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Unsolved tickets in the Orders & Returns group
- Felix WagnerOrder NP-21201 still processing after 3 daysGreat. Will I still get the 2-day shipping I paid for?#4875Normal priorityNext reply in 5 minTheo Marchetti
- Olu BankoleIs express shipping available to Texas?Yes please#4879Normal priorityFirst reply in 5 minUnassigned
- Rosa DelgadoLoyalty points didn't applyOh! Can you take the promo off and use the points instead? Order NP-21210.#4876Normal priorityNext reply in 8 minHana Kobayashi
- Nadia PetrovicBirthday gift must arrive by ThursdayMorning Ada — still no update on the tracking. Can we do the overnight one? I'd rather have two than none on Thursday!#4851Urgent priorityNext reply in 16 minAda Okafor
- Matteo RomanoThird email about my refund — escalate pleaseThis is my third email. My boots were returned a week ago — your own tracking says delivered October 13 — and I still have no refund. Nobody has answered me. Please escalate this. Matteo Romano#4880Urgent priorityFirst reply in 26 minUnassigned
- Jonas LindqvistVIPTent order NP-20931 hasn't moved since Oct 9Hi Ada, Tracking says the new tent is out for delivery tomorrow — great. One question: if the original box ever turns up, should I refuse it or send it back? I don't want to end up with two tents I didn't pay for. Jonas#4812High priorityNext reply in 27 minAda Okafor
- Tomás RibeiroCard declined three times at checkoutNote: Tomás tried to order a Kettle UL 1P three times, card declined each time. Bank says no block. Address on card is the old Austin one — likely AVS mismatch with the new billing address. Asked him to try again with the billing address the bank has; he'll call back.#4872Urgent priorityNext reply in 47 minAda Okafor
- Harper QuinnPublic post: “still waiting on my order”DM: Address is right. I just want the jacket before the weekend, I'm driving to the mountains Friday.#4864High priorityNext reply in 48 minNell Ashworth
- Leila NasserVIPDuplicate charge refund — still pending?Could you send me that reference as a PDF? My bank wants it in writing.#4874Normal priorityNext reply in 3 h 41 minAda Okafor
- Matteo RomanoReturn received but no refund yetIt's Tuesday and still nothing. What's the holdup?#4834Normal priorityNext reply in 6 h 23 minRafael Duarte
- Samir KhouryExchange shipped the wrong size againOK thanks. Will the express one get here by Thursday? I'm hiking Saturday.#4869Normal priorityNext reply in 7 h 31 minHana Kobayashi
- Marcus LeeOrder cancelled by your system?I got an email that my order is on hold for review. I've ordered from you three times. What's going on?#4843High priorityPausedMaya Castellanos
- Gwen AshbyVIPQuote for 12 Switchback 38L packsWe'd like a quote for 12 Switchback 38L packs for the spring program, delivered by March 1.#4866Normal priorityPausedAda Okafor
- Callum ReidMissing second box from split shipmentHana: Hi Callum — box 2 (base layers and the stove) was relabeled at the warehouse, which is why the old number shows nothing. The new tracking is PW-88871 and it's due Wednesday. Can you let me know when it arrives? Hana#4848Normal priorityPausedHana Kobayashi
- Liam CarverParcel arrived crushed — pack damagedThe box was flattened and one shoulder strap buckle on the pack is snapped. Photos attached.#4858Normal priorityPausedTheo Marchetti
- Diego FuentesDM: tent arrived with a torn flySami: Thanks Diego — a new fly ships today (NP-21222). Could you confirm the address on file is still current? — Sami#4836Normal priorityPausedSami Haddad
- Ruth AbernathyMerge two accounts with different emailsI have two Northpine accounts (school and personal email). Can you merge them so my points are in one place?#4857Low priorityPausedNell Ashworth
- Harper QuinnDM: tracking link doesn't workDM: the tracking link in my shipping email goes to an error page. Order NP-20870.#4819Low priorityPausedHana Kobayashi
#4875Felix Wagner
Order NP-21201 still processing after 3 days
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Theo Marchetti
Orders & Returns
via Live chat · Today, 9:31 AMOpenNormal
- Tuesday, October 20Felix Wagner9:31 AM
My order NP-21201 has said “processing” since Saturday. Is something wrong?
- Theo Marchetti9:33 AM
Hi Felix, let me check. One moment.
- Theo Marchetti9:41 AM
Found it: the Ember headlamp in your order was waiting on a restock that landed this morning. Your order is being packed now and will ship today.
- Felix Wagner10:19 AM
Great. Will I still get the 2-day shipping I paid for?
To Felix Wagner · live chat
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