Store Policies
Processing Time
Once you place your order, you will receive an email order confirmation to the provided email address. After your order has shipped, you will receive an additional email with the shipping confirmation. If you do not receive an order confirmation or shipment notification, please check your spam folder before emailing us at support@northwooddream.com with "Order Help" in the subject line.
All orders ship within 7 business days (Monday-Friday, excluding major holidays). We strive for and often achieve an even faster turnaround time! During peak seasons or due to unforeseen circumstances, processing times may be slightly longer. We will communicate any delays promptly.
Our delivery times are only estimates and are not guaranteed. They will always be estimated in business days (excluding weekends and holidays). Once the packages arrive in the hands of our shipping provider, arrival times are out of our control.
Order Modifications and Cancellations
If you need to make edits to your order, please email us at support@northwooddream.com with "Mod or Cancel" in the subject line. Include your order number and what you want to change within 24 hours of purchase. We will try to accommodate the changes or cancellation to the best of our ability as long as we have not yet shipped out your order!
Preorders
Some products are available for preorder weeks to months before they are available to ship. Preorder status and estimated timelines will be emphasized on those specific products. Please understand timelines are subject to change with preorders! We will keep customers updated on any changes, and we will ship out other standard items placed with preorders ahead of the preorder item's availability. In the event of significant delays or cancellation of a preorder, customers will be notified and refunds will be issued.
Product Craftsmanship and Unique Characteristics
At North Wood Dream, we celebrate the unique charm of every creation! While we ensure our photos are un-enhanced for true color, please be aware that actual product colors might vary slightly from what you see on your screen due to differences in monitor displays.
- For 3D Prints: The unique process of 3D printing can sometimes leave minor visible layer lines or subtle seams. These are not flaws, but a testament to the intricate creation of your item! Natural variations may also occur between filament batches.
- For Printed & Hand-Drawn Items: Items featuring our custom hand-drawn illustrations and vibrant UV-printed designs (like our notebooks and tumblers) may feature minor unique nuances from the printing process, making your specific item uniquely yours!
Shipping Internationally
At this time, we do not regularly ship internationally. If you are interested in international shipping, please contact us at support@northwooddream.com with "Ship Internationally" in the subject line, and we can explore potential options for you.
Billing Information
We cannot make modifications to your billing address or payment method after an order is placed. Please ensure your billing details are correct before completing your purchase.
Shipping Address
Buyers are responsible for providing an accurate and up-to-date shipping address at the time of purchase. We will do our best to accommodate address change requests submitted within 24 hours of placing your order. To request a change, please email support@northwooddream.com with the subject line "Change Address" and include your order number and the complete, correct shipping address. Once an order has shipped, we are completely unable to modify the address.
Undeliverable Packages Due to Incorrect Address
If an order is not delivered due to an inaccurate or incomplete shipping address provided by the buyer, a full refund or replacement is not guaranteed.
- Incomplete Addresses: We will attempt to contact you within 5 business days to obtain the correct info. If we do not receive a response, your order will be canceled and the cost of the goods will be refunded.
- Returned Orders: If your order is returned to us by the carrier, you can choose to have it reshipped to a corrected address by paying a new shipping fee. If you choose not to reship, the order will be canceled and you will be refunded for the cost of the goods only (original shipping fees and taxes are non-refundable).
Damaged Items and Replacements
If you received the wrong item or your order was damaged in shipping, we are happy to send you a replacement! Report any damage within 3 days of delivery to support@northwooddream.com with "Damage or Replacement" in the subject line. Please provide photos of both the damaged item and the packaging it arrived in. Note: We cannot cover replacements for items damaged or broken after delivery.
If you’re missing an item from your order, email us with "Missing" in the subject line. Include your order number and what you're missing so we can send it right out. Due to the volume of orders we process, occasional errors can occur during packing. If you received extra items you didn’t order—happy early birthday! Keep the extra goodies as a little treat.
Packages Lost in Transit
If your order has been listed as ‘pre-transit’ for 2 weeks with no tracking updates, or if you don't see the package in your mailbox 3 days after your tracking was marked as delivered, we will gladly consider your order lost in transit and send a replacement out to you.
Returns and Exchanges
We gladly accept returns and exchanges within 14 days of delivery. To initiate this, please email support@northwooddream.com with the subject line "Return" or "Exchange." Include your order number, name, and the reason for the return or exchange (and what item you'd like to swap for).
Items must be returned in their original, unused condition. Customers are responsible for all return shipping costs and are advised to obtain proof of postage. If items are not returned in their original condition, the customer is responsible for any loss in value. Refunds will be issued to the original payment method within 3-5 business days of receipt.
Final Sale Items
Clearance, final sale, and mystery/grab bag items are ineligible for returns or exchanges.
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Questions? Please email support@northwooddream.com or use our contact form below.
We reserve the right to modify our policies at any time without prior notice.