Our Promise

When you choose North Goose, you can trust that you’ll receive a reliable water bottle that meets high standards of quality and safety. We ensure that your order is delivered on time and in line with specifications. However, if you are not satisfied with your purchase, you have the option to return it within 30 days from the delivery date. Please note that all returns must meet certain conditions: the item must be unused and undamaged, and all packaging and labels must remain intact and attached. In the event of a manufacturing defect, you are covered by our lifetime warranty, starting from the date of purchase. This warranty provides coverage for the lifetime of the product.

30 Days No Reason Returns

If you are dissatisfied with your purchase for any reason, you have the option to initiate a return or exchange within 30 days from the date of delivery. To be eligible for a return, the item(s) must be unused, undamaged, and returned with all labels, tags, and original packaging intact. Failure to meet these requirements may result in the item not being eligible for return.

In the case of a return, we can provide a partial refund that covers the price of the item, excluding the shipping fees. You will be responsible for the return shipping costs. Once we receive the returned item, we will process a full refund, excluding the return shipping fees, back to your original method of payment. It’s important to note that all refunds are typically processed within 3 business days.

Order Cancellations

Order Cancellation before Shipment:

If you wish to cancel your order, it is important to do so within 24 hours in order to receive a complete refund. To initiate the cancellation, please contact us immediately at info@thenorthgoose.com. Make sure to provide us with the necessary order details, including the order number and the name and/or email address of the recipient. Once your cancellation is processed, your refund will be initiated, and the credited amount will be returned to the original method of payment within 3 business days.

Order Cancellation after Shipment:

If you wish to cancel your order after 24 hours but before the item is delivered, you will be eligible for a full refund, with the deduction of a shipping fee. In order to process the cancellation, you must reject the delivery of the item. Once we receive the returned item, we will initiate a full refund, minus the shipping fee, which will be credited back to your original payment method within 3 business days.

Returned and exchange products

For any item returns, you can request a return label. Please notify us in advance for any of the following returned reasons, so we can anticipate that return or exchange.

Defective Item:

If you believe that you have received a faulty or defective product, we are committed to promptly resolving the issue. Before returning the item, please reach out to us at info@thenorthgoose.com. Upon your request, we will either replace the item or provide you with a full refund.

Item Damaged During Transit

If by any chance your item arrives in less than satisfactory condition, please refuse the delivery and contact us immediately at info@thenorthgoose.com. We will collaborate with the shipping company to expedite the process of sending you a new replacement order. Alternatively, once we have filed a damage claim with the shipping company and received confirmation, you can request a full refund or exchange. In such cases, we may ask for images and/or videos of the defective product to assist with the process.

Missing or Lost Item

If you have concerns that your package may be missing or lost, please reach out to our customer service team at info@thenorthgoose.com. Make sure to include your order number and tracking number in the email, so that we can initiate a claim for the lost package. This claim will aid in the efforts to locate and recover your missing or lost package. Please note that the process typically takes around 7 days, as we await formal confirmation from the shipping company.

Warranty Exemptions

1. The customer is solely responsible for any natural wear and tear or damage that occurs during the use of the product, and such issues are not covered by our warranties.
   
2. If you have caused damage or misused the item(s), the warranty for the product will be voided immediately. In such cases, no compensation will be provided. However, you have the option to contact us if you would like to purchase a replacement or spare parts (if available). We will charge you the original value of the components along with a shipping fee for their delivery.