Refund & Dispute Policy for Sample Box Shipping
At Nortem, we are committed to providing you with a seamless experience when ordering our product samples. Please review our refund and dispute policy carefully before placing your order.
1. Sample Box Policy
- Free Samples: We do not charge for the sample materials themselves—only for the shipping and handling costs.
- Shipping Fee: The shipping fee is non-refundable once the shipment has been processed.
2. Order Cancellation
- Before Shipping Is Processed: You may cancel your sample box order at no charge as long as the shipping has not yet been processed. Please contact us immediately after placing your order if you wish to cancel.
- After Shipping Is Processed: Once the shipping process has started, the order can no longer be canceled or refunded.
3. Refunds
- Shipping Fees: Shipping costs are non-refundable once the shipment is initiated, even if you decide not to use or return the samples.
- Lost or Damaged Shipments: If your sample box is lost or arrives damaged, please contact us within 7 days of delivery. We may offer to resend the sample box at no additional cost after reviewing the claim.
4. Disputes
If you believe you were incorrectly charged or encounter an issue with your sample shipment:
- Please contact our customer service team at (888) 308-8898 within 7 days of receiving the shipment or being charged.
- We will review the dispute and respond within 3–5 business days with a resolution.
5. Contact Us
For any questions or concerns about your sample order, cancellations, or disputes, please reach out to:
Nortem Customer Support
📧 Email: info@nortem.ca
📞 Phone: (888) 308-8898
🕘 Support Hours: Monday–Friday, 9 AM – 5 PM (EST)
By placing an order for a sample box, you agree to the terms outlined in this Refund and Dispute Policy.
