Return & Refund Policy
The following Returns policy applies to purchases made directly from heynorby.com. Norby products purchased through other retailers must be returned in accordance with their respective returns and refunds policy.
When you receive your order, please inspect all elements and confirm that everything is included and that the items match to your packing slip. Be sure to save the box and shipping carton in the unlikely event that you'll need it for a return shipment.
What Qualifies for a Return?
We gladly accept returns for products purchased from heynorby.com within 14 days of shipment date.
We will issue a refund as long as the following criteria are met:
- Request is made within 14 days of shipment date.
- Product is returned in the same condition as it was when shipped and must be in new or like new condition.
- Must be received in the original packing material and with all of its accessories such as: charging platform, power cable, cars, tracks, accessories, and user guides. The product returned will be inspected when it arrives at the warehouse and you will be charged the selling price for any item missing or damaged and it will be deducted from the refund amount.
- Copy of a valid receipt or Norby direct online store auto generated order number is required.
How to Return a Product
To initiate a return, contact our Customer Care team by email
Please provide the following information
- Your Name
- Email Address
- Contact Phone Number
- Order Number
- Last Four Digits of the Credit Card Used to Purchase
- Date of Purchase
- Copy of Receipt
- Return Address
Our customer service representative will provide you with a prepaid shipping label, tracking number, and instructions on how to return the product. If you have multiple items to return, you may pack them in a single box with the packing slip. You can either schedule a pickup with the carrier or drop off the package at any of the carrier's locations. The prepaid shipping label will expire after 30 days. Please note that shipping costs will not be refunded.
How to Exchange a Product
If you purchased from heynorby.com and your product arrived damaged or incorrect, please contact our Customer Care team by email or call at 1-877-721-2654 (U.S or Canada).