We pride ourselves on providing responsive and accurate customer support. You
can reach our customer support team expect at firstname.lastname@example.org, 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.
Due to COVID-19 safety measures for our employees, you may experience delays
in packing your order. In addition, shipping carriers like USPS and FedEx are
experiencing unprecedented numbers of shipments which will also cause delays in
transit time. Please bear with us as we all are adjusting to the new norm.
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.
$99+ Free Shipping
Free shipping is available to orders shipped within the continental US. Unless
otherwise noted, the value of the order must exceed $99 after discounts are
applied. Fundraising gifts do not count towards the total order value.
$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 email@example.com after placing your order.
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 firstname.lastname@example.org within 30 days of receipt of the
- After receiving confirmation from Customer Support, ship your product to our
warehouse at your expense. Our warehouse address is:
2985 Fair Oaks Ave
Redwood City, CA 94063
- Do not send us your order until you have received confirmation from our
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.
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.
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 email@example.com 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.
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 firstname.lastname@example.org with the item(s)
and quantity that you would like to add and we will send an invoice to complete
What carriers do you use?
We currently have contracts with USPS 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 email@example.com. 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?
All our products are in brand-new condition at our warehouse. However, due to
either mishandling by the shipping carrier or (as much as we don't want to
admit it) mishandling during packing, sometimes products will arrive damaged.
We encourage all customers to inspect orders upon receipt and to report
any issues by contacting us at firstname.lastname@example.org. Depending on the
circumstance, we might be able to ship you a replacement product or provide
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
email@example.com 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.