Frequently Asked Questions (FAQs)

 

What is the 30-Day Money-Back Guarantee?

We stand behind the quality of our products and want you to feel confident ordering from Northvine Studios.

Our 30-Day Money-Back Guarantee means that if there is a verified issue with your order, you may be eligible for a resolution within 30 days of delivery, subject to review and approval by our support team.

Important details to note:

 

  • The guarantee applies only after the order has been delivered

  • Requests must be submitted within 30 days of delivery

  • Proof may be required, including clear photos of the item and packaging

    • Orders delayed by carriers

    • Packages marked as delivered by the carrier

    • Minor variations in color, texture, or appearance

    • Orders with incorrect addresses entered at checkout

      The guarantee does not apply to:

       

Each request is reviewed on a case-by-case basis, and resolutions may include alternatives such as store credit, partial refunds, or other solutions at our discretion

When will my order ship?

Orders are typically processed within 1–3 business days. Once your order has been processed, it will be handed off to the carrier and tracking information will be sent to the email provided at checkout.

During high-demand periods, processing times may be slightly longer.

Why hasn’t my tracking updated yet?

It’s completely normal for tracking to show statuses such as “Label Created,” “Awaiting Carrier,” or “Waiting for Information” shortly after shipment.

This means your package has been prepared and is moving through the carrier’s processing system. Tracking updates may take a few days to appear once the carrier scans the package.

How long does delivery take?

Delivery times typically range between 5–12 business days after shipment, depending on your location and carrier conditions.

Please note that delivery times are estimates and may be affected by:

Carrier delays

Holidays

Weather conditions

My package says delivered, but I didn’t receive it. What should I do?

If your tracking shows “Delivered” but you haven’t received your package, we recommend:

  1. Checking with neighbors or household members

  2. Looking around your delivery location

  3. Contacting the carrier directly for more details

Once an order is marked delivered by the carrier, responsibility transfers to the recipient.

Can I change my shipping address?

Address changes are only possible before an order has shipped.

If your order has already shipped, we are unable to make changes. In this case, we recommend contacting the carrier directly to see if they can assist.

Can I cancel my order?

Orders can only be canceled before they ship.

Once an order has shipped, it can no longer be canceled. If you need assistance, please contact our support team as soon as possible after placing your order.

Do you offer refunds?

Refunds are not guaranteed once an order has been placed.


If your order has already shipped, refunds are generally not available. In some cases, we may offer alternative resolutions at our discretion.


For assistance, please contact our support team and include your order number.

What if my item arrives damaged or incorrect?

If your item arrives damaged or incorrect, please contact us within 48 hours of delivery and include:

 

  • Your order number

  • Clear photos of the item and packaging

Our team will review your request and advise on next steps.

What if the item looks different than expected?

We do our best to accurately represent all products. Slight variations in color, texture, or appearance may occur due to lighting, screen settings, or manufacturing differences.

These variations do not qualify as defects.

Do you offer exchanges?

At this time, we do not offer direct exchanges. Please contact our support team if you believe there is an issue with your order.

How can I track my order?

Once your order ships, you’ll receive a tracking link via email. You can also track your order using common tracking platforms such as ParcelsApp or the carrier’s website.

I entered the wrong email at checkout. What should I do?

Please contact our support team with your full name and shipping address so we can help locate your order.

How do I contact customer support?

You can reach our support team by emailing us directly. Please include your order number for faster assistance.

Support hours and response times may vary during peak periods.

Still need help?

support @nothvinestudios.com

We’re here to help. Reach out to our support team and we’ll be happy to assist you as soon as possible.