Returns & Exchanges
There are no time limits on returns at Norm Thompson. If you're not 100% pleased with your purchase, we'll gladly provide an exchange or refund your purchase price (excluding discounts, and shipping and handling charges) for items returned in their original condition within 90 days after you receive them. Refunds will be made in your original form of payment. For products returned in original condition after 90 days of your receipt, you will receive a merchandise credit certificate equal to your original purchase price (excluding discounts, and shipping and handling charges) which will be good towards a future purchase at Norm Thompson.
The following policies may also apply:
1.) Unless defective or damaged in shipment, items marked with an "(H)" in the catalog and on our website cannot be returned. These products include those such as intimate apparel, certain third party branded goods, and health and personal care items.
2.) Products that are customized, monogrammed or perishable cannot be returned unless defective or damaged in shipment.
3.) Return of larger items may be subject to a restocking, return delivery and/or shipping and handling charge, except where prohibited by law.
To return or exchange an item, follow the instructions on the packing slip enclosed with your order. Please call our Customer Service Department at 1-877-718-7899 or visit normthompson.com/returnpolicy for complete details, or for assistance in returning or exchanging your purchase.
Exchange/Return with UPS®
Making an exchange or return is easy and convenient. All returned products must be in original product packaging and include all original parts. Following your packing slip instructions, just affix the UPS return label (provided with the majority of our shipments) to your package, covering or removing the original labels. Then just drop if off at any post office, hand it to your postal carrier, or use a U.S. mailbox. The postage is already prepaid! A fee of $9.99 will be charged when you use the UPS label to return or exchange merchandise. Please make sure to include the Exchange/Return Form with the shipment. When returning products original shipping and processing fees, and return postage are not refundable without prior approval from Customer Service. For exchanges, we cover shipping costs for the replacement order.
Because we want to ensure the safety and health of our customer, items marked with an (H) are not returnable if the package has been opened.
Exchange/Return without UPS
All returned products must be in original product packaging and include all original parts.
Please return your package via Insured Parcel Post (US mail) or UPS to:
Norm Thompson Returns
100 Murray Drive
Warren PA 16368
Please include the Exchange/Return Form with the shipment.
Keep your shipper's receipt until you have received your exchange or refund.
Attached to every packing slip is an Exchange/Return Form. Please fill out the form and include it with your return. All returned products must be in original product packaging and include all original parts. If you do not have an Exchange/Return Form, please follow the steps below:
1. Include your full name and address, including your zip code, and a contact phone number, email address or fax number, in case we have any questions about your return.
2. Include a brief explanation as to why you are returning the item(s).
3. Indicate how you would like the return handled. Would you like an exchange, gift card or a refund to the original payment method?
4. If requesting an exchange, please indicate the item number, item description, quantity, and the product price. Indicate size, color and alternative color, if applicable.
5. Indicate the name and address to which we should send your exchange or refund check, if applicable. Purchases made by credit card will be refunded to the original payment method unless otherwise noted.
6. If the new item(s) your are requesting total more than your return item(s), please include the payment method.
Processing Exchanges and Returns
If you request an exchange, Norm Thompson will cover the cost of shipping the replacement order to you. If you request a refund, we will refund using the original payment method. Please let us know if you would prefer a gift card in place of a refund.
Please allow 2-3 weeks for your return to be processed. Depending on your credit card company, allow 1-2 billing cycles for a refund to show up on your billing statement. If we have your email address on file, a return confirmation email will be sent.
To Receive an Exchange Sooner
For faster delivery of a replacement item, please call our customer service at 1.877.718.7899 (Mon.-Sat. 9am-9pm EST). We will charge your credit card for the replacement, and Norm Thompson will cover the cost of shipping it to you. Upon receipt of the return, we will promptly refund the amount of the original item(s).