CUSTOMER SERVICE
CONTACT INFORMATION
Customer Service:
help@thenorthwest.com
1 (516) 484-6996
Wholesale Opportunities:
Northwest B2B Website: WHOLESALE CLICK HERE
or Email: 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.
We also accept PayPal.
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.
~Your order will process and ship within 2-3 business days of your order being submitted. Please note that during periods of high volume, including November and December, it may take longer to be shipped.
~You will receive an order update via email 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 Item. Can I Cancel or Return It?
~Any Personalized Orders placed CANNOT be cancelled or returned. These items are FINAL SALE.
~Please note: Once an order for a Personalized item is submitted, the custom text CANNOT BE CHANGED.
I Placed My Order Over the Weekend. When Will it Ship?
~Orders placed over the weekend are usually shipped Tuesday or Wednesday. Exceptions may apply for holidays, unforeseen inclement weather, etc.
What Are Your Shipping Options?
All individual orders are shipped using FedEx.
We offer:
FedEx Home Delivery (Free shipping over $50, Flat Rate $8.99 under $50)
~FedEx usually does not deliver on weekends. Some exceptions may apply.
~Shipping days DO NOT include order processing days. For example: If you order on Saturday, your order will ship Tuesday, then you will receive the order 3-5 business days from ship date.
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 7-10 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* exceptions may apply. Orders placed over a holiday or holiday weekend will be entered the next business day. Please contact Customer Service for holiday schedule.
Please allow 2-3 Business Days for your order to ship out of one of our warehouses.
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. After 2 weeks, if you have still not received your items, please contact Customer Service.
I Received an Item That is Damaged, What Should I Do?
Please Contact:
E-commerce Customer Support
help@thenorthwest.com
1 (516) 484-6996
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
Kohl’s
Target
Walmart
Are Northwest products tested?
All Northwest products are rigorously tested to meet CPSIA and child safety standards.
