USA: We ship everything except the footwear by USPS Mail. The orders will be shipped with Delivery Confirmation only unless you buy Insurance. We are not responsible for items that get lost in the mail. The only way to get your money back in case of a lost package is to buy insurance. The footwear is shipped by UPS or FedEx which takes 2-5 days depending on your location in USA. New Rock footwear is shipped for free from the warehouse. If you need to return and exchange them. You must pay for shipping back and then back to you again.
***Note*** Hawaii, please note that if you chose Parcel Post, this takes 4-6 weeks to get to Hawaii.
OUTSIDE OF USA: We ship everything by United States Postal Service. We ship Priority Mail, Registered Mail, Insured Mail, First Class Mail and Express Mail. Please NOTE that First Class Mail and Priority Mail are NOT Trackable at all! Priority Mail is only trackable if you get Insurance. Express Mail is always trackable. First Class Mail can take 1-6 weeks to be delivered. If you need a Signature Required, please let us know. We are not responsible for items that get lost in the mail. The only way to get your money back in case of a lost package is to buy insurance. Please note that the cost of shipping is NOT included in the insurance. Only the cost of the items insured is covered. Customers are responsible for all duty taxes or fees in your country. Shoes are shipped from the warehouse to us for International Customers because the warehouse does not ship footwear outside of USA. Footwear will be shipped a week after we receive your footwear order.
We offer exchange or store credit.
You have 8 days if your in USA to return a item. If you are outside of USA you have 20 days to return a item. We do not issue refunds for returns. You will receive store credit minus the shipping. Please contact us first before returning any item.
Clothing can be returned only if it still has the tags and is in perfect condition unworn. ***NOTE***(If you have animals, please make sure there is no animal hair on the clothing before you return it. Clothing with animal hair is NOT returnable! It's considered damaged and will NOT be accepted!) If you want to exchange an item for another size you will have to pay for return shipping to you. If you're not sure about the sizes, email us and we'll help you.
If you want to return an item because you don't like it, we will give you store credit minus the shipping amount.
Footwear can be returned as long as it is in perfect condition, but you have to pay for shipping and a 10% restocking fee. If you need help with shoe sizes, email us.
If the shoes are defective, we will send you an RA# to return the shoes and send you a replacement of the same shoe.