POLICIES

SHIPPING & RETURNS

a note from our team:

While we continue to navigate and respond to current events, North Authentic is committed to making the safety of our employees and community of customers a top priority. As we fulfill orders and process returns at our warehouse, increased safety precautions are being taken at every step, and we are doing everything we can to get your orders and refunds to you as quickly as possible. That said, due to the impact of COVID-19 on our fulfillment center—and on shipping carriers nationwide—we anticipate that both order and return processing may take longer than usual. Thank you for your patience and understanding during this time.

order and shipping confirmation

You will receive an email confirmation once your order has been successfully placed–it will include your order number and shipping method. Please make sure your shipping address is correct as we are unable to redirect goods once they are on route to you.


Orders can take up to 2 business days to be processed and shipped. Once your order is prepared for shipment you will receive a shipping confirmation email with your tracking information. Please note that in some cases, your order may arrive in multiple shipments (i.e., in the case of pre-order and backorder).

where we ship

We currently ship to U.S. addresses including Alaska, Hawaii and U.S. Territories. We do not ship to APO/FPO addresses.

shipping costs

United States:

North Authentic offers USPS or UPS shipping on all orders. Orders over $99.00 (within the Continental U.S.) receive $3.99 standard flat-rate shipping. For orders outside of the continental U.S. or under $89.99 standard shipping rates apply via USPS or UPS (5 to 7 business day transit). No handling fee or service charge is added to shipping company fees. 

To qualify for $3.99 standard flat rate shipping, the order subtotal must be $99.00 after discounts and before tax and shipping.

Please note that order processing may take up to 2 business days after the order is placed for standard shipping.

Expedited shipping is only available to shipping addresses within the contiguous United States. Due to UPS delays, 2-day and 3-day expedited shipping is not guaranteed therefore, North Authentic will not be offering the shipping frequency at this time.

Canada:

All shipments to Canada are delivery duty unpaid, therefore customers are responsible for paying any applicable custom duties, fees and taxes upon delivery. 

Please make note: If deliveries are refused, customer will be refunded for their order minus all duties, fees and shipping expenses that North Authentic incurs during the shipping and subsequent return process. 

Delivery issues

For unforeseen reasons, UPS or USPS may notify the recipeint, or client, they are unable to deliver a shipment.

If the shipper is unable to deliver a shipment and makes attempts to schedule redelivery or supply a pick up location, the client is responsible for making reasonable effort to pick up the shipment or contact and coordinate with the shipper for redelivery.

If the client fails to assist in the delivery and the shipment is returned to North Authentic, the client is responsible for the original shipping fees, return fees, as well as re-shipment fees.

taxes

Applicable sales tax will be charged on merchandise total, where applicable. Taxes are calculated according to shipping destination and itemized on the Order Summary page.


Note: Duties, Fees and Taxes for international shipments are not included on the Order Summary Page. Please ensure you are aware of potential fees you may incur on international shipments of products from North Authentic before you place your order.

return policy

Refunds on items eligible for returns are accepted within 30 days of receipt. Items must be returned unopened/unused, with tags, in their original packaging. Any items that are damaged when we receive them are not eligible for a refund. If a returned item is open or used, any refund shall be at North Authentic’s discretion according to North Authentic’s terms for the refund (which may include setting up a North Authentic account for a store credit refund).


If used products are returned to North Authentic without prior approval, a refund/store credit will not be issued. Products will only be returned to the client at their shipping expense.


Gifts: If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift card will be issued to you. If the item was not marked as a gift when a purchased, or the gift giver had the order shipped to themselves, we will issue a refund to the gift giver.

Shipping Fees:

North Authentic charges USPS fees for all returns. Shipping fees are not refundable. If a return is approved and issued, a refund or store credit will be processed minus original and return shipping fees.

For US returns:

1. For returns, please reach out to returns@shopnorthauthentic.com or call 949-627-9998, Mon-Fri, 8am-5pm PST / 11am-8pm EST. For emails, use the subject header, “Start A Return.” List your order number, the item you are returning, and the reason for your return. If your items is eligible for return, we can issue a pre-paid shipping label to you.


2. You will then be able to print a pre-paid shipping label. Print the pre-paid shipping label, affix it to you package and take the package to a drop-off location. If you would like to use your own return shipping method (US orders only), we will issue you a return form and reference number as well as return instructions. Once filled out, pack return items in original condition with return form and send to:

North Authentic C/O Returns
141 S Riggs Spring Ave, Meridian, ID 83642


Returning an item with your own label is at your own risk. You must ensure that the item is adequately packaged and, at your option and cost, insured. We are not liable for damage caused by inadequate packaging by you or if the item is damaged or lost while being returned to us. Items that are damaged when we receive them will not be eligible for refund.

1. Please note that haircare, skincare, makeup, and fragrance items that have been opened, tried or tested are not eligible for return or exchange.

2. Please email info@shopnorthauthentic.com with your order number to initiate a return. We can then email you a pre-paid return shipping label along with the required the necessary return commercial invoice.

3. Please note that refunds are issued in the currency the order was originally placed in regardless of fluctuations in exchange rate. In the case of a discrepancy between the original charge and the refund, please contact us at info@shopnorthauthentic.com and we will be happy to issue you a store credit in the amount of the difference, less any shipping charges.

4. Upon receipt of your return, we will confirm your refund via email. Please note that taxes will be refunded along with the items you sent back, however, duties will not be refunded.

If you have any further questions, please email info@shopnorthauthentic.com.

damaged shipments

North Authentic takes extraordinary precautions to ensure that deliveries arrive safely to your door; however, there are some incidents that are beyond our control.
If you receive a shipment from North Authentic with leakage or damage to the order, please take the following steps to submit a claim for replacement:

1. Please take photos/videos of the contents of the box, box, and damaged areas of the product(s).

2. Please email returns@shopnorthauthentic.com as soon as possible with our order number, a list of items that are damaged, along with photos/videos.

3. Please do not dispose of any of the contents or box as these may need to be picked up and inspected by the shipping carrier.

Precautions: Items that are reported damaged upon delivery without photos/videos or have been disposed of without the ability for pick up and inspection are not eligible for refund or replacement.

A North Authentic Returns specialist will return your message as soon as possible with further instructions.

late returns

Any item returned after 30 days of receipt is not eligible for refund.

items not eligible for return

Open or used products are not eligible for return. Please note that we do not accept returns of gift cards, sale merchandise, perishable goods, intimate or sanitary goods, hazardous material, flammable liquids or gases or products that are specified as non-returnable in its description, unless they are faulty. Any exceptions to this policy will be listed under product details on the product page.

exchanges

We do not accept exchanges, as items may sell out while the requested exchange is returned and processed. We recommend returning the unwanted item and placing a new order.

receiving a refund

A refund will be issued once we have received your returned items. Any items that are damaged when we receive them are not eligible for refund. Refunds do not include any shipping or handling charges, except in the case of faulty or damaged items. Your refund will be credited to the original form of payment used for the original transaction and will be in the amount of the product price less a the return label fee if applicable. Any duties paid for orders shipped to Canada and will NOT be refunded. Please note that credit card refunds may take up to 10 business day for your bank to complete, depending on their processing times. This can vary greatly between credit card issuers.

Some of the products we sell are shipped directly by the vendor. Please note that if your item is shipped from the vendor, we will share the shipping and contact information you provide at checkout with that vendor so that they can complete your shipment.

Shipping/return FAQs

If you receive a confirmation that your order was delivered, but you did not receive your shipment please take the following steps:


1. Check around your residence, at a front gate (if you have one) and with neighbors to ensure your order was not delivered to the wrong location.


2. If you cannot locate your package, email customerservice@shopnorthauthentic.com so that the North Authentic team can investigate and potentially file a claim.


Once our team submits a claim, it may take up to 10 days to receive confirmation that the package is lost. Please be patient in the interim.


3. If the package arrives at your residence or shipping location, please notify us as soon as possible at info@shopnorthauthentic.com or by calling us at 949.627.9998.

Once the package has been verified as lost, North Authentic will ship out a replacement order.

North Authentic takes extraordinary precautions to ensure that deliveries arrive safely to your door; however, there are some incidents that are beyond our control.
If you receive a shipment from North Authentic with leakage or damage to the order, please take the following steps to submit a claim for replacement:


1. Please take photos/videos of the contents of the box, box, and damaged areas of the product(s).

2. Please email returns@shopnorthauthentic.com as soon as possible with our order number, a list of items that are damaged, along with photos/videos.

3. Please do not dispose of any of the contents or box as these may need to be picked up and inspected by the shipping carrier.

Precautions: Items that are reported damaged upon delivery without photos/videos or have been disposed of without the ability for pick up and inspection are not eligible for refund or replacement.

A North Authentic Returns specialist will return your message as soon as possible with further instructions.

As we are unable to assess Canadian duties and fees, we do not ship to Canada at this time.

An exception may be made; however, all shipments to Canada are delivery duty unpaid, therefore customers are responsible for paying any applicable custom duties, fees and taxes upon delivery. 

Please make note: If deliveries are refused, customer will be refunded for their order minus all duties, fees and shipping expenses that North Authentic incurs during the shipping and subsequent return process. 

No. If an item is returned, original shipping charges as well as any shipping fees incurred during return are not refundable.

For unforeseen reasons, UPS or USPS may notify the recipeint, or client, they are unable to deliver a shipment.

A pick up location will be provided or a telephone number to call for redelivery.

If the shipper is unable to deliver a shipment and makes attempts to schedule redelivery or supply a pick up location, the client is responsible for making reasonable effort to pick up the shipment or contact and coordinate with the shipper for redelivery.

If the client fails to assist in the delivery and the shipment is returned to North Authentic, the client is responsible for the original shipping fees, return fees, as well as re-shipment fees.

Please be aware that the "Subscribe & Save for 10%" discount button on our product detail pages is for autoships only. The "One-Time Purchase" button is auto-selected to ensure that clients are not subject to future orders that were not requested at the time of initial purchase.

North Authentic understands that there may be times when an autoship was created and the client has changed their mind. Clients are able to manage all subscriptions allowing to skip, cancel, update, or add products to future shipments at any time by creating an account at https://shopnorthauthe tict.com/account/login.

To avoid error, North Authentic sends upcoming autoship emails two days before processing as well as at the time of order processing. Please ensure you are signed up for email updates or SMS updates to receive these notifications. North Authentic also holds all autoship orders for 48 hours before shipment to ensure our clients have enough time to make any changes. If the client fails to contact us to make any changes or cancel the autoship, the order will be shipped and closed. North Authentic is not liable for demands for refunds or order cancellations that have already been shipped.

If your autoship order has shipped, you may:

1) Refuse the delivery with the carrier. Once the shipment has arrived back in our headquarters, North Authentic will refund the order minus applicable shipping fees; or

2) Return the delivery following our above shipping instructions. Again, shipping fees (from or to North Authentic) are not refundable.

North Authentic wants to support our clients with all of their hair care needs and have a lifelong relationship; therefore, we make every effort to ensure unwanted shipments are not processed. Failure to update your subscriptions or contact us are not considered errors of which North Authentic is liable.

If you enter the wrong shipping address at the time of order, please reach out to us as soon as possible at info@shopnorthauthentic.com or call us at 949.627.9998. If the order has not been shipped, we are happy to make updates to your shipping address for you.

If you fail to contact us prior to shipment, it is up to the client to contact the shipping carrier and make every effort to redirect the shipment to the correct address. Please ensure you check your shipping and billing addresses at time of order to ensure that an old address does not auto-populate.

North Authentic does not accept responsibility or liability for shipments delivered to an incorrect address which was entered at the time of order. North Authentic will not cancel and refund an order due to non-deliveries caused by incorrect information inputted at the time of order.

IMPORTANT CONTACT INFORMATION:

UPS: (800)742-5877

USPS: (800)275-8777

North Authentic automatically sends order and shipment confirmation emails when an order is placed. Please ensure that "info@shopnorthauthentic.com" is added to your contacts to ensure our emails do not end up in a junk or promo folder. If you did not receive an email, please check said folders. You may also sign up for sms confirmations with Maneprint by texting LETSTEXT to (855) 628-0367

Shipping confirmation email or SMS will include your tracking number via USPS or UPS. Please use tracking information of the shipping carrier to monitor date of delivery.

We highly recommend signing up for deliver updates at:

USPS: Informed Delivery via https://www.usps.com/manage/informed-delivery.htm

UPS: https://www.ups.com