Returns and Exchanges

FREE RETURN SHIPPING*

We want to ensure your complete satisfaction with your purchase, and we understand that sometimes your preferences may change. If you find yourself in this situation, you can initiate a return within 30 days from the date of order delivery using our FREE prepaid return label created HERE . Please be aware that we do not refund original shipping charges.

To be eligible for a return, the item must be in new, unused condition and returned in its original packaging with all included parts. It is the responsibility of the customer to ensure that the item(s) are not damaged or blemished during the return process. Any damaged returns will be declined and returned to the customer without a refund.

If you need assistance with proper padding and packaging to prevent damage during the return shipment, please reach out to us at support@northwoodshumidors.com, and we will be happy to provide guidance.

* Limited exceptions apply:

      • Products with a price of $399 or more cannot be returned or exchanged.
      • Liquidated, Clearance, or Flash Sale items cannot be returned or exchanged.
      • Engraved items cannot be returned or exchanged.
      • Products bought in quantities of 5 or more cannot be returned or exchanged.
      • Customers are allowed two free returns in one single calendar year. Once this limit is exceeded, a 25% Restocking and Customer Service Fee will be deducted from any additional items refunded within the same year.

* International Customers - Customers will be responsible for shipping fees on international returns. Please initiate a return by alerting us through our Contact page. Please note there is a 5% fee charged to orders that are returned due to customer not picking up the order from their local Customs office.

FREE EXCHANGE SHIPPING*

If you wish to exchange a product for a different size, color, style, or other product shipped to the U.S., you may do so by initiating an exchange within 30 days of the order delivery date. Exchanges will be shipped out within 5 days of receipt at our facility. U.S. customers, simply return the item with the FREE prepaid return label created HERE along with a brief note explaining which item you would like us to send back to you. You can also initiate an exchange by sending us a message through our Contact page. The item must be new, never used, and returned in the original packaging with all the parts it came with. It is the customer's responsibility to make sure the item(s) are not damaged or blemished during the return, otherwise, the exchange will be declined and shipped back to the customer without refund or exchange. If you need help padding and packing the return to avoid damage during shipping back to us, send us a message through our Contact page and we will be glad to provide advice. Please note it is at our discretion whether we will provide an exchange, and if not, we will provide a refund instead. Exchanges are only shipped to the original shipping address on the order.

* Limited exceptions apply:

      • Products with a price of $399 or more cannot be returned or exchanged.
      • Liquidated, Clearance, or Flash Sale items cannot be returned or exchanged.
      • Engraved items cannot be returned or exchanged.
      • Products bought in quantities of 5 or more cannot be returned or exchanged.
      • Customers are allowed two free item exchanges in one single calendar year. Once this limit is exceeded, we will require future requested exchanges to be returned and refunded. All refunds thereafter will deduct a 25% Restocking and Customer Service Fee on each item.

* International Customers - Customers will be responsible for shipping fees on international exchanges. Please initiate an exchange by alerting us through our Contact page. Please note there is a 50% fee charged to orders that are returned due to a customer not picking up the order from their local Customs office.

DEFECTIVE/FLAWED PRODUCTS

If your product exhibits a mechanical defect, you have the option to return it for either an exchange or a full refund by initiating the exchange process within 30 days from the date of order delivery. Please keep in mind that whether an exchange or a refund is provided is at our discretion. If an exchange is not possible, a refund will be issued instead. Exchanged items will be shipped exclusively to the original shipping address provided in the order. Furthermore, it is crucial to return the item with all the original components it initially came with.

* Limited exceptions apply:

      • Damages caused in-transit by the carrier must be reported within 5 business days of receiving an item. Northwoods Humidors will not be held responsible for damages reported after this time has elapsed.
      • Customers are allowed to return or exchange three items in one single calendar year due to defects. Once this limit is exceeded, a 25% Restocking and Customer Service Fee will be deducted from any additional items refunded within the same year.

If you reside within the U.S., return the item to us with the FREE prepaid return label created HERE along with a brief note explaining the requested action of exchange or return.

We will credit international customers back on shipping fees for a defective/flawed product at time of receipt of the product in our facility. International customers, please send us a message through our Contact page.

ORDERS CANCELLED DUE TO FRAUD

If our payment processors flag your payment as being suspicious for fraud, we will notify you and cancel the order for your security. Orders that are cancelled due to suspected fraud are charged a non-refundable 5% Customer Service handling fee.

DELUXE SHIPPING PROTECTION POLICY

At Northwoods Humidors, we offer our customers the option to purchase Deluxe Shipping Protection as an added layer of security for their orders. This voluntary add-on is designed to provide peace of mind by covering replacement costs for packages that are damaged, lost, or stolen during transit. Failure to purchase Deluxe Shipping Protection means that Northwoods Humidors is not responsible for any damage, loss, or theft that occurs after the package has been handed over to the shipping carrier. Below are the key points of our Deluxe Shipping Protection policy:

  1. Coverage: Deluxe Shipping Protection covers replacement costs for packages that are damaged, lost, or stolen during shipping.
  2. Voluntary Add-On: Purchasing Deluxe Shipping Protection is optional. By choosing to deselect this option at checkout, customers acknowledge that Northwoods Humidors is not liable for any mishaps caused by the shipping carrier.
  3. Filing a Claim: To file a claim under the Deluxe Shipping Protection policy, customers must complete a simple three-question report:
    • What happened?** – Provide a detailed description of the issue (e.g., damaged, lost, or stolen package).
    • When did it happen?** – Specify the date the issue occurred.
    • Provide an image** – Include a clear image supporting the claim (e.g., photos of damaged items or packaging).
  4. Customer Responsibility: In the event that Northwoods Humidors files a claim with the shipping carrier to recover some of the loss or damage, the customer is required to respond to any communication from the shipping carrier. This is necessary to facilitate the claim process and ensure timely resolution.
  5. Claim Resolution: Once the required information and documentation are submitted, Northwoods Humidors will review the claim. If the claim is approved, we will arrange for a replacement of the affected items as quickly as possible.

We are committed to providing our customers with the best possible service and support. If you have any questions or need further assistance regarding Deluxe Shipping Protection, please contact our customer service team.

 

 

Updated on May 29, 2024