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FAQs
1. How can I contact you ?
Message us - sales@hilltopnord.com or give us a call - (855 569 1894). Our customer service team is available from Monday - Friday | 9AM - 3PM (EST). If you're reaching out about an existing order, please include your name and order number to help us
2. How do I apply promo/discount codes?
• To apply a promo or discount code:
• Proceed to checkout and enter your code in the ['Discount Code'] field.
• Click ['Apply'] to see your new total before finalizing your order.
• Only one code can be used per order.
If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.
3. Do you offer bulk discounts?
At this time, we do not offer bulk discounts.
4. What is your return policy?
We want you to feel confident in your purchase. If you’re not satisfied, we’re here to help.
Return Window
You have 14 days after receiving your item to request a return.
Eligibility
To be eligible for a return:
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The item must be unused, unworn, and in its original packaging
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All original tags and labels must be attached
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Proof of purchase (e.g., order number or receipt) is required
Returns that do not meet these conditions may not be accepted.
How to Start a Return
To initiate a return, email us at sales@hilltopnord.com with the following:
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Your full name
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Order number
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Reason for return
We’ll respond within 1–2 business days with detailed return instructions and the return address.
Important: Items sent back without first requesting a return will not be accepted.
Return Shipping
Customers are responsible for the cost of return shipping.
We recommend using a trackable shipping method and retaining your receipt.
Read more - return & refund policy.
5. What is your shipping policy?
Order Processing Time
We aim to process all orders within 1–2 business days (Monday to Friday). Please allow up to 4 business days during peak periods or if there are issues such as incomplete payment or insufficient address information. In such cases, we will contact you via email to resolve the issue prior to shipping.
Order Cutoff Time
Orders placed after 5:00 PM Eastern Time Zone (ET) will be processed the next business day. This may add one extra business day to the estimated delivery time.
Estimated Delivery Times
- Handling Time: 1–2 business days
- Transit Time (United States): 3–13 business days
- Transit Time (International): 3-13 business days
- Estimated delivery time (United States): 4 –15 business days
- Estimated delivery time (International): 4 –15 business days
Delivery estimates are not guaranteed. Factors such as weather conditions, holiday season surges, or carrier delays may affect delivery times. We will make every effort to keep you informed of any significant delays.
Shipping Rates
United States
- Orders $0.01 – $55.00: $4.99 shipping
- Orders $55.01 – $199.99: $7.99 shipping
- Orders $200.00 and above: Free shipping
International
- Orders $0.01 – $55.00: $5.99 shipping
- Orders $55.01 – $199.99: $9.99 shipping
- Orders $200.00 and above: Free shipping
Delivery Partners
We work with national postal services such as USPS, Canada Post, Royal Mail, and Australia Post to provide tracked shipping and consistent delivery service.
International Shipping, Taxes, and Duties
Please note that international customers are responsible for any customs duties, taxes, or fees that may be charged by the destination country. Hilltop Nord is not responsible for delays caused by customs clearance processes. These are managed solely by the customs authorities in your country.
Order Cancellation Policy
If you wish to cancel your order, please contact us immediately. We will make every effort to accommodate your request. However, cancellations are not guaranteed once an order has been submitted to our fulfillment center. If the order has already shipped, you may return it in accordance with our Return Policy.
6. Which countries we ship to?
Countries we ship to include:
Australia, Austria, Belgium, Canada, Czechia, Denmark, Finland, France, Germany, Hong Kong SAR, Ireland, Israel, Italy, Japan, Malaysia, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom, Bahrain, Brazil, Bulgaria, Chile, Colombia, Croatia, Cyprus, Egypt, Estonia, Hungary, Iceland, Kuwait, Luxembourg, Malta, Mexico, Philippines, Qatar, Romania, Saudi Arabia, Slovakia, Slovenia, Thailand, Puerto Rico, Greece — and more.
For more Information: Shipping Policy.
7. Do EU customers have to pay VAT/import taxes?
8. How long will it take for my order to arrive?
Estimated Delivery Times
- Handling Time: 1–2 business days
- Transit Time (United States): 3–13 business days
- Transit Time (International): 3-13 business days
- Estimated delivery time (United States): 4 –15 business days
- Estimated delivery time (International): 4 –15 business days
Delivery estimates are not guaranteed. Factors such as weather conditions, holiday season surges, or carrier delays may affect delivery times. We will make every effort to keep you informed of any significant delays.
9. What materials are your products made from?
Our products are made from a variety of materials. Please check the product descriptions for specific details about the material composition of each item.
10. Can I change my delivery address?
We can update your delivery address as long as the order hasn’t been shipped yet. Please contact our customer support team immediately to make any changes.
11. How do I cancel my order?
We are unable to offer modifications, store credit, refunds or cancellations on any orders before they have been delivered to you except for some very specific situations. If you would like to see if you qualify for a refund before your order is shipped, please reach out to our email within 8 hours of the order being placed and we will do our best to accommodate your needs.
12. Are the prices listed in my local currency or USD?
Our prices on the product page and checkout are displayed in your local currency.
13. My order was marked delivered but it’s not here.
If no one was home at the time of delivery, the carrier will leave the package in a safe location.
Be sure to check around your home and with neighbors/building management who may have collected the package for you.
Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.
On some occasions, packages may be marked as delivered but take additional time to arrive.
If you still are unable to locate the package, please reach out to the carrier.
If you need additional assistance, please email our team.
14. Where is my order?
Please enter your tracking number here to find out the status of your order.
15. Where can i find the size guides ?
Sizing for each item can be found on the product pages for the corresponding items. Simply check the Size Chart link on the product page for detailed measurements.
For an oversized fit, order one size above your usual size.