Shipping/Processing
Do we process orders every day?
No, only on business days.
How many points would you earn as an XPLR Pass member for a $250 purchase?
250 points
What are the payment methods we accept?
AMEX, Visa, Mastercard, Discover, TNF Gift Card, PayPal, ApplePay, and Klarna
What is our return policy?
Items may be returned within 30 days from the date of purchase. They must be unused and unwashed.
Which carriers do we use to deliver packages?
FedEx, UPS, Ontrac (West Coast), Lasership (East Coast), and USPS.
What is the cost of 2-day and overnight shipping?
2-day shipping = $17.50. Overnight shipping = $25.
Which company provides the 10% discount for students, teachers, military, and healthcare workers?
Sheer ID
Which payment methods cannot be used when purchasing over-the-phone?
Klarna, PayPal, and ApplePay
Can we do exchanges?
No.
Who would we direct a customer to if they are looking to place a bulk order?
Premco
How can a customer get free standard shipping?
1. Join XPLR Pass.
2. Spend over $99.
Where can you find new or replacement promo codes?
Under "Assign Promo" in Salesforce
Which payment method splits purchases into 4 payments over 6 weeks?
Klarna
Where can purchases made in a store be returned?
In-store. We do not accept returns via mail for in-store purchases.
What does a customer have to do to request stickers from us?
Send a self-addressed, stamped envelope to:
<Brand> Attn: Stickers
1551 Wewatta St
Denver, CO 80202
What time do orders need to be placed by to ship out the same day?
10 AM CST/ 11 AM EST
Are promo codes stackable?
No, unless it's directly stated on the promotion.
What is the total number of credit cards that can be used on an order being placed online by the customer?
One
What 2 options are available for someone who needs to return a gift they got from thenorthface.com?
1 - Ask the original purchaser to return it for them.
2 - Call Customer Service and request a return label.
What carrier do we use to ship orders to PO Boxes?
FedEx SmartPost
What discount would you receive if you signed up to receive text messages from us?
$20 off an order of $100 or more (valid online only).
How is a prepaid gift card, such as a Visa Gift Card, treated in Sterling?
Like a Debit or Credit Card.
Which payment methods prevent customers from returning products in-store?
PayPal, Klarna, or ApplePay/Google Wallet.
Where can we find the information we need on how to handle a retail store complaint call?
Under the section "Stores" on the The North Face KB. Click on the line that says "Retail Store Complaints"