Frequently Asked Questions

Welcome to North & Nook. Here are answers to some of the most common questions about our products, orders, shipping, returns, and customer support.

Orders & Products

When will my order be processed?

Many North & Nook products are made or prepared after an order is placed.

Most orders require approximately 2–5 business days for fulfillment before shipping. Fulfillment time is separate from shipping time and may vary depending on the product and order volume.

Are all North & Nook products made to order?

Many of our products are produced or prepared after you place an order. Product-specific information will be provided on the relevant product page when appropriate.

Can I change or cancel my order?

Please contact us as soon as possible if you need to change or cancel an order.

Because some orders enter production shortly after they are placed, we cannot guarantee that changes or cancellations will be possible once fulfillment has begun.

I entered the wrong shipping address. What should I do?

If your order has not yet shipped, we may be able to update the address, but changes cannot be guaranteed once fulfillment has begun.

Please check your shipping information carefully before completing your order.

Shipping

How long will my order take to arrive?

Delivery time consists of two stages:

Fulfillment time + Shipping time

Most orders require approximately 2–5 business days for fulfillment before shipping.

After fulfillment, delivery time depends on your location, the shipping method, carrier, and fulfillment location.

Please see our Shipping Policy for more information.

How much does shipping cost?

Shipping costs may vary depending on the products in your order, quantity, destination, fulfillment location, and available shipping method.

The applicable shipping charge will be shown at checkout before you complete your purchase.

Will I receive tracking information?

When tracking is available, tracking information will be provided after your order ships.

Please allow some time for tracking information to update after a shipping label is created.

Why did I receive only part of my order?

Some products may be produced or shipped from different fulfillment locations.

As a result, an order containing multiple products may arrive in separate packages and on different days.

If you receive only part of your order, check your shipping and tracking information before contacting us.

Do you ship internationally?

North & Nook may ship to the United States and other supported destinations.

Availability depends on the product, fulfillment location, carrier availability, and shipping restrictions.

International orders may also be subject to customs duties, import taxes, or other charges depending on the destination.

See our Shipping Policy for additional details.

Returns & Refunds

Can I return an item if I change my mind?

Because many North & Nook products are made specifically after an order is placed, we generally do not accept returns or issue refunds for change-of-mind purchases.

Please review product descriptions, dimensions, size guides, colors, and other product details carefully before ordering.

This does not affect rights provided to you by applicable consumer protection laws.

Can I exchange an item for another size or color?

We generally cannot provide exchanges or refunds when the wrong size or color was selected when ordering.

If we sent you a size, color, or product different from what you actually ordered, contact us so we can review the issue.

What if my item arrives damaged, defective, misprinted, or incorrect?

Please contact us within 30 days of receiving your order.

Include:

Your order number
A description of the problem
Clear photographs showing the item and issue

If your claim is eligible, we will arrange an appropriate replacement or refund at no additional cost to you.

What if my package is lost?

If your package appears to have been lost in transit, contact us within 30 days after the estimated delivery date.

We will review the tracking information and work with the appropriate fulfillment or shipping provider to determine the next step.

My tracking says “delivered,” but I don’t have my package. What should I do?

First check the delivery location, surrounding area, household members, neighbors, building management, or reception where appropriate.

You may also want to contact the shipping carrier for additional delivery information.

If you still cannot locate the package, contact us with your order number and we will review the situation.

How will I receive my refund?

Approved refunds are generally issued to the original payment method used for the purchase.

The time it takes for the refund to appear in your account depends on your bank, card issuer, or payment provider.

For complete details, please read our Return & Refund Policy.

Payments

What payment methods do you accept?

Available payment methods will be displayed during checkout.

Payment options may vary depending on your location and the payment services available through our store.

Is my payment information secure?

Payments may be processed through third-party payment providers using their security systems.

North & Nook does not intend to directly store your complete payment card details on our own website servers.

For more information about how information is handled, please see our Privacy Policy.

Customer Support

How can I contact North & Nook?

Email us at:

support@northandnook.ibigsmart.com

If your question relates to an existing order, please include your order number and the email address used when placing the order.

For damaged, defective, or incorrect products, please also include clear photographs showing the issue.

How quickly will you respond?

We aim to respond to customer inquiries within 2 business days.

Response times may be longer during weekends, holidays, or periods of unusually high order volume.

Still Have a Question?

We’re happy to help.

Visit our Contact page or email:

support@northandnook.ibigsmart.com

For additional information, please review our Shipping Policy, Return & Refund Policy, Privacy Policy, and Terms & Conditions.