FREQUENTLY ASKED QUESTIONS
Shipping and Delivery FAQs
Yes, expedited shipping is our default option where available. If expedited shipping is not available in your region, we will ship your order using standard shipping.
- Canada:
- Standard Shipping: 2-3 business days
- Expedited Shipping: 1-3 business days
- United States:
- Standard Shipping: 3-4 business days
- Expedited Shipping: 2-4 business days
Please note that delivery times may vary based on your location and other factors such as weather conditions and border crossing.
We offer free shipping on all orders with no minimum purchase required. However, a flat fee of $5 applies to shipping costs related to warranty claims.
No, we do not ship to P.O. boxes, APO/FPO addresses, or any restricted zones. Please provide a physical address during checkout to avoid delays or cancellations.
If your shipment is lost or stolen, please contact us within 48 hours of the expected delivery date. We will work with the carrier to locate your package or provide a replacement at no additional cost to you.
Orders are processed and shipped during regular business days (Monday to Friday). Orders placed on weekends or holidays will be processed the next business day.
If you need to change your shipping address after placing an order, please contact us immediately at info@newageamerica.com. If the order has not yet been shipped, we will do our best to accommodate the change. If the order has already been shipped, we may not be able to reroute the package.
Once your order is shipped, you will receive a confirmation email with a tracking number. You can use this number to track your order through the link provided in the email or by visiting our "Track Order" page on our website.
We currently ship to Canada and the United States, including U.S. minority locations like Puerto Rico, Guam, and the U.S. Virgin Islands. Unfortunately, we do not offer shipping to Mexico or other international destinations at this time.
All our products are shipped from Canada. This ensures that your order is handled with care and delivered promptly to your location.
Please wait patiently. Tracking numbers may not be valid until the carrier scans the package and uploads the information. This usually happens shortly after the package is picked up by the carrier.
Returns and Refunds FAQs
We offer a 30-day return window for most products. To be eligible for a return, the product must be unused, in its original condition, and in its original packaging. Please note that custom products and PPE are not eligible for returns.
To initiate a return, please contact our customer service team at info@newageamerica.com to receive a Return Merchandise Authorization (RMA) number. Once you have your RMA number, securely package the item and ship it to the address provided by our customer service team.
For most returns, a flat fee of $5 will be deducted from your refund to cover return shipping costs. If the product is defective or damaged during transit, we will cover the return shipping costs.
Refunds are typically processed within 7 business days after we receive and inspect the returned product. You will receive an email confirmation once your refund has been processed.
We do not offer direct exchanges. If you need a different product or size, please return the original item for a refund and place a new order for the desired product.
If you haven’t received your refund after 7 business days, please check your bank account, contact your credit card company, or reach out to us at info@newageamerica.com for assistance.
Yes, sale items are eligible for return under the same terms as regularly priced items, provided they meet our return criteria.
Unfortunately, custom-made products and Personal Protective Equipment (PPE) are not eligible for returns. All other eligible items can be returned within 30 days, provided they are unused, in their original condition, and packaging.
Product Information FAQs
Our products are manufactured using high-quality materials and processes in facilities that adhere to strict quality control standards. While our primary manufacturing partners are located globally, all products undergo final inspection, packaging, and quality checks before being shipped to our customers.
We are committed to sustainability and use environmentally responsible practices whenever possible. Many of our products are made from recyclable materials, and we continually seek ways to reduce our environmental impact.
Our website provides detailed product descriptions, and specifications to help you make an informed decision. If you need further assistance, our customer service team is available to answer any questions you may have.
Yes, all our products come with detailed instructions for installation and use. If you have any questions or need additional support, please contact our customer service team at info@newageamerica.com.
We do not offer free samples, but we encourage you to take advantage of our detailed product descriptions to help make your decision. Additionally, our return policy allows you to return products if they do not meet your expectations.
Ordering and Payment FAQs
Placing an order is easy! Simply browse our website, select the products you want to purchase, and add them to your cart. Once you're ready, proceed to checkout to complete your order.
Orders are processed quickly, so modifications or cancellations may not be possible once an order is placed. If you need to make changes, contact us immediately at info@newageamerica.com, and we will do our best to assist you.
After placing your order, you will receive a confirmation email with your order details. If you do not receive this email within a few minutes of placing your order, please check your spam folder or contact us at info@newageamerica.com.
If you encounter any issues during payment, please check your payment details and try again. If the problem persists, contact your bank or credit card provider for assistance. You can also reach out to our customer service team for help.
Yes, we provide invoices and credit notes for all orders. You will receive an invoice via email when your order is shipped, and a credit note will be issued if applicable. If you need a printed invoice or have any questions about your invoice or credit note, please contact us at info@newageamerica.com.
The taxes applied to your purchase depend on the destination of the shipment and the applicable tax laws in that region. Here's a general overview:
Canada
For orders shipped within Canada, taxes are applied based on the province or territory to which the goods are shipped. The applicable tax rates include:
- Alberta, Yukon, Northwest Territories, Nunavut: 5% Goods and Services Tax (GST)
- Ontario: 13% Harmonized Sales Tax (HST)
- New Brunswick, Nova Scotia, Newfoundland and Labrador, Prince Edward Island: 15% HST
- British Columbia: 7% Provincial Sales Tax (PST) and 5% GST
- Saskatchewan: 6% PST and 5% GST
- Manitoba: 7% Retail Sales Tax (RST) and 5% GST
- Quebec: 9.975% Quebec Sales Tax (QST) and 5% GST
The tax is calculated on the total selling price of each individual item. Factors such as shipping, handling, discounts, and promotions may also influence the final tax amount. Please note that the "Estimated Tax" displayed at checkout may differ from the actual tax calculated when your order ships.
USA
For orders shipped to the United States, no taxes are applied. All orders are tax-free, and any applicable import duties or customs fees are covered by our company, ensuring a smooth and cost-effective delivery process.
Duties & Taxes FAQs
No, there are no import duties or customs fees for orders shipped to the United States. We cover all applicable fees under Section 321, ensuring a seamless and cost-effective delivery process. You won’t be charged any additional fees upon delivery.
No, all orders shipped to the United States are tax-free. You won’t be required to pay any additional taxes when your order arrives. We handle all necessary import duties and customs fees, so your delivery will be hassle-free.
If your order is held up at the border, it is likely due to customs processing. New Age Canada Inc. covers all applicable fees and works closely with carriers to ensure your order passes through customs smoothly. If you experience any issues, please contact our customer service team for further assistance.
Other FAQs
We accept a variety of payment methods, including Visa, MasterCard, American Express, JCB, UnionPay, Discover, and other methods as advised during checkout. All transactions are processed securely in either Canadian Dollars (CAD) or United States Dollars (USD) based on your location.
We currently ship to Canada and the United States, including U.S. minority locations like Puerto Rico, Guam, and the U.S. Virgin Islands. Unfortunately, we do not offer shipping to Mexico or other international destinations at this time.
If you receive a damaged or defective product, please contact our customer service team at info@newageamerica.com within 48 hours of receiving your order. Provide your order number and photos of the damage or defect, and we will assist you with a replacement or credit.
Yes, all our products come with a Limited Lifetime Warranty, covering defects in materials and workmanship under normal use for the lifetime of the original purchaser. For more information, please visit our Warranty Policy
Unfortunately, custom-made products and Personal Protective Equipment (PPE) are not eligible for returns. All other eligible items can be returned within 30 days, provided they are unused, in their original condition, and packaging.
Our customer service team is available during the following hours:
- Monday to Friday: 9:30 AM to 6:30 PM EST
- Weekends: 11:00 AM to 5:00 PM EST
You can reach us via email at info@newageamerica.com for assistance. For inquiries outside of our regular business hours, please contact us via email, and we will reply as soon as possible. Please note that online orders are accepted 24/7.
We occasionally offer discounts and promotions to our customers. To stay informed, check our website regularly for any ongoing deals.
Yes, we take your privacy and security very seriously. Our website uses SSL encryption to protect your personal information during transactions, and we comply with industry standards for data protection.
Our website provides detailed product descriptions, and specifications to help you make an informed decision. If you need further assistance, our customer service team is available to answer any questions you may have.
Yes, all our products come with detailed instructions for installation and use. If you have any questions or need additional support, please contact our customer service team at info@newageamerica.com.
A Wishlist is a feature that allows you to save products you're interested in for future reference. You can add items to your Wishlist to keep track of them and easily access them when you're ready to make a purchase.
You can reset your password by clicking "Edit Password" under "My Account." If you've forgotten your password and cannot log in, simply click "Forgot Your Password" on the login page, and follow the instructions to reset it.
Please check whether the account and password are correct. If you’re still having trouble logging in, please contact our Customer Service Team for further assistance.
