Order Cancellation Policy

Order Cancellation Policy

At Nortrival, we process orders as quickly as possible to ensure fast dispatch and delivery. Because of this, cancellation requests must be made within a strict time frame after placing the order.

Customers may request cancellation within two hours after placing an order. During this period, the order is still in the system and has not yet been transferred to warehouse processing.

After two hours, orders may already be in processing, packaging, or shipping stages. Once an order reaches any of these stages, it can no longer be modified or canceled.

Cancellation approval is not guaranteed and is always subject to order status at the time of the request.

Refund Policy

Once a refund is approved, Nortrival will process the refund within 1-5 business days. The refunded amount will be returned to the original payment method used during checkout.

After processing, the actual time for the funds to appear in your account may vary depending on your bank, credit card provider, or payment platform. Some financial institutions may require additional time to complete the transaction.

Refunds may be issued under the following conditions:

  • Order is successfully canceled within the eligible cancellation window

  • Item arrives damaged, broken, or defective

  • Customer receives an incorrect item

  • Package is confirmed lost in transit by the carrier

All refund requests are reviewed individually to ensure accuracy and fairness.

Non-Refundable Situations

Refunds will not be issued in the following cases:

  • Order has already been processed or shipped and no defect is reported

  • Damage caused by improper use, handling, or customer actions

  • Requests submitted outside the eligible time frame

  • Failure to provide sufficient proof for refund evaluation

Shipping fees may also be non-refundable depending on the situation.

Refund Processing Time

Refund processing time is counted in business days and does not include weekends or public holidays.

Typical timeline:

  • Processing time: one to five business days

  • Bank or payment provider processing: additional time may apply depending on institution

If the refund does not appear after the expected time frame, customers are advised to contact their bank or payment provider first before reaching out to Nortrival support.

How to Request Cancellation or Refund

To request cancellation or a refund, customers must contact our support team and provide:

  • Order number

  • Full name used for purchase

  • Email address

  • Reason for request (if applicable)

  • Supporting evidence for damaged or incorrect items (if applicable)

All requests must be submitted through official customer service channels for verification and processing.

Contact Information

Address: HC 01 Box 4222, Rincon, PR 00677, United States

Email: client@nortrival.com

Phone: +1 (239) 265- 6151

Customer Service Hours: Mon–Fri, 10:00 AM–7:00 PM (Atlantic Time, AT)