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 a additional email with the shipping confirmation. If you do not receive an order confirmation or shipment notification, check your spam folder before email us at support@northwooddream.com with "Order Help" in 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 estimated 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 and in the hands of the shipping service that has been selected.
Order Modifications and Cancellations
If you need to make edits to your order email us at support@northwooddream.com with "Mod or Cancel" in 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. We will keep customers updated on any changes to preorder timelines. Preorder status and estimated timeline will be emphasized on products. Please understand timelines are subject to change with preorders!
We will ship out other items placed with preorders ahead of preorder item availability.
In the event of significant delays or cancellation of a preorder, customers will be notified, and refunds will be issued if applicable.
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. This delightful nuance comes from differences in monitor displays and the natural variations inherent in each batch of our responsibly sourced 3D printing filament. It ensures your piece is truly one-of-a-kind!
We're dedicated to bringing you the highest quality prints. Each item is carefully inspected, but please note that the unique process of 3D printing can sometimes leave minor visible layer lines or subtle seams. These distinct characteristics are a testament to the intricate creation of your item and are part of its unique character.
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 and put "Ship Internationally" in the subject line, and we can explore potential options.
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 understand that mistakes happen, and we will do our best to accommodate address change requests submitted within 24 hours of placing your order.
To request a shipping address change, please email us at support@northwooddream.com with the subject line "Change Address" and include your order number and the complete correct shipping address.
Please note that due to our shipping process, some orders may ship very quickly, and we cannot guarantee that address changes can be made even within the 24-hour window. To minimize the risk of shipping errors, we strongly recommend double-checking your shipping details carefully before completing your order. Once an order has shipped, we are unable to modify the shipping 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: If the address provided is incomplete, we will make an attempt to contact you within 5 business days to obtain the necessary information. If we do not receive a response within this timeframe, your order will be canceled, and the cost of the goods will be refunded.
Returned Orders Due to Incorrect Address: If your order is returned to us by the shipping carrier due to an incorrect or undeliverable address, we will contact you. You will have the option to have the order reshipped to a corrected address, but you will be responsible for paying the new shipping fee. If you choose not to have the order reshipped, the order will be canceled, and your original payment account will be refunded for the cost of the goods only. Original shipping fees and taxes are non-refundable in these circumstances.
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. You can reach out to us at support@northwooddream.com, please put "Damage or Replacement" in the subject line to get a replacement order set up! Provide photos of both the damaged item and the packaging it arrived in. Unfortunately, we cannot cover replacements for items damaged or broken after delivery.
If you’re missing an item from your order, email support@northwooddream.com with "Missing" in the subject line. Include your order number and what your missing so we can send it out to you. 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 or Never Delivered
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 would be happy to 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 a return or exchange, please email support@northwooddream.com with the subject line "Return" or "Exchange," as applicable.
In your email, please include your order number, name, and the reason for the return or exchange. For exchanges, please also specify the item(s) you would like to exchange for.
Once your request is received, we will provide you with instructions on where to send your item(s). Please ensure all returned items are in their original condition: unused, undamaged, and with all original packaging. Customers are responsible for all return and exchange shipping costs and are strongly advised to obtain proof of postage to avoid potential lost package issues.
Upon receipt and inspection of the returned item(s), we will process your exchange or refund. You will receive a confirmation email with the status of your request. If the item(s) 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 and may take 3-5 business days to reflect on your account after processing.
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 leave a message below.
We reserve the right to modify our policies at any time without prior notice.