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Professional Gear, Quality Knives & Hand Forged Axes
Professional Gear, Quality Knives & Axes
Help Center: FAQ for NORTH RIVER OUTDOORS

How can we help you?

RETAIL STORE & WEBSITE

Gear & Pricing

Are your prices the same on your website as in your store?

For the most part, yes. We always sell our gear at the best prices allowed and don't sell at suggested retail pricing. In rare instances, the price may vary because our manufacturers may requires us to charge certain prices for online sales.

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Do I have to create an online account to make a purchase?

Nope! You can purchase your items without creating an online account. However, by creating an online account, you do not have to re-enter your contact information every time you shop with us. The information that is stored in your account includes your name, address, email & phone number. We do not store your payment information.

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Do you sell gift certificates & gift cards?

Yes. Our Virginia Outdoor Store sells gift certificates that can be used for in-store purchases only & cannot be used for purchases within our website. For our online store, we sell gift cards that are only redeemable online. Gift cards purchased online cannot be redeemed inside our retail store or by phone.

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How is COVID-19 affecting the business? Are we open during this time?

At this time, NORTH RIVER OUTDOORS (NRO) is operating both at our Virginia Outdoor Store and Online. We ship Orders during normal business hours on Monday - Friday. Our Retail Store is open both during the week and on weekends and will follow local and state laws while opened to the public. This means, our business and our website is fully working and operational. We are answering emails and phones as best as we can through the COVID-19 Crisis at this time. Our Store Phone Numbers are being reviewed regularly with call backs but limited at our Outdoor Store.

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Is it safe to shop your website?

Yes! We strive to provide our customers with the safest & most secure shopping experience possible. We never store credit card numbers and we have selected professional security vendors such as McAfee and BuySafe to validate our website with the highest standards when handling your contact & payment information. Your order is processed using the highest grade Secure Socket Layers (SSL), which encrypt your credit card number to prevent theft. You will know when you have entered a secure area of our website when the address of a web page begins with “https:” and/or a padlock or key appears in the status bar of your browser.

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What are your store hours and where are you located?

Visit our official About Us Page for Store Address and Hours @ https://www.northriveroutdoors.com/pages/about-us

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What happens if I forget my password?

Please sign into our website as you normally would by clicking the Sign In button at the top of the page. Click the “Forgot your password?” option & enter your email address. You will then receive an email with your password.

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What is your privacy policy?

North River Outdoors will never sell your personal information to a third party. The information you provide is kept confidential & is used only to process your order. For your protection, we do not store your credit card numbers. Please see our Privacy Policy located on the bottom of our website, northriveroutdoors.com for more information.

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What products are available online?

We are continually working to increase the number of products that are available for purchase online. The current state of our website does not reflect the extensive product lines that can be found in our store or that we get in daily/weekly. If you have visited our store but do not see a particular product posted on our website, please contact us at sales@northriveroutdoors.com to inquire about availability.

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What is the item number/SKU?

Item number or SKU is the unique identifier for a product within our catalog. It’s usually comprised of three letters and four numbers. Item numbers can be found on every product page on our website next to the gear's title and pricing.

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Can I exchange a gear?

Yes. We can exchange any Gear before an product is sent out for shipping. Just contact us via email or the contact form after an order is placed and we can help to accommodate your request.

If the gear has already shipped, we cannot process exchanges. We recommend returning the item and then place a new order on NorthRiverOutdoors.com. For example: If you ordered a pack that ended up not fitting quite right, return the pack, and then place a new order for a different size or color.

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What if the product I ordered is defective, incorrect or damaged?

We'll work with you to make it right!

If you received defective, incorrect, or incomplete merchandise, please email us with our NRO Team as soon as you can. When working with our team, please include your order number and any details about the issue you’re experiencing in your message. NRO will arrange for a replacement or repair of your item, and we’ll take care of any shipping or postage costs you may incur.


Defective merchandise

Associated with manufacturer defects only, including but not limited to missing parts, accessories, or faulty functioning or operation.


Incorrect merchandise

If you received an item that was different from the item described on our website, or is the wrong size, color, or style than what you ordered, we will happily replace the item for you. In some cases, we may ask you to take a picture of the item you received and send it to us so we can notify the brand or shipper.


Damaged Merchandise

On the rare chance that an item you ordered arrived damaged, please keep all the packing materials as you received them, and then please call our NRO Team as soon as you can. It may also be helpful to take a few pictures of the package or the item so that we can see exactly what happened. NRO Team will arrange for a replacement of any item found to be damaged upon arrival within 60 days after you received it.

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Do we offer any coupon codes or special discounts?

From time-to-time, we do. Sign up for our regular newsletter and we offer promotions and discount codes, however, we only do so via northriveroutdoors.com marketing email, and texts and via our catalog. We do not partner with 3rd party coupon sites, and the codes they have are either multiple years old or fake.

Please note the coupon codes associated with our email/newsletter signup and cart abandonment programs are not valid with other promotions, sales, etc. Please see your email with the code for full restrictions.

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How do I know if ordering from your website is secure?

North River Outdoors uses the very latest in security technology and procedures to ensure that our customers data is secure and that the authorized cardholder has placed the order. Sometimes this means that orders may be delayed for further verification. We hope you understand this is necessary to protect our customers and the cardholder.

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I have some feedback for your website.

We would love to hear your feedback that you have for our Store and website. Feel free to send us your comments/feedback to our email sales@northriveroutdoors.com.

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Our Services

Do we sharpen knives and axes?

Yes, we do. We offer many knife and axe services with the information and rates available on "Our Services" page listed at the top and bottom of every product page.

Visit https://www.northriveroutdoors.com/pages/services for more information

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Do you clean and restore axe handles?

Yes, We restore many types of axe handles to their natural beautiful grain. We remove dirt and grit on handles as well as provide linseed oil.
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Do we sharpen Kitchen knives?

Yes, We sharpen all types of kitchen knives. We use commercial equipment and Japanese water stones to put a really sharp edge on your favorite kitchen knives. 
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ORDERS, SHIPPING & RETURNS

Orders & Payments

Can I pay your order with multiple Credit Cards or Payment Methods?

Yes, but you will need to contact us. Our Online system does not allow for the use of multiple credit cards on a single order on our main website. You must pay the online order with one credit card. We are an Retail Brick-n-Mortar Store so we can accommodate and help you to pay via multiple payment methods. Just contact the NRO Team either via email or over the phone and we can send you multiple invoices and handle payment over the phone.

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Do we charge payments when an order is initial placed or when shipped?

When placing an order with NORTH RIVER OUTDOORS with your debit or credit cards, We do not charge your card until an order actually ships our Store. We simple do what's called an "authorization hold" on your payment method until an item is ready to be shipped directly to you. Once a gear is shipped, we charge your payment method.

Please note: If paying with AfterPay, a 3rd party payment vendor, you will be charged immediately and will be asked to pay 4 easy payments directly with the AfterPay Payment Bank.

Placing authorization holds for credit and debit card transactions is a smart, safe, and easy way for merchants to protect themselves from fraud, chargebacks, and unnecessary refunds.

How Do Authorization Holds Work?

As noted above,NRO only charges your payment card when an item ships out. We never hold your money unless we're ready to fulfill your order. Here's a step-by-step how the process works:

  1. A payment card (debit/credit) is used to buy gear online at NorthRiverOutdoors.com
  2. The issuing bank automatically puts a hold on a predetermined amount of funds or available credit for the amount of purchase
  3. Once the gear is ready to be sent out and the sale is complete, the transaction is submitted for settling.
  4. The temporary hold is released.
  5. The final cost of the purchase is transferred from the customer’s account to the merchant.

This does not apply to AfterPay, 3rd Party Payment Method. When placing orders, NORTH RIVER OUTDOORS will place an authorization hold on the cardholder’s account if paying by credit card or debit cards. This hold temporarily decreases the consumer’s available credit limit (credit card) or available funds (debit card), in anticipation of completing the transaction.

Please Note: In the case of debit cards, authorization holds can expire, thus rendering the balance available again, anywhere from one to eight business days after the transaction date or if the order gets canceled, depending on the bank's policy. In the case of credit cards, holds may last as long as one to thirty days, depending on the issuing bank. This does not apply to AfterPay, 3rd Party Payment Method, used during checkout. They simply charge your card automatically with 4 easy payments.

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Do you collect sales tax?

North River Outdoors collects state sales tax on items shipping to Virginia through our website, NorthRiverOutdoors.com. In other states where we don't collect sales tax, it may be the customer's responsibility to assure that all appropriate state use taxes are paid.

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What is AfterPay Payment Method?

AfterPay is an awesome payment method that breaks payments into 4 installments. Your order is at least $30 or more. Website orders only. At this time, AfterPay is not available in our Retail Store but you can certainly place the order online and pickup the gear locally to take advantage of the AfterPay payment service.

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What payment methods do you accept?

We accept all major US Credit Cards payments that includes Visa™, MasterCard™, Discover™, and American Express™. We also accept check cards that are backed by Visa™, MasterCard™, Discover™, and American Express™ We do not accept international credit cards, credit cards with international billing addresses, gift cards other than NRO Gift Cards.

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I found the same product cheaper on another site. Would you price match?

If you find the identical in-stock product (same size, color, year) at a competitor’s website within 14-days of purchase, send us a email with the url website and a screenshot of the item and price and we'll credit you the difference. While we have a super awesome Price Match Policy, we do have some rules:


Price Match Rules

  • Excludes prices listed on marketplaces such as Amazon and eBay or sites that require a membership or subscription fee.
  • A price match will only be honored for up to three of the same item and items cannot be purchased for resale.
  • Price Match policy excludes gift cards.
  • You cannot combine a price match with other promotions, like a free gift or coupon code.
  • A price match will only be honored up to 40% off the original retail price of the item.
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The product I want has changed in price since last year. Can I get it for the same price this year?

We do not give rain checks for old coupons, sales, last year pricing, etc. All of our prices are subject to change at any time that are required and set by the Manufacturer.

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I just received a coupon code because I registered for a newsletter. How many orders can I place with the code?

Welcome codes can only be used on one order

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Do I get an order confirmation number?

Yes, you'll receive an order confirmation email that is sent to the email address used to place the order shortly after it’s placed and processed. This email will contain your order number, shipping and billing address, as well as the item(s) in the order. If you placed an order and did not receive an order number for some reason it may be in your span folder. You can contact us anytime and we'll be glad to send you out a order confirmation.

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I forgot to add a promotion code to my order, what do I do?

As soon as you notice you did not receive the expected promotion, please contact us via email and let us know what promotion coupon you wanted to use. There is a 14 day window from the time the order was placed in which we can apply the promotion to an order.

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What does “In Stock” mean?

Products that are marked as 'In Stock' will ship within 1 business day of the order being placed. In Stock items will be denoted as such when you are selecting the size/color.

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Shipping & Pickup

Can I pick up my order instead of having it shipped?

Yes. You can pick up your order at our main Outdoor Store located at 2941 RIVER RD W GOOCHLAND VA 23063. We are open Tuesday through Friday, from 1pm to 6:30pm and on Saturdays. We're also available after hours by appointment if needed. Contact Us to set up an appointment and we'll make accommodations to meet you near central Virginia.


We have implemented a new pickup at Store feature on our website. Please use it to let us know the time and date and we'll have the gear ready for you.
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Can I upgrade my order with faster shipping (after an order placed)?

Yes. Make your shipping choice in the checkout process, and additional charges will be automatically added when you place your order. If you placed the order with free or ground shipment, please contact our NRO Team either via email or phone and we can send you an invoice for additional shipment cost for 1-2 day fast shipping.

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Does a item ship immediately after using the AfterPay, 3rd Party Payment Service, when the first payment is made?

When using AfterPay, you will be charged four payments that is handled through the 3rd Party Payment Service. Once you select this payment option and finalized your checkout at NorthRiverOutdoors.com, your gear will typically ship 24-48 hours. If an item is not in-stock due to production issues or shipping restrictions impacted by the pandemic, we will notify you via email with an ETA (time-period). At that point, you will have the option to wait to receive your gear on the expected date, switch to similar item or cancel your order.

  • If you wait, you will continue to make the four payments on the schedule date setup by AfterPay. When you pay the 1st, 2nd or 3rd Payment, You will be communicated via email about your gear and an ETA.
  • If you choose to switch, we will ship your gear out immediately. Your payment via AfterPay is on a schedule between you and the payment service (beyond NORTH RIVER OUTDOORS)
  • If you choose to cancel your order, then we'll cancel your order, send you an email for your record and will automatically notify AfterPay so they can handle your refund.
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Do we ship outside the United States?

No. At this time, we only ship to locations within the United States.

There may be new countries added in the future. Please check our website often and send us an email if you have any questions.
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Do I have to be home to receive my package?

Only if an Gear order is over $500, in which case UPS or USPS requires a signature.

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Do you ship internationally?

At this time we only ship to USA and have started limited shipments to Canada.

In the Future and based on Product Restriction, We may ship international in 2022 including the following countries: Australia, Belgium, Brazil, Canada, Croatia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Great Britain, Hong Kong, Hungary, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Portugal, Singapore, Spain, Sweden, Switzerland.

However, we cannot assume responsibility for taxes or unexpected issues related to your delivery. If you are unsure whether an item can ship to your country, it is your responsibility to contact customs and get necessary verification.

Furthermore, in the event that your international order has been held or lost at customs or your local postal facility, unfortunately, we cannot issue a refund or a replacement.

If you wish to ship a product internationally, please note that the country of the billing address of your credit card must match the country of the shipping address you enter.

You may contact us and we'll advise if international shipping is allowed and available.

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How do I ship via Military Mail (APO, FPO, DPO)?

If you are shipping to a military base or diplomatic location, you'll be using an APO, FPO or DPO address. NRO makes this process easy!
  • APO stands for Army Post Office and is associated with Army or Air Force installations.
  • FPO stands for Fleet Post Office and is associated with Navy installations and ships.
  • DPO stands for Diplomatic Post Office and is associated with U.S. Diplomatic locations.
How do I format a military address?There are seven main components to a valid APO, FPO or DPO address.1. The name of the recipient. The rank/grade/rating is not required.2. The type of address where the mail is going. This could include:
  • PSC (Postal Service Center)
  • CMR (Community Mail Room)
  • UMR (Unit Mail Room) or just Unit
  • RPO (Regional Post Office)
  • APO (Army Post Office)
  • OMDC (Official Mail Distribution Center)
  • For Navy or Coast Guard vessels, the ship’s name and hull number.
3. The number of that address. For example:
  • PSC 1234
  • Unit 7400
  • USS Nimitz (CVN 68)
4. The recipient's Military PO box number (if they have one).5. The post office type (APO, FPO or DPO)6. The "state" designator (either AA, AP or AE). These "states" represent the USPS mail processing facilities that handle the mail traffic to and from each military location.7. The zip code, preferably ZIP + 4 (although not required)That’s it! Here are some sample addresses that are formatted correctly for each post office type:

Here is a sample APO Address:

PFC John SmithPSC 1234, Box 12345APO AE 09204-1234

Here is a sample FPO Address:

John SmithUSS Cochrane (DDG-21)FPO AP 96543-1234

Here is a sample DPO Address:

John SmithUnit 8400, Box 0000DPO, AE, 09498-0048

Additional helpful tips and restrictions:

  • It is not necessary to add the specific military formation or the recipient's rank
  • When mailing to a DPO address, do not add the street address of the embassy
  • Several restrictions apply when shipping to a military or diplomatic address:
    • Packages must weigh 70 lbs or less and cannot exceed 130" in combined length and girth
    • You cannot send any items restricted by the USPS or any perishable food
All APO, FPO or DPO packages will be shipped via USPS. Orders shipping overseas can take approximately 5 business days to reach the APO, FPO or DPO hub. It will take additional time to receive your package from there.
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How long will it take for me to receive my package?

This would depend on the shipping method selected and if the gear is in-stock. We ship UPS and USPS and will notify you in 24 hours if the product has shipped or there is an timeframe when you can expect to receive the product.

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Do we offer free shipping?

We offer free shipping on most outdoor gear and knives over $89. This excludes heavy shipping items like stoves, coolers and stands. Orders placed under $89 will have a low flat-rate shipping charge.
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What do you charge for shipping?

Shipping is calculated when you check out. Unless noted free shipping, the exact rate is determined by the carrier according to the total weight of your order & the method used to ship your order. We do not charge a flat rate handling fee on all orders to keep cost down. In the future, International orders may face import duties upon arrival of the destination country.

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What happens if my order is shipped to an incorrect address?

Orders that are placed online cannot be replaced or refunded if an incorrect shipping address is listed. Each order concludes with an order confirmation page and email detailing the shipping and billing information. You will be required to place a new order to be shipped to the correct address. If the incorrect order is shipped back to us, a refund or reshipment can be done.

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Why didn’t I receive an order confirmation or a shipping confirmation?

Check your Spam and Junk Email Folders. When you place an order with us you will receive two confirmation emails- the first one confirms placement of your order & the second email confirms shipment of your order once it is shipped.


If you have a SPAM filter enabled, you may not receive these emails. We encourage you to add our domain (northriveroutdoors.com) to your email client’s Safe List and check your SPAM folders regularly and before contacting our team.

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How can I track my order?

Yes! When your order has been shipped, we will send you an order confirmation email to the email address you provided during the checkout process. We will also send you a seperate tracking email with the tracking number once your item ships. In this email, a tracking number will be posted. Simply click on this number and you will be rerouted to the expediter’s website.

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How do I get a tracking number?

You'll receive an email with a tracking number for your order once the order is loaded onto our shipping truck to be sent out. Please allow 1 business day for that number to update and show movement, as it will still need to be scanned in by the carrier before updating with an expected delivery time. If your order ships in multiple packages you'll be given a tracking number for each package.

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My order was damaged in transit, what do I do?

If you receive a damaged package or item, please take pictures of it and send to us at sales@northriveroutdoors.com along with your order number. We'll need to submit a claim and may take up to 3 days for us to re-ship or issue a refund if item is un-replaceable.

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Where does North River Outdoors ship from?

Our central offices and warehouse is located in Goochland, Virginia which is between beautiful Charlottesville and Richmond VA. Depending on item availability, we may also fulfill your order from the manufacturer, who will ship to you directly.

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Does North River Outdoors ship to PO boxes?

Yes. Shipping to PO Boxes is FREE on orders that qualifies for free shipping. If orders are under $89, we ship a flat rate $9.99 and will ship via US Mail, which takes 4-10 business days to deliver. This is the only shipping method available for PO boxes and expedited shipping is not available.

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Refunds & Returns

When will I get a refund?

Once we receive your item, most returns are fully refunded in 3-5 business days. Please note, we do not charge your payment card until we ship all orders. If you order hasn't shipped and you cancel your order, we will release you order and your bank (payment method) will release your funds as we do not charge until it ships.

We also offer AfterPay Service to make 4 easy payments. If you paid via AfterPay and cancel your order, we will release your order and automatically notify AfterPay so they can release your payment terms.

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How do I cancel my order?

Please contact us at sales@northriveroutdoors.com with your order number to cancel your order. If your order has not been shipped, it will be canceled. If your order has already shipped, you must complete the return process as described in our Return Policy page.

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What do I need to know before returning an item from your store?

Refund or credit? You may choose a store credit or a refund for the full amount of the items you purchased. Refunds will be issued to the same credit card, debit card, gift certificate, or other form of payment used in the original transaction.Shipping costs. Return shipping costs are deducted from your merchandise credit or refund.For most returns, NRO will issue you an USPS label for a flat fee of $10 per package Like-new condition. We may refuse a customer return or charge a restocking fee when the returned item is not like new. Conditions that will lead to refused returns or restocking fees include when the returned item has:
  • A different serial number than the one originally shipped.
  • Missing parts or the original product packing material.
  • Damage because it was improperly packaged for return shipment.
  • Been heavily used.
  • Damage from drops, spilled liquid, or mishandling.
  • Gear that has opened packaged or indications that has been used
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What is our Return Policy?

Our Guarantee

The purchase of our products and gear is just the beginning of a long-lasting relationship between us and you as our customer.  We will replace or refund any purchase that does not mean this standard.

Returns

If you are not satisfied with your product, return it to us in new condition within the first 60 days of purchase and we will happily process your refund.

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