Your Happiness Guarantee
Every product you order at True North Gear is an individual item, manufactured by hand for you by our fulfilment partner, Spreadshirt. That’s what distinguishes us from other e-commerce retailers. Returns aren’t put back on our warehouse shelves, as we can’t resell them. This is why we want to make sure you’re 100% content with your order. And if you should not be completely happy for any reason, just make use of our
30-day return guarantee
Simply return your product within 30 days of receipt. Whether it doesn’t fit you, suit you or it’s not what you expected – just send it back. You can choose from the following options:
- Exchange for a new product
- Exchange for a voucher to be redeemed towards your next order
- Refund of your product cost as long as the product was not designed specifically for you
Before you send the product back, please contact our friendly Service Team and provide your Order ID.
To cancel or change an order or change the shipping address, you must first check the status of your order to see if this is possible. To do so, you can follow the link in your order confirmation email.
- If your order is labeled “in production”, you will not be able to make changes to your order or shipping address.
- If your order is marked “wait” or “new” just cancel your existing order and place a new one with the correct information. To do this, log into your account and click the red “Cancel” button. If you do not do this, your order will automatically begin production the following morning.
- During normal business hours (8 a.m. – 8 p.m. ET Monday – Friday) you can also cancel or change your order or shipping address by calling our customer service department at 1-800-381-0815.
Please note that once an order begins production, you can no longer make any changes and we cannot stop the shipment of your order.
Important: it is best to call us or cancel your order to make changes, as e-mails are answered during regular business hours in the order they are received. It is therefore possible that your order could begin production before your e-mail is processed and your changes would not be able to be made.
Changing your shipping address after shipment
If you need to make a change to your physical shipping address after your order has already shipped, there is an $11 fee for this service. The fee is for the Delivery Intercept service provided by UPS. This option does not exist for deliveries with the Standard or the USPS International Economy shipping options.
Note: Once an order has shipped, we are not able to change the shipping method, i.e. 3 Day Select to Express.