FAQ

SHIPPING CONFIRMATION

• You will receive an automatic shipping confirmation at the time your order is shipped that includes your tracking number.
• Tracking numbers can take up to 48 hours to update to its next scan location and not all shipping methods have step by step tracking. 

 

SHIPPING TIME

• Domestic delivery can take anywhere from 7-10 business days
• International delivery can take anywhere from 2-10 weeks depending on your country’s customs policies.

 

CUSTOMS FEES

• Every shipment that crosses an international border is subject to the assessment of duties and taxes.
• Each country determines the assessment of duties and taxes differently. 
• Please note: all taxes and duties are at the responsibility of the purchaser
• We do not have the ability to mark packages as having "No Commercial Value" in order to reduce potential duties due.
• Make sure to research your country's customs requirements to avoid any unexpected fees.

 

INTERNATIONAL SHIPPING TIME

International Economy/Standard Shipping 

• Done in conjunction with your local postal service.
• Shipments are trackable until they arrive in the destination country and then typically will not have updates until delivery. 
• If you have questions about your order location after it has arrived to your country, we recommend contacting your local postal service for updates.

International Expedited Shipping

• This shipment option tends to be more expensive, however, it is trackable from shipment until delivery!

 

FORMS OF PAYMENT

• Upon check out, you will be given the option to pay by bank issued credit/debit card or PayPal.
• American Express, Visa, MasterCard and Discover are accepted
• Pre-paid gift cards must be registered thru the card issuer to your billing zip code in order to process
• PayPal orders will be redirected to complete transaction.

 

ORDER CHANGES

• We are unable change billing information, item, size or quantity on an existing order.
• If you haven’t received a shipping confirmation, we may be able to process a shipping address change.
• Please reach out to our customer support center with your order number and new address desired.
• Your new address must be within the same country as the original address entered.
• An address change request is not guaranteed until one of our team members has confirmed your request has been processed.
• All orders are subject to our return & exchange policy.

 

ORDER CANCELLATIONS

• Orders cannot be canceled once it has shipped.
• If you have not received a shipping confirmation, we may be able to process an order cancellation.
• Please reach out to our customer support center and we will do our best to catch the order in time to change. 
• All orders are subject to our return & exchange policy.
• A cancellation request is not guaranteed until one of our team members has confirmed your request has been processed.

 

REFUNDS

• Once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days when issued to a credit card.
• Refunds issued to a bank account or pin-less debit typically take 10 business days to reflect on the account balance. 
• This time frame may vary from one financial institution to another.

 

RETURN/EXCHANGE

Policy

• Returns & exchanges are accepted within 30 days of order arrival to customer.
• Shipping fees are not covered for merchandise without damage or shipped incorrectly.
• Clothing that has been washed or worn will not be accepted for return.
• Music, media and accessories must be unopened, unused, and in condition as received.

To Return Item(s)

• Print and fill out form HERE
• Use original packaging (if possible) to return your item(s) to the following address including the completed form:

• Once your return/exchange has reached our office please allow up to 30 daysfor it to be processed.
• A representative will be in contact with you (via the email address used to place your order) to provide further details.

 

CONTACT US

EMAIL: store@thenewregime.com