Shipping & Returns Policy
Shipping Information
Orders placed through Norpine.ca are typically processed the same day, excluding weekends and holidays.
Shipping rates are calculated at checkout based on destination, weight, and order size. Delivery times vary depending on location and the shipping method selected.
Once your order has shipped, tracking information will be provided. Shipping charges are non-refundable unless the return is due to a Norpine error.
While we strive to meet estimated delivery timelines, Norpine is not responsible for delays caused by carriers, weather conditions, or other circumstances beyond our control.
Pre-Delivery Inspection, Fluids, and Shipping Restrictions
Certain products may require preparation, assembly, or pre-delivery inspection before pickup, delivery, or shipping. Requirements vary by product type.
Some products, including certain chainsaws and power equipment, cannot be shipped with oil, fuel, or other fluids due to carrier restrictions. Customers should contact Norpine prior to purchase for details about product preparation, included items, and any requirements before use.
Environmental Handling Charge
An Environmental Handling Charge, also referred to as EHC, may apply to certain regulated products. This charge helps support the collection, transportation, recycling, and responsible disposal of products at the end of their life.
The EHC is non-refundable and is not a government tax or deposit. Applicable sales taxes may still apply where required. Any applicable EHC will be clearly displayed during checkout before your order is submitted.
Local Pickup
We offer free local pickup at both of our locations:
- La Crete, Alberta
- High Level, Alberta
You will be notified when your order is ready for pickup. Please wait for confirmation before arriving to ensure your order has been processed and prepared.
Local Delivery
Local delivery may be available within select areas for an additional fee. Delivery availability and pricing depend on location, order size, and product type. Please contact your nearest Norpine location for details.
Store-to-Store Transfers
If an item is in stock at one Norpine location but not the other, we may be able to transfer the product between our La Crete and High Level stores. Transfer times may vary depending on availability and transportation schedules. Please contact us to confirm transfer eligibility and estimated timing.
Returns
Norpine accepts returns under the following conditions:
- Returns must be initiated within 30 days of purchase.
- A valid receipt or proof of purchase is required.
- Products must be unused, uninstalled, in like-new condition, and in original packaging.
- Items must not show signs of installation, programming, modification, or damage.
- Shipping costs are non-refundable.
- Environmental Handling Charges are non-refundable.
- Return shipping is the responsibility of the customer unless the item is defective or the return is due to a Norpine error.
To request a Return Authorization, please contact the store where the item was purchased. Returns sent without prior authorization may be refused.
Battery Core Charges and Exchanges
A core charge applies when a comparable used battery is not exchanged at the time of sale.
Battery core exchanges are final once processed. Any core credit, exchange allowance, or core-related adjustment applied to an order cannot be reversed or refunded as part of a product return.
Battery returns, if accepted, will be processed according to the applicable return or warranty policy and based on the amount paid for the returned product, excluding non-refundable charges.
Non-Returnable Items
For safety, regulatory, and inventory control reasons, the following items are not eligible for return:
- Electrical components such as sensors, modules, control units, fuses, and wiring
- Special order or custom order items
- Clearance or final sale items
- Opened tools or used equipment
- Fluids, oils, chemicals, and lubricants
- Personal protective equipment including gloves, masks, and safety gear
- Installed, programmed, or modified parts
- Items returned without original packaging, labeling, or documentation
- Processed battery core exchanges, core credits, and core-related adjustments
Damaged or Defective Items
If you receive a damaged or defective item, please contact us within 48 hours of delivery. We may request photos or additional information to process the claim. Approved claims will be resolved through replacement, repair, or refund at Norpine’s discretion.
In-Store Purchases
Return policies for in-store purchases may vary slightly. Please contact the La Crete or High Level location directly for assistance with in-store returns.