Frequently Asked Questions

SHIPPING & DELIVERY

When will my order ship?
 All orders are shipped M-F; we are closed on weekends & holidays.

Standard: Order processing time is 2-5 business days 
Priority: Order processing time is 1-3 business days.

Depending on your order, some ready to ship items will ship:

Monday - Thursday before 8 am (PST) - will ship same day
Monday - Thursday after 8 am (PST) - will ship next business day
Friday & Saturday - will ship on Monday
Sunday - will ship on Tuesday
How long does shipping take after ordering?
 After ordering, please allow 2-5 business days for us to process & ship your order. After your order is shipped, it takes: 

US (Domestic): It takes 5-7 business days for all standard shipping & 2-3 business days for all priority shipping depending on your destination. 

International: It takes 15-30 business days for all standard international shipping. Please note, some international orders may take more than 30 days depending on destination and customs.

Where is my tracking number? I have not received a shipping confirmation.
 As soon as you order is shipped, you should receive an email confirmation to the email address you provided during checkout. If for some reason you did not receive an email, please check your spam folder or go to 'Track your order' for a step by step instruction. 

Otherwise, please email us. We'll get back to you as soon as possible. ^^

Where is my package? Tracking says delivered but package not received
 Please note: NYCT Clothing is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order.

Please see below for some helpful tips in finding your package: 

1. The very best & the first person to ask where your package was placed/delivered is your mail carrier. Ask your mail carrier where he/she left the package. In cases where the package was misdelivered to a neighbor, the mail carrier may still be able to retrieve the package back if he/she still remembers where it was delivered to. 

Also, some packages won't fit the mailbox, so the mail carrier will deliver it to your front door/porch, garage, back porch, behind the bush or somewhere safe & secured. Try to remember where your mail carrier normally leaves larger packages & look there. 

2. For Apartments/Condos/Neighborhood with Community Mailbox

If you have a community or apartment mailbox, please check to see if the carrier left your package there. Often, if the package does not fit the mailbox, the carrier will leave a note or a key to a different bigger mailbox where other larger packages are left. The carrier might also leave your package with front desk, apartment leasing office or lobby receptionist. 

3. Ask around. Check with neighbors to see if the package was left with them either on purpose or by accident. 

4. Check with your family members. Someone else in the household might have picked up the package & put it somewhere out of plain sight. 

5. Call your nearest local post office to see if they might be holding your package. 

6. Wait 36 hours - in rare cases, packages may say delivered up to 36 hours prior arrival.

7. If the package still cannot be located, please contact us & we'll contact USPS for you so they can put a trace on your package.

8. In the meantime, file a complaint with USPS regarding your missing package - (Phone: 1-800-275-8777 or Online: USPS.com)

By filing a complaint, it helps USPS gather data on mail related crime such as mail theft to determine whether a violation has occurred. It can also help alert Postal Inspectors to problem areas and possibly prevent other from being victimized.
 
I have received my tracking but it hasn't been updated.
 The good news is that once you receive the tracking number your item is 100% packed. Unfortunately most of the time, the post office doesn't scan the initial package especially for international packages.So technically, you will not see an update until it reaches another facility or sometimes its actual destination,therefore do not freak out (^~^), your item is not lost, it is just in transit and in the hands of USPS. 

International orders: 
Some international packages do not have real time tracking information. Sometimes, a package will only show shipment and delivery with no updates along the way. 

Once the package leaves the United States, the destination country will generally assign it a new tracking number for their tracking purposes. Unfortunately, this number is not shared with USPS which is why the tracking status is not updated until delivery. 


 

INTERNATIONAL

Will I have to pay custom fees, VAT, duties and/or taxes?
Yes, all international orders may be subject to taxes, duties and custom fees. These fees are charged & collected by your government and are entirely separate from any shipping & handling fees. We do not collect nor do we calculate these fees. We recommend that you check with your local customs office regarding import charges, VAT, duties and/or taxes. 

For more info, 
please check our International Shipping & Delivery page.
Do you ship worldwide? How much does shipping cost?
 Yes. For more info, please check our International Shipping & Delivery page.

 

ORDERING


My order was declined, but my credit card was charged.
 Don't worry, you are never charged for declined orders. Your bank or credit card still shows those charges as pending until they receive a final confirmation that those orders were in fact declined, which usually happens in the evening. 

When you make a purchase online, your credit card is not actually charged at the moment. The card processor checks with your bank or credit card issuer to first make sure you have enough available credit to complete the purchase. At the time, your bank or credit card issuer places a hold, or pending charge, on the amount of the intended purchase against your card. The card processor then makes sure the other information you input (for instance, your address) is correct, and if all is well, the transaction is processed. If not, such as if you enter an incorrect address, then the transaction is declined.

In either case, your bank or credit card issuer still only has the pending charge on your account. The 
transaction won't be finalized until the early evening when the card processor sends final confirmations for all of the day's transactions to the banks as explained above. 

Please note, some banks or credit card issuers can take 48 hours or longer before they remove pending charges.
My card keeps getting declined, what should I do?
 Credit card decline can happen for any number of reasons such as credit card information not entered accurately or technical issues originating with your bank or credit card. 

We recommend to try submitting your payment again following these steps:

- Make sure you correctly enter your credit card number, expiration date & CVC number

-Make sure the billing address you enter is the same billing address where you received your monthly statement ( If you recently moved or if you didn't receive paper statements in the mail, call your bank or credit card company to verify your billing address). 

If you follow these steps and your payment still gets declined, call your bank or credit
card company to investigate the reason of refusal. 
How do I know if my order went through?
 After you placed an order, you will received an order confirmation to the email address you provided during checkout. Please double check the order confirmation to verify your shipping address and order details. 

Check your SPAM folder in the event the email did not get past your SPAM filter. 

If you still can't find your order confirmation, please contact us
Where is my order? I need help finding my order.
 After placing an order, you should have received an order confirmation & a shipping confirmation with a tracking number once it is shipped to the email address you provided during checkout.

If you have an account, just log in to your account to see the status of your order. 
Where is my order? I forgot my Order# and/or email address
 Don't worry, as long as you can provide us other information such as the First & Last name or Shipping Address that you provided during checkout, then we can easily look it up on our Order History. 

The more information you could provide, the easier for us to locate your order & assist you with any problem with regards to your order. 

There are instances where a different email address or first & last name is used when an order is placed, if you could provide all possible information pertaining to who the order is named after, it will help us find your order as quickly as possible. 



 

Didn't find your question? Please contact us & we'll try get back to you as soon as possible. ^ ^

Size Guide