Northstar Outfitters - Support and Operations Domain Notes (2026)

Business:
- D2C outdoor gear retailer (US market)
- Channels: Shopify, Amazon, wholesale
- Main warehouse: Reno, NV

Policies:
- Free shipping on orders >= 75 USD
- Standard shipping 3-5 business days
- Expedited shipping 1-2 business days
- Return window: 30 days from delivery
- Refund target: within 3 business days after return is received

Support Categories:
- ORD: order status, cancellation, address updates
- RET: returns, exchanges, refunds
- PRD: sizing, compatibility, care instructions
- WAR: warranty and replacements

Q1 2026 Metrics:
- Revenue: 4.82M USD
- Gross margin: 54.3%
- Return rate: 6.8%
- On-time carrier handoff: 96.1%
- CSAT: 4.6/5

Frequent customer questions:
- Where is my order?
- Can I exchange for another size?
- Is this product covered by warranty?
- How long does refund processing take?