Free shipping on all orders within Canada using code "BFFREESHIP"

Made in Canada and Ships from Canada

After-Sales Service Center

A. If You Have Received Your Order

If your package has arrived but there is an issue, please choose the category below for detailed instructions.

1. Product Problem (General)

If something does not look right with your order, please send us:

  • A full photo of the curtain (top to bottom)

  • A close-up of the problem area

  • A photo of the outer packaging and shipping label

  • Your order number

This helps us verify the issue and process a solution quickly.

2. Color Issue

If the color looks different from what you expected:

  1. Take 3 photos in normal lighting from different angles.

  2. If you ordered fabric swatches before, place the correct swatch next to the received curtain and take a comparison photo.

  3. If possible, take a photo in natural daylight.

This allows us to compare and confirm with the factory.

3. Product Quality Issue (including damage)

If your curtain arrived damaged or defective:

  1. Take a close-up of the damaged area.

  2. Take another photo from farther away so we can see where on the curtain the damage is located.

  3. Take a photo of the full curtain (top + bottom visible).

  4. Keep all packaging until we finish the claim process.

4. Header Issue (wrong header / upside-down / missing details)

If the header style is different from what you ordered, or if you suspect the curtain may be sewn upside-down:

  1. Take a clear close-up of the header.

  2. Take one photo showing both the header and the bottom together in the same frame
    (rod pockets can look correct even when reversed, so this helps us verify orientation).

  3. If pleats, tabs, or grommets appear different from your order detail, please send a screenshot of your order.

5. Material Issue (fabric looks or feels different)

If you believe the fabric or lining is not correct:

  1. Take a clear close-up of the care/wash label.

  2. Take a close-up photo of the fabric texture.

  3. (Optional) If blackout/shading is the issue, take a photo held against light.

6. Size Issue

If the curtain size does not match your order:

  1. Take a photo of the curtain hanging on your window.

  2. Use a measuring tape and take photos showing the actual width and length.

  3. Show both the top and bottom of the curtain in at least one photo.

  4. Provide a screenshot of your order size for verification.

B. If You Have NOT Received Your Order

1. How to Track Your Order

Once your order ships, you will receive an email with your tracking number.

You can track your order here:

  • Canada Post

  • UPS

  • USPS

  • ChitChats (if applicable)

If you did not receive a tracking number, please contact us with your order number.

2. Changed Your Mind? Don’t Want the Order Anymore

If your order has not been shipped yet, we can cancel it and issue a full refund.

If your order has already shipped:

  • We may be able to reroute or request a return, depending on carrier.

  • Custom-made curtains cannot be canceled after production starts.
    (You can still contact us — we will try our best to help.)

3. Package Lost / Tracking Not Updating

If the tracking shows:

  • “Delivered” but you did not receive it

  • “In transit, delayed” for more than 10 days

  • “No movement” for 5–7 business days

Please send us (support-canada@Northcurtain.ca) :

  1. Your order number

  2. Your full shipping address

  3. A screenshot of your tracking page

We will contact the shipping carrier and file a lost package investigation.
Once confirmed lost by the courier, we will reship or refund your order.