When will my order ship?

Here’s how it works:

You place an order → we prepare it → we ship it → you receive it.

Orders are typically processed within 2–5 business days.

For customized items such as embroidery or printed products, additional production time may be required depending on the order size and complexity.

Once your order is ready, it will be shipped via Canada Post or UPS.

Delivery usually takes 2–5 business days within Canada, depending on your location.

You will receive a shipping confirmation email with a tracking number as soon as your package leaves our facility.

Where do we ship?

We currently ship across Canada.

Shipping times may vary depending on the destination and the shipping method selected at checkout.

If you need shipping outside Canada, please contact us before placing your order and we will do our best to assist you.

What are the delivery costs?

Shipping costs are calculated automatically at checkout based on:

• the delivery location

• the size and weight of your order

• the selected shipping method

We offer free shipping within Ontario for orders over $300.

All available shipping options and rates will be displayed during checkout before you complete your purchase.

Returns & Refunds

We want you to be happy with your purchase from Northern Chestnut. If for any reason you are not satisfied with your order, we’re here to help.

What is your return policy?

You may return unused, unworn items in their original condition within 14 days of receiving your order.

To be eligible for a return, the item must:

• be unused and unworn

• include all original packaging

• be in the same condition as when you received it

Once we receive and inspect the returned item, your refund will be processed within 5–7 business days. Refunds will be issued to the original payment method used for the purchase.

Custom and personalized items

Please note that customized products cannot be returned or refunded.

This includes items with:

• custom embroidery

• printed logos or artwork

• personalized text or names

• any made-to-order modifications

Because these items are produced specifically for your order, they are final sale.

If there is a production error or defect, please contact us within 7 days of receiving your order, and we will gladly review the issue and make it right.

How to start a return

To initiate a return, please contact us with:

• your order number

• the item you wish to return

• the reason for the return

Our team will guide you through the return process.

Secure Payment

At Northern Chestnut, we take the security of your personal and payment information very seriously. All transactions on our website are processed through secure and trusted payment providers to ensure a safe shopping experience.

Payment Methods

We accept a variety of secure payment methods for your convenience:

• Visa

• MasterCard

• American Express

• Apple Pay

• Google Pay

• PayPal

• Shop Pay

Available payment options may vary depending on your location and device.

Secure Transactions

All payments on our website are processed through encrypted and secure payment gateways.

Our checkout system uses SSL (Secure Socket Layer) encryption, which protects your personal and payment information during transmission.

For your security, Northern Chestnut does not store your credit card information on our servers.

Fraud Protection

To help protect our customers, we use automated fraud detection systems. In some cases, orders may be reviewed or verified before being processed.

This helps ensure that transactions are authorized and protects both our customers and our business from fraudulent activity.

Privacy Protection

Your privacy is important to us. We collect only the information necessary to process your order and provide customer support.

We do not sell or share your personal information with third parties, except when required to:

• process your payment

• ship your order

• comply with legal requirements

For more information, please review our Privacy Policy.

Secure Checkout Tips

For the safest shopping experience, we recommend:

• Always checking that the website address begins with https://

• Avoiding public Wi-Fi when entering payment information

• Keeping your account password private

Need Help?

If you have any questions about payments or checkout security, feel free to contact us.

📧 Email: northernchestnut@gmail.com

📞 Phone: +1 (519) 986-3311

We’re always happy to help.

Product Quality Guarantee

At Northern Chestnut, we stand behind the quality of our products and craftsmanship. Our goal is to ensure that every item you receive meets our standards for durability, comfort, and design.

What does our warranty cover?

Our products are covered by a 14-day quality guarantee against manufacturing defects in materials or workmanship under normal use.

This may include issues such as:

• defective stitching

• damaged seams

• faulty zippers or closures

• manufacturing defects in the fabric or product construction

If you receive an item with a manufacturing defect, please contact us and we will review the issue.

What is not covered?

Our warranty does not cover:

• normal wear and tear

• damage caused by improper use, washing, or care

• accidental damage

• modifications made after purchase

• items that have been altered or repaired by third parties

Custom and personalized products

Please note that customized products are not covered by warranty for design or artwork changes once production has begun.

However, if there is a production error in embroidery or printing, we will review the issue and work with you to resolve it.

How to submit a warranty request

If you believe your item has a manufacturing defect, please contact us within 14 days of receiving your order.

To help us review your request, please include:

• your order number

• a description of the issue

• clear photos of the product

Our team will review the request and respond with the next steps.

Resolution options

Depending on the situation, we may offer one of the following solutions:

• repair of the product

• replacement of the item

• store credit

• refund (in rare cases where replacement is not possible)

Shipping for warranty claims

Customers may be responsible for the cost of returning the item for inspection. If the claim is approved as a manufacturing defect, we will cover the cost of shipping the replacement item.

Contact Us

If you have any questions about product quality or warranty claims, please contact us:

📧 northernchestnut@gmail.com

📞 +1 (519) 986-3311

We’re always happy to help.

Order Tracking

Thank you for shopping with Northern Chestnut. We want to make it easy for you to stay informed about the status of your order from production to delivery.

Tracking Your Order

Once your order has been processed and shipped, you will receive a shipping confirmation email with your tracking details.

This email will include:

• your tracking number

• a link to the shipping carrier’s tracking page

• real-time updates about your shipment

Where to Track Your Order

To track your shipment:

1. 
   Open the shipping confirmation email we sent after your order was dispatched.
   
2. 
   Click the tracking link included in the email.
   
3. 
   You will be redirected to the carrier’s website where you can view the latest delivery updates.
   

We typically ship orders using:

• UPS

• Canada Post

Shipping Status Updates

During delivery, you may see the following tracking statuses:

Label Created

Your order has been packed and a shipping label has been generated.

In Transit

Your package is on the way to the destination.

Out for Delivery

Your package is scheduled for delivery today.

Delivered

Your order has been successfully delivered to the shipping address.

Tracking Not Updating?

Tracking numbers may take 24–48 hours to activate after your order has been shipped.

If your tracking information is not updating or if you believe there is a delay with your shipment, please contact us and we will gladly assist you.

Contact Us

If you have any questions about your order or shipping status, feel free to reach out.

📧 northernchestnut@gmail.com

📞 +1 (519) 986-3311

We’re happy to help.