If your item was damaged by the shipping carrier, please contact us so we can file a claim for you and replace the item. Refusing your package will delay the replacement process since we do not always get notified by the carrier that there was a problem with your item. We have also received items as Customer Did Not Want, instead of being notified that the package was returned due to damage. If the carrier marks the return incorrectly you may be charged for the additional fees they charge us. When you contact us first we can take care of the damage without any additional fees.
Returns are accepted within 30 days of your order unless otherwise stated on the product details page. You can either give us a call at 800-590-0339 Extension 2, or click on the invoice you need to return on the Return Center screen and fill in form. (You must Login to see your order history on this screen.) We will provide full return instructions once the return has been authorized.
We offer two options for the return; either you arrange and pay for the return shipping or we email you a printable return label and subtract the return shipping charge (at our negotiated shipping price) from your refund. You are responsible for return shipping fees either way, but we usually have better carrier rates. Refunds are processed within 2-5 business days of receipt of the returned merchandise.
If you refuse the package, a refusal fee will be deducted from your refund. (The refusal fee is calculated from the carrier return charges)
If you need another item, or size, you should place another order online or give us a call and we would be happy to help you.
Custom air filters are non-refundable or returnable since we hand make them. Please make sure that you order the EXACT measurement that you need to the fraction of an inch.
If you contact us by phone after your order has been placed, regarding an incorrect or incomplete shipping address, we will make every effort to correct your information prior to your package being shipped. However, once your package is in the shipping process, we cannot change the address without extra fees from the carrier. Nordic Pure is not responsible for any lost package that is incorrectly addressed due to customer error. We generate our shipping labels from the information the customer provides, so if you enter an incorrect or incomplete address (incorrect zip code, missing apartment/suite/office number/name etc.) and your package is lost, Nordic Pure is not responsible.
Redirect: If you enter your address incorrectly on the website, and need it re-routed by the carrier to the correct address, you will be charged an additional $25.00 per box fee to cover costs. If your order is lost or delivered to the incorrect address that you provided, you will need to contact the carrier directly. You will be responsible for any additional fees to get your package delivered to your correct address. This may include placing your order again with the correct address.