Cancellations & Refunds

At Bison Supply, we pride ourselves on having customer-friendly return policies. Cancel your order any time before it ships, free of charge (exceptions apply, such as custom or made-to-order products; see below).

Questions? Email support@bisonsupplypro.com or call Customer Service at +1 (888) 971-6047.

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse.

• Call our agents during business hours at +1 (888) 971-6047.
• Use the chat widget (when available) at the bottom right of our site.
• Email support@bisonsupplypro.com any time.

Cancellations of Custom / Made-to-Order Products

Custom or made-to-order products cannot be canceled or refunded once placed, as these units are put into production specifically for your order and/or configured to your specifications.

Production typically begins immediately upon order. Your manufacturer warranty guarantees a fully functional, operational product. If it is not clear whether your product is custom or made to order, please contact us before purchasing.

All sales are final for custom and made-to-order products.

Refunds & Returns

• If you need to exchange your product, you may do so; customers are responsible for shipping costs during return and exchange processes.
• Not all orders are eligible for return after shipping. We source products directly from manufacturers; if a manufacturer will not authorize a return, we are unable to accept it. This can vary by brand and item—contact us for specifics on your product.
• Due to significantly increased LTL/freight costs, any outright return (no exchange) may incur a 25% cancellation/restocking fee plus return shipping charges.
• If you are replacing the item, we may be able to offset some costs depending on the product and brand.
• 30-day window: Customers have 30 days from delivery to initiate a return. Brand-specific return policies shown on product pages override this general 30-day policy.

Shipping Times

We do our best to deliver your order as quickly as possible. Estimated shipping times displayed on product pages are based on information from our suppliers and carriers and may change without notice (e.g., supply chain constraints, raw material delays, carrier capacity, staffing shortages).

Delays are sometimes unavoidable and outside of Bison Supply’s control. We appreciate your patience and your business.

Please Read (Exchange Agreement)

By purchasing from Bison Supply, you acknowledge the following:

• I will inspect the package upon delivery and note any visible damage on the delivery receipt. I will take photos and notify Bison Supply within 24 hours of delivery if there is damage.
• I understand I am responsible for the cost of return shipping and the cost of shipping a replacement in case of a refund or exchange, unless stated otherwise on the product page.
• I understand products typically must be returned unopened and unused. An additional restocking fee may apply.
• I understand that if my order has left the warehouse, I may not be eligible for a full refund.
• If I return an order after it has shipped, I will be responsible for return shipping fees and restocking fees (commonly around 20%, varies by product/brand).
• I understand that shipping date estimates are estimates and may change due to factors outside the control of Bison Supply and our manufacturing/logistics partners.
• I agree not to cancel or file a chargeback due to an order delay or a changed estimate when the delay is caused by factors outside Bison Supply’s control.

Damages

Please inspect the packaging of your item(s) upon arrival. Note any damage on the delivery receipt before signing. For freight shipments, photos and videos of any damage (exterior and interior) must be emailed within 24 hours of delivery to validate a freight damage claim.

• Send photos of the damage, the box, and the SKU label, plus a brief description, to support@bisonsupplypro.com.
• Any punctures or visible exterior damage must be reported within 24 hours of arrival.

We will assist in processing an insurance claim on your behalf.

Warranty

Warranty terms vary by manufacturer. Please see the individual product page for details. Warranty coverage addresses defects/failures over time and from normal use. Damage upon arrival that is not reported within 30 days is generally not considered a warranty claim.

BOGO Promotions

For any “Buy One Get One” promotion, both items must be returned for a full refund. If only one item is returned, you may receive a replacement of that item or store credit equal to the item’s standalone value.

If your order has shipped, you (the buyer) are responsible for the actual return shipping charges and, depending on the manufacturer, a restocking fee. Refunds are issued only to the original payment method used at purchase.

Chargebacks

Our team is here to help resolve any issue promptly and fairly. If you have not received a product, or there is an issue with a product you received, please contact us so we can assist you with an appropriate resolution. We appreciate the opportunity to resolve issues directly.

Contact Information