Northwest Backpack Customer Satisfaction Policies

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Policies





Shipping

Orders received before 10:00 A.M. Pacific Time are processed as soon as possible and will usually ship on the same day. We make every effort to ship all orders without delays. There is no shipping on weekends or holidays. Delivery times do not include weekends or holidays.

Stated delivery times are business days and approximate only. Delivery times are in the control of the shipping company.

Orders having large quantities, oversized items, or considered hazardous materials by the shipping carrier, may require additional shipping fees. You will be contacted by e-mail should this apply.

All orders must be paid in U.S. funds. Personal checks and money orders gladly
accepted. Please notify us prior to sending checks or money orders so we can
note on your order.

Orders paid for by personal check, e-check, or bank funds will not be shipped prior to the funds clearing the bank.

Orders shipped to FPO/APO and PO are shipped USPS Priority Mail. Select
USPS Priority rate or contact us for additional information.

Free shipping promotions are for ground delivery within the 48 contiguous
states. For all other locations or alternate methods of shipping, a discount equal to the value of the promotion will be calculated and a credit will be applied.


International orders may take an additional amount of time for delivery due to customs clearance.

The recipient is responsible for all duties, taxes and Customs fees on
International orders.



Customer Satisfaction/Returns

Customer Satisfaction/Returns
Except as noted in this policy, you may return your purchase if for any reason you are not satisfied with a product for the first 1 year from the date of sale. You must contact our Returns Department for a Return Authorization number before returning any merchandise.
To ensure proper credit, please clearly mark the R.A. number on the outside of the box with your returned merchandise.

We will not accept returns on the following items:

Damaged or Warranty issues. Please contact the manufacturer.
Special order or discontinued items
Climbing equipment (ropes, harnesses, hardware, etc)
Food products
Electronics (unless prior approval is obtained)

This returns list is intended as a general guide line. Please contact us to make sure your item is eligible for return.

IMPORTANT NOTES:

Failure to follow the procedures and limitations in this return policy could eliminate eligibility for return and subject the return to a restocking fee of 15%.


Items returned during the first 1 year from the date of sale will receive a full refund less applicable shipping charges. Items returned after one year will receive a refund less a 20% restocking fee and applicable shipping charges.

Returned items must be in new unused condition with all packaging, tags and literature.

Return shipping is your responsibility and must be pre-paid as we will not accept any return by C.O.D.

You are advised to insure the merchandise for the purchase price for your protection should it be lost or damaged in return shipment.

All refunds will be credited to the payment form used for the original purchase.

Exchanges are subject to availability. A refund will be processed if the product is unavailable.

Orders returned to us by a delivery carrier as refused, bad address, or any other reason without prior notification or authorization will be subject to a minimum 20% restocking fee plus our actual shipping costs at our discretion.

In the event that the items being returned received free shipping on the original order, the net refund will be the purchase price of the items less our actual shipping costs.



YOU MUST INCLUDE A COMPLETED PRODUCT RETURN FORM FOUND HERE:
Product Return Form

This form requires Adobe Acrobat Reader. You can download it at http://www.adobe.com/products/acrobat/readstep2.html


Please return merchandise to:

Returns
NW Backpack
919 Hilltop Dr
Ephrata, WA 98823



Warranty Procedure

All warranty claims or returns are handled by the product manufacturer. We are not a warranty repair station, therefore, we cannot accept returns due to defective material or workmanship caused by the manufacturer, please contact the manufacturer Please feel free to contact us if you require any assistance with a warranty issue.

Questions? Contact us at:

Customer Service/Returns.



Factory Direct Shipments

To expedite your order, some items not stocked presently in our warehouse, may be shipped directly from the manufacture or supplier. For this reason, these items may arrive separately from other items in your order. Factory direct shipments are usually shipped same day on orders placed before 10:00 AM PST and next business day for all others. Items shipped directly from the factory or supplier will not usually create any additional shipping delays and will only be shipped to locations within the 48 contiguous states without prior notification. Please contact us for locations other than within the 48 contiguous states to make arrangements.


Privacy

NW Backpack Specialties is committed to the protection of your privacy. The following statement will explain our policy in greater depth. If you have questions, you may e-mail our customer service department, at any time. Contact us at:

Customer Service.


When placing an online order with NW Backpack Specialties, the information that we collect from you, is used solely for the purpose of processing your order and servicing your account. We will need your name, e-mail address, credit card billing address, contact phone number, credit card number, expiration date, and security code. This information allows us to process your order and provides us with a way to contact you, should we have a question concerning your current order. After you place an online order with NW Backpack Specialties, a copy of that order is sent to you via email for your records.

When you visit or place an order with NW Backpack Specialties, you are given the option of becoming a VIP Member and/or joining an electronic mailing list for announcing special sales, discounts, and other general announcements of interest to our customers.

You may unsubscribe from this list at any time.

NW Backpack Specialties will never sell, rent or distribute your e-mail address to any other company or organization.



Use of Cookies

To shop online with NW Backpack Specialties, your internet browser must be set to allow cookies, a small bit of text used by your browser to uniquely identify you to our web server. If your browser is set to reject cookies you will not be able to add anything to your shopping cart. We use cookies to make sure that when you add something to your shopping cart it goes into your cart and not another persons. We also use cookies to track how many unique visitors we have daily and general buying trends within our site. This information is only for our internal use and will never be distributed to any other parties.




Legal Disclaimer

WARNING!! Some aspects of mountaineering and other related outdoor activities are potentially hazardous. Any person using this equipment is personally responsible for their own safety in the indoors and outdoors. NW Backpack Specialties and its parent company, Pacific West Enterprises Inc., do not offer instruction on the proper use of the technical equipment we sell. Books can help but are no substitute for qualified personal instruction with an emphasis on using all appropriate techniques and backup systems. The information on our website is provided for making purchasing decisions only. Testing results, equipment ratings and specifications, are provided by the product manufacturer. NW Backpack Specialties and Pacific West Enterprises Inc. do not warrant the accuracy of the test ratings and specifications provided to it by the manufacturer. If the purchaser contemplates subjecting any piece of equipment contained in this catalog to any rigorous use which may approach the stated test rating contained on the website, the purchaser should first contact the manufacturer prior to use to obtain further test rating information. The products on this website are intended for recreational use only. NW Backpack Specialties and Pacific West Enterprises Inc. shall not be liable for any damages, injuries or loss of life arising from use of the products featured and/or purchased on this website. Please check your equipment after each use for possible damage or signs of excessive wear. An early retirement is the prudent course of action for any piece of questionable gear.

 
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"I just wanted to say thanks for your reply. Again, I thought the pack was beautiful and would not hesitate to do business with you again."
Kathy


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