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FAQ

Q: WHAT IS YOUR RETURN & CANCELLATION POLICY?
A: ALL SALES ARE FINAL. IF YOU WOULD LIKE TO CANCEL YOUR ORDER, PLEASE EMAIL SHOP@NORTHERNEMERALDS.COM WITHIN 24 HOURS AND WE WILL REVERSE THE CHARGE. PLEASE NOTE ALL CANCELLATIONS ARE SUBJECT TO A $10 FEE. IF YOU RECEIVE YOUR ORDER AND IT IS DAMAGED, PLEASE CONTACT US WITHIN 48 HOURS AND WE WILL WORK TO RECTIFY THE PROBLEM. 
PHOTOS OF THE DAMAGE SHOULD BE IMMEDIATELY BE EMAILED TO SHOP@NORTHERNEMERALDS.COM. BE SURE TO INCLUDE YOUR ORDER NUMBER IN THE SUBJECT LINE. ONCE THE DAMAGE IS CONFIRMED, YOUR NEW ITEM WILL ARRIVE WITHIN 7-10 BUSINESS DAYS WITH A RETURN LABEL FOR THE DAMAGED ITEM. IF THE DAMAGED ITEM IS NOT RETURNED, YOU WILL BE CHARGED THE FULL AMOUNT OF THE ITEM PLUS SHIPPING.
 
Q: HOW CAN I CONTACT CUSTOMER SERVICE?
 
Q: WHEN CAN I EXPECT MY ORDER?
A: ALL OF OUR ITEMS ARE SHIPPED WITHIN 7 DAYS OF PLACING YOUR ORDER. 
WE ARE OPEN MONDAY - FRIDAY 10AM-5PM PST.
 
Q: HOW CAN I CHECK THE STATUS OF MY ORDER?
A: PLEASE EMAIL SHOP@NORTHERNEMERALDS.COM WITH YOUR ORDER NUMBER.
 
Q: WHAT ARE YOUR SHIPPING COSTS?
A: WE OFFER TWO SHIPPING OPTIONS VIA USPS AND UPS. THE USPS OPTION IS A FLAT RATE COST THAT COMES WITH A TRACKING NUMBER ONLY FOR ORDERS WITHIN THE UNITED STATES AND REQUIRES A SIGNATURE. ONCE YOUR ITEM SHIPS, YOU WILL RECEIVE A TRACKING NUMBER VIA EMAIL. USPS DOES NOT OFFER INSURANCE FOR LOST PACKAGES. FINAL SHIPPING COSTS WILL BE DISPLAYED ON YOUR INVOICE BEFORE CONFIRMING YOUR ORDER.
IF YOU DO NOT REPORT SHIPPING DAMAGE OR ISSUES WITHIN THE 48 HOUR PERIOD, WE WILL NOT REPLACE THE ORDER. NO EXCEPTIONS.
PLEASE NOTE NORTHERN EMERALDS IS NOT LIABLE FOR LOST OR DAMAGED ITEMS DURING SHIPPING.
 
Q: HOW DO I CARE FOR MY NORTHERN EMERALDS GEAR?
A: WHEN WASHING YOUR ITEM, TURN IT INSIDE OUT AND DRY ON LOW/TUMBLE.