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Table of Contents


1.  Can I return a product if I decide I don't want it?
2.  How will my items be shipped?
3.  Can I request a product that is not listed on your site?
4.  Who can I contact if I have a problem with my order?
5.  What guarantee do you offer?
6.  When will my item be shipped?
7.  Is my personal and credit card information safe?
8.  How can I track my order?
9.  What does it mean that my product is backordered?

Q:  CAN I RETURN A PRODUCT IF I DECIDE I DON'T WANT IT?

A:   North Trail Gear insists on outstanding quality, value and service.  Within 30 days, we guarantee that every item we sell will give you complete satisfaction or you may return it for a full refund.  After 30 days, the item will be evaluated by a third party (repair service/consultant) and accepted for exchange or repair due to manufacturer's defects only.  Original shipping and handling charges are nonrefundable, except in the case of manufacturer's defects or freight damage.  Return shipping charges are the responsibility of the customer, except in the case of manufacturer's defect.  If you cancel your order, shipping and handling costs will not be refunded if the item has already been shipped from our company.  All return information is located on our Return Policy page.  Please read this section for full details.


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Q:  HOW WILL MY ITEMS BE SHIPPED?

A:  With the exception of Alaska and Hawaii (which will ship USPS), we ship items via UPS Ground Only. 

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Q:   CAN I REQUEST A PRODUCT THAT IS NOT LISTED ON YOUR SITE?

A:   Yes!  Please email us with any special requests and we will do our best to find the product(s) you want.

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Q:  WHO CAN I CONTACT IF I HAVE A PROBLEM WITH MY ORDER?

A:   You may contact North Trail Gear Customer Care by email, telephone, snail mail or fax.  All contact information is located on our Contact Us page.

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Q:  WHAT GUARANTEE DO YOU OFFER?

A:  Our guarantee is straightforward.  You have a full 30 days to view, touch and feel your purchase.  (Some products have special conditions.  See product detail for exceptions.)  If you decide that the value of our service or our product does not match the price you paid, then notify us and you will receive a complete and courteous refund within 14 day after your request.  Please read the Return Policy for complete details.

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Q:  WHEN WILL MY ITEMS BE SHIPPED?

A:   North Trail Gear is proud to ship 95% of orders received on the same day the order is placed.  However, there is no guarantee they will be shipped the same day.  Standard order processing time is 24 to 72 hours.  This time may be longer if the day the order is received falls on a long holiday weekend.  Please read the Shipping Policy for complete details.

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Q:  IS MY PERSOAL AND CREDIT CARD INFORMATION SAFE?

A:  Yes!  Your personal information is confidential.  We do not rent, sell or exchange e-mail addresses.  When you place an order with our company, we collect your name, address, telephone number, credit card information and your e-mail address.  We use this information to fulfill your order and to communicate with you about your order.  Placing an order will automatically set up your account with our company.  Please review our Privacy Policy for full details.

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Q:  HOW CAN I TRACK MY ORDER?

A:  Order Tracking provides our customers with real-time status information of orders they have placed with our company. Whenever possible, we will e-mail all order tracking numbers to our customer's registered e-mail address.

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Q:  WHAT DOES IT MEAN THAT MY PRODUCT IS BACKORDERED?

A:  In some instances, products listed on our website may be temporarily out of stock. In-stock items will be shipped immediately and any backordered items will be delivered as soon as possible.

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Last revised: 10/13/07