CUSTOMER SERVICE


CONTACT INFORMATION


Customer Service:

1 (800) 242-6996

Custom Product Inquiries:

Click HERE to be directed to our Custom Solutions Website

Wholesale Opportunities:

Click HERE to connect to our wholesale log-in

PR/Marketing:

For all PR, Marketing, and Media Inquiries, Please Contact:
Havas Formula PR
Katie Lippman
1 (212) 219-0321



SHIPPING & TRACKING


    ~Your order will process and ship within 2 business days of your order being submitted. Please note that during periods of high volume, it may take longer to be shipped.
    ~Orders placed over the weekend are usually shipped Monday.
    ~You will receive an order update with a FedEx Tracking Number included.
    ~FedEx does not deliver on weekends.

What Are Your Shipping Options?

All individual orders are shipped using FedEx.
We offer:
FedEx Ground
FedEx 2-Day
FedEx Priority Overnight
FedEx International Economy
FedEx International Priority

All orders quality for FREE ground shipping*
*Some exclusions may apply.

Can You Ship to a P.O. Box?

No we cannot. Please provide a physical address when placing your order. We apologize for any inconvenience.

Do You Ship Internationally?

We ship internationally to Canada only. Unfortunately, we do not ship beyond the US/Canada at this time.

Why Do I Have to Choose 2 or More Shipping Options for the Products I am Ordering?

Our products may ship from multiple warehouse locations. Shipping prices will be added together if you are ordering from multiple warehouses.

Why Does My Order Show Up As 2 or More Separate Orders?

When ordering products from multiple warehouses, your order will be divided into however many warehouses you order from. About 90% of our products ship from California, and the rest ships from either North Carolina, Tennessee, Pennsylvania, or Georgia.

How Long Does Shipping Usually Take?

Please allow 3-5 Business Days for your items to arrive. For any orders shipping to Canada, please allow 5-7 Business Days.
Orders placed after 5pm EST M - F will be entered the next morning. Orders placed on Saturday or Sunday will be entered on Monday.
Please allow 1-2 Business Days for your order to ship out of one of our warehouses.

Do I Have to Sign For My Shipment When It Arrives?

We do not require signature for residential deliveries.

I Received an Item That is Damaged, What Should I Do?

Please Contact:

Ecommerce Customer Support

help@thenorthwest.com

1 (800) 242-6996




RETURNS


What is The Northwest Company's Return Policy?

Purchases made on The Northwest Company's ecommerce site (www.thenorthwest.com) may be returned by the customer for any reason within 30 days of shipment if un-washed, un-used and in new condition with all original components and tags still intact. The Northwest Company does not cover return shipping costs or services. Refunds will be issued in the same form as the original payment within 5-7 business days from receipt.

How do I start the return process?

Please begin the return or exchange process by calling: 1(800)-242-6996 ext. 355 or by e-mailing: help@thenorthwest.com

What should I do if I made a purchase from a Northwest Retailer?

All returns and/or exchanges must be processed through the retailers where the products were originally purchased. Further, purchases made at Walmart, must be returned to Walmart.



PRODUCT INFORMATION


Where can I buy Northwest products aside from their website?

You can find products at your local sports stores and online retailers, including, but not limited to:

Are Northwest products tested?

All Northwest products are rigorously tested to meet CPSIA and child safety standards.



COMPANY INFORMATION


Is Northwest socially compliant?

The Northwest Company is actively committed to a safe, healthy, secure, and environmentally sound supply chain. We participate in multiple nationally recognized ethical sourcing and social compliance programs, such as the Fair Labor Association, on behalf of our customers and licensors. Prior to doing business, all of our factories must sign a Code of Standards
You can also visit our Corporate Social Responsibility page here: CSR