FAQs

How is Shipping Handled?

PLEASE READ!!

Shipping costs on our site show up as $0 as we cannot compute shipping until your order is received, packaged, weighed, and a shipping method is selected.  We use several shipping methods (FEDEX, UPS, USPS, and other freight companies) that we shop to try and get the best rate possible for you.  Once this has been done, the cost of the shipping will be added to your order and charged to your credit card or other means of payment. Please remember you will be charged for your shipping expenses.  For international orders, you will also be responsible for any duties that may be required by law. 

How are Credit Card Charges Handled?

PLEASE READ!!

When you submit your order, the amount charged for the products on your order will be "captured" by the credit card company.  They in effect place a hold for this amount on your account.  The hold lasts for 3 to 7 days and we have no control over this.  Once your order is packaged and shipped, the capture will be authorized for completion and the hold will change to a charge.  Please remember that the cost of shipping will be added to this charge.  We do comply with all credit card usage requirements and never store or file credit card numbers.  

What is your return policy?

Stores are responsible to check orders at the time of receipt and must notify BoBunny of any discrepancies within 15 days of invoice date.

No returns allowed without a Return Merchandise Authorization (RMA) from BoBunny. An RMA is valid for 30 days.  An RMA will not be issued for unsold inventory 45 days past the invoice date.

Returned merchandise will incur a 15% restocking charge.  This includes restocking of unpaid merchandise.

To qualify for returned items refund, product(s) must arrive at our warehouse within  15 days of the RMA date and be in the same condition we shipped it - unopened, unused, and undamaged. Please repack the products carefully for the return trip to avoid damage in transit. Products that have been opened, used, or damaged in transit will not be accepted for return and will be returned to the customer at the customer's expense. If you believe there will be a problem with the product reaching us within the 15-day period, contact our customer service department to make special arrangements. We're here to help and to work with you to find a solution.

If you need help with a RMA please contact us here or call 1-801-771-4010. As always, we will do our best to help you to be happy with your experience and your purchases from BoBunny. 

When can I expect to receive my order?

As soon as your order is placed we do everything possible to have your order processed, packaged, and shipped as quickly as possible. Most orders leave our warehouse in less than 2 to 3 business days.  Please take into consideration the following circumstances; the distance between our warehouse in Layton, Utah to your destination, extreme busy times (such as new releases and during trade shows), and other conditions not in our control. We know you are anxious to get your orders, so we strive to get your order to you as quickly as possible and we make sure it leaves our warehouse as quickly as possible.

Please note that if your shipping address is different from your billing address, there may be shipping delays if we determine that we need additional information from you to ensure that the order is not fraudulent.

Do you have a brick and mortar store?

BoBunny is a warehouse distribution facility. We do not have a traditional brick-and-mortar store. But, our wholesale customers are always welcome to stop by and meet our friendly staff. We will do our best to provide you with the best service possible.

Do you sell wholesale?

We do not sell wholesale to the general public. If you are a retail store interested in wholesale products, please contact BoBunny for a wholesale application.

Do you have a catalog?

We provide catalogs to our customers four times each year.  The largest catalogs are available with our Winter and Summer releases.  Interim catalogs are available with our Spring and fall releases. If you have any questions, please feel free to give us a call.

How do I contact you?

You can reach us by phone (801-771-4010), email (best contact method) or regular mail (BoBunny, PO Box 69, Layton, UT 84041). 

Is your site secure?

We use industry standard SSL encryption to ensure that privacy is ensured for each and every customer transaction. When you enter your payment information, it is transmitted to us in an encrypted (digitally scrambled) format which is 100% secure and hacker safe. For more information on how we protect your personal information, please see our privacy policy.

I need to make an adjustment to my order. What do I do?

Our customer service department is here to help.

NOTE: Our customer service staff is available M-F 9:00 AM - 5:00 PM MST. After hours, please contact us by e-mail.

We will make every effort to accommodate your requests. You can contact us here or call us at 1-801-771-4010. If your order has not already been shipped we will be happy to accommodate you. Additions or changes may lengthen the processing time. For this reason, we encourage customers who are interested in adding more than one or two items to place a separate order.

How do I know if bobunny.com/wholesale has received my order?

You should receive a confirmation e-mail within minutes of placing your order confirming that we received your order. If you do not receive it within 24 business hours, please contact us via email here for assistance.

What happens if an item I ordered is found to be out of stock?

If an item you ordered is out of stock for whatever reason, we will place that item on back order and notify you as soon as it is in stock.

We understand that some of you will not be able to utilize particular supplies unless the entire order is available. In these cases we ask you to indicate a special request in the "Comment Section" of your order form. We will be sure to contact you if a specially requested item is unavailable. 

What do I do if I'm having trouble ordering?

We do everything we can to ensure that shopping with us is as simple and pleasant as possible. However, we both know that our computers sometimes have a mind of their own! If this occurs, please do not hesitate to call. Our staff is happy to help you. You can contact us by e-mail here 24 hours a day or by telephone at 801-771-4010 9:00 AM - 5:00 PM MST M-F.