FAQ
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
You can cancel an order within 1 hour of placing it. After that, it may already be in processing, and standard return terms apply once it is delivered.
If you need to cancel or edit your order information, such as the delivery address or contact number, here is what to do:
- Email us at contact@shopnysa.com as soon as possible.
- Have your order number ready.
- We cannot guarantee changes after your order has gone into processing, which usually starts within 1-2 business days.
How can I track my order?
How can I track my order?
Orders are processed within 1-2 business days. Once your order ships, you'll receive a shipping confirmation email with a tracking number and a link to the carrier's website.
You can also log in to your account on our website and open your order to see its tracking link.
If you haven't received a tracking email within 3 business days of placing your order, check your spam folder, then email us at contact@shopnysa.com with your order number.
What if there is a problem with my order?
What if there is a problem with my order?
If an item arrives damaged, defective, or incorrect (wrong item, size, color, or quantity), email us at contact@shopnysa.com within 7 days of delivery. Please include:
- Your order number
- A brief description of the problem
- Photos of the item and the packaging, if damaged
We will replace the item or refund you, and we cover the return shipping. You can also reach us through the contact form on our website, Monday-Friday, 9 AM-5 PM ET.
For any other issue with your order, contact us as soon as possible and we will help.
didn’t receive all of my order.
didn’t receive all of my order.
Check your shipping confirmation email first. Larger orders can ship in more than one package, and each package gets its own tracking number.
If everything has been delivered according to tracking and an item is still missing, email us at contact@shopnysa.com within 7 days of delivery with your order number and the items you did not receive. We will investigate and resolve it.
Returns & Exchange
What is your returns policy?
What is your returns policy?
You can return items within 30 days of delivery if they are unworn, unwashed, and undecorated. Opened packaging is fine, as long as the items are in resalable condition.
For returns that are not due to our error, a flat $5.00 return shipping fee is deducted from your refund, and we provide the return label. Defective or incorrect items are free to return, as long as you contact us within 7 days of delivery.
To start a return, email contact@shopnysa.com with your order number. See our full Return & Refund Policy for details.
How do I initiate a return?
How do I initiate a return?
To start a return, email contact@shopnysa.com within 30 days of delivery with:
- Your order number
- The items and quantities you want to return
- The reason for the return
We will reply with a return authorization and a prepaid return label. Pack the items securely and send them back within 14 days of approval. Returns sent without authorization may be refused.
Once we receive and inspect your return, we will refund the approved amount to your original payment method. Refunds typically appear within 5-10 business days.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
We don't process direct exchanges. To exchange an item, return the original under our return policy and place a new order for the item you want. Placing the new order right away helps make sure it's in stock.
The same terms apply: items must be returned within 30 days of delivery, unworn, unwashed, and undecorated, and a flat $5.00 return shipping fee is deducted from your refund. If we sent the wrong item, size, color, or quantity, the return is free. Just email contact@shopnysa.com within 7 days of delivery.
To start, email contact@shopnysa.com with your order number.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your return, we inspect it and issue the refund to your original payment method. Refunds typically appear within 5-10 business days, depending on your bank or card issuer. We will email you if a return is refused or partially refunded.
Exchanges work as a return plus a new order. Your new order is processed and shipped separately, in 1-2 business days after you place it, and it does not wait for the return to arrive.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Orders are processed within 1-2 business days after payment confirmation. Delivery typically takes 4-6 business days after shipment, depending on your location and the carrier, so most orders arrive within about 5-8 business days of being placed.
Shipping is a flat $9.99, and it's free on orders of $250 or more. We ship to addresses within the United States only.
You'll receive an email with tracking information as soon as your order ships. Delivery times are estimates, and carrier delays, weather, and holidays are outside our control.
Do you offer expedited shipping?
Do you offer expedited shipping?
We currently offer standard shipping only, with delivery typically in 4-6 business days after your order ships. Orders are processed within 1-2 business days.
If you have a deadline, email us at contact@shopnysa.com before you order, and we will let you know if we can help.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
Possibly, if your order has not shipped yet. Email us at contact@shopnysa.com as soon as possible with your order number and the corrected address. Orders are processed within 1-2 business days, so the sooner you contact us, the better the chance we can update it.
Once an order has shipped, we can't change the delivery address. Please double-check your address at checkout. We ship to addresses within the United States only, and we are not responsible for packages delivered to an incorrect address entered by the customer.
