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Free Shipping on orders of $50 or more! Need assistance? Call us, we are the fireplace and chimney experts! Low Prices Guaranteed with Price Match!

30 Day Money Back Guarantee

We believe in only selling products we would be proud to use in our own homes. While many companies claim that their goal is 100% customer satisfaction, we really mean it.

If you are not 100% satisfied with your purchase you may return it with or without original packaging in “re-sellable” condition for an exchange or refund within 30 days after the date you receive your merchandise.

What does “re-sellable” mean?

It means we expect you to use (try) the products you buy from us. Test them out, make sure our products meet your standards for quality and performance and make sure they meet your needs. After “normal” use, if they do not meet your standards or needs we’ll happily take them back and give you a full refund within 30 days of the day you receive your product with or without original packaging.

Yes, there are some exceptions

  • Products that are custom ordered like custom chimney caps, custom screens and other customized products are not eligible for returns unless specifically noted on the product.
  • Products that are Special Order items are noted as such and cannot be returned.
  • When you return products that were shipped to you for free (products over $50 or other free shipping offers) you get a full refund minus the original outbound shipping costs. Orders not eligible for free shipping will receive a refund for the amount of the returned product only.
  • Less than perfect (LTP) items are sold AS-IS and CANNOT be returned.
  • Used consumer products like gel fuel and creosote remover cannot be returned.

 

Damaged Returns

Damaged merchandise includes items that have been damaged in route. If a shipment arrives at your door with obvious shipping damage, please refuse the delivery. If you have already accepted delivery and then find shipping damage, please call our customer service line immediately. Save all packaging material and paperwork. If you attempt to return the merchandise without speaking to a Northline Express representative, you will jeopardize your chances of making a claim, and you may not receive credit for the return.

Should you need assistance with a return, please call us at 1-877-734-2458 or e-mail us at [email protected] for instructions

Frequently Asked Questions

  • Q. If I buy a fireplace tool set, assemble it, use it, and determine that I’m not satisfied with the quality can I return that even though I’ve used it, poked my fire etc?
  • A. Absolutely
  • Q. Am I responsible for any shipping charges?
  • A. Yes, you are responsible for the return shipping charge on all returns.
  • Note: Products that have been misused, abused or neglected are not eligible for return. For example, if you run over your fireplace tool set with your car, you can’t return it. If you put a hole in your fireplace screen…you can’t return it.

 

How to Request a Return Authorization

We offer several ways for you to request a return. All returns must first be issued a Return Authorization Number (RA#). To request an RA# please follow one of the options below:

Automated Returns are the fastest way to receive an RA#. Go to our Returns Center to get started.
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Give us a call at 877-734-2458 and request a Return Authorization number. Our Customer Service hours are Monday through Friday 8:00 AM - 7:00 PM EST.
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Request a Return Authorization number using our live chat.


Receiving Your Refund

As soon as you return your item to us and it's received into our system, we will expeditiously send a refund request to your bank. Please note that while the funds are instantly deducted from our account, some banks may take 5-7 business days to process and post these refunds to your account.

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