Refund policy

Returns, Replacements & Refunds

Northline sells both ready-stock or partner-stocked items and products made specifically after an order is placed. Because these fulfillment methods have different return requirements, please contact Northline before sending any item back.

Damaged, defective, misprinted, or incorrect items

Please contact Northline within 30 days of delivery. Include your order number, a description of the issue, and clear photos showing the full product, the affected area, and the shipping label or packaging when relevant.

After the issue is reviewed, an eligible claim may be resolved with a replacement, a refund, or another appropriate remedy. You do not need to return an item unless Northline provides written return instructions.

Missing items

If part of your order is missing, first check your shipping confirmations because items may arrive in separate packages. If all listed packages have arrived and an item is still missing, contact us promptly with your order number and photos of the package and packing contents.

Wrong size or color received

If the size or color delivered is different from what you ordered, contact us within 30 days and include a photo of the item and its size or product label. This is treated as an incorrect-item claim.

Customer-selected size, color, and change of mind

We do not accept returns or exchanges because a customer selected the wrong size or color, no longer wants the item, or prefers a different product. Made-to-order products are produced specifically for each purchase, and our ready-stock fulfillment partner does not cover buyer-remorse claims. Please review product details and size guides before ordering.

Authorized returns

Do not mail a product to Northline, a manufacturer, or a warehouse without written authorization. When a return is approved, we will provide the correct return address and instructions. Returns sent without authorization, to the address on a shipping label, or to an incorrect facility may be refused and may not qualify for a refund. Any authorized return must generally be sent within 30 days of delivery.

Unless the return is required because of a verified defect, damage, or Northline fulfillment error, the customer is responsible for return-shipping costs where a discretionary return is permitted.

Lost or significantly delayed packages

If a package has not arrived by the estimated delivery date, please contact us promptly. Suspected lost shipments must be reported no later than 30 days after the estimated delivery date. We may ask you to confirm the delivery address, contact the local carrier or post office, or provide a written non-delivery statement while we investigate.

Incorrect address or unclaimed delivery

Customers are responsible for providing a complete and accurate delivery address and collecting packages within the carrier’s holding period. Orders returned or lost because of an incorrect address, refused delivery, failure to claim the package, or failure to complete customs procedures may not qualify for a refund. Additional charges may apply if reshipment is available.

Changes and cancellations

Contact us immediately if you need to change or cancel an order. Ready-stock orders can only be changed or canceled before warehouse processing begins. Made-to-order products cannot be changed or canceled after production starts. We cannot guarantee that a request will be completed before fulfillment begins.

Refunds

Approved refunds are issued to the original payment method. Your bank or payment provider may require additional time to post the credit. Original shipping charges, expedited-shipping charges, customs duties, and return-shipping costs are non-refundable unless required by law or the refund results from a verified Northline fulfillment error.