Refund policy

RETURN & REFUND POLICY

30-Day Satisfaction Guarantee

At True North Heat, we want you to be completely satisfied with your purchase. If you're not happy with your order, contact us within 30 days of delivery and we'll work with you to make it right with a replacement, refund, or store credit.

Returns

We accept returns within 30 days of delivery.

To be eligible for a return:

  • The item must be unused, unworn, and in its original packaging with all tags attached
  • Proof of purchase (order number or receipt) is required
  • You must contact us at shop.truenorthheat@gmail.com for return authorization before shipping

Returns sent without prior approval will not be accepted.

Customers are responsible for return shipping costs unless the item is defective or incorrect. Please use a trackable shipping method and retain your tracking number.

Refunds

Once we receive and inspect your return, we will notify you within 5–7 business days of the approval or rejection of your refund.

If approved:

  • Refunds are issued to the original payment method
  • Please allow 5–10 business days for the refund to appear, depending on your bank or card provider
  • Only the product cost is refunded; original shipping fees are non-refundable

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 30 days of delivery at shop.truenorthheat@gmail.com with:

  • Your order number
  • Clear photos or videos showing the issue
  • Description of the problem

We will:

  • Provide a full refund or replacement for severely damaged or incorrect items
  • Offer a partial refund or replacement for minor damage (excluding normal variations like loose threads, slight wrinkles, or minor scratches)
  • Resend missing items or accessories

Please note: We cannot provide refunds or replacements for damaged outer packaging boxes due to the nature of shipping.

Shipping & Delivery

Delivery Times:

  • Most Canadian orders: 2–3 weeks
  • US orders: 2–4 weeks
  • Replacement orders follow the same shipping timeframe as original orders

Delayed Packages: If your package hasn't arrived within the expected timeframe and tracking shows no recent updates, please contact us and we'll investigate with our shipping partners.

If tracking shows delivered but you didn't receive the package: Please check with your local post office first, as packages are sometimes held there for pickup. If you still cannot locate your package, contact us and we may require documentation from your local post office confirming non-delivery.

Important: Packages may be held at your local post office due to missed delivery attempts or pickup requirements. Please monitor your tracking and check with your local post office if delivery is indicated nearby.

Undeliverable Packages

We cannot offer refunds or replacements for packages that are:

  • Returned due to incorrect or incomplete shipping address
  • Refused by the recipient
  • Not picked up from the post office within the carrier's holding period

Please ensure your shipping information is accurate at checkout and monitor your tracking for any pickup notices.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Used, worn, or damaged items (except manufacturing defects)
  • Items damaged due to misuse
  • Clearance or final sale items
  • Customized or personalized products
  • Items returned without prior authorization
  • Items reported more than 30 days after delivery

Order Cancellations

Orders may be cancelled within 12 hours of purchase by contacting shop.truenorthheat@gmail.com.

Once an order has entered processing or shipment, it cannot be cancelled. Customized or personalized items cannot be cancelled after payment.

Circumstances Beyond Our Control

True North Heat is not responsible for delays or damage caused by events beyond our control, including but not limited to: severe weather, natural disasters, carrier disruptions, customs delays, or other unforeseen circumstances. We will notify you of any significant delays affecting your order.

Contact Us

If you have any questions about returns or refunds, please contact us at:

shop.truenorthheat@gmail.com

We're here to help and will respond within 24–48 hours.