Thank you for your purchase!

Orders will ship within three business days (Monday through Friday) from Pittsboro, NC.  We will email you an invoice/receipt and tracking number.

• Due to vendor limitations, New Horizons Trading Company can only ship within the continental US.
• Please use the Notes section of our order form to request a signature upon delivery or to make us aware of other special requests.
• We offer free shipping on orders over $75. Items that do not qualify for free shipping include larger items like tents, camping furniture and certain coolers. For large items under 15 lbs, flat rate shipping of $9.95 is applied. For oversized items over 15 lbs, shipping is a $19.95 flat rate. 
• In some cases you will be contacted to pay an addition shipping/handling cost and can choose to pay it by phone or cancel the order for a full refund. This would only happen if an item is excessively expensive to ship. 
• We only ship within the United States, and do not ship to freight forwarding locations. If the order is set to ship to areas outside the United States or to a freight forwarding location, your order will automatically be cancelled and any payment refunded.
• You will find your packing list and return form (if applicable) in the plastic pouch on the outside of the package behind the shipping label. If this was lost, we will be happy to email you a copy.
• Please note that all clearance items are final sale. No returns and no exchanges on clearance merchandise.

Returns & Exchanges:

Returns must be made within 30 days of receipt.  Returned or exchanged items need to be new, unused, unworn and in their original condition.  Tags should be on the product, and all parts, accessories and product literature included.  We reserve the right to deny any return that does not meet these criteria.  Exchanges are subject to availability.  If the item you request to for an exchange is not available you will be contacted and a refund processed.

General Return Instructions:

*Return your product to New Horizons West (674 West Street, Pittsboro, NC) in person or by any shipping method you prefer.  If you return an item in person to the store please bring your original invoice/receipt.

• Shipping costs are not refunded.
• If sending the item back to us you are responsible for the shipping cost.
  • Send an item back to us by completing the following steps:
    • fill our our Return Form which is enclosed in each eligible shipment
    • pack the item into its original packaging or any other clean, sturdy packaging
    • be sure to include the return form along with all tags, pamphlets and warranty information, parts and attachments. Please include all manufacturer packaging that was sent such as shoe boxes, hang tags, etc. Failure to do so could void your return.
    • Your refund will process within 5 days after we receive your merchandise on the original method of payment. 

Damaged Items:

We care about your satisfaction and our merchandise so we securely pack all orders in sturdy packaging.  However, items can get damaged in transit.  If possible, inspect your package for damage before accepting it and if an item is damaged do not accept the delivery.  If you discover shipping damage after accepting the delivery you will need to file a claim directly with the shipping company.

Lost/Stolen Items:

Once your package is marked delivered via tracking, we are unable to process claims. 

USPS claims can be found here: https://www.usps.com/help/claims.htm

UPS claims can be found here: https://www.ups.com/us/en/support/file-a-claim.page

We do not currently ship using Fedex.

Warranties:

Most warranties are handled with the manufacturer directly.  New Horizons offers no warranty of its own.  If you believe you have a warranty issue, look at the manufacturer’s website for warranty help or contact [email protected] for guidance on how to connect with the manufacturer.