One inbox handles everything – orders, returns, invoices, product questions. We answer every message within one business day. Below: how to reach us, what to include so we can help on the first reply, and which address is which.
How to reach us
You can also message us on Facebook, though email is checked more often.
Our hours follow Mountain Time in Denver, Colorado, which moves with daylight saving (MST in winter, MDT in summer). 9:00 – 18:00 Mountain Time is 11:00 – 20:00 Eastern and 8:00 – 17:00 Pacific, all year.
What to include, so we can answer in one reply
Most back-and-forth happens because one of these is missing. Sending them up front usually turns a three-email thread into one.
| If you are writing about | Please include |
|---|---|
| An existing order | Your order number (it is in the confirmation email, in the form #1001) |
| A specific product | The product name, or the stock code from the Specifications tab |
| Damage or a fault | Photographs of the item and the outer box, taken before unpacking further |
| A return | Order number, which item, and the reason – see the Return & Refund Policy |
| A missing parcel | Order number and the tracking number from your shipping email |
Our addresses – and which is which
We have two, and they do different jobs. Sending something to the wrong one is the single most common avoidable problem, so here it is plainly.
1500 N Grant St, Ste N
Denver, CO 80203, United States Written post and legal correspondence. Not a shop, not a collection point, and not where returns go.
They go to the returns address printed on the RMA email we send you once a return is approved. A parcel posted to the office without an RMA number cannot be matched to an order and cannot be refunded. Start a return on the Return & Refund Policy page.
Response times, honestly
One business day is our standard and we hit it on almost every message.
The two times it slips are the week after a public holiday and the first week of a seasonal sale. If you have not heard back within two business days, reply to your own email rather than starting a new one – that brings the existing thread back to the top of the queue instead of creating a second ticket behind it.
Our replies come from support@bgalz.com. If a reply seems to have vanished, it is usually there.
Probably answered already
These four pages cover most of what the inbox gets. Worth a look before writing – you may get the answer faster than we can send it.
| Question | Page |
|---|---|
| How much is shipping and when will it arrive? | Shipping & Delivery |
| How do I return something, and who pays? | Return & Refund Policy |
| What can I pay with, and when am I charged? | Payment Methods |
| What size should I order? | Size Guide |