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FAQs & Shipping

WHY DO YOU GIVE AWAY FREE PRODUCTS?
One of our core values is to provide everyone with affordable quality products.
To achieve this goal, we sometimes run limited promotional campaigns where we give away a selection of our products for FREE (you only cover the cost of shipping). This is part of our marketing strategy to find and build long-term relationships with great customers like you.
As a result, we hope you can enjoy a free product, and come back on NYtrendsetters, again in the future.


WHAT PAYMENT METHODS ARE ACCEPTED?
We proudly accept Visa, MasterCard, American Express and PayPal.

 

HOW LONG DOES SHIPPING TAKE?
Due to overwhelming demand for our products, shipping to the United States usually takes 2-4 weeks.
For international orders, please allow more time for shipping: 3-5 weeks delivery (to be safe).
Your order begins processing as soon as it is placed, and a tracking number will usually update within a few days of shipping your order.


HOW SAFE IS IT TO PLACE AN ORDER ON YOUR SITE? WILL YOU HAVE ACCESS TO MY BANK DETAILS?
Your card details are secure, payments are processed through our hosting and store provider (Shopify) which is certified Level 1 PCI DSS compliant.
NY Trend Setters, does not have access to your card details and your payment which is processed through Shopify is later remitted to ourselves.

WHAT TIME ARE DELIVERIES USUALLY MADE?
Our products are usually delivered during local business hours (i.e. Monday to Friday, 9:00 am - 5:00 pm) by your local postal system.


DO I HAVE TO PAY FOR CUSTOMS, DUTIES, OR IMPORT TAXES?
We cannot be held responsible for any import charges made by your country's customs. It is advisable to check the pricing guide at your local customs department if you think you may have to pay additional fees.
We are NOT responsible for stolen/lost packages, packages sent to the wrong address, or refunding/replacing packages in these cases. The customer is responsible for filing any claims with their local post office.


I INPUT THE WRONG SHIPPING ADDRESS. WHAT DO I DO?
We work with an automated fulfillment platform. As a result, your order begins processing almost immediately after you submit your order.
As long as you reach out to us immediately regarding changing your address, we may be able to make the change before your item is processed.
Unfortunately, we are unable to change the shipping address in any other cases.


CAN I GET A REFUND IF I'M UNHAPPY WITH MY PURCHASE?
We are happy to offer refunds for non-promotional products.
We are unfortunately unable to provide a refund for shipping costs on promotional products. The shipping cost is incurred by our logistics partner right when your order is placed, and there is no product price for us to refund.
To receive a refund for a non-promotional product, you must email at support@nytrendsetters.com.


CAN I CANCEL MY ORDER AFTER IT IS PLACED?
Once your order is placed, we work with an automated fulfillment partner that begins packaging and preparation for shipment almost immediately.
As a result, we incur the shipping cost of your order almost immediately. The shipping cost is unfortunately non-refundable. This means that we cannot cancel/refund free promotional products.
However, if you are unhappy with your non-promotional product order, you can return it to us for a full refund (minus shipping costs).
To receive a refund for a non-promotional product, you must return your order to the address provided by our support team. You can also review our complete return policy below:
https://nytrendsetters.com/policies/refund-policy


THE WRONG ITEM ARRIVED. WHAT CAN I DO?
We're very sorry to hear that you received the incorrect product. Sometimes our fulfillment team does make mistakes, and we sincerely apologize for this.
If this is indeed the case, please send us a photo of the incorrect item(s) you received at support@nytrendsetters.com. We will make it up to you by sending you the correct product right away, free of charge. You can keep the additional product you received as well.


ONLY PART OF MY ORDER ARRIVED. WHERE IS THE REST OF MY ORDER?
Thank you so much for your multiple orders.
Our items often arrive in separate packages, so it is common to receive your remaining item(s) several days (in some rare cases weeks) apart.

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