Delivery and Shipping
How much does shipping cost?
Spent $75 or more? You’ll score FREE shipping. If your order is less than $75, standard shipping costs of AUD$10 will apply.
How long will my order take to arrive?
Expect your order to arrive in 5-7 business days with standard shipping.
*Due to the COVID-19 pandemic, there might be some delivery delays from Australia Post. Please contact Australia Post with your tracking number for any delay enquires.
What are the cutoff times for shipping?
Orders placed by 12pm AEST Monday to Friday will be processed on that business day. Orders placed after 12pm AEST will be processed the following business day. Regular business days are Monday to Friday excluding public holidays.
Do you ship internationally?
Unfortunately due to shipping regulations we don’t ship orders outside of Australia. We are however looking at expanding our delivery service to New Zealand - stay tuned! In the meantime, please visit your local New Era website to place online orders. You can find the links to other regional sites in the footer of our website.
Do you offer same day or express delivery?
Not yet, but we’re working on it. Subscribe to our email to be the first to know when this launches.
How do I track my order?
You’ll be notified by email when your package is on it’s way. This email will include a tracking number for you to track your delivery via Australia Post.
To see if your order has been shipped you can click 'Check Order' in the footer of the website. Go to ‘My Account’ to view your ‘Order History’ to find more information relating to your recent orders.
Please note that while your package may have started its journey, tracking information may not be available until the following business day. If you experience any issues tracking your order, please contact our friendly customer support team via email CS.Australia@neweracap.com.
Can I add items to my order?
We'll try our best to accommodate your extra item request however if the order has already been prepared for dispatch, we won't be able to add items to your order. Please contact our friendly customer support team to chat about adding items to your order via email CS.Australia@neweracap.com.
Can I cancel an order?
Yes. If you have an account to cancel an order simply login to your account and go to 'Order History'. From here click on the order you want to cancel and 'cancel order', you will be asked to 'confirm order cancellation' and from this your order will be cancelled. We will notify you of this cancellation via email and your account will be refunded within 3-4 business days. If you don’t have an account set up please contact our customer support team via email CS.Australia@neweracap.com.
Things you should know
Our distribution team don’t dispatch orders on the weekend or public holidays within Australia (they deserve a break too). In this case your order will be processed and shipped on the next standard business day. Business days are Monday to Friday excluding public holidays.
Occasionally the Distribution Centre will be closed for stocktake periods and we’ll notify you when you checkout if this impacts your order.
All orders are sent via Australia Post. Where the address labelled on a Parcel relates to a geographical area where a full mail delivery service is not provided, Australia Post will deliver that Parcel to an accessible Australia Post office or authorised collection point.
Some items sold on our website require special handling as specified by federal, state and local regulations governing the transport of these items. We comply with these regulations; therefore, the shipment of some products to certain locations may not be possible. Excluded areas include: Australian Antarctic Territory, Norfolk Island, Christmas Island and Cocos Island.
We do not ship to post office boxes or freight forwarders.
Please contact our customer support team if you have any questions regarding delivery or returns via email CS.Australia@neweracap.com.
Returns and Refunds
Can I return items and get a refund?
We pride ourselves on our high quality products, however if you’re unsatisfied with your purchase we’ll gladly issue a refund within 30 days of purchase. We’ll even cover the return shipping costs for you!
Eligibility conditions for returns
To be eligible for a return, please make sure your items are returned unused and in the same condition that you received them. This means items must have all New Era tags and stickers still attached and must be in the original packaging. Returns that do not meet our eligibility criteria will not be accepted and will be sent back to your original shipping address.
When will I get my refund?
When your returned goods arrive to us safely, they are reviewed and approved or declined by our team based on the eligibility conditions above. We’ll confirm that we have received your returned goods and the status of your refund by email. Your order will be refunded within 3-4 business days to the original payment method you used to make your purchase.
How do I return my order?
Go to 'My Account' and ‘View Order History'. Click the ‘Return Order’ link, fill out your details and select a reason for your return. When complete you can print your return label, place it on your secured parcel (our original packaging is always handy to hold onto just in case) and drop your parcel off at your local Australia Post office.
What if I checked out as a guest and didn't create an account with you? Head down to the footer and select 'CHECK ORDER'. Once you enter all the details for your order, you will be able to process a return.
Just so you know... once you process a return, the return label will only be available to download and print for 24 hours. If you need any support when creating a return label, please contact us. We will notify you once your returned items are received. The details will also be displayed in the 'Return History' area of your 'My Account' section so you can track your return status.
Can I exchange an item?
We can’t guarantee that item you wish to receive will be available. Instead we recommend you simply return the item you wish to exchange, and place a new order for the replacement item on our website to be sure that we have it in stock.
I think my item is faulty
Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. Please note that items which are damaged as a result of normal wear and tear; by accident; or through any misuse will not be considered faulty. If your item is faulty when you receive it, you can return it for a refund within 30 days from the date you received it.
Can I return items that were on sale?
Unfortunately all sale items and promotional stock items can not be returned, refunded or exchanged.
Do you accept returns from your stockists?
We don’t accept returns from our stockists. If you have made a purchase from one of our stockists, please contact them directly to arrange a return.
Can I talk to someone about my return?
Of course. If you have any other questions on the product you are returning and if it is applicable for a refund, please contact our customer support team via email CS.Australia@neweracap.com. We’re available between 9am to 5pm AEST Monday to Friday.