FAQ
What is your sizing information?
Sizing information is located on our size chart . Please keep in mind that we may occasionally use different manufacturers and therefore sizing may vary slightly. If you have any concerns about sizing please email orders@thenewcities.com before placing your order.
What forms of payment do you accept?
We accept Mastercard, Visa, American Express and Paypal. For credit card payments, you card will be authorized for the total cost of your order once it is place, however your card will not be charged until your order has been processed and shipped.
The charge will show up on your credit card statement as ‘New Cities’.
For more information on using Paypal, click here.
How much does it cost to ship my order?
Shipping charges vary based on the weight of your package and the province that your order is being shipped to.
| Province | Cost | |
| 0 – 0.9 kg | 0.91 – 1.8 kg | |
| Newfoundland and Labrador | $ 11.00 | $ 11.50 |
| Nova Scotia | $ 11.00 | $ 11.50 |
| Prince Edward Island | $ 11.00 | $ 11.50 |
| New Brunswick | $ 11.00 | $ 11.50 |
| Quebec | $ 9.75 | $ 10.00 |
| Ontario | $ 9.00 | $ 9.25 |
| Manitoba | $ 10.20 | $ 10.80 |
| Saskatchewan | $ 10.60 | $ 11.20 |
| Alberta | $ 10.60 | $ 11.20 |
| British Columbia | $ 10.80 | $ 11.40 |
| 0 – 1.36kg | 1.37 – 1.81kg | |
| Northwest Territories | $ 16.80 | $ 17.80 |
| Yukon | $ 16.80 | $ 17.80 |
| Nunavut | $ 16.80 | $ 17.80 |
How long will it take to get my order?
Shipping takes approximately 5 to 7 business days. Delivery times reflect how long your package takes to arrive once it has been process and shipped out. Typically, orders are shipped within 24 hours but please keep in mind that we do not ship on weekends or major holidays.
How can I find out where my package is?
When your order ships, you will be emailed with a tracking number that you can enter at http://www.ups.com to check the status of your package. It may take a few hours before any information is available from the UPS website. Please note that orders shipped to PO boxes do not come with tracking numbers.
Do you accept orders from outside of Canada?
For direct inquiries on shipping outside of Canada, please email us at orders@thenewcities.com
What is a “promo/discount code” and where do I get one?
You may have received a promo code by email or on a web site. They are used for promotional offers, such as price or shipping discounts on certain items for sale. If you do not have a promo code, please leave this field blank and proceed with the checkout.
What is your returns and exchanges policy?
Exchanges will only be offered for defective products and ONLY if the item is received within 10 days of your receipt of the products. Exchanges will only be processed and issued after receipt and inspection of the returned products.
Do not send back any defective product without emailing orders@thenewcities.com first and receiving a return authorization.
What should I do if there’s a problem with the order I received?
If you received an incorrect or damaged item, please contact us at orders@thenewcities.com using the same email address with which you placed your order. We will work with you to make sure you get a replacement item as soon as possible.
How do I cancel my order?
If you notice an issue with your order information, please contact us at orders@thenewcities.com immediately. Orders can only be cancelled before they have shipped so please review all of your order details before submitting.
Why do I not see a discount in my subtotal?
All discounts are applied upon checkout, along with shipping rates and taxes. If you do not see a discount reflected in your total price, there is a chance your code may have expired or become invalid. All coupon codes will have an expiry date listed, and some codes may only be valid for a certain number of redemptions.
What if an item is out of stock?
Unless an item is a limited edition, there is a good chance it will be restocked. Check back often for new items.
Is your site secure?
All of your credit card information and personal information that you enter on our site is safe. All orders are transmitted over secure internet connections using SSL (Secure Sockets Layer) encryption technology. We do not store credit card information. For more information on how we handle your personal information please consult our Privacy Policy and Terms & Conditions.
Why didn’t I receive an order confirmation email?
It is possible, especially if you paid by PayPal, that your order did not complete. After you have entered your payment information, you will need to click on the ‘Complete my payment’ button. If paying by PayPal, this button will appear after you’ve submitted the payment on the paypal.com website and are taken back to The New Cities store. Once you click on the ‘Complete my payment’ button, an order confirmation message should come up. If you do not see this number, or you have not received a confirmation email after a few hours, please email orders@thenewcities.com for assistance. If you are not sure if your order went through, please contact us before submitting another order.