Shipping, Returns and Refunds

SHIPPING POLICY

Product orders are processed within 1-3 business days of receipt. Shipping courier is customer selected, and shipping times are only estimates. Shipping providers frequently take several days longer to get them to you than the estimate so plan accordingly. If you need your order very quickly, please see the Special Order Assistance section below and contact us before you place your order.

Roadbook orders are processed with 1-3 business days of receipt. Once processed, they will be visible in the app when you are logged in with the email address you provided in the order. If there is a mistake, contact us at support@nwroadbooks.com with correct info.

Once your order is processed, you will be sent a Fulfillment Email from info@nwroadbooks.com. If you have not seen it, check your junk / spam email folder.

In most situations Northwest Roadbooks cannot help with additional information on tracking or shipment whereabouts. We only have access to the same tracking information provided to you with your order and/or in the Fulfillment Email.

SPECIAL ORDER ASSISTANCE

If you have special order requirements such as delivery to a USPS or UPS facility, to a hotel or a different address; please reach out to us directly before placing your order. We understand how adventures go and the situations this often puts us in for receiving goods. We can assist you to get your items in extraordinary circumstances. We cannot solve every problem but will try our best.

RETURNS

We offer a 30-day Return and Refund policy. If you wish to return an item, the Return Process must be followed.

To start the Return Process, contact us at: support@nwroadbooks.com . We will then provide further instructions about the return process.

Items must be returned in new condition and in their original product packaging with all included materials and items. Pack up your return properly to avoid damage during transport. Ship the returned item using a tracked and insured shipping service.

The customer is responsible for return of unwanted parts or parts ordered by mistake (wrong part).

Orders refused delivery or not collected will incur return shipment charges. These costs are the customer’s responsibility and will be recovered from the final refund amount. Full refunds will not be issued on items that are damaged or lost in shipping in the case of refusal or non-collection.

Faulty items may qualify for a returns label. We will email you the label once we have approved the return. Some circumstances may arise where a qualified warranty claim cannot be provided with a valid return label; in these instances, it is still the responsibility of the customer to return the item to Northwest Roadbooks.

In all instances the return item(s) need to be sent to the following address:

Northwest Roadbooks

ATTN: RETURNS [ORDER #]

12506 30th Ave W

Everett, WA 98204

USA

REFUNDS

Refunds will be issued once the item(s) has been received at Northwest Roadbooks and is verified to be returned in a re-sellable and complete condition.

If the condition of the item is not in a re-sellable state, a restocking fee may be charged. This fee can range from 15% - 50% depending on the condition of the item, and reason for return. This is solely at the discretion of Northwest Roadbooks staff.

We will notify you once we have received and inspected your returned item(s). If our criteria has been met, you will be refunded to your original payment method within 10 business days. (Not including outward shipping costs)

Please note, Banks/Credit Card companies often have a further delay before refund payments are credited to your account. Should more than 15 business days pass since we approved your return, please contact us at support@nwroadbooks.com .

DAMAGED GOODS OR OTHER ISSUES

Inspect your order upon receipt and contact us immediately at: support@nwroadbooks.com if part of your order is defective, damaged, missing, or if you have received the wrong item. We will evaluate the issue and work with you to remediate it.

EXCHANGES

Should you wish to exchange an item for a different specification or product, the fastest way to ensure you get what you need is to request a return/refund on the current item (using the procedure above), and once that has been approved, simply go ahead and make a separate purchase for the alternative which will be dispatched while your original return and refund is being processed.