FAQs
Everything You Need To Know About COVID-19 and UV
At UV, we are taking the COVID-19 outbreak very seriously and doing all that we can to follow the guidance of local and state health officials to keep both our employees and our amazing customers safe. Currently, our online store is open for business. Due to high order volume and the extra safety precautions we are taking, your order may take a bit longer to ship than it normally would. If you have further questions about an order, live chat with us here on the site or send us a message at Support@NewEle.com. In addition, we'll keep this page updated with the latest and greatest info in effort to help answer any concerns you may have.
Checkout
What type of payment do you accept?
NewEle.com accepts all major credit cards, and Paypal.
Why am I being charged taxes?
Items sold on NewEle.com and shipped to locations in the US may be subject to tax depending on territory.
Orders
Can I cancel my order?
We accept order cancellation before the product is shipped or produced. The refund of the order will be processed after the order cancelled and it may take 1-5 business days to return to your original payment bank. We DO NOT accept the order cancellation request if the product is already shipped out.
Can I remove/add an item to my order?
Once an order has been placed and confirmed by a customer, no changes can be made to the items purchased.
Can I change my shipping address?
Yes, we can update your address, as long as your order has not been shipped. This is time sensitive and will require that you call customer service immediately to see if an address update is still an option. If customer service is not available, please email your request and include the correct address, we will get back to you as soon as possible with an update if the change was able to be made. There is no guarantee once the order is placed that your shipping address can be changed.
Can I apply a coupon code to my order after it has been submitted?
Once an order has been placed and confirmed by a customer no changes can be made. If a coupon was omitted at checkout it cannot be retroactively applied. If your order was just placed you can contact customer service to see if your order can still be cancelled, so that a new order can be placed with the discount code you desire to use.
Items in my order went on sale or promotion after my order was placed, will you price match?
Orders are processed right away and are unable to be modified, so discounts or promotions cannot be applied to previously placed orders.
How can I track my order?
After an order has been shipped you will be emailed a tracking number. If you have an account, you can also sign in to get your tracking information as well.
I received a damaged item, what do I do?
If you receive a damaged item please submit a picture of the damage to Support@NewEle.com within 48 hours of receiving your order. Please make sure to include your order number, and description of the damage in case it’s not clearly reflected in the photos.
If a damaged or wrong item is returned back without prior notification the return may be returned at the customers’ expense or all possible restocking fees will be applied at our discretion.
I received a wrong item, what do I do?
If you received an item that you did not order, please submit pictures to Support@NewEle.com of any labels that are on the outside bag or shoe box. Once we receive your pictures, an agent will be able to assist you.
I’m missing an item from my order, what can I do?
If you are missing anything from your order please email our customer service at Support@NewEle.com , include your order number and the name or item number of the item that is missing from your shipment.
What can I do if my order states delivered, but I have not received it?
If you see your tracking status as delivered, but the package has not been received, please contact customer service. Please make sure that you checked your mailbox, roommates, neighbors, front desk or building manager before you contact customer service.
Shipping
What countries do you ship to?
US only.
We cannot deliver to the following areas:
1. Alaska
2. American Samoa
3. Guam
4. Hawaii
5. Marshall Islands
6. Northern Mariana Islands
7. Palau
8. Puerto Rico
9. Rhode Island
10. U.S. Virgin Islands
11. Armed Forces Americas
12. Armed Forces Europe
13. Armed Forces Pacific
Thank you for your understanding.
How will my delivery be shipped?
Amazon functions as our logistics partner to ship out NewEle products. They will choose the carrier that they think works best for our customers.
I ordered more than one item. Will they all be delivered at the same time?
We try to make sure all your items reach you at the same time. Sometimes our products are not always sent together since different shipping options can be used, depending on the product. Once an item has been shipped, you will receive a shipment notification email.
Can I change the delivery address of my package after it has been shipped out?
Unfortunately, we cannot change the shipment once the product is en route.
How long does it take for an order to ship?
All orders have a 48 hour processing time, unless otherwise stated. Please keep in mind that we operate on business days only (Monday-Friday)
Here are some items that have a longer processing time, but are not limited to.
What is considered to be a US Holiday?
New Years Day
Martin Luther King Jr. Day
Washington's Birthday/ Presidents Day
Memorial Day
Independence Day
Labor Day
Columbus Day
Veterans Day
Thanksgiving Day
Christmas Day
What are business days?
Business days are Monday - Friday, which exclude all US holidays. The carriers we use do not deliver on weekends, or on US Holidays.
What is your policy on lost or stolen shipments?
In the rare case that your package goes missing, but your shipment tracking number confirms the package was delivered, we suggest you check the surroundings of the dropoff location in case your package is hiding in nearby bushes or was mistakenly left with a neighbor. If you still cannot find your package, please contact customer service who can file a claim with the shipping carrier.
Others
What does Final Sale mean?
Final Sale means that item cannot be returned for a refund, store credit or an exchange, no exceptions.
What are your coupon or promo code policies?
Promo codes exclude sale items, gift cards, Dress of the Month Club subscriptions, and Catch of the Day. Only one promo code can be used per order. Discount cannot be retroactively applied to previous orders.
Emoji Use
Use of Emoji’s in your address, name or email will result in your order not being processed properly. Your order will be accepted and charged, however the internal system will not be able process your information. To avoid any order issues or delays please refrain from using emoji’s in your information during the checkout process.