Questions & Answers
- Q: I'm having trouble completing my order online.
A: Call us at 212-769-0535 (Mon-Fri, 9am-5:30pm EST) and a sales agent will assist you in completing your order over the phone.
- Q: How much does shipping cost within the US, Puerto Rico, and Canada?
A: You will receive an estimated shipping cost in your shopping cart before you checkout. We offer shipping through UPS and USPS.
- Q: How long will it take for my domestic package to arrive?
A: Delivery time for domestic orders ranges from 1-5 business days through UPS or USPS. We offer faster delivery options. Orders placed after 3pm EST will not ship until the next business day.
- Q: How do I track my order?
A: You can track your order through the carrier's website using the tracking number provided in your shipment confirmation email. You can also contact us with your order number and we can provide you with the tracking information.
- Q: What happens if the courier is unable to deliver my package and it is returned to us?
A: If your package is returned to us, we will contact you to discuss an alternate address for re-shipment. If you choose to have the package re-shipped, the original card will be charged for the 2nd shipping cost. If you do not want the package re-shipped, we will refund the cost of the item (shipping and handling are non-refundable) and email you a confirmation.
- Q: What could cause a delay in my order?
A: There are several reasons why your order might be delayed:
- If a product is on backorder, we will wait a few days (if necessary) to ship all parts of your order at the same time. Expedited delivery orders will be informed of the status of the order components.
- If the billing address entered during checkout does not match the address on file with the credit card company, we may need to confirm the validity of the order to avoid potential fraud.
- If a product is out of stock in the requested style/size and we are unable to reach you via email or phone to discuss alternative options.
- Q: Can I return clearance items?
A: No, all clearance items are final sale and cannot be returned or exchanged.
- Q: Do you accept checks or money orders?
A: No, we only accept PayPal and major credit cards.
- Q: Do you ship internationally?
A: Yes, we do! Delivery times vary depending on the carrier:
- UPS: 4-8 business days
- USPS Priority: 6-10 days
- USPS First Class: 2-8 weeks (depending on distance from the US)
- Q: A product says "Please add 5-7 business days to the delivery time of this product." What does this mean?
A: Items describing additional times for its delivery are shipped directly from our affiliate warehouses or directly from the artist, depending on the product. While we try to keep inventory in our office and warehouse, some products are made on demand and require additional shipping time.
- Q: What if the courier is unable to deliver my package, and it is returned to NYCwebStore.com?
A: We will make every effort to contact you via email and phone concerning a returned package. You can also reach us at 212.769.0535 or by email to let us know of an alternate address to ensure the re-shipment will be delivered. Depending on the courier service requested, we will charge the original card for the 2nd shipping cost. If you choose not to have it mailed out, we will refund the cost of the item (shipping, handling, and gift wrap are non-refundable) and email you with this confirmation.
- Q: What does it mean when an item is backordered?
A: When an item is unavailable to send out for several days or more, we put it on backorder until it becomes available. We try to include an estimate of its shipping date both on our website and on your invoice.
- Q: How do I cancel or change my order?
A: Please contact us as soon as possible if you need to cancel or change your order. We will do our best to accommodate your request, but we cannot guarantee that it can be done as the order may have already been processed and shipped.
- Q: What is your Return Policy?
A: Our Return Policy can be found here.
- Q: How long will it take to process my return?
A: Please allow 7-10 business days for your return to be processed once it is received at our warehouse.
- Q: How do I exchange an item?
A: To exchange an item, please return the original item for a refund and place a new order for the desired item.