NEW ERA’S UPDATES
Shipping and Fulfillment
We are committed to providing fast and reliable delivery to all of our customers during these difficult times. While continuing to monitor challenges faced by the ongoing COVID-19 pandemic, higher-than-normal volumes may contribute to longer handling times. During checkout, we will warn you of any delays currently expected. Please note that most orders ship within 1-2 business days, however, some may take a little longer. If you have any concerns about your order's shipping status our Customer Care team would be happy to help! Just use the help button in the bottom right of this screen.
Return Policy Updates
We have extended our return policy for all orders placed 11/1/2020 - 12/24/2020. Please see the details below:*
- Return created within 30 days of the order date - you will be refunded to the original form of payment
- Return created 31 - 90 days after the order date - you will receive a gift card for the amount of your return.
Need to return a gift? Contact our Customer Care team using the help button in the bottom right of this page. Be sure to mention you are returning a gift you received and we will assist you with a replacement or issue a Gift Card.
*Exclusions may apply. Read our full return policy for more information.
COVID-19 Specific Updates
The health and safety of our team members and community is our top priority. Because of that, New Era has temporarily closed our stores in Los Angeles, CA and Buffalo, NY until further notice. Our website will be open 24/7. If you have questions on returning an existing purchase, you can find more details in our return policy. As we continue to monitor the situation closely, we ask that everyone please be safe and be kind to each other. We’ll get through this together.
- Your friends at New Era
Frequently Asked Questions:
Q: Can I continue to place orders?
A: Yes, we will remain open 24/7 online at Neweracap.com.
Q: How soon will my order ship?
A: We are currently experiencing delays of approximately 2-3 days in shipment processing which could impact delivery timing. For any additional questions, please use the help icon in the bottom right corner of your screen to connect with a customer care agent.
Q: Will there be delays with delivery service and shipping times?
A: While New Era has received no official delay notice from our partner carriers, we ask our customer’s to allow a few additional days beyond the estimate for delivery to occur. The ongoing pandemic as affected us all and our carriers are no exception. We encourage you to reach out to your carrier (UPS or USPS) if you are concerned about a possible delay. For delays in excess of 15 days, please contact our Customer Care for additional assistance.
Q: Can I still return items?
A: Yes, if you are unsatisfied with your purchase, we will gladly issue a refund within 30 days of the purchase for orders placed within the US only. You can find more details on how to return an existing purchase by reading our return policy.
Q: Are packages and product from New Era safe?
A: You can continue to order from New Era with confidence. According to the US Centers for Disease Control (CDC), “Although the virus can survive for a short period on some surfaces, it is unlikely to be spread from domestic or international mail, products or packaging.” You can find additional recommendations from the CDC on safe handling of packages under the “Deliveries and Takeout” section.
Q: How can I contact someone regarding an order?
A: To protect the health and safety of our Customer Care team, telephone support has been suspended at this time. Our agents are still here to help through email! Just use the “Help” button at the bottom right of any page to submit your request and we’ll respond as quickly as we can.
Q: What is New Era doing to help?
A: New Era continues to monitor the global situation and our heart is with all of those on the front-lines of this pandemic. We continue to work with all of our partners to prioritize the health and safety of those we work with. Efforts within our local community include the donation of N95 masks to local hospitals.
Monday – Friday: 9AM – 5PM (CST)*
Saturday – Sunday: Closed
*holiday hours may impact this schedule