Customer Service Policy – Thenorthfane

At Thenorthfane, we’re as committed to supporting your adventures as we are to crafting reliable outdoor performance clothing & gear. Whether you need help choosing the right waterproof jacket for a ski trip, tracking an order for an upcoming camping trip, or resolving an issue with your trail running gear, our customer service team is here to ensure your experience is as smooth as your journey. This policy outlines our commitments to you—from pre-purchase questions to post-delivery support.

1. Contacting Our Customer Service Team

We know outdoor plans often move fast, so we strive to respond quickly and with the expertise you need. Reach our team via:

Email: Send inquiries, feedback, or urgent requests to [email protected]
Response Time: We aim to reply to all emails within 24-48 business hours (excluding weekends and major holidays like Thanksgiving, Christmas, and New Year’s Day). For time-sensitive needs (e.g., “Need gear for a hiking trip in 5 days”), include “URGENT: Adventure Prep” in your subject line—we’ll prioritize your request.

2. Pre-Purchase Support (Gear Guidance)

Choosing the right outdoor gear can make or break an adventure. Our team—made up of fellow hikers, skiers, campers, and trail runners—offers personalized guidance to help you pick products that fit your needs:

Product Recommendations: Ask for help matching gear to your activity (e.g., “Which backpack is best for a 3-day hiking trip?”) or conditions (e.g., “Do you have a ski jacket for below-zero temperatures?”). We’ll share details on fabric tech, durability, and fit to ensure you get the right tool for the job.
Size & Fit Help: For clothing (e.g., trail running pants, waterproof shells) or gear (e.g., sleeping bags, backpacks), provide your measurements or usage preferences (e.g., “I prefer a roomy jacket for layering”), and we’ll share size charts and fit tips to avoid returns.
Activity-Specific Tips: Need advice on packing for a backcountry camping trip or caring for your gear after a muddy hike? Our team is happy to share pro tips to help you get the most out of your Thenorthfane products.

3. Order Management & Tracking

3.1 Order Confirmation

Immediately after placing an order, you’ll receive an automated email confirmation with your unique order number, item details (e.g., “MountainTrek Waterproof Jacket – Size L”), shipping address, and total cost. If you don’t see this email within 1 hour, check your spam/junk folder—if it’s still missing, contact us to verify your order was received.

3.2 Order Tracking

Once your order ships (typically 1-3 business days after placement), we’ll send a second email with a tracking number and a link to our shipping partner’s website (e.g., UPS, USPS). Use this to:

Monitor real-time delivery status (e.g., “In transit to your hiking trip destination”).
View the estimated delivery date—critical for time-sensitive adventures.

If tracking information doesn’t update within 3 business days of shipment, email us with your order number—we’ll work with the carrier to trace your package.

3.3 Order Modifications/Cancellations

Adventure plans change, and we’ll help you adjust your order when possible:

Modifications: To update items (e.g., swap a camping tent for a smaller model) or shipping details (e.g., change the address to your trailhead lodge), contact us within 12 hours of placing your order. After this window, we can’t guarantee changes—we process orders quickly to get your gear to you in time for your trip.
Cancellations: Cancel an order (for a full refund) by emailing us within 12 hours of placement. If your order has already shipped, follow our return policy (Section 4) once you receive it.

4. Returns & Exchanges

We want you to be fully satisfied with your outdoor gear—if it’s not right for your adventure, we offer a hassle-free return/exchange process:

4.1 Eligibility

Returns/exchanges must be initiated within 30 days of delivery (confirmed by tracking).
Gear must be in its original condition: unused (no dirt, wear, or damage from trails), with all tags, packaging, and included accessories (e.g., backpack rain covers, tent stakes) intact.
Exceptions: Final sale items (marked “Final Sale” on the product page) and personalized gear (e.g., custom-embroidered backpacks) are non-returnable/non-exchangeable, unless damaged or defective.

4.2 Return/Exchange Process

Email [email protected] with your order number, the gear you want to return/exchange, and the reason (e.g., “Backpack is too small for my camping gear,” “Ski jacket doesn’t fit”).
Our team will send a pre-paid return shipping label (for U.S. orders) and instructions—we’ll even include tips on packing gear (e.g., “Fold tents flat to avoid damage”) to ensure it arrives safely.
Ship the gear back using the label, and keep a copy of the shipping receipt.
Once we inspect the gear (3-5 business days after delivery to our warehouse), we’ll process:

Refunds: Issued to your original payment method within 5-7 business days.
Exchanges: We’ll ship your new gear (e.g., a larger backpack) for free—prioritizing delivery if you have an upcoming adventure.

5. Damaged, Defective, or Incorrect Gear

Outdoor gear needs to perform when it counts—if yours arrives damaged, defective, or not what you ordered, we’ll make it right fast:

Contact us within 7 days of delivery with your order number, clear photos of the issue (e.g., “Tent pole is broken,” “Received a hiking boot instead of a ski boot”), and a description of how it affects your use.
Our team will review your claim within 24 hours and offer a solution:

Free Replacement: We’ll ship a new item (in stock) via expedited shipping if you have an upcoming trip.
Full Refund: Including original shipping costs—no need to return severely damaged gear (we may ask you to discard it for safety).
Repair Guidance: For minor issues (e.g., a loose seam on a jacket), we’ll share step-by-step repair tips or cover the cost of professional repairs.

6. Post-Purchase Support (Gear Care & Warranty)

We want your Thenorthfane gear to last for years of adventures. Our team offers ongoing support:

Gear Care Tips: Ask for advice on cleaning waterproof jackets, storing sleeping bags, or maintaining backpack zippers—we’ll share best practices to extend the life of your gear.
Warranty Claims: Most of our gear comes with a 1-2 year warranty against manufacturing defects (e.g., faulty stitching on a tent). To file a claim, email us with your order number, photos of the defect, and proof of purchase—we’ll honor the warranty by repairing or replacing the gear.

7. Privacy & Data Protection

Your personal information (e.g., name, email, shipping address, payment details) is safe with us. We never share your data with third parties for marketing purposes, and we only use it to process orders, provide support, and send updates you’ve opted into. See our (link to privacy policy, if applicable) for full details.

8. Feedback & Adventure Stories

We love hearing how our gear supports your journeys! Share your adventure stories (e.g., “Hiked the Appalachian Trail with your backpack”) or feedback (e.g., “Wish the camping stove had a longer fuel line”) via email—we use your input to improve our gear and support.

At Thenorthfane, your adventure is our priority. Whether you’re prepping for a weekend hike or a month-long ski trip, we’re here to help every step of the way. Contact us anytime at [email protected]—we can’t wait to help you get outside.