Refund policy

BSHEPPGEAR SHIPPING, RETURNS & CUSTOMER SERVICE POLICIES

EMAIL: BSHEPPGEAR@GMAIL.COM

PHONE NUMBER: 217-855-0743 (MONDAY - FRIDAY 9 TO 3 ONLY!).

PLEASE READ BEFORE ORDERING

  • We are a small, family-run business operating alongside a full-time racing schedule. These policies exist to keep operations running smoothly and to set clear expectations for all customers.

PROCESSING TIMES ⏰ | IN STOCK ORDERS 👇🏼

  • Please allow 10–14 BUSINESS DAYS for processing.
  • Business days are Monday–Friday only (weekends do not count).
  • Operating hours: 9:00 AM – 3:00 PM CST.

EXTENDED DELAYS DURING MAJOR EVENTS

  • Processing times may be extended during major events including, but not limited to:
  • Speedweeks, Summer Nationals, West Swing, Peak Racing Season, Black Friday, Christmas, The Dome, or anytime we are away from home for two weeks or more at a time.

Please understand:

  • We do not have the ability to operate like Amazon Prime.
  • This is a one-person operation, and all orders are handled manually while also supporting a traveling race team. We kindly ask for patience and respect during these high-volume periods.

Need Your Order By a Specific Date?

  • If you need your package by a certain date, you must email immediately after placing your order. While we cannot guarantee delivery by that date, we will do our absolute best to accommodate when possible.

PRE-ORDERS

  • Pre-orders may take up to 4 weeks (and occasionally longer) to process. This includes:
    • Waiting for preorder window to close
    • Vendor production & fulfillment
    • Custom item manufacturing
    • Shipping delays, including overseas production
  • Some delays are outside of our control.

SHIPPING ADDRESS RESPONSIBILITY

Customers are responsible for entering the correct shipping address at checkout.

  • If an incorrect address is provided, the customer accepts full responsibility.
  • Even if you email to correct it, emails may be missed due to volume.
  • We are not responsible for orders shipped to an incorrect address provided by the customer.

LOST / STOLEN PACKAGES

  • Once a package is marked DELIVERED by the carrier, BSHEPPGEAR is not responsible for:
    • Lost packages
    • Stolen items
    • Misdelivered shipments
  • We advise shipping to secure locations.

CHARGEBACK POLICY

  • If a chargeback is filed without first contacting us to resolve the issue:
    • We reserve the right to refuse service
    • All current and future orders will be cancelled
    • Customer may be permanently banned from future purchases
  • Chargebacks directly harm small businesses through added fees and penalties.

EMAIL COMMUNICATION

  • Please allow 24–48 business hours for a response.
  • Before reaching out, please confirm:
    • Order number and full name are included
    • Your order does not include a preorder (orders ship together)
    • You’ve checked spam/promotions folders for tracking

TRACKING INFO:

  • If you receive a shipping email showing a label created but no movement, this simply means your order is in the process of being fulfilled. Tracking will update once dropped off at the post office.
  • If no reply after 48 business hours, please resend your email.

RETURNS & EXCHANGES

Returns

    • NO refunds will be issued unless the item is damaged.
      • To request a return or exchange, contact:
      • 📧 bsheppgear@gmail.com
      • Include your order number and reason for request.
      • If approved, send to:
        • 204 E. 2nd St.
        • Berlin, IL 62670

Damaged Items

  • All items must be inspected upon delivery.
  • Damage must be reported within 2 days of receipt.
  • Non-Refundable Items
    • We do not accept returns on:
      • Sale items
      • Gift cards

Exchanges

  • Customers exchanging for another size are responsible for:
    • Return shipping
    • Re-shipping fees
    • The fastest option is to return the original item and place a new order.

Refunds (DAMAGED ITEMS ONLY)

  • Approved refunds will be issued to the original payment method.
    • Please allow 3–5 business days for processing by your bank.
    • No restocking fees apply

CUSTOMER CONDUCT POLICY

  • Threats, offensive language, or disrespectful communication will not be tolerated.
  • If communication is deemed inappropriate:
    • You will be blocked from the website
    • Banned from all social platforms
    • Prohibited from placing future orders

IMPORTANT NOTICE

MIKALA (BRANDON SHEPPARD’S WIFE) IS THE SOLE DISTRIBUTOR OF ALL OFFICIAL BRANDON SHEPPARD APPAREL.

  • When contacting us, you are communicating directly with Mikala. Please treat her with respect.
  • We appreciate your support and understanding as a racing family-owned business.