Thenorthfane Customer Service Policy

1. Order Support: From Purchase to Delivery

• Order Confirmation: You’ll receive an email confirmation with your order details (order number, items, shipping address) within 2 hours of placing an order. If you don’t see it, check your spam folder or contact us at [email protected]—our team will resend it promptly.

• Order Tracking: Once your order ships (usually 1-3 business days for in-stock items), we’ll send a tracking link to your email. You can also track orders by logging into your Thenorthfane account and navigating to “My Orders.”

• Order Modifications/Cancellations: Need to change an item size or cancel an order? Contact us within 24 hours of purchase—we’ll do our best to adjust it before shipment. If the order has already shipped, we’ll guide you through our return process instead.

• Return Window: You have 30 days from the date of delivery to initiate a return or exchange. Items used in hiking trips (e.g., with dirt, wear, or damage) cannot be returned, unless the issue is a manufacturing defect.

• How to Start a Return/Exchange:

1. Email [email protected] with your order number, item name, and reason for return/exchange (e.g., “size too small,” “wrong color”).

2. Our team will reply within 1 business day with a pre-paid return label (for orders within the US) and step-by-step instructions.

3. Ship the item back—once we receive and inspect it (usually 2-3 business days), we’ll process your refund (to your original payment method) or send your exchanged item (with no extra shipping cost).

• Refund Timeline: Refunds typically take 3-5 business days to appear in your account, depending on your bank’s processing time.

• Manufacturing Defects: If your gear has a defect (e.g., a broken zipper, leaking waterproof fabric) within 1 year of purchase, contact us with photos of the issue—we’ll replace the item for free or offer a full refund, no return required.

• Sizing Help: Email us your height, weight, and typical clothing size, and we’ll recommend the best fit for specific items (e.g., “our trail pants run slightly slim—we suggest sizing up if you wear base layers”).

• Product Recommendations: Tell us about your hiking plans (e.g., “day hikes in the Rockies in spring,” “backpacking in the Pacific Northwest”)—we’ll suggest gear that matches the terrain, weather, and duration of your trip.

• Fabric & Care Questions: Wondering how to wash your waterproof jacket without ruining its membrane? Or how to repair a small tear in your hiking pants? We’ll share easy, trail-tested tips to keep your gear lasting longer.

• Email: [email protected] (our team responds within 1 business day, even on weekends during peak hiking seasons).

• Response Time: For urgent issues (e.g., missing orders, damaged items upon delivery), we prioritize replies within 4 hours.

• Feedback: Love your new hiking boots? Or have ideas for how we can improve? Email us—we read every feedback message and use it to make our gear and service better for the Thenorthfane community.

• Domestic Shipping (US): Free standard shipping on all orders.

• International Shipping: We ship to 20+ countries (e.g., Canada, UK, Australia). Shipping costs and delivery times vary by location—you’ll see the exact cost at checkout.

• Delays: If shipping is delayed due to weather (e.g., winter storms) or carrier issues, we’ll notify you via email and provide updates until your order arrives.