We want to make your experience with us the best it possibly can be, and we're happy to help in any way we can, including helping you with a refund or warranty issue. Since return and warranty policies vary radically from store to store and vendor to vendor, we have included some information below to help guide you.
If you are not completely satisfied with your purchase, we will provide a refund or exchange within 30 days of purchase. The item(s) that you would like to return must be returned in the same condition as the purcha
se condition and with the store tags. We absolutely love it if you bring in the original receipt with your return, but if you have lost it, we can still return an item as long as the store tags accompany the return. We can't accept returns on items without proof of purchase from NAO (i.e. item tags and/or receipt) as they may not be in our computer system.
Since buying a pair of shoes can be difficult as our feet change over the period of a day, we recommend that you take a pair of shoes home to try out for a couple of hours. Shoes can be returned ONLY if they are worn
indoors for this trial period and ONLY if they are returned
in their original box. If you have any question about the fit of the shoes you are about to purchase, please keep this policy in mind as we cannot take returns on shoes that have been worn outside, are scuffed, dirty or missing their original shoe box.
Since Manufacturers Warranty Policies can vary widely, it can be difficult to know how your purchase is covered. Bring your purchase in and our NAO staff will check on the Manufacturer Warranty policy for your item. In general warranties will cover defects in materials and workmanship, but not natural wear and tear or any malfunctions associated with alterations, misuse or improper care. If you are wondering what is considered natural wear and tear, a few examples would be...fabric wearing thin, showing abrasions, stains, discoloration, rips or tears, loss of DWR* (Durable Water Resistance) and laminates losing their ability to keep out m
Some products come with a
Lifetime Warranty. There are three ways you could interpret the word "lifetime" ... 1) your lifetime, 2) the lifetime of the company selling the item, or 3) the lifetime of the item that you bought. As you can imagine the correct interpretation is the lifetime of the item that was purchased and as in any warranty, natural wear and tear, misuse and improper care are still not covered. With a lifetime warranty the product company may either repair or replace it and there may be a small fee involved if they decide it doesn't fall under warranty. If you do have a warranty question for any of the products purchased at NAO here is what you can do:
1) Please clean the item(s). The companies involved will actually send smelly, dirty products back to us without fixing them, so cleaning is a good first step.
2) Bring them to the front counter and tell the staff what the defect is.
3) We will fill out a form, take the item from you and send it to the company for evaluation. On some items we may be able to issue credit or replacement at that time, but it depends on the manufacturer.
4) Wait... sometimes it takes a while, like 8-10 weeks to hear back from a company, so if you are in dire need of a quick return, please let us know, so we can keep the wheel squeaking.
Many of our companies offer Lifetime Warranties, because they make a great product and will stand behind their work. If you are ever unhappy with a product or our customer service, please let us know, since we can't fix a problem, if we don't know there is a problem.
*If your jacket has lost the DWR coating, we recommend washing and retreating it with Nikwax products.