Frequently Asked Questions
1. Who is Norscot?
Norscot Group Inc. is an official licensee of STIHL®. The company is privately held with headquarters in Mequon, WI near Milwaukee. Founded in 1970, Norscot specializes in the development of turn-key marketing, promotional product, and brand identity programs.
2. What are my options for ordering?
Orders may be placed:
Call Customer Service 800.821-4821 (USA & Canada) 262.241.3313 (Worldwide)
Faxed to 800.653.4904 (USA & Canada) 262.241.4904 (Worldwide)
3. Which forms of payment are accepted?
We accept Visa, Master Card, Discover and American Express. You can also prepay your order with a check or wire transfer. Wire Transfers carry a $ 25.00 banking fee. Call customer service for a credit application 800-821-4821. Provided your application is approved, we can invoice you with terms.
4. Will I receive a confirmation of my order?
Orders placed on line will be confirmed electronically. The confirmation includes an order number, the list of items ordered, freight charges and tax if applicable. It does not give you the availability of the items; however, this information is available online at the time you place your order. For orders placed via fax, phone, or email you will receive a confirmation via email. Please be sure to provide your contact information.
5. Can I change/add/cancel my order?
We process orders throughout the day to ensure your package is shipped within 2-5 business days for in stock merchandise. If you need to cancel or reduce the quantity of an item, or change the shipping address please act PROMPTLY by calling Customer Service, 800.821.4821, Monday - Friday 8:00 AM to 5:00 PM CST. If you want to add to your order, or increase a quantity please place a new order. We will not be able to cancel or make changes to your order if it is already in shipping status. Dealer imprint and custom items may not be cancelled once production has begun. These items are not returnable.
6. How can I check the status of my order?
You can check on www.stihloutfitters.com by clicking “My Account” after logging in. You can also call Customer Service at 800.821.4821 or 262.241.3313, Monday – Friday 8:00 AM to 5:00 PM CST. Please have your order number available.
7. How do I redeem a Promotional Certificate or Rewards Promotional Certificate?
Place your order via our web site: www.stihloutfitters.com and click the “Pay with Certificate” button on the check-out page, simply enter your certificate number in the Gift Certificate field.
8. What is the Return Policy?
We at Norscot Group, Inc. are confident that our merchandise is the finest available. If for any reason you are not completely satisfied with your purchase, you may send it back within 30 days from date of purchase for an exchange or refund. Returns require prior authorization. Please call Customer Service at 800.821.4821 for a Return Authorization number. Refund is issued to the original form of payment upon receipt of merchandise. Norscot will reimburse for return shipping only if the product was defective or damaged upon receipt. You will be responsible for return shipping charges for merchandise that is not defective and returned within 30 days from the date of purchase. If authorized, returns requested 30 or more days after the date of purchase will be assessed a 15% restocking fee.
9. What if my order arrives damaged or boxes are missing?
Claims for damage or shortages must be reported to Norscot within 5 Business days of receipt of merchandise. If the damage or shortage is reported beyond 5 days, there may be no recourse. Shipping companies impose time limits on filing claims.
10. Why is there tax on my order when I am purchasing for resale? We are tax exempt, how do I send my Resale Certificate to you?
Norscot is now required to collect sales tax on internet sales. If you are purchasing for resale, please send your resale certificate to: firstname.lastname@example.org with a reference to your invoice number. We can update your file and adjust the invoice for you.