Frequently Asked Questions
Everything you need to know about your Northline Express experience.
How long will it take for my order to ship?
Most in-stock items ship within 1-2 business days. Custom fireplace doors or oversized hearth products may require additional lead times as specified on the product page.
What is your return policy for home and hearth products?
We offer a 30-day return window for most unused items in their original packaging. Please note that custom-made items and gas-burning equipment that has been installed are not eligible for return.
Do you offer free shipping on large items?
Yes, we offer free ground shipping on many orders over $99 within the contiguous United States. Freight charges may apply to exceptionally heavy items like wood stoves or large outdoor grills.
What should I do if my order arrives damaged?
Inspect your delivery immediately. If you notice damage, please refuse the shipment or note the damage on the delivery receipt and contact our customer service team within 48 hours.
Are your products covered by a warranty?
All products carry the full manufacturer's warranty. Northline Express stands behind the quality of our hearth and home goods and will assist you in coordinating with the manufacturer for any warranty claims.
Can I track my freight shipment online?
Yes, once your order ships, you will receive an email with a tracking number and the carrier's information so you can monitor your delivery every step of the way.