Effective Date: January 2025

We want you to be satisfied with your purchase from Up North Supply Co. If you need to return an item, please review the following policy.

Return Eligibility

Items may be returned within 30 days of delivery if they meet the following conditions:

• Item is unused and in original, sellable condition
• Item is in its original packaging
• All included hardware, instructions, and accessories are included

Items that do not meet these conditions may be refused or subject to a reduced refund.

Non-Returnable Items

The following items are not eligible for return or refund:

• Custom or made-to-order products — These items are built to your specifications and cannot be canceled once production begins, nor returned after delivery
• Items that have been installed, used, modified, or damaged after delivery
• Items not in original packaging
• Items returned after the 30-day return window

Custom and made-to-order items will be clearly identified on the product page.

How to Initiate a Return

To start a return:

1. Contact us at crew@upnorthsupply.com within 30 days of delivery
2. Include your order number and the item(s) you wish to return
3. Provide a brief reason for the return

We will respond with return authorization and instructions, including the return shipping address.

Do not ship returns without first contacting us. Unauthorized returns may be refused.

Return Shipping

Customers are responsible for return shipping costs.

We recommend using a trackable shipping method and purchasing shipping insurance for your return. We are not responsible for returns that are lost, stolen, or damaged in transit.

Refunds

Once we receive and inspect your return, we will process your refund.

• Refunds are issued to the original payment method only
• Original shipping charges are non-refundable
• Refunds typically process within 5–10 business days, though your bank or payment provider may take additional time to post the credit

You will receive an email confirmation when your refund has been processed.

Defective or Incorrect Items

If you receive a defective item or an item that does not match your order:

1. Contact us within 7 days of delivery at [your email]
2. Include your order number, photos of the issue, and a description of the problem

We will work with you to resolve the issue promptly, which may include a replacement, repair, or refund at our discretion. In cases where we are at fault, we will cover return shipping costs.

Damaged in Shipping

If your order arrives damaged due to shipping:

1. Document the damage with photos
2. If possible, note visible damage when signing for delivery
3. Contact the carrier to file a damage claim
4. Contact us at [your email] with your order number and photos

We will work with you and the carrier to resolve the issue.

Exchanges

We do not offer direct exchanges. If you need a different item, please return the original item for a refund and place a new order.

Contact Us

If you have questions about returns or need assistance:

Up North Supply Co.

A DBA of Up North Metal & Timber LLC

Email: Crew@upnorthsupply.com