Frequently Asked Questions
Where is NewYorkCustoms located?
We are located in New York, United States.
How can I pay?
We are set up to accept payments via PayPal and credit card on site. We accept cash or checks, but you must contact us here before doing so.
Where do you ship and by what method?
NewYorkCustoms ships worldwide and we currently offer two shipping methods USPS and UPS.
How do you package shipments?
Package Preparation:
Once your order has been placed and paid for, it will be packaged and shipped within one-two business days (excluding Sundays, and US holidays). If we encounter any problems processing or shipping your order, you will be contacted and your shipment may be delayed. Severe weather and natural disasters may also delay shipments.
Packing Methods:
All toys and minifigs are very light and packages are shipped in small, padded bubble mailers. For larger orders they will be shipped in a box or a priority mail flat rate box.
Once your order has been placed and paid for, it will be packaged and shipped within one-two business days (excluding Sundays, and US holidays). If we encounter any problems processing or shipping your order, you will be contacted and your shipment may be delayed. Severe weather and natural disasters may also delay shipments.
Packing Methods:
All toys and minifigs are very light and packages are shipped in small, padded bubble mailers. For larger orders they will be shipped in a box or a priority mail flat rate box.
How soon will my order be shipped once I have paid?
Under normal circumstances, your order ships within 1 business day, after payment has been made. See above for details.
Can I track my order?
All orders receive tracking numbers. Tracking numbers will be sent to you via email after being processed (check spam folder if you do not receive one after 1-2 days). International tracking numbers will be sent the day the items are shipped, which means you will not receive them until the end of the day.
(NOTE: This tracking number can be used to check the status of your package through USPS or UPS.)
(NOTE: This tracking number can be used to check the status of your package through USPS or UPS.)
How long will it take for the order to arrive at my door?
For domestic customers shipping via First Class mail takes 2-5 business days after shipment has been made. Be advised, this information is based on the shipping times provide by USPS.com; we are not responsible for any delays that may occur after we delivery your package to the USPS Post Office.
For International Customers outside the USA shipping via International First Class mail usually takes 1-3+ weeks. This is based solely on YOUR country's customs office. We are also not responsible for any fees, taxes, tariffs, etc.
All other shipping times from USPS and UPS (priority mail, next day air, etc.) can be found on the carriers website.
For International Customers outside the USA shipping via International First Class mail usually takes 1-3+ weeks. This is based solely on YOUR country's customs office. We are also not responsible for any fees, taxes, tariffs, etc.
All other shipping times from USPS and UPS (priority mail, next day air, etc.) can be found on the carriers website.
Valid Email Address Required
It is the customer's responsibility to provide a valid email address when ordering via newyork-customs.com. Your email address is used to send the order confirmation, shipping notification, and tracking details. If you do not receive your order confirmation email, check to make sure you provided a valid email address that is free of typographic errors, that is currently working, and that your mail system or your ISP’s mail system is not filtering out emails from newyork-customs.com as spam or other unwanted email.
My order was lost in the mail, what happens now?
It is the customer's responsibility to provide a valid address when ordering via newyork-customs.com. If you did not provide a correct address, we can not help you with your lost package (we recommend you contact your postal service or try contacting the address you entered). If you entered your address correctly track your package and ensure it is not being delayed by your specific carrier. If it claims the package was delivered, you can contact us at info@newyork-customs.com (please provide confirmation number and tracking number). For domestic orders try contacting your post office as well.
Items damaged due to shipping.
Customers bears all risk of damaged items when packages are being shipped. The charge for replacement packages will be the full cost of the items and postage.
Do you offer refunds and accept returns?
All sales are final, we will not refund money paid to NewYorkCustoms, however if you receive defective product, but not due to shipping damages, we will gladly exchange it for a duplicate of the defective item, no substitutions allowed.