Shipping policy

Order Processing Times

Non-personalized/non-custom orders: For orders that do not require customization or personalization, our processing time is 5-7 business days. During seasonal times like Black Friday and Christmas, order processing can take up to 12-14 business days. 

Personalized orders: For items that are available with personalization, such as ornaments, currently available signs with a name, or other items listed on our website that allow for personalization, please allow 12-14 business days for your order to be processed. 

Custom orders: for fully custom orders that are not available on our website, please allow up to 14-20 business days for your order to be processed. These items involve a full process creation, which is reflected in the processing time. 

*Please note that order processing times may vary, and any questions involving an order processing time may be directed to NorthCountry.aware@gmail.com.

Estimated Shipping Times

Estimated shipping times are separate from the order processing time. This estimate is the time is should take once your order is processed and placed with a carrier. We ship from our location in California, United States. We currently ship to the United States with plans to expand in 2024!

United States estimated shipping time: 3-10 business days. 

Please note that while NorthCountry Products will try to meet estimated shipping estimates, they are not guaranteed. Actual delivery time will rely on the shipping method you choose at checkout. Shipping times may vary during times of high shipping volume, such as holidays, and this is not in the control of NorthCountry Products.

 Shipping Costs

Shipping rates are calculated at checkout based on the total size and weight of the products in your order. We will make every effort to offer reasonable shipping rates. Those rates are not controlled by NorthCountry Products but rather the carriers we choose.  

 Local Pickup

We currently offer free pickup at our location in Pilot Hill, CA. At checkout, select the pickup option and make your purchase. After you receive your order confirmation, you will receive a second email stating the order processing time and the estimated date available for pickup.

Please note that processing times still apply for local pickup. 

We will send another email when your item is available for pickup, and the exact location. Once you receive this email, please try to pick your order up within 3 business days. 

Returns, Exchanges, Cancellations

Refer to our Refund Policy for information regarding returns, exchanges, cancellations, or missing/damaged items. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at northcountry.aware@gmail.com. Returns are subject to a 10% restocking fee (percentage based on price of item being returned).

The customer provides return shipping. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We may ask for photo evidence of the damage. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), digital files (such as .svg) and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards. We do not accept returns on final sale items. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Exchanges cannot be made for custom products (such as special orders or personalized items).

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be refunded the amount as a store credit.
If more than 15 business days have passed since we’ve approved your return, please contact us at northcountry.aware@gmail.com.