- Frequently Asked Questions -
WHERE CAN I SHOP?
Shop Online - 24/7 @ northernreflections.com
SHOP BY PHONE
Monday to Friday 8AM – 8PM,
Saturday 9AM – 6PM @ 877-467-5967.
Give us a call and we will gladly listen, answer any questions or place an order for you.
COVID-19 SAFETY PROTOCOLS
We have implemented government health protocols and policies to ensure we are welcoming you into the safest environment possible. These heath and safety measures support the collective efforts against COVID-19 to ensure the safety of our Customers and Associates.
- Where mandated and/or where Associates deem necessary, a face mask covering the nose and mouth must be worn to enter and while inside our stores. A face shield alone is not acceptable.
- Customers are encouraged to sanitize their hands upon entry. Hand sanitizer is available in all our stores.
- We frequently clean & sanitize high touch areas.
- We encourage no-contact payment methods - Debit or Credit is preferred.
- We practice physical distancing between Customers and Associates.
- Capacity limitations – Stores may limit the number of customers shopping at any one time based on the size of the store and government regulations.
- Associates are required to administer and pass the Government Health Assessment protocol before each shift and are directed to stay home if they are not feeling well.
I WANT TO KNOW ABOUT...
ONLINE SHOPPING ACCOUNT
What is an Online Shopping Account?
An Online Shopping Account allows you to save contact and shipping information, view past orders, and check the status of pending orders. In addition, you can create a new or link your Northern Friends Account to take advantage of earning & redeeming your accumulated Northern Friends Dollars. By setting up an Online Shopping Account, placing orders is faster and less cumbersome.
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Do I have to set up an Online Shopping Account?
No. If you wish to checkout as a guest each time you shop, simply choose this option on the checkout page. The advantage to setting up an Online Shopping Account is that your information will be saved on our secure site and it will make placing future orders faster and easier.
Is a Northern Friends Rewards Card the same as a Northern Reflections Online Shopping Account?
No. The Northern Friends Reward program is a loyalty program where you earn reward dollars when shopping in-store or online. The loyalty program can be linked to an active Online Shopping account profile.
For inquiries about your Northern Friends Reward balance, simply log into your online Shopping Account, visit a nearby store, or contact Customer Relations @ 1-877-467-5967
How do I Create an Online Shopping Account?
To create an Online Shopping Account, select the “Account” button at the top of the page and click on “Register” and fill in the “New Account” information. Once completed, check off, “I’m not a robot” then click on “Create Account”.
How do I update my account information?
Sign into your online shopping account and click on “Account Settings”. Update the desired fields and click on “Update Details”.
How do I check my Order History?
Sign into your online shopping account and click on “Orders”.
ONLINE ORDER & PAYMENT
I'm having trouble adding an item to my cart. What am I missing?
To add an item to your cart, you must select the three options: Colour, Fit and Size. Click “Add to Cart”. If you are having difficulty, contact Customer Relations @ 1-877-467-5967 and we will be happy to assist you.
Is your website in Canadian Currency?
Yes, prices shown are reflected in Canadian dollars
What payment methods do you accept online?
We accept Major Credit Cards - Visa, Mastercard & American Express, PayPal, and Sezzle. We do not accept Visa Debit.
Please note, we will no longer accept American Express effective December 1st, 2023.
Will My Credit Card / PayPal Account Be Charged When I Place An Order?
A pre-authorization will be applied to the Credit Card / PayPal Account used when placing an order. The Credit Card or PayPal account will only be charged, including taxes & shipping (if applicable) when the order is processed.
Can I apply my Northern Friends Rewards to my online purchase?
Yes. You can apply your Northern Friends dollars to online orders by simply entering the amount requested to be applied to the order in the checkout.
A minimum of $25 Northern Friends dollars is required to be eligible for redemption to the subtotal of the order. Northern Friends dollars cannot be applied to the purchase of Gift Cards, Donations, shipping charges if applicable, and taxes.
What taxes are applied to my order?
All applicable taxes including PST & GST are applied to online orders delivering within Canada. Taxes are calculated based on the shipping destination which may be different from the billing address.
Orders shipped to the United States are non-taxable.
Do I earn Northern Friends Reward Dollars when shopping online?
Yes! Northern Friends earn $1 Reward Dollar for every $20 excluding Gift Cards, Donations taxes & shipping.
To earn Northern Friends Rewards Dollars, simply create/Log in to your Online Shopping Account before checking out.
How can I get coupons from Northern Reflections?
A 10% Off Birthday Email with a coupon code is emailed to Northern Friends at the beginning of their birthday month. This coupon can be used in-store or online on every purchase during your birthday month.
From time to time we offer coupons which will grant additional savings instore and / or online.
To receive coupons or offers, be sure to register your email address and consent to receive Marketing Communication from Northern Reflections.
Click here to sign up.
How do I apply a coupon code to an online order?
At the time of purchase, a coupon code can be applied by entering the code in the “Coupon Code” box on either the My Cart Page or the Checkout Page. Click “Apply”.
What is a Billing Address?
The Billing Address is the address that the Credit Card Company has on file associated with the Credit Card being used for payment.
If the Billing Address entered or saved in the address book does not match what the Credit Card Company has on file, you will receive an error when placing an order and the order will not be processed. This is a security feature on the Northern Reflections website intended to prevent fraudulent orders.
If you receive an error message, we suggest you contact the Credit Card Company by dialing the number on the back of the Credit Card to verify the address on file. In most cases, if a change is made, it can take up to 48 hours to be reflected.
If you attempt payment multiple times, you may see multiple pending transactions on your Credit Card statement for several days. These pending charges will clear in 3-5 business days.
My Order has been placed can I make a change?
Once an order is placed, Items cannot be added or removed from orders once placed, prices may not be altered, or coupon code redemptions applied. If the existing order has not shipped from our 3PL (Third Party Logistics), the order may be cancelled and a new order placed. For more help, please contact Customer Relations via email at NRCustomer.Relations@NorthernReflections.com or by telephone @ 1-877-467-5967
How can I Cancel my Order?
Orders can be cancelled prior to being shipped by our 3PL (Third Party logistics). If you wish to cancel an order, please contact Customer Relations via email at NRCustomer.Relations@NorthernReflections.com or by telephone @ 1-877-467-5967 to confirm cancellation.
What is eGift card?
eGift cards are virtual pre-purchased vouchers which can be used towards the purchase both Online & In-store.
How to redeem eGift card?
Northern Reflections eGift Cards can redeemed both Online & In-store. Enter the Gift Card code prior checkout to redeem Online and scan the barcode at the register desk In-store.
Can I redeem a physical Gift Card Online?
Yes you can. similar to eGift Card redemption, simply enter the Gift Card code at checkout to redeem your Gift Card Online.
Can I redeem Merchandise Credit Online?
No. Merchandise Credit can only be used in-store.
How to check my Gift Card balance?
To check your Gift Card balance, browse the store and add items to your cart as you normally would, proceed to checkout and type your gift card code into the 'Redeem Gift Card' box and click 'Go' to check the remaining balance. Don't worry the balance won't change until your order successfully placed.
Can I apply more than one Gift Card in the same order?
No. You can only redeem 1 Gift Card per online order.
Can I still buy a physical Gift Card Online?
No. We currently offering only eGift cards. Should you wish to purchase a physical Gift Card, visit one of our stores to purchase one.
What if the recipient does not have an Email address?
You are welcome to email the eGift voucher to yourself to print. Once received, physically present the voucher to the recipient.
During periods of high volume, there may be delays in processing & delivering orders. Rest assured, everyone is working hard to process and ship orders as fast as possible. We appreciate your patience.
Shipping within Canada
FREE for Orders of $49 or More *Standard shipping on orders delivering within Canada. Before taxes and after all discounts, coupons and Northern Friends Dollars are applied. Excludes Return Postage.
$7.95 on Orders Under $49 *Standard shipping on orders delivering within Canada. Before taxes and after all discounts, coupons and Northern Friends Dollars are applied. Excludes Return Postage.
Limited Time FREE SHIPPING Promotion:
*Free Shipping applies to Canadian online orders placed during the hours specified in email communication. Cannot be applied to previous online orders or in conjunction with future promotions. Excludes Return Postage.
Shipping to the Canadian Territories and some remote locations may take longer.
Gift Wrapping & Gift Receipts are not available.
Orders are shipped with price tickets attached, return instructions and a copy of the invoice. We are unable to accept special handling requests.
Delivery time may vary for orders to PO Boxes, according to the availability of Canada Post services.
|Service||Shipping Fee||Delivery Time|
FREE over $49*
$7.95 under $48.99*
3-7 Business Days
2-5 Business Days
*Refers to amount after all discounts and before taxes are applied.
Ship To Store
We are pleased to offer free shipping to any of our retail locations.
|Order Total||Shipping Fee||Delivery Time|
Up to 10 Business Days
(Days may increase during periods of high volume)
Once processed, the order status will change to “Shipped”. Ship to Store orders are shipped inside the regular stock shipment, and may take longer than home delivery. Tracking numbers are not available for Ship to Store orders. Once your order arrives in-store, an Associate will contact you via telephone to arrange for pickup. Normal delivery for Ship to Store Orders is up to 10 days.
Shipping To U.S.
All orders are processed in Canadian dollars and shipped with Canada Post / USPS. A flat shipping rate of $18.95 is added to all US orders, regardless of price.
|Order Total||Shipping Fee||Delivery Time|
5 to 10 Business Days
We do not offer Express Shipping to US addresses.
Shipping to Hawaii, Guam, AF bases and some remote locations may take longer. US Customs may impose duties on any orders. These fees are the responsibility of the purchaser.
To avoid unexpected duties or fees, please keep your orders below $700, as this is considered a purchase for personal use.
If you have any questions regarding customs duties and fees, please contact USA Customs.
A tracking number will be sent when the order has shipped.
We do not ship orders outside of North America.
The status of my order has been updated, what does it mean?
“Awaiting payment” means that we have received your order.
“Awaiting Fulfillment” or “Awaiting Shipment” means that your order is in the queue for processing. Once your order is processed, which may take up to 2 business days, the status will be updated. Don’t worry; we’re working hard to get your order to you as quickly as possible.
“Shipped” means that your order has been processed at our Distribution Centre and will be turned over to the carrier on the next business day. Depending on the destination, delivery times are currently estimated at between 3-7 business days. For locations where multiple Canada Post Depots are used, there may be additional delays.
RETURN & EXCHANGE
What is your Holiday Return Policy?
For Orders placed between October 1st and December 14th, 2023 a full refund will be issued until January 13th for the price paid with the original receipt. Merchandise must be unworn and in resaleable condition with the tickets attached. The refund will be applied to the Credit Card / PayPal account used at the time of purchase. Jockey, pierced earrings, and hand lotion are not returnable. Shipping fees, duty if applicable & return postage are non-refundable.
What is your Return Policy for Orders Placed After December 14th, 2023?
Returns for orders placed after December 14th the policy below will apply.
• With the original receipt within 30 days
A full refund will be issued for the price paid in the manner used on the original purchase - Cash, Credit, Debit, Gift Card, or Merchandise Credit. Merchandise must be unworn, in re-saleable condition with the original tickets attached. Pierced earrings, Jockey, and Bath & Body products are non-refundable.
• With a gift receipt within 30 days
A full refund will be issued for the price paid in the form of a Gift Card. Merchandise must be unworn, in re-saleable condition with the original tickets attached. Pierced earrings, Jockey, and Bath & Body products are non-refundable.
• Returns after 30 days
For in-season product, a Merchandise Credit will be issued for the original price paid or the current selling price whichever is less. Merchandise must be unworn, in re-saleable condition with original tickets attached. Aged product from prior seasons will not be accepted for returns or exchanges. Pierced earrings, Jockey, and Bath & Body products are non-refundable.
• Return with No Receipt
Without an original receipt or e-receipt, returns or exchanges will not be provided.
• Quality Issues
Merchandise with known manufacturing defects or quality issues outside of normal wear and tear will be refunded for the original price paid with proof of purchase within 30 days.
• Returns for Online Purchases By Mail
Online purchases may be returned by mail to our Distribution Centre at the address below. For returns received within 30 days of the order date we will gladly provide a full refund to the credit card or PayPal Account used at the time of purchase. For returns received after 30 days of the order date, a refund will be issued for the current selling price to the credit card or PayPal account used at the time of purchase. Shipping charges and return postage are non-refundable.
Attn: Northern Reflections eCommerce Department
2200 Yukon Court, Doors 171 & 172
Milton Ontario - Canada
Do you offer Price Adjustments?
• In-store Purchases
Yes! In-store only one price adjustment per item will be honored when the original receipt or e-receipt is presented.
How do I return my Online Order?
Online orders will arrive with instructions for returns. Customers can return by Canada Post or a Courier of their choice. Return postage is the Customers responsibility.
Can I return my Online Order to a store?
Yes, online orders can be returned or exchanged at any Northern Reflections store. For a seamless return, ensure to bring your Online Invoice.
Not sure about your size?
Click here to find your size for apparel & Jockey undergarments.
SMS & EMAIL
Is Northern Reflections closing in Canada?
No, Northern Reflections is absolutely NOT closing … in fact, we are growing!
With over 130 store locations across Canada and a booming online store, our leadership is focused on accelerating growth across both ecommerce and stores. We are reaffirming our commitment to providing you with a superior and seamless customer experience across all channels. From time to time we do close or move locations, and while we are always sad to leave our amazing communities, both our online store and Shop by Phone services remain available 365 days a year in both Canada and the US.