CUSTOMER SERVICE

 

CONTACT INFORMATION

Customer Service:

help@thenorthwest.com
1 (800) 242-6996

Wholesale Opportunities:

b2b@thenorthwest.com

PR/Marketing:

For all PR, Marketing, and Media Inquiries, Please Contact:
The Northwest Marketing Team
northwestsocial@thenorthwest.com
 

PAYMENT

What Credit Cards Do You Accept As Payment Methods?

We accept all major credit cards, including VISA, MasterCard, American Express, and Discover.

Do You Accept Gift Cards?

We do NOT accept any gift cards (including VISA and American Express Gift Cards) at this time.
 

SHIPPING & TRACKING

~NORTHWEST and COVID-19: Some shipments may be delayed. We are taking extra precautions to make sure all shipments are sanitary and safe. We appreciate your patience during this time. *Personalized items will take about 2-3 weeks to ship*
~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.
~You will receive an order update with a FedEx Tracking Number included.

I Just Placed My Order. Can I Cancel It?

~Once an order is placed, it cannot be cancelled. **Any orders refused on delivery or obtained with proof of delivery with the shipper are subject to a 15% restocking fee plus shipping.

I Just Placed An Order for a Personalized Throw. Can I Cancel or Return It?

~Any Personalized Orders placed CANNOT be cancelled or returned. These items are FINAL SALE.

I Placed My Order Over the Weekend. When Will it Ship?

~Orders placed over the weekend are usually shipped Monday.

What Are Your Shipping Options?

All individual orders are shipped using FedEx.
We offer:
FedEx Ground
~FedEx usually does not deliver on weekends. Some exceptions 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.

How Long Does Shipping Usually Take?

Please allow 3-5 Business Days* for your items to arrive. *Please allow 5-7 Business Days for personalized items*
Orders placed after 1pm EST M – F will be entered the next morning. Orders placed on Saturday or Sunday will be entered on Monday. Orders placed over a holiday or holiday weekend will be entered the next business day. Please contact Customer Service for holiday schedule.
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?

When any order is placed over $150, you will be required to sign for delivery.

I am Missing Items From My Order. What Should I Do?

Some items may be delivered in separate packages. If this is the case, you will receive emails of different tracking numbers for individual items.

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

Please Contact:
Ecommerce Customer Support
help@thenorthwest.com
1 (800) 242-6996
 

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:
Amazon
Bed Bath & Beyond
KMart
Kohl’s
Target
Walmart
Wayfair

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 Group, LLC 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