Refund policy

Because most items in our shop are made to order, we can’t accept returns or exchanges for change-of-mind purchases, preference changes, or incorrect size selection once an order is placed.

If your order arrives damaged, defective, or incorrect (we sent the wrong item), we’ll make it right. Please contact us within 7 days of delivery with your order number and clear photos showing:

• the damage (close-ups and one wider shot)

• the entire item

• the packaging (including any visible damage)

Once we review it, we’ll arrange a replacement (or a refund if a replacement isn’t possible).

If tracking shows “delivered” but you can’t locate the package, please check with household members/neighbors and your local carrier first, then reach out and we’ll help you take the next steps.

Approved refunds are issued to the original payment method (timing depends on your bank/payment provider).

Questions? Email us anytime at sales@borealtrailco.com.