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You can check the status of your order here.

Can I cancel or edit my order?

Order Cancellation

Before Shipment:

• You can cancel your order for a full refund if it has not yet been shipped.

After Shipment:

• If the order has already been shipped, please follow the return procedure after receiving.

How do I return or exchange an item?

Here is our return process.

What is your shipping policy?

Click here.

How do I contact Customer Support?

Contact us here.

What are the payment options?

Here are our ways to pay.

Return and Refund Policy

Effective Date: May 6, 2025

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Northwoods Fire and Patio website located at www.northwoodsfireandpatio.com  ("Website").

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

• Email: support@northwoodsfireandpatio.com

• Phone: 715-469-6913

• Address: 1034 24 3/4 Street, Cameron, WI  54822

• Hours: Monday–Friday, 9:00-5:00 CST

3. Return Eligibility

Customers in The United States of America have the right to cancel their purchase and return the product within Seven (7) days of receipt without providing any reason, subject to the conditions outlined below.

3.1 Conditions for Return

• Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.

• Original Packaging: The item must be in the original packaging, with all labels and tags attached.

• Proof of Purchase: A receipt or proof of purchase is required as well as a Return Merchandise Authorization (RMA).

4. Return Process

4.1 Initiating a Return

To initiate a return:

1. Contact Customer Service:

• Email us at support@northwoodsfireandpatio.com  or call 715-469-6913 within Seven (7) days of receiving your order.

• Provide your order number and a detailed reason for the return.

1. Return Authorization:

• After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a prepaid shipping label.

4.2 Preparing Your Return

1. Package the Item Safely:

• Securely pack the item in its original packaging.

• Ensure all accessories, manuals, and free gifts are included.

1. Include Documentation:

• Include the RMA and any necessary supporting documents or images.

1. Attach Shipping Label:

• Download and print the return shipping label provided in our email.

• Affix the label to the outside of the package.

4.3 Shipping the Return

• Shipping Method:

• Use the shipper designated by the shipping label provided to you by Northwoods Fire and Patio.

• Ship the package within 7 days of receiving the Return Merchandise Authorization and shipping label.

5. Return Shipping Costs

• Customer Responsibility:   All return shipping costs are the responsibility of the customer

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

• Eligibility:

• Items must be unused, undamaged, and in original packaging.

• Return request must be made within Seven (7) days of receipt.

• Refund:

• A refund will be issued to the original payment method, minus any applicable restocking fees (typically 25% of original purchase price).

6.2 Defective or Damaged Goods

• Notification:

• Contact us within 48 hours of receiving the item.

• Documentation:

• Provide photos or videos of the defect or damage.

• Resolution:

• We will offer a replacement or a full refund, including return shipping costs.

6.3 Incorrect Product Received

• Notification:

• Inform us immediately upon receipt.

• Resolution:

• We will arrange for the incorrect item to be returned (at our expense) and ensure you receive the correct product.

6.4 Product Never Arrived

• Notification:

• Contact us if your product does not arrive within the estimated delivery time.

• Resolution:

• We will initiate an investigation with the carrier.

• If the product is confirmed lost, we will offer a full refund or send a replacement product.

6.5 Order Cancellation

• Before Shipment:

• You can cancel your order for a full refund if it has not yet been shipped.

• After Shipment:

• If the order has already been shipped, please follow the return procedure after receiving the product.

7. Exceptions to the Return Policy

The following items are non-returnable and non-refundable:

• Custom or Personalized Products:

• Items made to your specifications/customizations or clearly personalized.

• Perishable Goods:

• Such as food, flowers, newspapers, or magazines.

• Intimate or Sanitary Goods:

• Including underwear, swimwear, and personal care items, unless unopened and unused.

• Gift Cards and Downloadable Software Products.

 8. Refunds

8.1 Refund Conditions

• Approval:

• Refunds are issued 7 days after we receive and inspect the returned item.

• Notification:

• We will notify you via email regarding the approval or rejection of your refund.

• Condition:

• Items must meet the return eligibility criteria outlined in Section 3.

8.2 Refund Processing

• Method:

• Refunds will be processed to the original payment method used at the time of purchase.

• Time Frame:

• It may take up to 14 days for the refund to appear in your account, depending on your bank or credit card issuer.

8.3 Partial Refunds

Partial refunds may be granted in certain situations:

• Condition Issues:

• Items not in original condition, damaged, or missing parts for reasons not due to our error.

• Late Returns:

• Items returned more than Fourteen (14) days after delivery.

9. Exchanges

• Eligibility:

• We replace items if they are defective, damaged, or incorrect.

• Process:

• To request an exchange, contact us at support@northwoodsfireandpatio.com

• Shipping Costs:

• For defective or incorrect items, we cover the shipping costs.

• For exchanges due to change of mind, customers are responsible for shipping costs.

10. Timelines

• Return Window:

• Returns must be reported and shipped within 14 days of receiving the product.

• Return Processing:

• After receiving and inspecting the returned item, we will process the refund within 7 days.

• Refund Period:

• It may take up to 14 days for the refund to appear in your account after approval.

11. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

14. Questions and Support

For more information, please:

• Contact our Customer Service team:

• Email: support@northwoodsfireandpatio.com

• Phone: 715-469-6913

Note: By making a purchase on our Website you agree to this Return and Refund Policy.

Website: www.northwoodsfireandpatio.com

Company Name: Northwoods Fire and Patio

Street Address: 1034 24 3/4 Street, Cameron, WI 54822

Email: Support@northwoodsfireandpatio.com

Contact Form: https://northwoodsfireandpatio.com/pages/contact

Phone: 715-469-6913

Customer Service Hours: Monday-Friday from 9:00 to 5:00 CST