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FAQ

- Frequently Asked Questions -

WHERE CAN I SHOP?

SHOP ONLINE

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.

 

Image for Shop In Store
SHOP IN STORE

Click here for store locations and operating hours.

See below for our Safety Protocols.

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
ORDER & PAYMENT
SHIPPING
RETURN & EXCHANGE

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. By setting up an Online Shopping Account, placing orders is faster and less cumbersome.  

Due to system limitations, we are not able to save Credit Card / PayPal and Northern Friends Reward Account information at this time. This information will need to be entered each time you place an online order.  

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. A Northern Friends Reward Card is a loyalty program where you earn reward dollars when shopping in-store or online. The loyalty program is not linked to the Northern Reflections Online Shopping Account.  

For inquiries about your Northern Friends Reward balance, 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 and PayPal. We do not accept Visa Debit at this time.

To apply a Northern Reflections Gift Card to your online purchase, add a comment including the Gift Card # and the amount you wish to redeem in the “Order Comments” box when checking out or contact our Customer Relations Team @ 1-877-467-5967 for assistance

To apply Northern Friends Reward Dollars to your online purchase, add a comment in the “Order Comments” box when checking out or contact our Customer Relations Team @ 1-877-467-5967 for assistance.

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?

A minimum of $25 Northern Friends dollars is required to be eligible for redemption. To redeem, simply add a note in the comment box with the value of the reward dollars that you would like to redeem. A Credit Card is required initially to place the order. Once the adjustment is made, an updated invoicerepresenting the adjusted total will be emailed to you. The original invoice will no longer be valid. Once the order is processed, the Credit Card provided will be charged the new adjusted amount.

 

If the Northern Friends rewards balance covers the entire cost of the order, you will receive an “Order Cancellation” email. Rest assured; your order will not be cancelled. This action is needed to release the pre-authorization on the Credit Card / PayPal account provided at the time of purchase. Northern Friends dollars cannot be applied to shipping charges.

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 taxes & shipping.

 

To earn Northern Friends Rewards, simply enter the Northern Friends Reward Card # or the telephone # associated with the account on the checkout page.

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, changes including colour, size, fit & style cannot be made. Items cannot be added or removed from orders once placed. For more help please contact Customer Relations via email at [email protected] or by telephone @ 1-877-467-5967.

How can I Cancel my Order?

Orders can be cancelled prior to being moved to “shipped” status. If you wish to cancel an order, please contact Customer Relations via email at [email protected] or by telephone @ 1-877-467-5967.

SHIPPING

Shipping within Canada

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.

*Free Shipping applies to online orders placed on Monday, April 25th, 2022 and shipping within Canada only. 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.

 

The online purchase of Northern Reflections Gift Cards requires a signature upon delivery. A Canada post tracking number will be provided when the order has shipped. Visit Canada Post website for tracking details.

Delivery time may vary for orders to PO Boxes, according to the availability of Canada Post services.

Service Shipping Fee Delivery Time

Standard Shipping

FREE over $49*

$7.95 under $48.99*

3-7 Business Days

Express Shipping

$16.95

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

No Minimum

Free Shipping

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

All

$18.95

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.

International Shipping

We do not ship orders outside of Northern 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

Not sure about your size?

Click here to find your size for apparel & Jockey undergarments.

What is your return and exchange policy?

• Returns & Exchanges for In-store and Online Purchases

Purchases made in-store or online may be returned to any Northern Reflections location for a refund or exchange. Merchandise must be unworn & unwashed with price tickets & tags attached. Returns for in-store purchases cannot be accepted by mail.

 

For returns with the original Store Receipt or Online Customer Invoice within 30 days of the purchase date we will gladly provide a full refund in the manner in which it was originally paid. For returns with a gift receipt within 30 days of the purchase date we will provide a merchandise credit for the original price paid.

 

For returns after 30 days with or without a Store Receipt or Online Customer Invoice a merchandise credit will be issued for the current selling price or an exchange for merchandise equal to the current selling price will be provided.

 

Jockey, gift cards, and bath & body products are non-refundable.

 

• 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.

 

DSV Solutions
Attn: Northern Reflections eCommerce Department
2200 Yukon Court, Doors 171 & 172
Milton Ontario - Canada
L9E 1N5

Do you offer Price Adjustments?

• In-store Purchases

One price adjustment per item will be honoured within 7 days of the original purchase date upon the presentation of the original receipt.

• Online Purchases

One price adjustment per item will be honoured by contacting Customer Relations @ 1-877-467-5967 or [email protected] within 7 days of the order date. After the price of an item(s) is adjusted, an updated invoice will provided and the original invoice will no longer be valid. Orders that originally qualified for free shipping that fall below the free shipping threshold after the price adjustment is completed will be subject to our posted shipping fee and will be applied accordingly.

Merchandise Credit

A merchandise credit may be used for the purchase of merchandise at any Northern Reflections store however, it cannot be used towards the purchase of a Northern Reflections gift card. There is no expiry date on a merchandise credit. A merchandise credit is equivalent to cash and cannot be reissued if lost or stolen.

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.

OTHERS

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.