Shipping and return policies for New Rock City
- Shipping Info
SHIPPING INFORMATION AND OPTIONS – US
Orders ship from Austin, TX and are typically processed within 1-5 business days for in-stock merchandise. Transit times quoted at checkout are estimates only and do not include processing timelines, unless explicitly stated. Shipping rates are calculated based on total weight, dimensions of the item(s) ordered, and the location of the receiver. Posters ship separately from other items in your order. If your order contains a presale item, please see PRESALE ITEMS below.
Your tracking information will be emailed to the address you entered at checkout once your order ships. Tracking for domestic shipments may take up to 48 hours to return results online.. If tracking does not work after this timeframe, please contact us: email@example.com
Packages are shipped per the shipping method you select at checkout. Carrier shipping delays can occur due to factors outside of our control. Please contact the shipping carrier if your package encounters delays. We do not offer refunds for shipping delays.
We are not responsible for packages lost due to an incorrect shipping address being provided with your order. You will not be refunded for your order. If your package is returned to our warehouse, you will be contacted via the email address used at checkout. We will allow 1 re-shipment of your order upon confirmation of your shipping address. If your package fails to deliver after your reshipment, we will refund the cost of the items in your order, minus the cost of shipping. If you are using Apple Pay or Paypal, please confirm your address is up to date.
Please note the following delivery times for the various domestic shipping methods:
USPS First Class - 2-5 business days
USPS Priority - 1-3 business days
USPS Media Mail - 2-8 business days
UPS Ground - 1-5 business days
Please be aware that these timelines do not include order processing time. Please see our shipping policy above so you are aware of these timelines which may prolong your delivery estimate.
SHIPPING INFORMATION AND OPTIONS – OUTSIDE THE US
Orders ship from Austin, TX and are typically processed within 1-5 business days for in-stock merchandise.. Transit times quoted at checkout do not include processing timelines. You will receive tracking information via email once your order ships.
INTERNATIONAL SHIPPING DUTIES AND TAXES
International shipments might incur import fees and duties & taxes that are not reflected in our shipping prices. We are not responsible for duties and taxes imposed on your order. Please consult your country’s customs office for details about any additional duties and taxes required for your order.
International delivery times average 10 business days once shipped, but can be delayed by customs. Some orders could take up to 8 weeks for delivery. If it is past the 6-8 week time window but your tracking has recently updated to show movement, your order is still on the way, and we will not refund any shipping costs. We are not responsible for these delays and this issue should be taken up with the shipping carrier or customs authority. If your tracking has not updated after the 6-8 week time period, please reach out to our customer care team. Please be aware that we are not financially responsible for products confiscated by the legal authorities of your country or state.; The customer is responsible for all shipping charges for orders that are refused upon delivery. Per the terms of our return policy, please note that shipping arrangements and costs incurred to returned or exchanged items are the customer’s responsibility.
Payment is charged immediately at checkout.
Pre-sale items are not available to ship at the time of purchase. Shipping timelines for pre-sale items are detailed in the product description.. If you are ordering a pre-sale item with an in-stock item, your order will ship when the pre-sale item becomes available (unless otherwise noted). If you’d like to receive your items separately, please separate your cart into multiple orders. Bundled items cannot ship separately
- Return Policy
Merchandise must be returned within 30 days of the date that it was received
Merchandise returned must be in new/unused condition
We are unable to accept returns on washed, worn, and/or abused items
We are unable to accept returns on media, cds, dvds, vinyl records, face masks and/or clearance/sale items at this time
Shipping cost & shipping sales tax incurred for returns are non refundable and within the customer’s responsibility
Refunds will be credited to your account within approximately 10 business days from the date the return is received by The Merch Collective. The credit may be reflected to your account on your next statement depending on the issuing bank and/or billing cycle.
Once our warehouse receives your item(s), your refund for the full value of the merchandise will be processed.
Due to inventory and accounting purposes, we do not exchange items received for different items than originally purchased. We can process an exchange for another size within the same product but, unfortunately, we cannot exchange them for another item. You will have to return the item for a refund then re-purchase the desired item.
Once our warehouse receives your item(s), your exchange will be processed within 7-10 business days.
Defective and/or damaged merchandise due to shipping must be reported to The Merch Collective within 30 days of purchase, and pre-authorized for return to be considered eligible for a refund.
Please contact customer service to obtain authorization. A refund of the original product cost within 10 business days from the date that the damaged/defective goods are received at The Merch Collective. Return shipping is the responsibility of the customer.