Our Commitment to Your Satisfaction

At The North Shop, we understand that reliable gear is essential for your adventures. Just as we design our outdoor equipment with precision and durability, we’ve crafted our returns process to be straightforward and reliable. If your gear doesn’t meet your expectations, we’re here to make it right.

Return & Exchange Timeframe

We accept returns and exchanges within 15 days from the date you receive your items. This gives you ample time to test your gear and ensure it’s ready for your next adventure.

Conditions for Returns & Exchanges

To be eligible for a return or exchange, items must meet the following criteria:

  • Items must be in original condition – unworn, unwashed, and with tags attached
  • Original packaging must be included and undamaged
  • Proof of purchase (order number) is required
  • Items must not show signs of use or wear

⚠️ Non-Returnable Items

For health and safety reasons, the following items cannot be returned or exchanged:

  • Gloves (intimate apparel for hand protection)
  • Hats (headwear for personal use)
  • All Kids’ Sets (children’s clothing combinations)
  • Any items that have been worn, used, or damaged after delivery

Step-by-Step Return Process

Step 1: Submit Your Return Request

Complete the Return Request Form below and email it to our customer service team at [email protected] within the 15-day return period.

Step 2: Wait for Authorization

Our adventure specialists will review your request and respond within 2 business days with:

  • Return authorization number
  • Shipping instructions and return address
  • Any additional instructions specific to your return

Step 3: Package and Ship Your Return

Please include:

  • All original items in their original packaging
  • Copy of your order confirmation or packing slip
  • Return authorization number clearly visible on the package

Step 4: Processing Your Return

Once we receive your return package:

  • We’ll inspect the items within 3-5 business days
  • You’ll receive an email confirmation once inspection is complete
  • Refunds or exchanges will be processed immediately after approval

Refund Information

Refund Timeline

Refunds are processed within 5-7 business days after we receive and approve your return. The timing of when the funds reach your account depends on your payment method and financial institution:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days
  • PayPal: 3-5 business days

What’s Refunded

We refund the full item price. Original shipping costs are non-refundable, except in cases where we made an error with your order.

Exchange Process

For exchanges, we’ll ship your new item once we receive and process your return. If the exchanged item costs more, we’ll invoice you for the difference. If it costs less, we’ll refund the difference.

Return Request Form Template

Copy and paste the template below into your email to [email protected]:

SUBJECT: Return/Exchange Request – Order #[Your Order Number]

Dear The North Shop Customer Service Team,


I would like to request a [return/exchange] for my recent order.


Order Information:

Order Number: [Your Order Number]

Order Date: [Date of Purchase]

Customer Name: [Your Full Name]

Email Address: [Your Email Address]

Item Details:

Product Name: [Product Name]

Size: [Size if applicable]

Color: [Color if applicable]

Quantity: [Number of items]

Reason for Return/Exchange:

[Please describe why you’re returning or exchanging the item]

Preferred Resolution:

☐ Refund to original payment method

☐ Exchange for: [Product name, size, color if exchanging]

☐ Store credit


I confirm that the item is in its original condition with tags attached and packaging included.


Thank you,

[Your Name]

Shipping Costs for Returns

Customers are responsible for return shipping costs unless the return is due to our error or defective merchandise. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee we’ll receive your returned item.

Need Assistance?

Our adventure specialists are here to help with any questions about returns or exchanges:

Email: [email protected]

Address: The North Shop, 36 Heritage Road, Fresno, US 93706

We typically respond within 24-48 hours during business days.

At The North Shop, we stand behind our gear just as we stand beside our fellow adventurers. Our returns policy reflects our commitment to quality and your satisfaction – because when you’re focused on your next great outdoor journey, you should have complete confidence in your equipment.