Shipping and Returns
ORDERS
Orders take 3–5 business days to process and pack. This timeframe is separate from the shipping time.
Please ensure that your shipping and billing information is entered in English. We cannot make changes to your order once it has been placed. Double-check your information before submitting your order.
We are not responsible for incorrect addresses submitted at checkout.
If there is an issue with the items you receive, you must notify us within 7 days. Claims for damaged items must include clear photos of the damage.
SHIPPING & TRACKING
You will receive an email with a tracking number once your order ships. If you haven’t received a tracking email, your order is still being processed.
U.S. SHIPPING POLICY
Processing, packing, and shipping may take up to 9 business days. This does not include the shipping carrier’s delivery time.
Standard shipments are sent via USPS, UPS, DHL, or a similar service. Orders to Hawaii, Alaska, PO Boxes, APO/FPO, and U.S. Territories will ship via USPS or an equivalent service.
You’ll receive a tracking email once your package is on its way.
DELIVERY CLAIMS
If your tracking shows your order was delivered but you didn’t receive it, you must contact the carrier directly within 7 days to file a claim.
NewtoCulture is not responsible for packages marked as delivered by the carrier. We do not issue refunds or credits for these packages.
We are happy to help with the claim process, but the initial report must be made to the carrier. Claims may take up to 30 days depending on the shipping provider.
HAWAII, ALASKA, PO BOXES, APO/FPO & U.S. TERRITORIES
We do ship to PO Boxes, APO/FPO, and U.S. Territories. These shipments must go through USPS or an equivalent service.
INTERNATIONAL SHIPPING
Please allow up to 5 business days for processing and packing of international orders.
International orders ship via USPS, DHL, or an equivalent service and typically arrive within 7–14 business days after shipment, depending on destination and delivery method.
All international orders are shipped DDU (Delivery Duties Unpaid), meaning you may be responsible for customs duties or fees in your country. These are not included in the shipping cost.
You’ll receive a tracking number once your order ships.
CUSTOMS, DUTIES & TAXES
All duties, taxes, and import fees are the customer’s responsibility. We do not collect or calculate these charges, and cannot predict the cost.
If customs fees are required, you must pay them for the package to be released. Some countries may also require COD (Cash on Delivery) payments to the local carrier.
We are required to declare the value of your order on the package. Customs agents may hold or delay the package, or in rare cases, deny its release.
If you have questions or concerns, please contact us at newtoculturellc@gmail.com