Frequent Questions

Frequently Asked Questions:
Re-opening Stores, Returns & Delivery Delays During COVID-19


NOTE: We’re experiencing high order volumes and additional delays in Canada Post services due to COVID-19. Delivery times are taking longer than expected. Canada Post is doing their best to keep tracking updated on their website however, your order may not arrive by the date indicated. Rest assured, everyone is working hard to ensure your order is processed and to your door as fast as possible. We appreciate your patience and do apologize for any inconvenience.

When will Northern Reflections stores be re-opening?

The health and safety of our Customers and Associates is more important than ever, and we will be implementing a phased opening strategy over the next few weeks to ensure we’re welcoming you into the safest environment possible.

For the most up to date information, visit our Open Stores Chart here or our Store Locator which reflects current store status and hours.

If you currently receive emails from us, please keep an eye on your inbox as we’ll be sending email updates to keep you in the loop.

How will you be keeping Customers and Associates safe in stores?

The cleanliness of our stores is always a top priority for us and is now more than ever. Following guidance from public health officials and government agencies we have implemented additional measures to support the collective efforts against COVID-19 and to ensure the safety of our Customers and Associates alike.

- During peak times, a dedicated associate will assist and ensure compliance with health & safety procedures. 

- Hand sanitizer provided and required upon entry.

- Regular cleaning & disinfecting of surfaces - especially high touch and traffic areas.

- We encourage no-contact payments. Debit and Credit is preferred.

- Provincial physical distancing guidelines and maximum number of people in stores.

- Floor markers installed in cash and fitting room areas to help maintain 2 metre physical distancing.

- 1-way directional floor arrows installed throughout each store.

- Fitting rooms will be wiped down and sanitized after each use.

- All tried-on & returned items will be held in quarantine for 24 - 72 hours before returning to sales floor (as per government guidelines).

- Associates have been provided with Personal Protective Equipment (PPE).

- Associates are required to administer, and pass, the Government Health Assessment before each shift.

- Associates are encouraged to stay home if they are not feeling well.

I have something I would like to return in-store. What do I need to know?

Because we know you may prefer to stay home a little longer, we have extended our return policy. In-store & online purchases, dated from February 1st, 2020 may be returned to a Northern Reflections store for up to 30 days after its re-opening date - unless otherwise specified by provincial government officials. Please check the store listing here to verify store and return information. 

As always, our Customer Relations team remains here to help. Please call us @ 1-877-467-5967 with any questions or concerns.

Please note: All items will be held in quarantine for 24-72 hours (as per provincial requirements) before returning to the sales floor.

I'm ready for new spring clothes! Where can I shop?

Shop Online Anytime @ northernreflections.com - we’re here for you 24/7

Shop By Phone for a more personal touch and friendly, helpful advice. 
Phone a Friend @ 1-877-467-5967 – Monday to Friday 8am - 8pm + Saturday 9am - 6pm & Sunday 11am - 4pm ET

Shop In Select Stores: Click here for details.

Do I earn Northern Friends Rewards for online purchases?

Yes you do! To Earn Rewards, simply add your Reward Card # or Telephone # on the checkout page.

I'm having trouble adding an item to my cart. What am I missing?

To add an item to your cart, select an option for – Colour, Fit & Size (even if there’s only ONE option) then, click on “Add to Cart”. If you’re still having difficulty, contact Customer Relations @ 1-877-467-5967 and we will be happy to assist you.

When will my order be shipped?

Northern Reflections continues to fulfil online orders daily – Monday thru Friday however, due to high increases of order volume it may take 7 -10 business days for your order to be processed. Until then, your order will remain in “Awaiting Payment” status. 

You may notice that the initial pending transaction on your Credit Card or PayPal Account has been released or is no longer visible … please don’t worry, once the order is processed, your Credit Card / PayPal account will be charged.  

Once your order is processed, you'll receive an email with a Canada Post Tracking # and you can follow the progress there.

How long will it take for my order to arrive?

Canada Post deliveries are taking longer than usual to arrive. We are currently estimating 12 (or more) business days from when you receive a shipping confirmation email.

Canada Post is doing their very best to keep tracking updated on their website, however you may notice that there are no additional scans for several days as Canada Post is also backlogged due to volume. But don’t worry, it is on its way! 

Please note: Canada Post is working hard to get your order to your door as quickly as possible however, due to extremely high volume demand, the actual delivery date may exceed the date indicated in the shipping confirmation email given the current conditions.

If I order something and it's not suitable, how do I return it?

In-Store: Purchases dated from February 1st, 2020 may be returned to a Northern Reflections store up to 30 days after its re-opening date. Click here for store info. 

By Mail: Returns will be accepted by mail for up to 60 days from the original order date. Simply follow the instructions that arrive with your order!

Not sure about your size?

We have a handy Size Guide to help! Click here to find your size for apparel & Jockey undergarments.

How much is shipping to my home?

Enjoy FREE STANDARD SHIPPING on all orders shipped to you within Canada.

How can I pay for my online order?

Shop with confidence knowing we are powered by GeoTrust, the provider chosen by 89% of Fortune 500 companies to ensure safe and secure transactions. 
We accept Visa, MasterCard, Amex or PayPal.

I’ve paid with my credit card but my order says it’s “awaiting payment”… 
What does that mean??

“Awaiting payment” means that your order is in the queue for processing. Once your order is processed, which may take up to 5 business days, the status will be updated. Don’t worry, we’re working hard to get your order to you as quickly as possible.