Frequently Asked Questions (FAQ)
You have the questions, we have the answers!
Contact & Support
How can I get in touch with True North Mode?
You can reach us via email at support@truenorthmode.us. Our team responds within 24 hours on business days. Messages received on weekends are answered on Monday.
You can also contact us through our Contact Page.
Can I contact you through social media?
Yes, you can contact us on Instagram @truenorthmode_ca.
However, to ensure a fast and accurate response please contact us through email at support@truenorthmode.us.
Payments
Which payment methods do you accept?
True North Mode accepts major payment methods including:
- American Express
- Apple Pay
- Google Pay
- Mastercard
- Shop Pay
- Visa
All transactions are processed securely through our payment provider. Your account will be charged once the order is confirmed.
For full details, please see our Payment Policy.
Shipping
When will my order ship?
Orders are typically processed within 1–2 business days. Shipping times may vary depending on your location. You will receive an email confirmation with tracking information once your order leaves our warehouse.
For full details, please see our Shipping Policy.
Can I change my shipping address after placing an order?
For security reasons, we are unable to change the delivery address once an order has been placed. Please double-check your address before confirming your purchase.
For full details, please see our Shipping Policy.
What if my package is lost or delayed?
Delivery times are estimates and may vary.
If your order is delayed, please check your tracking link first. If it has not arrived within 8 business days after the estimated delivery window, contact us and we’ll investigate with the carrier.
If a package is confirmed lost, we will arrange a replacement or refund where appropriate.
For full details, please see our Shipping Policy.
Orders
Can I cancel or modify my order?
Orders are processed quickly, so cancellations or changes cannot be guaranteed once an order has been placed. Please contact us immediately at support@truenorthmode.com and we will review your request.
For full details, please see our Shipping Policy.
I received the wrong item or size. What should I do?
If you received an incorrect item, including the wrong size, please contact us at support@truenorthmode.us with your order number and details of the issue. If confirmed, you may choose a replacement or refund in accordance with our Refund Policy.
For full details, please see our Return & Refund Policy.
How do I track my order?
A tracking number will be sent via email once your order ships. You can use it on our Track Your Order page or directly with the shipping carrier to monitor your delivery.
Returns & Exchanges
What is your return period?
You may request a return within 30 days from the date your order is delivered. Requests submitted after this period may not be accepted.
For full details, please see our Return & Refund Policy.
Can I exchange an item?
Yes. If you would like to exchange an item for a different size or colour, please contact us. Exchanges are subject to product availability.
For full details, please see our Return & Refund Policy.
Are shipping costs refunded when returning an item?
For change-of-mind returns, return shipping costs are the responsibility of the customer and are non-refundable. If the item is damaged, defective, or incorrect, return shipping costs will be covered by us.
For full details, please see our Return & Refund Policy.
Are there any restocking fees?
No. We do not charge any restocking fees on returns.
For full details, please see our Return & Refund Policy.
Still Need Help?
Reach out at support@truenorthmode.us and we’ll make sure you get the answers you need.