Help
Customer Support
We pride ourselves on providing responsive and accurate customer support. You can reach our customer support team expect at support@newtype.us, and you can expect a response within 24 hours (sometimes less) for requests made during business hours, Monday - Friday, 9:00 AM - 5:00 PM, Pacific Standard Time (except holidays). Before reaching out to us, see if your question or request is addressed below. Please note that we will respond to inquiries made outside of business hours the next business day. When making requests, include all relevant information including the order number.
Shipping
For the following shipping rates, Newtype will choose the shipping carrier and shipping method at its own discretion. Expect average shipment times to range from 1-2 days for West Coast addresses to 5-6 days for East Coast addresses.
$125+ Free Shipping
Free shipping is available to orders shipped within the contiguous US. Unless otherwise noted, the value of the order must exceed $125 after discounts are applied. Fundraising gifts do not count towards the total order value.
$4.99 Small Package Shipping
We offer a discounted rate for shipping small items like a jar of paint or a sheet of decals. To qualify for the discounted rate, the size and weight of the order must fit under certain conditions. The discounted rate will appear on the checkout screen if your order qualifies.
$9.99 Flat Rate Shipping
Flat rate shipping is available for orders of all sizes. The shipping method will be determined by us at our discretion. If there is a need for faster service, please contact us at support@newtype.us after placing your order.
Curb-side Pickup
If you're in the San Francisco Bay Area, we offer curb-side pickup at our Redwood City warehouse. Upon checking out, select the 'Pickup' option and you will receive instructions on how the pickup procedure works.
International Shipping Rates
Newtype ships internationally for most countries. To determine if international shipping is available to your country, follow the standard checkout procedure. Discounted rates from shipping carriers will be displayed for countries that we ship to. Note: due to restrictions around shipping hazardous substances, we cannot ship lacquer paints internationally.
30-day Return Policy
Newtype has a 30-day return policy. If you wish to make a return, please make sure you following conditions are met:
- The item(s) to be returned must be brand-new, undamaged, unopened, unused, and still sealed in its original packaging.
- Due to the nature of the products, consumables are not returnable. This includes all paints, putties, aerosols, and other liquid-based products.
- In addition, gift cards are not returnable.
- Contact us at support@newtype.us within 30 days of receipt of the item(s).
- After receiving confirmation from Customer Support, ship your product to our
warehouse at your expense. Our warehouse address is:
Newtype
2985 Fair Oaks Ave
Redwood City, CA 94063 - Do not send us your order until you have received confirmation from our Customer Support.
Upon receiving the return, our team will inspect the product(s) and if the aforementioned conditions are met, we will issue a store credit in the form of a gift card. Shipping costs will not be refunded.
Anti-Preorder Policy
We don't offer preorders, and we believe the current state of preordering is anti-consumer. Unlike typical consumer items like electronics, modal and hobby manufacturers cannot guarantee release dates nor can they guarantee retail fulfillment quantities. This is the nature of the model and hobby market. Since no guarantees exist in this market, we don't want to provide a uncertain consumer experience. In essense, we don't think it's right to sell you something that we don't have nor is it right for us to use your money as a interest free loan. We believe that when you spend your money, you should have your expectations met including knowing when you'll receive what you purchased. This is why we work really hard at stocking large volumes of products and making those products available to ship at the time of purchase. Just say "No" to preorders.
FAQ
Products
Do you carry a specific product?
Our website is designed to show all the products that we carry. It also indicates the current stock status so you can be sure that what you order will be available to ship. For new releases, we may have a product listing indicating a possible release date, but those dates are not guaranteed.
How do I get warranty support for a product?
We carry a vast array of products from a lot of different manufacturers. Each manufacturer has a different policy regarding support. Send us an email at support@newtype.us to get the support specifics. Please be sure to be as descriptive as possible and include photos.
For Bandai and Tamashii Nations products, the US distributor, Bandai Namco Collectibles dba Bluefin, provides support here.
I want to purchase something out of stock. When will it come back in stock?
We are constantly trying to maintain stock for all the items listed on our website, but due to the nature of the model and hobby market, lead times for inventory are hard to determine. To keep in touch with when we receive a product, add it to your wishlist and you will receive an email notification when we restock.
Ordering
I received an error during checkout, did my order go through?
All confirmed orders will receive a email confirmation stating that order has been placed. Make sure you check your spam folder if this is the first time ordering from us. If you have not received an email confirmation, then your order did not go through. In addition, if you created an account with us, you will be able to see the order here.
I see a extra charge on my credit card statement. What is going on?
Depending on the payment processsor we use, you will sometimes see a charge that appears erroneous or extraneous from us. Typically, these extra charges are authorization charges from the processor that don't actually go through. If this charge is listed under a pending or processing state on your online statement, then money actually hasn't been transferred.
Can I add more items to my order?
As long as your order has not been packed yet, we can arrange to include other items in your order. Please contact support@newtype.us with the item(s) and quantity that you would like to add and we will send an invoice to complete the process.
Shipping
What carriers do you use?
We currently have contracts with USPS, UPS And FedEx.
How do I change the shipping address after I placed an order?
As long as your order has not been packed yet, you can change the shipping address by sending us an email at support@newtype.us. If the order has already been picked up by the shipping carrier, we will make a best effort in rerouting the order, but we can't make any guarantees. Any re-shipments due to incorrect shipping addresses will be charged a $9.99 shipping fee.
I recieved my order but something came damaged. What do I do?
First, we apologize for your order's less-than-perfect arrival. Even though all ship our products in brand-new condition, sometimes products experience damage along their journey to their new home. Please inspect your order upon receipt and report any issues by contacting us at support@newtype.us. We can ship you a replacement or provide store credit, depending on the circumstance.
I think my order is lost or stolen. What do I do?
We know it doesn't feel good when your order appears lost or stolen, but we're to help solve the issue. Due to inconsistencies with shipping carriers we ask that customers wait for at least a week after the last tracking scan before requesting support. Even if the tracking information indicates the shipment was delivered, it has been our experience that carriers will someimes incorrectly mark a shipment as being delivered.
If you haven't received your order after a week, please reach out to support@newtype.us and we will help solve the issue. Depending on the circumstance, this may include filing a claim with the carrier. Please bear with us when this occurs as we are trying our best to resolve the issue. Each order is as important as the next and we will make sure you are fully satisfied.