Frequently Asked Questions
PAYMENT
CREDIT CARD AUTHORIZATION FORM
Although your order will advise "payment method on file" this e-commerce website does not capture payment information, we process this manually with the payment method listed on an external file.
If this is your first order, please ensure you have sent the Credit Card Authorization Form to danielle@truenorthdistributors.com or a sales representative.
If you do not have a copy of this form, please download it here, and email it to danielle@truenorthdistributors.com notating your online order number.
SHIPPING & FREIGHT COSTS
SHIPPING
We offer free shipping on orders that meet the $99.00 pre-tax order value, so long as your shipping address is not an extended area.
The e-commerce website does not take this in to account, and automatically gives free shipping to any order that is above the $99.00 pre-tax amount, or adds $29.00 shipping to orders below this free shipping amount.
We process all online orders manually, so we will have our warehouse quote multiple options for the most economical shipping courier, and email you for approval. We appreciate your patience while we calculate this rate for you.
EXTENDED AREAS
We ship via Canpar as our standard shipping courier, any postal code that is listed as an "extended area" is subject to an additional freight charge. What this means is your shipping address is "remote" or outside of their regularly traveled route.
To help alleviate this additional shipping cost, we offer a 10% discount of your pre-tax amount if the order is above the $99.00 pre-tax minimum.
FUEL SURCHARGE
Due to the sharp rise in transportation costs due to fuel prices. Couriers are now charging us these extra fees for delivery to extended area properties. We are hopeful that these charges are temporary, and commodity pricing returns to some normalcy, so that we can revisit these surcharge fees in the future.
ADDITIONAL NOTES
If your order requires special instructions such as advising which Credit Card on file to use, shipping, etc., please add this in the "Special Instructions for Seller" notes section in your cart before proceeding to checkout. Please reference photo below.
ADJUSTING QUANTITY
If you are looking to add multiple quantities of a product, you can either click the (+) sign beside the quantity, or highlight that number and manually type in the desired quantity. Please see below.
If you have already sent your order through to checkout, but you have more items to add, please advise us as soon as possible by phone: 1-800-663-7913 or to email: danielle@truenorthdistributors.com. You may also add a secondary online order - but please reference "this is a secondary order in addition to online order #____, please ship these together" in the Notes Section "Special Instructions for Seller" shown above. We will do our best to accommodate this addition request, but unfortunately if we are advised too late and the original order has already shipped, it is subject to additional shipping charges if it does not meet the $99.00 pre-tax order value. **extended areas will incur additional shipping charges.
RETURN POLICY
If you are not completely satisfied with your product(s), we can accept a return of unused and unwashed item(s) within 30 days of purchase. A credit on your account will be issued once the return shipment has been received and inspected in our warehouse. Please note this credit can be used for your future orders by request.
We ask that you check all product(s) as soon as you receive the delivery, to ensure they are suitable, unfortunately we will not be able to accept returns beyond 30 days after purchase.
VIEWING ONLINE ORDER HISTORY
If you would like to view any of your previous online orders, this can be found by clicking your company name in the top right hand corner beside the "Log Out" button. Shown circled in green in the photo below.
Please note that any orders previously place via phone or email will not be able to be viewed on this portal.
SPECIAL ORDERED ITEMS
Some of our products such as Lighting and Bedspreads are items that we do not keep stock of in our warehouse, but rather create a special order from the manufacturer just for you. For this reason there are additional shipping charges that apply as well as minimum order quantities. Please contact us for any inquiries regarding these products as they are not found on the website.