FAQ

A. ORDER & PAYMENTS

1. How can I cancel or update my order?

To ensure fast processing and delivery, orders are handled quickly after being placed.

Order cancellations or modifications (including shipping address, item variant, or quantity changes) must be requested within 2 hours of placing the order.

After this timeframe, the order may already be in processing or production and cancellation is no longer guaranteed.

If you change your mind, there are two ways to request a cancellation or modification:

1.1. Self-Service Window: After placing your order, you will receive an email: an Order Confirmation and a dedicated link allowing you to manually edit or cancel your order within 30 minutes.

Please click the button View or Edit your order

Within 30 minutes, you can:

  • Change Contact Information
  • Edit Shipping Address
  • Update your order (remove or increase quantity)
  • Add more items.

The change you made in this email will updated immediately. New confirmation email will be sent after changing.

1.2 Standard Cancellation Policy

Per our official policy, orders may be modified or canceled within 2 hours of placement.

  • Via Email: Contact support@northedc.com. You must include a timestamped screenshot or proof of your request to ensure priority processing and a faster refund.
  • Via Text Message: You may also request a cancellation by texting us at +1 (917) 933-0363. Please note that this number is for text only; we cannot answer voice calls due to high volume.
  • Website: Use the "Contact Us" form on our website (https://northedc.com/pages/contact) to get in touch directly.

1.3 Beyond the 2-Hour Window

If your request is made after 2 hours, please contact us immediately. While orders typically enter processing after this window, we will make every effort to stop the shipment if it has not yet been handed over to the courier to avoid future inconvenience.

Once an order has been picked up by the shipping carrier, it can no longer be modified or canceled, and the standard Return & Refund Policy will apply.

2. I forgot to enter my discount code. What should I do?

We understand that you may have missed entering your discount code at checkout. Here are the available options to resolve this:

2.1 Cancel the order to re-apply the code

If the order is still within the eligible 2-hour cancellation window, it can be canceled so you may place a new order and apply the discount code correctly.

2.2 Contact us as soon as possible for manual application

Please contact our support team at support@northedc.com as soon as possible. If you provide us with the correct discount code and your order has not yet been processed for shipping, our team will be happy to manually apply the discount to your order for you.

3. Where can I find my confirmation email?

If your order was placed and processed successfully, an automated order confirmation email would have been sent to your registered email address.

Please check your Spam, Junk, or Promotions folders if you don’t see it in your main inbox.

If you are still unable to locate the email after checking all folders, please contact us immediately through one of the following methods:

  • Email: Send a message to support@northedc.com.
  • Text Only: Message us at +1 (917) 933-0363 (Please note: this is a text-only line; we cannot answer voice calls).
  • Website: Fill out the form on our "Contact Us" page (https://northedc.com/pages/contact) directly on our website.

Our team will investigate your order status and you will receive a response via email within 24-48 hours.

4. Is my payment information and credit card data secure?

At NorthEDC, we take the security of your personal and financial information very seriously. Your payment data is protected through the following measures:

  • Encryption and Security Standards: We use industry-standard encryption protocols to ensure that your credit card data and personal information are kept secure during the transaction process.
  • Secure Payment Processing: Your payment information is handled with the highest level of security, and we do not store sensitive credit card details on our local servers.
  • Identity Verification: In some cases, we may ask for proof of identity during the payment process to prevent fraudulent transactions and further protect our customers.

5. Can I place an order over the phone?

NorthEDC is an ecommerce business, so unfortunately we cannot take credit cards or orders over the phone. Please send SMS to us at +1 (917) 933-0363 and we will be happy to assist you in placing your order.

B. SHIPPING & DELIVERY

1. How long will it take to receive my order?

To ensure your gear is inspected and delivered securely, we follow a strict fulfillment and shipping timeline:
  • Order Processing (Handling Time): 2–4 business days (Standard) (Processing time is separate from shipping time)
  • Shipping Time (Transit): United States: 5–12 business days & International: 7–15 business days.
  • Total Estimated Delivery: You can typically expect your package within 7–19 business days from the date of purchase.
  • Peak Season Notice: During high-volume periods (November–December) or major holidays, please allow an additional 3–7 business days for carrier delays.Condition: This guarantee does not apply if the delay is caused by incorrect address information provided by the customer or customs clearance hold.

2. Why is the shipping time so long/taking longer than expected?

At NorthEDC, we prioritize the security and quality of every knife we deliver. Here is what you need to know about our shipping:

  • Fulfillment: Most orders ship from our U.S. warehouse. During high demand, we ship directly from our specialized facilities in Japan, Singapore, Spain, or China to ensure you receive the exact same premium knife without delay.
  • Secure Shipping: Since knives are "restricted items," we use specialized shipping lines to pass safety protocols. This prevents customs issues but may take slightly longer than standard mail.
  • Quality Check: Every knife undergoes a manual inspection to meet our strict "NorthEDC Standard" before shipment.
We stand behind our quality 100%. If your order hasn't arrived within 24 days or doesn't meet your expectations, contact us immediately. We will investigate and provide the most optimal solution for you.
Contact Us:

Rest assured, we’ve got you covered!

3. Where are NorthEDC knives manufactured and shipped from?

At NorthEDC, we maintain our primary production facility in the U.S. However, during peak seasons, we also utilize specialized overseas facilities to ensure product availability and optimize shipping costs.

  • Quality Control: Every knife undergoes strict QC before shipping, regardless of the fulfillment location.
  • Shipping Times: On average, orders arrive in 8–15 days.

Rest assured, we’ve got you covered! If there are any issues with delivery, we are fully committed to providing a replacement or return.

If it has been 24 days and your Knife hasn't arrived, please contact us immediately.

Contact us:

Rest assured, we’ve got you covered! We will do our absolute best to resolve this for you as quickly as possible.

4. My tracking shows my order is being "Returned to Sender." Why is this happening?

There are a few reasons why a package might be sent back to us:
  • Incorrect Address: A common reason is a typo or missing information (like an apartment or suite number) provided during checkout.
  • Processing or Carrier Errors: Occasionally, an issue can occur during the sorting or delivery process by the carrier that prevents the package from reaching you.

We will investigate the reason with the carrier and provide the most optimal solution for you - whether that is a free reshipment to a corrected address or a full refund.

Rest assured, we’ve got you covered! We will do our absolute best to resolve this as quickly as possible.

5. Why did I only receive part of my order?

There are a few common reasons why your items might arrive separately:
  • Split Shipments: To get your knives to you as quickly as possible, we sometimes split orders into multiple packages based on stock availability in our warehouses. Your remaining items are likely already on their way in a separate parcel.
  • Carrier or Processing Errors: Occasionally, an item may be misplaced during the fulfillment process or separated by the carrier during transit.
  • Theft or Damage: In rare cases, a package may be tampered with or an item stolen during delivery.

We will investigate the reason with our logistics team and the carrier to find the most optimal solution for you. 

C. RETURNS & REFUNDS

1. What is your return policy window and eligibility requirements?

We stand behind our knives 100% and want you to be fully satisfied with your purchase.

Here is our straightforward return policy:

  • Return Window: You have 30 days from the date of delivery to request a return or exchange.
  • Eligibility Requirements: The knife must be in its original condition (unused, unsharpened, and undamaged). It must be returned in its original packaging, including any accessories or documentation.
  • Non-Returnable Items: For safety and hygiene reasons, items that show signs of wear, use, or modification cannot be accepted.

How to start a return:

If your knife does not meet your expectations, please contact us immediately:

Once we receive and inspect your return, we will provide the most optimal solution for you-whether that is a full refund or a replacement. No hassle at all.

2. Who is responsible for return shipping costs?

We aim for a fair and transparent process:

  • Defects or Shipping Errors: If you receive a damaged or incorrect knife, no return is necessary. Simply send a video of the issue to support@northedc.com, and we will provide an optimal solution immediately.
  • Change of Mind: If you return a knife for personal reasons (e.g., changed your mind), the customer is responsible for the return shipping fees.

Need help? Contact us at support@northedc.com, text +1 (917) 933-0363 or use our "Contact Us" form for direct inquiries: https://northedc.com/pages/contact. Rest assured, we’ve got you covered!

3. Can I send a return back without prior approval?

No, please do not send any items back without contacting us first.

To ensure the process is as smooth as possible, we require all returns to be authorized by our team:

  • Why it matters: Because knives are "sensitive items," they must be shipped to specific fulfillment centers that can safely process them. Sending a package to the wrong address may result in it being lost or rejected.
  • Our Process: Once you contact us with your order number and the reason for the return (or a video for defective items), we will investigate the request and provide you with the correct return instructions.

Contact us for approval:

Rest assured, we’ve got you covered! We will work quickly to find the most optimal solution for you

4. How long does the refund process take?

Once we have processed your refund on our system, it typically takes 2–5 business days for the funds to appear in your account.

Please note that this timeframe depends entirely on your bank or credit card issuer. While we issue the refund immediately, some financial institutions may take a little longer to process and post the transaction.

If you don't see the refund after 5 business days, please contact us at support@northedc.com or text us at +1 (917) 933-0363. We will investigate the status with our payment provider to ensure everything is on track.

Rest assured, we’ve got you covered!

D. PRODUCT ISSUES & WARRANTY

1. What should I do if I receive a faulty, damaged, or incorrect item?

If your knife arrives with a defect, damage, or is the wrong model, please contact us immediately. At NorthEDC, we make this process as simple as possible:

  • No Return Necessary: For damaged or incorrect items, you do not need to ship the item back. 
  • Send a Video: Simply email a short video showing the issue and the pictures of the shipping label you received  to support@northedc.com text us at +1 (917) 933-0363.
  • Optimal Solution: Once we receive your video, we will investigate the reason and provide an immediate solution-either a free replacement or a full refund.

Rest assured, we’ve got you covered! We will do our absolute best to resolve this for you right away.

2. Will I be charged extra shipping if you send me missing items?

No, you will not be charged any extra shipping fees.

If we find that an item was missing from your order due to a processing error or a split shipment, we will cover 100% of the shipping costs for the replacement or the remaining part of your order.

3. My package shows "Delivered" but I haven't received it. What should I do?

It can be frustrating when tracking shows "Delivered" but your gear is nowhere to be found. Before panicking, please follow these steps:

  • Check the surroundings: Carriers sometimes place packages in discreet spots (behind bushes, under porches, or with a neighbor) to prevent theft.
  • Wait 24 hours: Occasionally, carriers mark a package as "Delivered" when it is still on the truck and will actually arrive the following business day.
  • Verify the address: Double-check your order confirmation to ensure there were no typos in the shipping address.

What we will do for you: If you still haven't found it after 24 hours, contact us immediately. We will:

  • Investigate the reason
  • Provide an optimal solution

Contact us:

Rest assured, we’ve got you covered! We will do our absolute best to help you track down your order.

4. What is your policy if my package is confirmed lost during transit?

If a carrier confirms that your package is lost, or if it remains stuck with no tracking updates for more than 15 days, please contact us immediately.

We understand how frustrating this can be, and we will handle it as follows:

  • Immediate Investigation: We will contact our logistics partners to investigate the reason for the loss or stall.
  • Optimal Solution: Once confirmed lost, we will provide the most optimal solution for you. No hassle at all.
  • No Extra Cost: You will never be charged for a replacement if the loss was due to carrier or transit issues.

How to reach us:

Rest assured, we’ve got you covered! We take full responsibility for ensuring your gear reaches your hands.

E. PRODUCT QUESTIONS

1. Can I purchase a sheath (Kydex/ Leather) for the Dual Form knife separately?

We are happy to confirm that we do sell our Kydex sheaths separately. The price for each Kydex sheath is $9.95 and each Leather Sheath is $11.95

To help us process this for you, please provide the following details:

  • The quantity you would like to order.
  • The color you prefer.
  • Your complete shipping address.

Once we receive this information, we will send you a secure payment link to complete your order.

2. How do I open and close my knife?

Because each knife in our collection features unique mechanisms, we recommend watching our demonstration videos to help you use them safely and easily:

Can't find your model? If the knife you purchased is not on this list, or if you need a more detailed walkthrough, please contact us via email, our website, or text us at +1 (917) 933-0363.

We will investigate the request and provide you with the most optimal guidance or a specific video tutorial for your exact model.

Rest assured, we’ve got you covered! Safety and ease of use are our top priorities.

3. How do I use the Fire Starter included with my knife - FORGESPARK MULTI-TOOL KNIFE

The Forgespark Multi-Tool Knife is designed for survival, and using the integrated fire starter is straightforward. You can find the ignition tool tucked into the end of the knife sheath.

To start a fire:

  1. Remove the tool: Pull the fire starter rod out from the slot at the base of the sheath.
  2. Strike for sparks: Hold the fire starter rod firmly and scrape the blade of your knife (or the dedicated scraper on the multi-tool card) against the rod using a quick, forceful downward motion. This friction will create sparks to ignite your tinder.

the position of the parts in the knife: https://drive.google.com/file/d/1rw5asZh39WVfxyy1j4PJ-YIbcgIxc_vp/view?usp=sharing

More than just a knife: Your Forgespark is a versatile survival tool. In addition to the fire starter, it includes several other built-in features:

  • Integrated Sharpening Stone: Located on the side of the sheath to keep your edge honed in the field.
  • Multi-Tool Card: Features a bottle opener and wrench functions.
  • Glass Breaker: Located on the pommel of the handle for emergency exits.
  • Lanyard Hole: For securing your gear.

F. TRUST & COMPANY

1. Do you offer a discount for Veterans or Active Duty Military members?

Yes, we do! At NorthEDC, we have profound respect for those who serve. We are proud to offer a special discount for Veterans, Active Duty Military members, and First Responders.

How to claim your discount:

  • Contact us: Send an email to support@northedc.com or text us at +1 (917) 933-0363.
  • Verification: Simply provide a photo of your ID, a specialized email address, or any document that verifies your service.
  • Receive your code: Once we verify your status, we will provide you with a unique discount code to use at checkout.

We will investigate your request quickly and provide the most optimal discount available as a token of our appreciation for your service.

2. Where is NorthEDC headquarters located and can I visit in person?

NorthEDC is a U.S.-based company, but we operate as an online-only retailer. To keep our operations efficient and our prices competitive, we do not have a physical storefront or a public showroom for in-person visits.

How to "see" our gear: Since you can't visit in person, we do our best to provide high-quality photos and videos of our knives on our website and social media. If you have specific questions about a knife’s size, weight, or feel, please reach out!

Contact us for details:

Rest assured, we’ve got you covered! Even though you can't visit us, our 30-day satisfaction guarantee means you can try out our gear at home risk-free.

3. I saw some negative reviews about shipping times or support. Is this still an issue?

We have taken all feedback seriously and implemented major improvements to ensure a premium experience:

  • Reliable Shipping: Since knives are "restricted items," we now use specialized shipping lines to prevent customs delays or rejections, ensuring your gear arrives safely.
  • Faster Support: Our team has been expanded to guarantee a response within 24–48 hours via email or text at +1 (917) 933-0363.
  • 24-Day Guarantee: If your order hasn't arrived within 24 days, we will investigate the reason and provide the most optimal solution (replacement or full refund) immediately.

We are a U.S.-based company standing behind our gear 100%. Any past issues have been addressed to provide you with a no-hassle experience.

Rest assured, we’ve got you covered!

4. How can I stop receiving marketing emails from NorthEDC?

We're sorry to see you go, but we make it easy to manage your preferences: Click the "Unsubscribe" link located at the very bottom of any marketing email we send. This will remove you from our mailing list instantly.

Rest assured, we’ve got you covered! If you ever change your mind, you can re-subscribe through our website at any time.

G. CUSTOMER SUPPORT

How can I contact NorthEDC customer support and what is the response time?