Shipping & Returns

Shipping

When will my order ship out?

Completed orders containing all in stock items are usually shipped out within 48 business hours (excludes weekends and holidays). Once your order has been shipped out, the transit time of the shipping method you selected will apply.

How long does it take for a package to arrive?

Please note that all orders require 1-2 business days of processing time prior to shipping. Once a package has been shipped, transit times are as follows:

  • Canada Post Priority Mail (within Canada): 3-4 Business Days
  • Canada Post Priority Mail (To the USA): 1-2 weeks

The transit time of a package does not include weekends or holidays.

Do you ship to Military Addresses (FPO/APO)?

Yes, we happily accept and ship orders to military addresses. All orders shipped to military addresses are shipped via United States Priority Mail. Please note that all orders require 1-2 business days of processing time prior to shipping. After your order has been processed, please allow 2-3 weeks for delivery.

Please be sure to provide both the correct billing and shipping address when placing your order.

Returns & Exchanges

What is your return policy?

If for any reason you are not pleased with your purchase, and would like to return all or part of your order for an exchange or store credit, please make sure that your return meets the guidelines listed below. All returns and exchanges will receive prompt attention, and we will make every effort to expedite the handling of your return request.

  • Exchanges can be accepted within 30 days from the invoice date.
  • All items must be unused and in like-new condition.
  • Clothing must be unworn and unwashed.
  • All shoe boxes must have no shipping tape and must be undamaged.
  • All shoes must be unlaced and unworn (we recommend trying shoes on in a carpeted area using clean socks).
  • DVD's and Videos must be unopened.
  • Customers are required to pay for all shipping costs on returns (unless your order qualifies as a miss ship).
  • To return merchandise that is defective please contact customer support.
  • NORML does not issue refunds on shipping on returns/exchanges.
  • NORML does not issue refunds on shipping for canceled or refused orders after they have already been shipped.

Can I make an exchange?

If for any reason if you are not pleased with your purchase, and would like to exchange all or part of your order for different product, please make sure that your return meets our return guidelines. All exchanges will receive prompt attention, and we will make every effort to expedite the handling of your return request. Click here to view our return policy.

Can I return my product for a refund?

NORML does not offer cash refunds. However, we would be more than glad to offer in-store credit.

How do I send my package back?

We do not accept C.O.D.'s (Cash on Delivery). Please be sure to hold onto your tracking number until after the package as arrived back to our location.

Do I have to pay to ship back my package?

Yes, customers are required to cover all shipping costs on returns.

Do you refund shipping charges?

NORML does not issue refunds on shipping on returns/exchanges as well as on canceled or refused orders after they have already been shipped, unless your package qualifies as a miss ship or contains defective product.

Can I return or exchange my product at one of your retail locations?

Product purchased from NORML can be returned or exchanged at our retail locations. All returns and exchanges must be shipped back our address.

I received the wrong product. What should I do?

If you receive product that appears to be different from what is printed on your invoice, please contact us as soon as possible. You will be asked to provide the following information:

  • Your invoice number
  • A description of the merchandise that you received, including color and size
  • The product number and description that appears on the sticker (this sticker contains a bar code and a price)

Your order will receive prompt attention, and NORML will make every effort to expedite the handling of your miss shipped package.

My package is missing an item. What should I do?

If an item that was ordered appears missing from your package, please contact us as soon as possible. We will then begin an investigation by comparing shipped weight and do an inventory match. If the item was not shipped to you, we will send a replacement using the shipping method from the original order.

I received defective product. What should I do?

If you feel that the product has a manufacturing defect, please complete the following steps:

  • Please contact us
  • Explain the defect to your customer service representative (they will determine whether or not it qualifies as a defect)

Once your package has been returned to us, our returns department will inspect the product and determine whether or not it qualifies as manufactured defective product. If it does, we will promptly take action to replace the item.

Please review the follow reasons why an item cannot be considered as a defective product:

  • Any shoe with wear and tear.
  • Shrunken or worn clothing

International Orders

What countries do you accept international orders from?

We are able to accept international orders only from the following countries:

  • Australia
  • Austria
  • Belgium
  • Denmark
  • England
  • Finland
  • France
  • Germany
  • Holland (Netherlands)
  • Hong Kong
  • Ireland
  • Italy
  • Korea (South Korea)
  • Latvia
  • New Zealand
  • Norway
  • Scotland
  • Spain
  • Sweden
  • Switzerland
  • UK
  • United States of America

Please note that all international orders will require further billing verification after an order has been placed.

How much does shipping cost?

Please contact us for an internatioal shipping quote. Please provide the country, postal code and products you wish to order.

Am I responsible for taxes/tariffs/brokerage fees upon delivery?

There is a possibility that the shipping company will require additional fees at the time of delivery. These fees may include taxes, duties, tariffs, brokerage, and any other fees that may be specifically related to your country. Customers are responsible for all fees due upon delivery. Please note that customers are also liable for shipping charges and fees on refused packages.

How much does taxes/tariffs/brokerage fees cost?

NORML is not provided with the cost of taxes/tariffs/brokerage fees, etc. To estimate the cost of these fees, please visit the UPS web site.

How long does shipping take?

All international orders are shipped via Canada Post. Transit time is estimated to take about 3 - 14 business days. Please note that all orders require 1-2 business days of processing time prior to shipping.

What are the size conversions between the U.S. and my country?

Please refer to Clothing Size Conversions website.

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