How much is shipping?
We currently ship using USPS 2-3 DAY PRIORITY MAIL for most shipments but sometimes use FEX EX OR UPS. All shipments originate from our warehouse in Southern California. When you check out, your shipping costs will be calculated in your total cost. PLEASE NOTE: Fed Ex does not ship to P.O Boxes.
When will my order ship?
Orders ship out within 5 working days after placed. Once your order ships, you will receive an e-mail that will include the tracking number. Please note, we do not ship on weekends or holidays. Orders placed after 12 pm PST will ship out at the start of the following business week.
What happens if I put in the wrong address?
Please check your address carefully, as we must charge shipping errors and refusals to your account, unless they were caused by us. Shipping errors include incorrect address, address change, failed delivery, and refusal by you. In these cases, you will be charged shipping costs to and from your shipping address.
How do I proceed if my order doesn’t arrive?After an order has been shipped to the address provided, we cannot be held responsible for lost, misplaced or stolen packages. Please contact the shipping provider noted in your shipping confirmation email.
We currently just offer US domestic shipping through our website. However please contact us directly at firstname.lastname@example.org and we can quote you shipping for international deliveries or we can use your own Fed Ex or UPS account.
How do I make a return or exchange?
- We want you to be thrilled with your Newlie purchase. If you’re not, we give you 30 days from receiving your order to decide to return or exchange it.
- Simply email us at email@example.com to receive the return/shipping form. Items must be received back at the warehouse within 30 days of purchase.
- Merchandise must be returned in UNUSED, RESALEABLE CONDITION, WITH ALL ITEMS INCLUDED WITH THE ORIGINAL PACKAGING MATERIAL. (We want you to be happy!! If you have a defect with your merchandise during or after the 30 days, please see our warranty policy below.)
- Please check your order carefully upon receipt. If any item is broken or damaged, or if you have received the wrong item, contact or customer service department immediately at firstname.lastname@example.org with photos of the damage.
- If approved, we will issue you an RA (Return Authorization) Number.
- We usually respond via return email within 24 hours.
- Please check your spam/junkmail box in the event you do not receive a reply within 24 hours. Please call us at: (800) 324-1272 should you experience any problems.
- Refunds will be issued back to the original form of payment, unless you specify store credit. If your item was a gift, please specify this so we can issue you store credit and not refund the original purchaser.
- A $5.00 restocking fee will be applied to every return.
- Shipping costs are not refunded.
- Refusing delivery is not an acceptable way to return an item. Refused packages will be treated as unauthorized returns and be charged 10% restocking fee, plus double shipping, as the carrier charges us both ways.
- Of course, if the return or exchange is due to an error on our part (such as wrong item/color), we will pay all shipping costs related to your return or exchange.
- All sales are final for locations outside of the United States. We do not accept exchanges for international shipments, including Canada. You may return the product for a refund excluding shipping costs.
What can be returned or exchanged?
- Any item purchased through Newlie.com is eligible for return or exchange within 30 days of receipt.
- Any item purchased at one of our retailers must be returned or exchanged directly through them.
- You will not be refunded for items not received by our warehouse.
- All items must be returned in their original, unused, un-washed, smoke and pet allergen free condition with all original tags and accessories.
- All returned or exchanged items will be inspected and Newlie reserves the right to deny or refuse a full refund based on the returned condition.
- Items that are marked “Sale” are not returnable, regardless of receipt date.
- International orders cannot be exchanged. You must make a new purchase on Newlie.com.
Do you cover return/exchange shipping?
Eventually as we grow we’d like to cover return or exchange shipping fees but for now return or exchange shipping fees are the responsibility of the customer. We encourage you to get a tracking number and insurance for your return or exchange as we can’t be held accountable for packages that get lost on their way back to us.
How long does it take to process a return?
Once we receive your package, please allow 10 business days from the date you send your package for your return or exchange to be processed.
What if I receive a damaged good?
That’s no good! Please contact us immediately as all damages must be reported within 48 hours upon receiving your order. Please email us at email@example.com a photo of the damage and if approved, we will give you instructions on how to return your product.
If you find a manufacturer defect with your bag contact us right away to make a claim. Please send photos of the defect to firstname.lastname@example.org.
For the first 30 days from the date of delivery, Newlie will issue a call slip at our expense for any manufacturer defect and either repair or replace your bag.
If claims are made after the first 30 days up until 90 days after the date of delivery, the customer is responsible for returning the bag and Newlie will repair or replace the bag and return it at our expense. Please email us.
Any claim made after 90 days up until 1 year of purchase, please contact us and it will be dealt with on a case by case basis.
Our warranty does not cover natural wear and tear or misuse of the bag.