Shipping & Returns


Returns Policy

MANUFACTURING ERROR-The customer has already talked to NPE and NPE has declared the problem a manufacturing error.If the customer is in the US, NPE will provide a return label and a free replacement product. If the customer does not want a replacement and just a refund, NPE will refund the full product price + shipping once the defective product is physically at NPE. If the customer is not in the US, they will either receive a full refund of the product + shipping, or a free replacement product. Due to high international shipping rates, NPE will not have the product returned. 

 NON MANUFACTURING ERROR- If the product was bought by mistake or the customer does not want it, the customer will need to ship the product back to NPE at their own cost. Once it is physically received at NPE the customer will be refunded the product price minus a 25% restocking fee. The shipping cost will not be refunded. 

 UNIDENTIFIED DEFECT- If customer does not want to troubleshoot, they will need to ship the product back to NPE at their own cost. Once it is physically received at NPE, the product will be inspected. If the problem is identified as a manufacturing error, the customer will be refunded the full refund of the product price + the initial shipping cost. If there is no manufacturing defect and the issue was because of user error the customer will be refunded the product price minus a 25% restocking fee. The shipping cost will not be refunded.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

Shipping

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

 Customs 

Orders shipped outside of the United States may receive import taxes, customs duties and fees levied by the destination country. The receiver of an international shipment may be subject to those import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient; North Pole Engineering has no control over these charges, nor can North Pole Engineering predict what they may be. 

Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.