FAQ

WHEN WILL MY MERCH ORDER SHIP OUT?

Most orders of in-stock merchandise ship out within 72 hours following order placement.

WHEN WILL I RECEIVE MY MERCH ORDER?

USA Domestic orders: 5-10 business days for delivery

International orders: 2-6 weeks. 2 weeks is normal, though Customs* can cause delays which are out of our control.

* International orders are also sometimes subject to customs fees and VAT taxes that you pay to your government. Please be prepared to pay these fees and taxes when picking up your package. For questions about fees and taxes in your area, please contact your local post office.

For any questions about your order please email us at info@newportfestivals.org.

WHEN WILL I RECEIVE TRACKING FOR MY MERCH?

USA Domestic orders: When your order ships, you will receive an email with your tracking number included.

International orders: Can not be tracked, therefore we can not refund an order even if reported as "lost" or "stolen". This rarely happens—usually your package is just tied up in Customs.

CAN I CHANGE OR CANCEL MY ORDER AFTER IT IS PLACED?

No, once an order has been placed it enters an automated system and no changes can be made to the contents of the order nor the shipping address.

CAN I RETURN MY MERCHANDISE?

No, all sales are final. Please review the sizing guide for each item closely prior to ordering. If you believe your item has been damaged prior to shipment or you were accidentally shipped an incorrect item, please email info@newportfestivals.org.

Damaged and defective items can only be replaced by the same item. If the damaged item is out of stock, you will be refunded the full price you paid. Creases and/or seam splits are not considered defective.

WHAT DO I DO IF MY ORDER WAS LOST, STOLEN, OR DAMAGED IN TRANSIT?

Thanks to 11th Hour Racing, we've partnered with Route to offer Green Shipping Protection at checkout to protect your order and the planet. If you choose to protect your order, Route’s expert support team will help ensure that your order gets replaced or refunded as preferred if your order ends up lost, stolen, or damaged in transit. Claims will be reviewed for approval within 1-2 business days from filing.

Need to file a claim? File here.

WHAT IS CARBON NEUTRAL SHIPPING?

Route is covering the cost to neutralize shipping emissions for all orders that are purchased through our sites at no additional cost to you. With every order, a donation is made to support an agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem.

WHAT HAPPENS IF I ORDER SOMETHING OUT OF STOCK?

We work hard to prevent this from happening. Occasionally, however, orders will slip through that contain out-of-stock items. In these instances, we reserve the right to cancel either the out-of-stock item(s) or your entire order; we will, of course, also issue a refund to your credit card for any items we cannot ship. We will also contact you to let you know that we have modified your order.

WILL I BE CHARGED A CUSTOMS FEE FOR MY ORDER?

All orders shipped outside the United States may be assessed customs fees by the government of the destination country. The shipping fees we charge for your order do not include custom fees. If you’re unsure of your country’s laws and policies regarding customs fees, please contact your local customs office. We strongly recommend you familiarize yourself with the customs charges in your country before you place an order. We are prohibited by law from declaring ordered merchandise as “Gift” on customs forms.

CAN I PLACE AN ORDER AND PICK IT UP AT YOUR WAREHOUSE?

Sorry, no. All orders must be shipped.

FOR ANY CUSTOMER SERVICE INQUIRES NOT ANSWERED ABOVE, YOU CAN CONTACT:

info@newportfestivals.org

We attempt to answer all inquiries within 24 hours of receipt and appreciate your patience.