Support inbox
Use the support inbox for order changes, returns, and product questions.
Customer support
One monitored path for order and product help.
For launch operations, Northbound Gear support is organized around order number, customer email, and clear issue type so the operator can respond quickly.
Response goal
1-2 business days
Most support requests are reviewed within one to two business days.
Best detail
Order number
Include the order number and product name whenever possible.
01
Customer support
Email [email protected] with the order number, customer name, email used at checkout, and a short description of the issue.
- For shipping questions, include the destination postal code and tracking number if available.
- For product questions, include the product name and how you plan to use it.
- For returns, include photos when the issue involves damage, missing parts, or incorrect items.
02
Order changes and cancellations
Contact support as soon as possible after placing an order. Once an order is packed or handed to the carrier, changes may require a return or a new order.
03
Returns and damaged items
Return requests and damaged-item reports should include enough detail for the operator to review without extra back-and-forth.
- Include photos of the item, packaging, shipping label, and any visible damage.
- Keep packaging until support confirms next steps.
04
Supplier and brand inquiries
Brands and suppliers can contact support with company name, product category, wholesale terms, North America availability, and compliance details.
05
Privacy and legal requests
Privacy and legal requests can be sent to [email protected]. Include enough information for us to verify the related order or account.
06
Emergency and field safety
Northbound Gear support is not an emergency service and cannot provide real-time field rescue, medical, route, weather, or safety advice.
For emergencies, contact local emergency services or the appropriate park, trail, or rescue authority.