Policies & Process

Effective Date: January 1, 2026

Policy Version: 2026-01-01

This page includes North Country Fire’s policies and processes for shipping, delivery, damage claims, returns, refunds, cancellations, exchanges, warranty support, optional Extended Shipping Protection, payment disputes, chargebacks, non-payment, collections, governing law, and forum selection.

North Country Fire is operated by Apolaustic Inc. For purposes of these policies, “North Country Fire,” “we,” “our,” and “us” mean Apolaustic Inc. operating North Country Fire. References to manufacturers, warehouses, distribution partners, freight carriers, parcel carriers, payment processors, and other third parties describe their role in fulfillment, shipping, service, claims, payment processing, or policy enforcement and do not make them parties to these policies unless expressly stated in writing.

By placing an order with North Country Fire, you agree to these policies.

North Country Fire works with a network of manufacturers, warehouses, distribution partners, freight carriers, and parcel carriers to fulfill and deliver orders. Because fulfillment and shipping are handled through this distribution network, shipping claims, damage claims, shortage claims, missing-item claims, incorrect-item claims, return approvals, replacement approvals, refunds, and payment-dispute outcomes depend on timely documentation, carrier records, warehouse inspection records, manufacturer records, and customer compliance with the procedures below.

These policies are material terms of sale.

Important Terms at a Glance

This summary is provided for convenience only. The full policy below controls.

Damage, shortage, missing-item, and incorrect-item claims must be reported within 24 calendar hours of delivery.
Visible freight damage must be noted on the bill of lading, freight bill, delivery receipt, or electronic delivery record before the driver leaves.
Customers should photograph shipments from all sides as soon as they see or receive the shipment.
Returns require written approval before shipment.
The customer is responsible for return shipping on standard returns.
Approved standard returns are subject to a 20% restocking fee.
Returned items and packaging must be in sellable condition.
Not all orders are eligible for free shipping.
Additional shipping or freight costs may apply for limited-access locations, remote locations, difficult deliveries, carrier restrictions, or other special delivery circumstances.
Optional Extended Shipping Protection, when purchased for an eligible order, provides expedited handling for valid, timely, properly documented shipping-damage claims. It does not waive customer receiving duties, does not extend the damage-reporting deadline, and does not cover theft, loss in transit, loss after delivery, buyer’s remorse, standard return shipping, restocking fees, installation damage, labor, or consequential costs.
Chargebacks, payment reversals, retained merchandise, and unpaid balances may be pursued by all lawful means available, including recovery of permitted costs and attorney’s fees where allowed by law.

Business and Legal Contact Information

North Country Fire
Apolaustic Inc.
PO Box 2342
North Conway, NH 03860

Damage, shortage, missing-item, and incorrect-item claims must be submitted through the North Country Fire Contact Us / Report Shipping Damage form:

Submit a Damage Claim

If the form is unavailable, the customer must submit written notice through another current North Country Fire support channel and should retain timestamped proof of submission.

Customer-service chats, product questions, order-status requests, return requests, warranty requests, and general support messages do not constitute formal legal notice unless North Country Fire expressly confirms receipt as legal notice in writing.

Legal notices, attorney correspondence, collection disputes, and formal demands must be sent in writing to:

North Country Fire
Apolaustic Inc.
PO Box 2342
North Conway, NH 03860

Pricing and Item Description

North Country Fire makes every reasonable effort to correctly portray the items, pricing, descriptions, specifications, images, availability, and information contained on this website.

In the event of pricing errors, description errors, product information errors, availability errors, typographical errors, technical errors, or other listing errors, North Country Fire may correct the error after discovery and may cancel, refuse, or modify an order with written notice to the purchaser.

To the fullest extent permitted by law, North Country Fire will not be held liable for pricing errors, description errors, image errors, informational content errors, manufacturer specification changes, or website listing errors.

North Country Fire reserves the right to cancel any order or refuse shipment at any time if an item is incorrectly priced, incorrectly described, unavailable, discontinued, subject to manufacturer restriction, subject to carrier restriction, or otherwise unable to be fulfilled as ordered.

North Country Fire relies on a heavily automated ordering and fulfillment process to provide fast service. For this reason, once an order is placed, the customer’s payment method may be automatically charged.

Once an order has been placed, price adjustments cannot be made at any time for any reason. This includes sale items, discounted items, pricing updates, coupons, discount codes, promotions, proposed price matches, manufacturer price changes, or advertised price changes.

Gift certificates, coupons, discount codes, and promotional offers must be presented or entered at the time of purchase and cannot be applied to previous purchases.

North Country Fire reserves the right to change product pricing at any time.

If the correct price has not been updated on the website before a product is ordered, North Country Fire may notify the purchaser of the corrected price. The purchaser may then cancel the order for a full refund or approve the corrected price.

Item descriptions, specifications, dimensions, finishes, colors, images, diagrams, and other product information may be based on information provided by manufacturers, suppliers, distributors, or other third parties.

Due to the nature of digital photography, screen displays, lighting, product updates, production variation, and manufacturer-provided information, North Country Fire is not responsible for perceived differences in color, finish, texture, appearance, dimensions, design, or other product attributes between website images, website descriptions, manufacturer images, manufacturer descriptions, and actual products.

Product Compatibility, Code Compliance, and Installation

The customer is responsible for verifying product compatibility, dimensions, clearances, venting requirements, fuel type, electrical requirements, local code requirements, permit requirements, installation requirements, and site conditions before placing an order.

North Country Fire may provide product information, manufacturer information, and general guidance, but the customer is responsible for confirming suitability with a qualified installer, contractor, inspector, authority having jurisdiction, or other qualified professional before purchase and installation.

Products that have been installed, connected, modified, burned, used, assembled, or altered are not eligible for return because of incompatibility, sizing issues, code issues, installation issues, customer selection error, or site-condition issues.

Order Processing and Fulfillment

Orders are processed, routed, packed, staged, transferred, and shipped as quickly as possible through North Country Fire’s fulfillment and distribution network.

An order confirmation does not guarantee that an item is available, shippable, correctly priced, correctly described, or accepted for fulfillment.

North Country Fire may fulfill an order from its own inventory, a manufacturer, a warehouse, a distributor, a distribution partner, or another authorized fulfillment location.

North Country Fire reserves the right to select the warehouse, manufacturer, distribution partner, fulfillment location, shipping method, carrier, freight service, parcel service, and delivery method for each order.

Once an order has entered processing, fulfillment, staging, warehouse handling, carrier pickup, or shipment, cancellation may not be possible without additional costs.

Shipping and Delivery

Unless otherwise stated, this shipping policy applies to shipments within the contiguous forty-eight United States.

Not all orders are eligible for free shipping. Free shipping, included shipping, or promotional shipping applies only when expressly offered by North Country Fire for the specific order, product, destination, and delivery conditions.

North Country Fire may determine that additional shipping costs, freight costs, carrier charges, accessorial charges, or handling costs are required before or after an order is placed. These costs may apply for reasons including, but not limited to, limited-access locations, remote locations, islands, ferry access, narrow roads, difficult-access driveways, gated communities, condos, apartments, construction sites, commercial restrictions, residential delivery requirements, liftgate requirements, carrier restrictions, oversized products, overweight products, special handling, storage, redelivery, reconsignment, or other circumstances affecting delivery.

If additional shipping costs are identified before shipment, North Country Fire may notify the customer and allow the customer to approve the additional charge or cancel the order before shipment.

If additional shipping costs are incurred after shipment because of incorrect information, incomplete information, limited access, failed delivery, missed appointment, customer unavailability, customer-requested changes, reconsignment, redelivery, storage, or other carrier charges, the customer is responsible for those costs.

Orders shipped outside the contiguous forty-eight United States, if available, may require phone approval, written approval, separate freight quotes, or additional shipping charges. North Country Fire may approve or reject these orders on a case-by-case basis.

North Country Fire reserves the right to choose the shipping carrier and shipping method.

Many large, heavy, fragile, palletized, or oversized products ship by freight or common carrier. Freight shipments generally include standard curbside delivery where available and appropriate.

Curbside delivery means the carrier delivers the shipment to an accessible curbside, driveway, loading area, business receiving area, jobsite receiving area, or other carrier-accessible location. The customer is responsible for moving the shipment from the delivery point into the home, garage, business, jobsite, warehouse, storage area, or final installation location.

North Country Fire is not responsible for additional shipping costs, delivery limitations, or accessorial fees caused by difficult access, limited access, narrow roads, winding roads, islands, ferries, gated communities, condos, apartments, remote areas, construction sites, restricted access locations, unpaved roads, unavailable recipients, missed appointments, carrier wait time, storage, redelivery, reconsignment, inside delivery, or other special delivery circumstances.

Additional services, including inside delivery, white-glove delivery, remote-area delivery, difficult-access delivery, storage, redelivery, reconsignment, appointment changes, liftgate exceptions, residential delivery fees, limited-access delivery fees, carrier wait time, or other carrier charges, may result in additional fees. These fees are the customer’s responsibility unless North Country Fire agrees otherwise in writing before the service is performed.

For freight shipments, the freight company may contact the purchaser using the phone number, email address, or other contact information provided to North Country Fire to schedule delivery.

The customer is responsible for providing accurate shipping information, contact information, delivery instructions, and receiving availability.

Optional Extended Shipping Protection

North Country Fire may offer optional Extended Shipping Protection on eligible orders.

Extended Shipping Protection is an optional expedited damage-resolution service. It is not insurance and does not cover theft, loss in transit, loss after delivery, buyer’s remorse, standard returns, standard return shipping, restocking fees, installation issues, product selection errors, labor, or damage caused after delivery.

Extended Shipping Protection does not replace, waive, reduce, or extend the customer’s responsibility to receive, inspect, photograph, document, retain packaging, note visible freight damage when applicable, and report damage within the required reporting period.

If Extended Shipping Protection is purchased for an eligible item and a valid shipping-damage claim is reported within the required reporting period with the required photos and documentation, North Country Fire may begin the remedy process without waiting for final carrier, warehouse, manufacturer, or distributor claim approval.

North Country Fire retains the right to determine the appropriate remedy, including replacement parts, replacement components, touch-up materials, repair authorization, replacement unit, refund, partial refund, or another reasonable remedy.

Extended Shipping Protection modifies only the specific expedited damage-resolution benefits described in the Extended Shipping Protection Policy. All other Shipping, Delivery, Damage Reporting, Return, Cancellation, Warranty, Payment Dispute, Chargeback, Non-Payment, Collections, Governing Law, and Forum Selection Policies remain in effect.

For full details, see the Extended Shipping Protection Policy.

Promotional or Free Shipping

Free, included, or promotional shipping applies only to the original completed sale unless otherwise stated in writing.

Free shipping does not mean that North Country Fire incurred no shipping cost.

If an order is canceled after shipment, refused for reasons other than properly documented visible freight damage, returned, undeliverable, reconsigned, redirected, or sent back to a warehouse, North Country Fire may deduct actual outbound shipping costs, return shipping costs, freight charges, carrier fees, warehouse fees, handling fees, storage fees, and related costs from any refund to the fullest extent permitted by law.

Shipping Estimates, Transit Times, and Delays

Shipping dates, transit times, delivery dates, and arrival estimates are estimates only and are not guaranteed unless North Country Fire expressly guarantees a specific delivery date in writing.

Manufacturer delays, warehouse delays, carrier delays, weather, missed delivery appointments, remote access, limited access, backorders, freight scheduling issues, incorrect addresses, incomplete contact information, and other circumstances outside North Country Fire’s control do not automatically create a right to cancel, refund, charge back, or refuse delivery.

Partial Shipments and Backorders

Orders may ship in multiple packages, multiple freight pieces, or multiple shipments from different warehouses, manufacturers, or distribution partners.

Items may arrive on different days.

The 24-hour reporting deadline applies separately to each package, pallet, crate, box, or shipment as it is delivered or made available.

Incorrect Shipping Address and Reconsignment Fees

The customer must notify North Country Fire of any correction or change to shipping information as soon as possible after placing an order.

If an incorrect shipping address, incomplete address, unavailable recipient, inaccessible location, failed delivery attempt, missed appointment, incorrect phone number, lack of communication, or requested address change causes additional carrier charges, the customer is responsible for those charges.

If an item has already shipped and an address correction, reconsignment, terminal transfer, redelivery, storage, return shipment, or other carrier service is required, the customer may be responsible for all related fees.

North Country Fire may deduct reconsignment fees, return freight charges, storage charges, carrier fees, warehouse fees, and other actual costs from any refund or credit.

Customer Responsibility at Delivery

The customer is responsible for inspecting the shipment as soon as it is received or marked delivered.

For purposes of this policy, “received” means the earliest of the following:

The shipment is physically received by the customer;
The shipment is physically received by any person at the delivery location, including an employee, contractor, installer, tenant, property manager, family member, receptionist, dock worker, neighbor, agent, or other representative;
The carrier marks the shipment as delivered;
The shipment is dropped off at the delivery address, jobsite, business, residence, terminal, warehouse, receiving area, or other approved delivery location;
The customer or customer’s representative picks up the shipment from a carrier terminal, warehouse, transfer location, or other pickup location.

The customer must inspect the shipment immediately upon receipt and before moving it, unpacking it further than necessary for inspection, discarding packaging, storing it, transferring it, installing it, modifying it, or using it.

The customer should take clear photographs of the shipment as soon as it is seen or received, including all sides of the shipment, all visible packaging condition, all labels, and any visible damage.

The customer should not wait for an installer, contractor, service technician, project manager, tenant, property owner, or other third party before inspecting the shipment. The 24-hour reporting deadline begins when the shipment is delivered or received, not when the item is later opened, moved, installed, or inspected by another person.

Extended Shipping Protection does not waive, reduce, or delay these receiving responsibilities.

Receiving All Shipments

For all ground deliveries, parcel deliveries, signature-required freight deliveries, contactless freight deliveries, no-signature deliveries, terminal pickups, and warehouse pickups, the customer must:

Inspect all packages for external damage;
Inspect all packages for concealed damage;
Open and inspect each item as soon as possible;
Confirm that all items, cartons, pallets, crates, boxes, parts, and accessories are present;
Confirm that the correct items were received;
Take photographs of the shipment from all sides before moving it;
Take photographs of all shipping labels;
Take photographs of all visible damage;
Keep all packaging materials, boxes, pallets, crates, foam, inserts, wraps, straps, labels, and protective materials;
Report any damage, concealed damage, missing items, shortage, incorrect item, or delivery discrepancy to North Country Fire within 24 hours of delivery.

If the customer does not notify North Country Fire within 24 hours of delivery, the shipment may be treated as accepted in good condition, and any later damage, shortage, missing-item, or incorrect-item claim may be denied.

Extended Shipping Protection does not waive these requirements and does not extend the 24-hour reporting period unless North Country Fire expressly states otherwise in writing for a specific order.

Freight Delivery: Required Inspection Before the Driver Leaves

For freight deliveries, the customer or an authorized representative must be present to receive the shipment unless the shipment was specifically arranged as contactless, no-signature, unattended, terminal pickup, or otherwise not requiring a signature.

Before signing the bill of lading, freight bill, delivery receipt, handheld device, electronic delivery record, or other delivery record, the customer must:

Count the number of cartons, pallets, crates, boxes, or pieces and compare that count to the bill of lading;
Inspect the shipment from all sides;
Look for dents, punctures, crushed corners, tears, broken straps, missing shrink wrap, water damage, re-taping, leaning pallets, broken pallet boards, missing pieces, stains, holes, or any other visible damage;
Take clear photographs of the shipment from all sides before opening or moving it;
Take close-up photographs of any visible damage;
Open and inspect the shipment while the driver is present if visible damage exists or if inspection is reasonably possible;
Note all visible damage or shortages on the bill of lading before signing;
Take a photograph of the completed bill of lading or delivery receipt before the driver leaves.

If visible damage exists, the customer must write the word “DAMAGED” on the bill of lading, freight bill, delivery receipt, handheld device, or other delivery record and must include a brief description of the damage.

Examples include:

“DAMAGED — box crushed on left side”;
“DAMAGED — pallet broken”;
“DAMAGED — shrink wrap torn”;
“DAMAGED — carton punctured”;
“DAMAGED — 2 of 3 pieces received”;
“DAMAGED — box wet”;
“DAMAGED — straps broken.”

A notation such as “subject to inspection” or “pending inspection” is not a substitute for noting visible damage when visible damage is present.

If there is no visible damage, the customer may sign the delivery receipt and write “pending inspection.” The customer must still open and inspect the shipment and report any concealed damage, missing item, shortage, incorrect item, or other delivery discrepancy within 24 hours of delivery.

If the driver refuses to wait for inspection, refuses to allow inspection, refuses to allow damage notation, refuses to provide paperwork, or uses only an electronic device, the customer must photograph the shipment immediately, document the issue as clearly as possible, and notify North Country Fire within 24 hours.

Any freight shipment signed for without damage or shortage notation may be treated by the carrier, warehouse, manufacturer, distribution partner, and North Country Fire as delivered in good condition.

If visible damage existed at delivery and the customer signed without noting the visible damage on the bill of lading or delivery record, any resulting damage claim may be denied.

Extended Shipping Protection does not waive the requirement to document visible freight damage at delivery and note visible freight damage on the bill of lading, freight bill, delivery receipt, or electronic delivery record when applicable.

When to Refuse a Freight Delivery

If a shipment is visibly and severely damaged, the customer should refuse the delivery.

Before refusing a visibly and severely damaged delivery, the customer must:

Photograph the shipment from all sides;
Photograph the damaged areas;
Write “DAMAGED — DELIVERY REFUSED” on the bill of lading, freight bill, delivery receipt, or electronic delivery record if possible;
Describe the visible damage on the delivery paperwork if possible;
Photograph the completed bill of lading or delivery receipt if possible;
Contact North Country Fire immediately after refusal.

Refusing a severely damaged shipment with proper documentation is often the fastest way to support a carrier claim and replacement shipment.

If the customer accepts a shipment with severe visible damage and fails to properly document the damage on the bill of lading or delivery record, the damage claim may be denied.

North Country Fire will review refused shipments on a case-by-case basis and may coordinate a replacement, replacement part, repair option, carrier claim, warehouse claim, manufacturer claim, return instructions, refund, or other remedy depending on the facts and available documentation.

Refused Delivery for Reasons Other Than Documented Freight Damage

If a customer refuses a shipment for any reason other than properly documented visible freight damage, the refusal may be treated as a return or cancellation after shipment.

The customer may be responsible for return freight, original outbound freight, carrier fees, warehouse fees, reconsignment fees, storage fees, handling fees, and the applicable restocking fee.

North Country Fire may deduct these costs from any refund or credit to the fullest extent permitted by law.

Extended Shipping Protection does not cover refused deliveries for reasons other than properly documented freight damage.

Contactless, No-Signature, or Unattended Delivery

If a customer authorizes, requests, accepts, or receives contactless, no-signature, unattended, drop-off, or carrier-release delivery, the customer accepts responsibility for inspecting the shipment as soon as it is dropped off or marked delivered.

For contactless, no-signature, unattended, or drop-off deliveries, the customer must:

Locate the shipment immediately after delivery;
Photograph the shipment from all sides before moving or opening it;
Photograph all visible packaging condition;
Photograph all visible damage;
Open and inspect the shipment for concealed damage;
Confirm that all items, parts, cartons, pallets, and accessories were received;
Report any damage, concealed damage, shortage, missing item, incorrect item, or delivery discrepancy to North Country Fire within 24 hours of delivery.

If tracking states that a shipment was delivered but the customer cannot locate the delivery, the customer must notify North Country Fire immediately.

If the customer does not notify North Country Fire within 24 hours of delivery, the shipment may be considered accepted in good condition, and any later claim may be denied.

Theft, Loss, or Damage After Delivery

Once the carrier records a shipment as delivered to the shipping address, approved delivery location, jobsite, terminal, warehouse, receiving area, or other authorized location, North Country Fire is not responsible for theft, loss, disappearance, weather exposure, tampering, or damage occurring after delivery.

Customers must report non-receipt within 24 hours of the carrier’s delivered status.

North Country Fire may require a carrier investigation, police report, written statement, photographs, security-camera footage, or other documentation before reviewing a non-receipt claim.

Extended Shipping Protection does not provide separate or additional coverage for theft, disappearance, loss in transit, loss after delivery, weather exposure, tampering, or damage occurring after carrier-confirmed delivery unless North Country Fire expressly states otherwise in writing for a specific order.

24-Hour Damage, Shortage, Missing Item, and Wrong Item Reporting Requirement

All shipping damage, concealed damage, missing items, shortages, incorrect items, or delivery discrepancies must be reported to North Country Fire within 24 hours of delivery.

The 24-hour reporting period is measured in calendar hours, not business hours. The period begins at the earliest carrier-recorded delivery time, signed delivery time, drop-off time, terminal pickup time, or the time the shipment is otherwise made available to the customer or the customer’s representative. Weekends, holidays, evenings, and after-hours deliveries do not extend the 24-hour reporting deadline.

The 24-hour deadline applies whether the shipment is:

Received in person;
Signed for by the customer;
Signed for by a representative;
Dropped off without a signature;
Marked delivered by the carrier;
Delivered to a jobsite;
Delivered to a business;
Delivered to a residence;
Delivered to a warehouse;
Delivered to a tenant, employee, contractor, installer, property manager, or other representative;
Picked up from a carrier terminal or warehouse.

If delivery occurs outside North Country Fire’s business hours, the customer must still submit written notice through the North Country Fire Contact Us / Report Shipping Damage form within 24 hours of delivery.

To submit a valid claim, the customer must provide:

Order number;
Delivery date;
Approximate delivery time;
Carrier name;
Tracking number, PRO number, or shipment number, if available;
Photos of the shipment from all sides before it was moved or unpacked;
Photos of all exterior packaging damage;
Photos of all product damage;
Photos of all shipping labels;
Photos of the pallet, crate, shrink wrap, straps, carton, packing materials, and protective materials;
A copy or photo of the signed bill of lading, delivery receipt, freight bill, electronic delivery record, or other delivery record;
A description of the damage, missing item, shortage, incorrect item, or delivery discrepancy.

The timestamp of the submitted form, email, or written claim may be used to determine whether the claim was submitted within the required 24-hour period.

Claims reported after 24 hours may be denied because late reporting can prevent North Country Fire, its distribution partners, manufacturers, warehouses, or carriers from verifying when and how the damage, shortage, missing item, incorrect item, or delivery discrepancy occurred.

Extended Shipping Protection does not extend the 24-hour damage, shortage, missing-item, or incorrect-item reporting requirement unless North Country Fire expressly states otherwise in writing for a specific order.

Extended Shipping Protection applies only to valid, timely, properly documented shipping-damage claims for eligible protected items.

North Country Fire is not responsible for denied carrier claims, denied warehouse claims, denied manufacturer claims, denied distribution partner claims, or denied damage claims caused by the customer’s failure to inspect, photograph, document, retain packaging, note visible damage on the bill of lading, or report the issue within 24 hours.

Keep All Packaging and Products

The customer must keep all packaging, cartons, pallets, crates, inserts, foam, protective materials, labels, damaged parts, and products until North Country Fire provides written instructions.

Do not discard, modify, install, repair, return, dispose of, or alter the item or packaging while a damage claim, shortage claim, missing-item claim, incorrect-item claim, return claim, warranty claim, Extended Shipping Protection claim, or payment dispute is pending.

If the customer discards packaging, discards parts, discards the product, installs the product, modifies the product, repairs the product, alters the product, moves the product in a way that causes additional damage, or otherwise prevents inspection before the claim is resolved, the claim may be denied.

Damage Claim Resolution

North Country Fire reviews properly reported damage claims on a case-by-case basis.

Depending on the product, manufacturer, warehouse, carrier, distribution partner, available documentation, and extent of damage, North Country Fire may elect to coordinate one or more of the following remedies:

Touch-up paint or cosmetic repair material;
Replacement part;
Manufacturer warranty part;
Replacement component;
Repair instruction;
Replacement product;
Return instructions;
Carrier claim submission;
Manufacturer claim submission;
Warehouse or distribution partner claim submission;
Refund or partial refund, if approved;
Other reasonable remedy.

North Country Fire does not guarantee that every reported damage issue will result in a full product replacement.

Minor cosmetic damage, repairable damage, missing paint, scratches, dents, bent parts, or damage isolated to a replaceable part may be resolved with touch-up paint, repair materials, replacement parts, replacement components, or other reasonable remedy.

If a specific part is broken, bent, missing, or damaged, North Country Fire may elect to send a replacement part only. Installation, diagnosis, repair, removal, or replacement labor is the customer’s responsibility unless otherwise required by law or agreed to in writing by North Country Fire.

If damage is beyond reasonable repair and the claim is properly documented and approved, North Country Fire may elect to send a replacement unit.

If a full replacement is approved and shipped, North Country Fire will provide instructions regarding the original item. The customer must not dispose of the original item unless North Country Fire provides written authorization.

If Extended Shipping Protection was purchased for the eligible item and the shipping-damage claim is valid, timely, and supported by the required documentation, North Country Fire may expedite the remedy process without waiting for final carrier, warehouse, manufacturer, or distributor claim approval.

Extended Shipping Protection does not guarantee a full unit replacement. North Country Fire retains the right to determine the appropriate remedy, including replacement parts, replacement components, touch-up materials, repair authorization, replacement unit, refund, partial refund, or another reasonable remedy.

Extended Shipping Protection does not apply to damage reported outside the required reporting period, damage caused after delivery, installation damage, customer handling damage, missing packaging, failure to retain packaging, failure to provide requested documentation, or failure to follow North Country Fire’s receiving and damage-reporting procedures.

If the carrier, warehouse, manufacturer, or distribution partner denies a claim because the customer failed to inspect, photograph, note damage on the bill of lading, retain packaging, or report the issue within 24 hours, North Country Fire may deny the customer’s claim.

Severe Damage Accepted by Customer

If a package appears severely damaged but the customer accepts the delivery, the customer must notify North Country Fire within 24 hours of delivery.

The customer must provide:

Photos of the shipment before opening;
Photos of the exterior packaging;
Photos of the damaged product;
Photos of the bill of lading or delivery receipt;
A written description of the visible damage;
Proof that visible damage was noted on the bill of lading or delivery record, if the driver was present.

If external packaging showed visible severe damage and the customer did not refuse the delivery, did not document the damage, or did not note the damage on the bill of lading or delivery record, the damage claim may be denied and a replacement may not be sent.

Any delivery signed for and accepted without noting visible damage on the bill of lading, freight bill, delivery receipt, or delivery record may be treated as delivered in good condition.

Concealed Damage

Concealed damage is damage that is not reasonably visible from the outside of the packaging at the time of delivery.

Concealed damage must be reported to North Country Fire within 24 hours of delivery.

To report concealed damage, the customer must provide:

Photos of the shipment before opening, if available;
Photos of the exterior packaging;
Photos of the concealed damage;
Photos of the product;
Photos of labels and packaging materials;
A written description of the concealed damage.

If concealed damage is reported after 24 hours, the claim may be denied.

If packaging has been discarded or the item has been installed, modified, repaired, used, or moved in a way that prevents inspection, the claim may be denied.

No Third-Party Waiver or Modification

No carrier, driver, delivery agent, installer, contractor, manufacturer, warehouse, distribution partner, or third-party representative may waive, modify, or override these policies.

Statements by a driver or third party do not change the customer’s obligation to inspect, photograph, document, retain packaging, note visible damage on the bill of lading when applicable, and report damage within the required time period.

Only written instructions from North Country Fire may modify these policies for a specific order.

Liability After Delivery

North Country Fire is not responsible for damage that occurs after delivery.

This includes damage caused by unpacking, moving, lifting, storage, handling, installation, modification, misuse, weather exposure, jobsite conditions, improper equipment, improper handling, improper installation, disposal of packaging, or customer-arranged transportation.

North Country Fire is not responsible for scratches, dents, drops, breakage, missing parts, cosmetic damage, or other damage caused after delivery.

Products should be unpacked, moved, stored, and installed carefully by qualified persons.

North Country Fire strongly recommends using qualified professional contractors and installers for stoves, fireplaces, inserts, venting, gas appliances, electric fireplaces, and related products.

North Country Fire is not responsible for damage to persons, property, structures, flooring, walls, vehicles, driveways, jobsite materials, or other items caused by moving, handling, storage, installation, connection, modification, use, or misuse of products after delivery.

Extended Shipping Protection does not cover damage caused after delivery.

Limitation of Consequential Damages

To the fullest extent permitted by law, North Country Fire is not responsible for indirect, incidental, special, consequential, or delay-related damages.

This includes loss of use, lost profits, project delays, contractor charges, installer charges, inspection fees, permit delays, storage costs, temporary heating costs, lodging costs, travel costs, missed appointments, lost business, labor costs, or other costs arising from shipment delays, damaged shipments, incorrect items, missing items, returns, warranty claims, installation issues, product unavailability, customer selection error, or Extended Shipping Protection claims.

Warranty Replacement Parts

If a part is broken, defective, or malfunctioning due to a manufacturing issue, the part may be replaced according to the associated manufacturer’s warranty specifications.

Any diagnosis of malfunctioning items must be completed by a qualified installer, qualified service technician, or other qualified professional.

Replacement parts may only be shipped directly to the qualified installer’s, service company’s, or qualified professional’s address unless North Country Fire or the manufacturer approves otherwise in writing.

North Country Fire does not stock all replacement parts. Replacement parts may be ordered through the manufacturer, warehouse, distributor, or distribution partner and may take up to six weeks or longer to ship depending on manufacturer availability, product status, warehouse availability, carrier availability, backorders, or other circumstances.

North Country Fire and the manufacturers do not offer warranty coverage for labor costs involved in diagnosing, repairing, removing, reinstalling, replacing, servicing, or testing malfunctioning components unless otherwise expressly stated in the manufacturer’s written warranty or required by law.

To initiate a warranty claim, contact North Country Fire through the Contact Us page or current support channel and provide:

Order number;
Appliance serial number, if applicable;
Installation company name;
Installation company address;
Installation company phone number;
Service company name, if different;
Service company address;
Service company phone number;
Explanation and diagnosis of the issue;
Photos or videos, if requested;
Part numbers required to fix the issue, if known.

Warranty parts and warranty remedies are governed by the applicable manufacturer’s warranty.

Return Policy

North Country Fire accepts eligible returns when the return is requested on time, approved in advance, and received in sellable condition.

To request a return, the customer must contact North Country Fire within 30 days of delivery and provide the order number and item requested for return.

A return is not approved until North Country Fire issues written return authorization and return instructions.

Do not ship returns to North Country Fire unless the return instructions specifically state to do so.

Many products must be returned directly to a warehouse, manufacturer, distribution partner, or other authorized return location. Returns sent to the wrong address may be refused, delayed, rejected, lost, or subject to additional shipping and handling fees.

The customer is responsible for all return shipping costs for standard returns.

Approved standard returns are subject to a 20% restocking fee.

The refund amount will be the approved item value minus the 20% restocking fee and any additional fees, deductions, or costs that apply under this policy.

Extended Shipping Protection does not modify the standard return policy for non-damaged items.

If a customer returns an item because they do not want it, do not like it, selected the wrong product, no longer need it, purchased a replacement elsewhere, or made a product-selection error, the return is treated as a standard return.

For standard returns, the customer remains responsible for return shipping, and approved returns remain subject to the applicable restocking fee, even if Extended Shipping Protection was purchased.

Return Authorizations

Return authorizations expire 14 calendar days after issuance unless North Country Fire states otherwise in writing.

Returned items must be shipped within the return-authorization period and must be received within a reasonable time based on the approved return method.

Expired return authorizations are void and may be rejected.

A return authorization is not a guarantee of refund. Refund eligibility is determined after the item is received and inspected by the warehouse, manufacturer, distribution partner, or return location.

Return Shipping

The customer is responsible for arranging and paying for return shipping on standard returns.

North Country Fire does not pay for standard return freight, standard return parcel shipping, packaging materials, freight insurance, palletizing, pickup fees, liftgate fees, residential pickup fees, terminal fees, storage fees, carrier fees, warehouse fees, or other return-related charges unless North Country Fire agrees otherwise in writing.

The customer is responsible for properly packaging, protecting, palletizing, securing, labeling, and insuring the return shipment.

North Country Fire strongly recommends purchasing shipping insurance for the full value of the item.

North Country Fire strongly recommends taking clear photos of the item, packaging, pallet, labels, and shipment before return shipment.

If a return is damaged in transit back to the warehouse, manufacturer, distribution partner, or return location, the refund may be denied. In that situation, the customer is responsible for pursuing a claim with the return carrier.

If North Country Fire requires a damaged item to be returned as part of an approved Extended Shipping Protection damage remedy, North Country Fire may arrange or cover the return freight method selected by North Country Fire.

North Country Fire reserves the right to choose the return carrier, return method, pickup method, return location, and shipping service for any return freight covered as part of an approved Extended Shipping Protection damage remedy.

The customer must make the item reasonably available for pickup and must package and secure the item in a manner suitable for safe freight transit.

Extended Shipping Protection does not cover additional return costs caused by limited-access pickup locations, remote locations, missed pickup appointments, incorrect addresses, unavailable customers, storage, reconsignment, redelivery, special handling, inside pickup, white-glove service, or other accessorial charges unless North Country Fire agrees otherwise in writing.

Return Condition Requirements

Returned items must be received in sellable condition.

“Sellable condition” means the item is:

New;
Unused;
Uninstalled;
Unburned;
Unconnected;
Unmodified;
Unassembled, unless originally shipped assembled;
Complete;
Clean;
Undamaged;
Returned with all parts;
Returned with all accessories;
Returned with all manuals;
Returned with all hardware;
Returned with all labels;
Returned with all inserts;
Returned with all protective materials;
Returned with original packaging;
Suitable for resale as a new product.

Opening a shipping carton solely to inspect for delivery damage does not automatically disqualify a return, provided the item and packaging remain complete, clean, undamaged, uninstalled, unused, and suitable for resale.

Items that have been installed, burned, connected, modified, assembled, used, scratched, dented, altered, damaged, dirtied, or handled in a way that prevents resale as new are not eligible for return.

Packaging Condition Requirements

The original product packaging must also be in sellable condition.

Packaging is not in sellable condition if it is:

Defaced;
Written on;
Marked with permanent marker;
Marked with pen, pencil, paint, or other writing;
Cut;
Torn;
Crushed;
Punctured;
Stained;
Water-damaged;
Missing;
Excessively taped;
Covered with shipping labels;
Covered with stickers;
Missing inserts or protective materials;
Damaged in a way that prevents resale as new.

Do not write order numbers, return authorization numbers, notes, arrows, names, addresses, delivery instructions, or any other markings directly on the product box or retail packaging.

Do not place carrier labels directly on retail packaging or product packaging unless North Country Fire specifically instructs you in writing to do so.

Use an outer box, pallet wrap, removable label, document pouch, or other protective method whenever possible.

Boxes defaced with permanent marker, excessive shipping tape, carrier labels, stickers, handwriting, or other markings may be rejected and may render the item ineligible for refund.

Freight Return Requirements

Items over 100 lbs, oversized items, palletized items, fireplaces, stoves, inserts, venting kits, and other freight-class products must be returned by common carrier or freight service unless North Country Fire provides different written instructions.

Freight returns may not be shipped by FedEx Ground, UPS Ground, USPS, parcel carrier, or other non-freight method unless North Country Fire approves that method in writing.

Freight returns must be securely packaged in the original packaging unless North Country Fire approves substitute packaging in writing before shipment.

Freight returns must be properly secured to an appropriately sized pallet.

The customer is responsible for arranging the freight return, paying freight charges, obtaining insurance, scheduling pickup, and ensuring that the return shipment is properly packaged and protected for safe freight transit.

North Country Fire strongly recommends wrapping palletized returns in protective plastic wrap once secured to the pallet to minimize packaging exposure during transit.

If a return is damaged in transit due to improper packaging, insufficient protection, carrier handling, lack of insurance, or other return-shipment issue, the refund may be denied.

Refund Timing

Approved refunds are issued only after the returned item has been received, inspected, and approved.

Refunds will be issued to the original payment method unless North Country Fire approves another method in writing.

North Country Fire generally processes approved refunds within 10 business days after inspection approval, but bank, card issuer, and payment-processor timing is outside North Country Fire’s control.

The Extended Shipping Protection fee is refundable only if the order is canceled before shipment and no protected service has been used.

Once an order has shipped, the Extended Shipping Protection fee is non-refundable.

Rejected Returns

A return may be rejected if the item or packaging is:

Damaged;
Used;
Installed;
Burned;
Connected;
Modified;
Assembled when it should not have been;
Dirty;
Incomplete;
Missing parts;
Missing accessories;
Missing manuals;
Missing hardware;
Missing labels;
Missing packaging;
Defaced;
Written on;
Excessively taped;
Improperly packaged;
Improperly shipped;
Shipped to the wrong address;
Shipped without return authorization;
Otherwise not in sellable condition.

If a return is rejected, no refund will be issued.

If a return is rejected, the customer will have 30 days to arrange return shipment of the rejected item at the customer’s expense.

If the customer does not arrange return shipment within 30 days, the item may be disposed of, recycled, discarded, returned to inventory as damaged, or otherwise handled as necessary, and no refund will be issued.

Extended Shipping Protection does not require North Country Fire to issue a refund for any returned item that is received damaged, used, installed, modified, incomplete, missing parts, missing packaging, improperly packaged, shipped to the wrong address, shipped without authorization, or otherwise not in the required condition.

Non-Returnable Items

The following items are not eligible for return:

Items marked final sale;
Items marked non-returnable;
Items disclosed as non-returnable on the product page or during checkout;
Special-order items;
Custom-order items;
Items shipped directly from a manufacturer, warehouse, or distribution partner when marked or disclosed as non-returnable;
Items that have been used;
Items that have been installed;
Items that have been burned;
Items that have been connected;
Items that have been modified;
Items that have been altered;
Items that have been damaged after delivery;
Items missing parts, accessories, manuals, hardware, labels, inserts, or packaging;
Items with damaged, defaced, or unsellable packaging;
Items eligible for parts, repair, replacement, or service through a manufacturer warranty;
Items that cannot be resold as new.

Exchange Policy

North Country Fire may approve eligible exchanges on a case-by-case basis.

To request an exchange, the customer must contact North Country Fire within 30 days of delivery.

An exchange is not approved until North Country Fire issues written exchange approval and exchange instructions.

If the customer has already received the item requested for exchange:

The customer must initiate the exchange within 30 days of delivery;
The item must be new, unused, uninstalled, unburned, unconnected, unmodified, complete, and in sellable condition;
The original packaging must be complete and in sellable condition;
The customer is responsible for return shipping;
North Country Fire will provide return instructions with the correct return address;
Once the item is received and approved, North Country Fire may issue a credit toward the replacement purchase.

If the item requested for exchange is already in transit:

The customer must request the exchange before delivery whenever possible;
North Country Fire may instruct the customer to refuse the delivery;
The customer must follow all delivery, refusal, bill-of-lading, and documentation procedures;
Once the item is received back by the warehouse or return location and approved, North Country Fire may issue a credit toward the replacement purchase.

If the item requested for exchange has not shipped:

The customer must request the exchange before the order has shipped;
North Country Fire will determine whether the order can be changed before fulfillment;
If the order has already entered fulfillment, cancellation, reconsignment, restocking, or other costs may apply.

When a return is approved and processed as an exchange rather than a refund, North Country Fire may waive the restocking fee.

North Country Fire may deny an exchange if the item has shipped, cannot be redirected, is non-returnable, is not in sellable condition, has damaged packaging, or otherwise does not meet this policy.

Extended Shipping Protection does not create an exchange right, waive exchange requirements, or require North Country Fire to waive return shipping or restocking fees for standard non-damaged returns.

Cancellation Policy

Cancellation requests must be submitted as soon as possible after placing an order.

North Country Fire relies on a heavily automated ordering and fulfillment process to provide fast service. Once an order has been submitted, North Country Fire cannot guarantee that the fulfillment process has not begun.

An order may not be cancellable once it has entered processing, picking, packing, staging, manufacturer processing, warehouse processing, distribution partner processing, carrier scheduling, carrier pickup, freight transfer, or shipment.

North Country Fire may deduct the following costs from any cancellation refund:

Processing fees;
Payment processing fees;
Warehouse fees;
Manufacturer fees;
Distribution partner fees;
Return shipping costs;
Return freight shipping costs;
Reconsignment fees;
Carrier fees;
Storage fees;
Restocking fees;
Other actual costs incurred because of the cancellation.

North Country Fire pays shipping costs for many orders up front, and those costs are not always refundable to North Country Fire.

If a customer chooses to cancel an order that has already shipped, the customer may be responsible for return shipping, return freight, reconsignment, storage, carrier, warehouse, and restocking costs.

These costs may be deducted from the refunded amount.

The Extended Shipping Protection fee is refundable only if the order is canceled before shipment and no protected service has been used. Once an order has shipped, the Extended Shipping Protection fee is non-refundable.

Payment Authorization and Fraud Screening

By placing an order, the customer represents that they are authorized to use the payment method provided and that the billing, shipping, contact, and account information submitted is accurate.

North Country Fire may cancel, hold, delay, or require additional verification for orders flagged for fraud risk, address mismatch, payment mismatch, unusual order activity, freight-forwarding risk, high-value shipment risk, or other verification concerns.

Payment Disputes, Chargebacks, Non-Payment, Collections, and Legal Claims

North Country Fire works to resolve customer issues quickly and fairly when customers contact North Country Fire first.

To keep the resolution process organized and avoid duplicate, inconsistent, or overlapping outcomes, North Country Fire follows a single-forum resolution policy.

If a customer initiates a chargeback, payment dispute, bank dispute, payment reversal, legal claim, arbitration demand, attorney demand, collection dispute, or written notice of intent to pursue any of the foregoing, North Country Fire may pause all internal customer-service remedies while that external process is active.

Paused remedies may include pending refunds, pending replacements, return authorizations, courtesy credits, goodwill accommodations, shipment changes, replacement shipments, discretionary credits, exchange approvals, return approvals, or other internal resolutions not already completed.

North Country Fire may continue safety-related support, legally required support, and manufacturer warranty coordination where applicable.

While a chargeback, payment dispute, legal claim, or non-payment matter is active, communications and evidence may be handled through the bank, payment processor, card network, legal counsel, collection agency, carrier, manufacturer, warehouse, distribution partner, court, arbitrator, or other appropriate forum.

Chargebacks and Payment Reversals

A chargeback, payment dispute, payment reversal, or bank dispute does not cancel the customer’s obligations under these policies.

If a chargeback, payment dispute, payment reversal, or other withholding of funds results in the customer retaining merchandise, receiving a replacement, receiving a refund, receiving a credit, or otherwise receiving value without paying the full amount owed, North Country Fire may pursue recovery of the unpaid balance.

A customer may not receive double recovery.

This means the customer may not:

Keep both the merchandise and the funds;
Receive both a replacement and a full chargeback credit;
Receive both an internal refund and a bank-issued dispute credit;
Receive both a product credit and a payment reversal;
Obtain duplicate compensation for the same transaction.

If merchandise remains in the customer’s possession after funds are reversed, North Country Fire may require return of the merchandise, seek payment for the merchandise, pursue collection of amounts owed, pursue legal remedies, pursue merchandise recovery, or pursue any other lawful remedy available.

Evidence Submitted in Disputes

North Country Fire may submit evidence to the bank, payment processor, card network, court, collection agency, attorney, arbitrator, manufacturer, warehouse, distribution partner, carrier, insurer, law enforcement, or other appropriate party.

Evidence may include, but is not limited to:

Order records;
Checkout records;
Customer policy acceptance records;
Policy version accepted at checkout;
Extended Shipping Protection purchase, eligibility, claim, refund, and remedy records;
Payment records;
AVS/address verification records;
Fraud-screening records;
IP address records;
Device records;
Account records;
Shipment tracking;
Delivery confirmation;
Bill of lading;
Freight delivery receipt;
Carrier notes;
Carrier photographs;
Warehouse records;
Manufacturer records;
Distribution partner records;
Photos submitted by the customer;
Photos submitted by the carrier;
Photos submitted by the warehouse;
Photos submitted by the manufacturer;
Photos submitted by the distribution partner;
Return authorization records;
Return inspection records;
Damage claim records;
Warranty claim records;
Customer communications;
Proof of refund, credit, replacement, repair, part shipment, or other remedy, if applicable;
Records showing compliance or non-compliance with shipping, delivery, damage reporting, return, cancellation, exchange, Extended Shipping Protection, or payment policies.

Recovery of Amounts Owed

If a customer files an unsuccessful chargeback, initiates an improper payment dispute, fails to pay amounts owed, keeps merchandise after payment is reversed, refuses to return merchandise, submits a bad-faith claim, or otherwise causes North Country Fire to incur costs to recover unpaid amounts, North Country Fire reserves the right to pursue recovery by all lawful means available.

The customer agrees that recoverable amounts may include, to the fullest extent permitted by law:

The unpaid purchase price;
The value of merchandise retained by the customer;
Shipping costs;
Return shipping costs;
Freight costs;
Reconsignment fees;
Storage fees;
Carrier fees;
Warehouse fees;
Manufacturer fees;
Distribution partner fees;
Payment processor fees;
Chargeback fees;
Collection costs;
Court costs;
Filing fees;
Service-of-process fees;
Reasonable attorney’s fees;
Interest where permitted by law;
Other reasonable, verifiable costs incurred to recover amounts owed.

North Country Fire may refer unpaid balances to a collection agency, attorney, payment processor, carrier, manufacturer, warehouse, distribution partner, or other appropriate third party as permitted by law.

The customer agrees that if North Country Fire is required to pursue collection, legal action, merchandise recovery, or other lawful recovery efforts because of non-payment, payment reversal, chargeback, retained merchandise, rejected return, unpaid balance, or breach of these policies, North Country Fire may seek recovery of reasonable attorney’s fees, collection costs, court costs, filing fees, service fees, and other lawful recovery costs to the fullest extent permitted by law.

Nothing in this section authorizes North Country Fire or any third party to collect amounts prohibited by applicable law.

Any collection activity will be pursued only to the extent permitted by applicable law.

Attorney’s Fees Reciprocity Where Required by Law

If applicable law requires any attorney-fee provision in favor of North Country Fire to be reciprocal, then that provision shall be interpreted as reciprocal to the minimum extent required by law.

In any covered action, suit, or proceeding involving a consumer sale, extension of credit, evidence of indebtedness, unpaid balance, or collection matter, a prevailing buyer, borrower, or debtor may recover reasonable attorney’s fees to the extent required by applicable law.

Bad-Faith Disputes and Retained Merchandise

A customer may not use a chargeback, bank dispute, payment reversal, return request, damage claim, warranty claim, Extended Shipping Protection claim, or legal threat to obtain merchandise without payment.

If a customer receives merchandise and then reverses payment, refuses to return the merchandise, refuses to pay for the merchandise, or refuses to cooperate with claim procedures, North Country Fire may treat the matter as non-payment and may pursue all lawful remedies available.

North Country Fire may seek return of the merchandise, payment of the unpaid balance, recovery of the value of the merchandise, recovery of shipping costs, recovery of return costs, recovery of collection costs, recovery of attorney’s fees where permitted by law, and any other lawful remedy.

Forum Selection, Venue, and Governing Law

To the fullest extent permitted by law, any dispute, claim, lawsuit, collection action, payment dispute, chargeback-related action, non-payment matter, merchandise recovery action, or legal proceeding arising out of or relating to an order, product, shipment, delivery, return, refund, chargeback, payment reversal, account balance, website transaction, Extended Shipping Protection, or these policies shall be governed by the laws of the State of New Hampshire, without regard to conflict-of-law rules.

To the fullest extent permitted by law, the customer agrees that any lawsuit, collection action, legal claim, or court proceeding against North Country Fire must be filed exclusively in the state courts serving Carroll County, New Hampshire or, where federal jurisdiction exists, in the United States District Court for the District of New Hampshire.

The customer consents to personal jurisdiction and venue in those courts and waives any objection based on inconvenient forum, improper venue, or lack of personal jurisdiction, to the fullest extent permitted by law.

North Country Fire may, at its option, bring a collection action, non-payment action, merchandise recovery action, chargeback-related action, or other legal proceeding in the customer’s jurisdiction, the billing-address jurisdiction, the delivery-address jurisdiction, the jurisdiction where the merchandise is located, the jurisdiction selected above, or any other jurisdiction permitted by law.

This section does not limit any rights a customer may have under applicable consumer-protection laws, card-network rules, or other laws that cannot be waived by contract.

Counterclaims and Future Orders

North Country Fire may assert counterclaims, defenses, setoffs, or other lawful remedies in response to a chargeback, lawsuit, collection dispute, payment reversal, non-payment, or legal claim.

North Country Fire may deny, cancel, hold, or require additional verification for future orders from customers, accounts, addresses, payment methods, businesses, or related parties associated with unresolved non-payment, prior chargebacks, suspected fraud, policy violations, rejected returns, unpaid balances, or prior disputes.

Privacy, Data Sharing, and Claim Records

North Country Fire may share order records, customer communications, payment records, shipping records, delivery records, photographs, IP address records, device records, fraud-screening records, return records, claim records, warranty records, Extended Shipping Protection purchase records, Extended Shipping Protection claim records, refund records, remedy records, and related information with payment processors, card networks, banks, carriers, manufacturers, warehouses, distribution partners, insurers, attorneys, collection agencies, courts, law enforcement, and other parties as reasonably necessary to process orders, deliver products, investigate claims, respond to disputes, recover unpaid amounts, prevent fraud, determine eligibility for Extended Shipping Protection benefits, process valid, timely, properly documented shipping-damage claims under that program, and enforce these policies.

Policy Hierarchy

If a product page, quote, invoice, checkout disclosure, written special-order notice, manufacturer restriction, or written order-specific term contains a more specific return, cancellation, shipping, warranty, Extended Shipping Protection, or delivery term, the more specific term controls for that order.

If there is a conflict between a general statement and a more specific order-specific statement, the more specific statement controls to the fullest extent permitted by law.

If Extended Shipping Protection is purchased for an eligible item, the Extended Shipping Protection Policy controls only for the specific expedited damage-resolution benefit described in that policy. All standard customer responsibilities, documentation requirements, exclusions, inspection requirements, reporting requirements, return requirements, and return-condition requirements continue to apply unless expressly modified in writing.

Checkout Acceptance and Policy Records

By placing an order with North Country Fire, the customer acknowledges that they have had the opportunity to review these policies before completing the purchase.

North Country Fire may require affirmative policy acceptance during checkout and may maintain records of the accepted policy version, including timestamp, order number, customer account information, IP address, policy URL, and acceptance method.

North Country Fire may also maintain records showing whether Extended Shipping Protection was offered, selected, declined, purchased, refunded, or applied to a claim, including timestamp, order number, customer account information, IP address, product eligibility, policy URL, and policy version.

No Waiver of Rights

Nothing in this policy limits a customer’s non-waivable rights under applicable law or card-network rules.

Nothing in this policy limits North Country Fire’s right to defend a transaction, submit evidence, recover unpaid amounts, recover permitted costs, seek attorney’s fees where authorized, deny future orders, refer unpaid balances to collections, pursue merchandise recovery, or pursue any lawful remedy.

Failure by North Country Fire to enforce any part of this policy in one situation does not waive North Country Fire’s right to enforce that policy in any other situation.

Severability

If any provision of these policies is found to be invalid, unlawful, unenforceable, or limited by applicable law, the remaining provisions will remain in full force and effect to the fullest extent permitted by law.

Any invalid, unlawful, or unenforceable provision will be interpreted, modified, or limited to the minimum extent necessary to make it valid, lawful, and enforceable.

Policy Updates

North Country Fire may update these policies from time to time.

The policy version in effect at the time of purchase applies to that order unless otherwise required by law.

North Country Fire may maintain records of the policy version accepted at checkout, including timestamp, order number, customer account information, IP address, policy URL, and acceptance method.

Contact North Country Fire First

Most issues are resolved fastest when customers contact North Country Fire before involving a bank, payment processor, attorney, court, or other third party.

When contacting North Country Fire, include your order number, delivery date, photos, tracking number, PRO number, bill of lading, and a clear description of the issue when applicable.

By placing an order with North Country Fire, the customer agrees to these policies.