported, etc.

Big Baby Gorilla Bear, LLC (doing business as BigBabyGorillaBear.Com) may be required to charge sales tax on your purchases. However, even if Big Baby Gorilla Bear, LLC is not required to charge you sales tax, you might still be obligated to pay your state’s Use Tax. 

Sales tax, tax regulations, and business regulations are one of the biggest challenges for small, family-owned businesses like BigBabyGorillaBear.Com. In fact, there are several states in which we have chosen to not do business because we are not equipped to handle the burdensome regulations of these states’ tax and business laws.

We recommend researching your State and Local tax ordinances or calling your state’s tax authority for more information. Below are a few articles that explain the differences in more detail.

Sales Tax Institute: https://www.salestaxinstitute.com/sales_tax_faqs/the_difference_between_sales_tax_and_use_tax

Avalara.Com: https://www.avalara.com/blog/en/north-america/2023/05/use-tax-sales-tax-everything-you-need-to-know.html

Taxjar.Com: https://www.taxjar.com/blog/use-tax-vs-sales-tax

If you have additional questions, please feel free to contact us at In**@Bi****************.Com.

Big Baby Gorilla Bear, LLC (doing business as BigBabyGorillaBear.Com) may be required by law to charge sales tax during the checkout process, depending on if we have what is known as Tax Nexus in your region. These taxes are called pass through expenses/costs because the retail business selling products must collect the tax, and then send 100% to the collected funds to the regional tax authority that mandated the collection. Please see “What is Sales and Use Tax?” in our FAQs section for additional information.

Measuring your favorite t-shirts is a good way to find your size and fit.  The most common measurements are length, width, and sleeve length.  Sometimes, we require measurements to be photographed if there are product quality issues.  We found this video from Apparel Study Knowledge (click) to be super helpful for all kinds of measurements on shirts – so kudos to them!

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Additional product information is located on the Single Product page (when you click on a product to view it in more detail…). The Single Product page (a.k.a. the Product Display Page), you can view multiple images of the product.  Beneath the images and short description and Add To Cart buttons, is a section that has a full Description, Additional Information, Reviews, and a Size Chart.  See image below:

The Size Guide is located on the Single Product page (when you click on a product to view it in more detail…). The Single Product page (a.k.a. the Product Display Page), you can view multiple images of the product.  Beneath the images and short description and Add To Cart buttons, is a section that has a full Description, Additional Information, Reviews, and a Size Chart.  See image below:

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Many factors are involved in the colors of an item when viewing them on a website.  Everything from device screen configurations to individual differences in human physiology can change the way an item looks or how an item is perceived to look.  Within the products themselves, there can be slight are differences in the dyes and inks among different batches or from different printers.  Also of note, some colors come out looking different on various colored tees. 

Technology is used to help make the designs look close to what they will when printed on the t-shirt. Occasionally mistakes are made. If you feel you have an issue with your purchase, please reach out to our team here so we can gather some more information!

Thank you for your interest in BigBabyGorillaBear.Com. We appreciate your support and enthusiasm for our products! We value our customers and future customers! 

Unfortunately, at this time, we are unable to process orders for delivery to certain states. This decision is based on a combination of factors (which potentially include ) complex tax regulations, political considerations, and business environments that make it challenging for us to operate profitably and efficiently in certain regions.

Small businesses with low profit margins really struggle to survive in such environments. Consumers can contact their local and state governments to express this sentiment, and encourage policies and regulations that are more fair for small businesses. Nonetheless, we can only operate in certain states at the moment.

We understand this may be disappointing, and we sincerely apologize for any inconvenience this may cause! Our goal is to provide the best possible service to all our customers, and we hope to expand our shipping capabilities in the future.

If you have any questions, need further assistance, or  would like to see us in your state,  please do not hesitate to contact our customer support team at in**@bi****************.com. We are here to help!

Thank you for your understanding and continued support! 

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