Return & Shipping Policy

Return

Customers who wish to return their merchandise because it’s damage or defective may do so within 5 days.  The merchandise must be in its original packaging and the item must be listed in our current catalog or on our website. Discontinued, damaged, and or partial returns will not be accepted. Customers shall bear the cost of return shipping and a 20% restocking fee will be charged.

Lost, Damaged and/or Defective Merchandise

Lost or damage products by Institution or Facility staff need to be resolved by the Receiving and Release Sergeant or his or her supervisor. Defective or damaged items upon arrival to the Institution or Facility may be returned at no charge to the customer. New-New Stuff will provide return labels at each Institution or Facility for such cases. A copy of the invoice bearing a staff signature indicating that the product was defective or damaged must accompany the returned items. New-New Stuff will refund the monies or replace the defective or damaged products at our discretion. Items such as shoes, clothing and musical instruments will be replaced unless customer requests a refund.

Shortages & Other Related Issues

Claims for shortages require a copy of the delivery receipt/invoice, which is attached to the package, from Receiving & Release and must be signed by the issuing officer. The invoice must clearly state the products that were missing and once verified we will process a refund or replacement of missing products.
Please email or mail the copy of the delivery receipt/invoice to expedite the process, our email address is orders@new-newstuff.com and our phone number is toll free (877) 673-2021. Mailing address is 1445 Santa Fe Avenue, Suite B, Long Beach, CA 90813.

The Recipient is responsible for inspecting and counting the merchandise at the time of delivery. Any physical damages or discrepancies such as crushed, opened, loose, or missing items must be noted on the delivery receipt/invoice at time of delivery. Claims for lost, damaged or defective merchandise must be reported to New-New Stuff within 5 days of the receipt of the merchandise. New-New Stuff may refer your claim to the delivery company after reviewing it. Claim Requirements; take approximately 2 to 3 weeks to process. Claims should include a detailed description, a photocopy of the invoice with the item number(s) encircled and delivery receipt (all discrepancies must be noted on that receipt). If your claim is for a damaged or defective item, it is important for you to submit the item itself. This serves not only as evidence of damage but also speeds up the claim’s resolution. All claims are determined on a case-by-case basis.

Shipping

New-New Stuff order are shipped via UPS and FEDEX and a fee of $5.95 is charged per package. Special Purchase Musical instruments such as guitar carry a shipping fee of $19.95. Upon completion of your first order a customer representative will contact you regarding the fees.

Cancellation

If an order is cancelled prior to being shipped there will be a 10% cancellation fee deductive from the amount refunded.  To avoid the cancellation fee you can  request an in store credit for a future purchase.

FAQs

What if my purchase doesn't arrive within the hour?

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Can I get my order expedited?

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Is Buying On-Line Safe?

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What if my purchase doesn't arrive within the hour?

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What if my items are damaged or defective?

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