Help Center
Welcome to the Northvine Studios Help Center. Below you’ll find quick answers to common questions and guidance on how to get support.
Order & Shipping Help
Where is my order?
Once your order ships, you’ll receive a tracking link via email. Tracking updates may take several business days to appear while your package is processed by the carrier.
👉 Visit our Shipping Information page for full delivery details.
My tracking hasn’t updated yet
It’s normal for tracking to show statuses such as Label Created, Awaiting Carrier, or Waiting for Information shortly after shipment.
This means your package is moving through the carrier’s system and updates will appear once scanned.
My package says delivered but I didn’t receive it
If your tracking shows Delivered but you haven’t received your package:
-
Check with neighbors or household members
-
Look around your delivery area
-
Contact the carrier directly
Once marked delivered by the carrier, responsibility transfers to the recipient.
Order Changes & Cancellations
Can I change my shipping address?
Address changes are only possible before your order ships. Once shipped, we are unable to make changes.
Can I cancel my order?
Orders can only be canceled before they ship. Once an order has shipped, it cannot be canceled.
Returns, Refunds & Guarantee
What is the 30-Day Guarantee?
Our 30-Day Guarantee allows customers to request support for verified issues within 30 days of delivery, subject to review and approval.
👉 View full details on our 30-Day Guarantee & Returns Policy page.
Do you offer refunds?
Refunds are not guaranteed and are reviewed on a case-by-case basis. Shipping delays and carrier issues do not qualify for refunds.
Do you offer exchanges?
At this time, we do not offer direct exchanges.
Product Support
My item arrived damaged or incorrect
Please contact our support team 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.
The item looks different than expected
Minor variations in color, texture, or appearance may occur due to lighting, screen settings, or manufacturing differences and do not qualify as defects.
Payments & Checkout
I didn’t receive an order confirmation email
Please check your spam or promotions folder. If you still don’t see it, contact support with your full name and shipping address so we can locate your order.
Contact Support
Still need help?
If you’ve reviewed the information above and still need assistance, please contact our support team.
📧 Email Support
When reaching out, please include:
-
Your order number
-
A brief description of your issue
Providing complete information helps us assist you faster.
Important Notice
By placing an order with Northvine Studios, you agree to all policies outlined in our Help Center, Shipping Information, FAQ, and 30-Day Guarantee & Returns pages.