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FAQ Frequently Asked Questions

Do You Have an Affiliate Program?
Yes. Please visit our Affiliate Program page to learn more.

Was My Credit Card Charged Twice?
Probably not. If you’ve just placed an order, what you may be seeing is an authorization as opposed to a charge. This is a common banking practice when processing credit card transactions to ensure sufficient funds and account authenticity. This authorization will generally clear within 48 to 72 hours. Please only click the “Place Order Now” button once to avoid multiple authorizations.

The Order Won’t Go Through; What’s Going On?
If you’re receiving an error message, there may be an issue with your credit card information, billing, or shipping address. The billing address should match exactly what your bank has on record. Please review all information closely and look for any typos. Also, try reformatting the names and addresses in your billing information, as this can sometimes resolve the issue. If you’ve copied and pasted your information, try typing it in instead. Also, make sure you’re using an updated browser with additional browser features such as Flash enabled. Please only click the “Place Order Now” button once to avoid multiple authorizations.

I Need to Change Something on My Order. How Can I Do That?
If you need to change or cancel your order, Please email us immediately at customerservice@newyorkcasual.com . We generally process orders right away, and once our warehouse has processed your order, we will be unable to make any changes. Please visit our Changing or Canceling Your Order to learn more.

I’m Unsure About a Size or I Have a Fit Question. How Do I Find This Information?
Please visit our Measurement Guide for general information regarding measurements. If you still have specific questions about the fit of an item or measurement guidelines, please email us at customerservice@newyorkcasual.com .

Can I Return Items That Were Purchased on Sale?
Sometimes, depending on the particular item. If you have a question about a specific item, please email us and ask before placing your order. Some items such as shoes and apparel items cannot be returned for being the wrong size or color, regardless of being on sale or not. Occasionally, New York Casual® will offer additionally reduced pricing at the end of a season to clear inventory in preparation for the next season. These items are clearly labeled Clearance and cannot be returned or exchanged. Please visit our Returns page to learn more.

How Long Does it Take to Process My Return?
Once we’ve received your return, we will inspect the item to ensure that it has not been used and is in original packaging. After inspection, it generally takes approx. 5 business days to process a refund. You will be notified via email at the address listed on your account when this transaction has taken place. Please visit our Returns page to learn more. Please note that your banking institution may require additional time to process and post the credit transaction to your account.

When Will My Order Ship and How Long Until it Arrives?
Most orders ship within 2 business days of purchase. Shipping times will vary due to availability of merchandise. Standard free shipping generally takes 3-9 business days. If you’ve indicated a shipping address that does not match the billing address, it may require additional time for verification.

Where Is My Order Confirmation Email?
You’ll receive 1 order confirmation email as soon as you place the order, and a second confirmation email when your order ships. If for some reason you did not receive an email, please check your spam folder and add noreply@newyorkcasual.com to your safe sender list. You can also check your order status on your My Account page.

Why Was My Order Canceled?
Occasionally due to unavoidable circumstances, an item may suddenly become out of stock and is no longer available. If an item in your order does become unavailable, you will be contacted via email within 2 business days by a customer service representative about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order.

If I Order Outside the US, Will I Have to Pay International Taxes and Duties?
Maybe. Our international customers generally do not have any issues with additional duties and taxes as long as the order amount is not excessive. Please be aware, however, that it is solely the responsibility of the customer to pay any import duties and taxes levied once a shipment reaches your country, if they have been imposed. An estimation for extra fees for duties and taxes may be approx. 20% of the dollar amount of the merchandise, but this is only a general guideline and may vary depending on the country to which the order was shipped. You should contact your Customs office for specific amounts and percentages. New York Casual® cannot control and is not responsible for any duties or taxes applied to your package. You will be responsible for paying any and all additional charges including customs clearance. Customs policies vary greatly from country to country, so please contact your local Customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages. By law, New York Casual® must declare all items at their full price and cannot alter this amount to decrease international customs fees. If you refuse a shipment from New York Casual® , you are responsible for the original shipping charges, any import fees, duties, and taxes that are incurred on the package, as well as the cost of returning the package to New York Casual®. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned, and no refund will be issued.

I Have an Online Store Credit. How Do I Use It?
After signing into your New York Casual® account, you should see the online store credit on your My Account page. Upon checkout, the online store credit will automatically be deducted from your order total. If you do not use the entire online store credit, the remainder will go back into your New York Casual® account to be used on future purchases.

I’ve Received a New York Casual® Gift Card. How Do I Use it?
During checkout, first click “Discount Codes”, then enter the coupon code or Gift Card number, then click the “Apply” button. The amount will be deducted from your order total.

I Love New York Casual® . How Can I Become a Reseller?
We love our customers too! While we appreciate you wanting to be a reseller of New York Casual® merchandise, we do not currently have any resellers, nor do we authorize any reselling of our merchandise. Please come to view and purchase our products at any time, directly from www.newyorkcasual.com!

How is Tax Calculated on My Order?
Orders shipping to New York or Michigan will be charged sales tax.

I Am Shopping for a Gift. Do You Provide Gift Receipts or Gift Wrapping?
Gift receipts are complimentary and available with any order upon request. Gift wrapping is not available at this time. Please email us at customerservice@newyorkcasual.com and we will be happy to email an attractive gift receipt to the recipient.

I Found an Item That I Would Like to Purchase, But My Size or Color is Not Showing Up?
All available sizes are displayed online. If your size or color is not showing up, it is unfortunately out of stock.

I Want to Return My Order, But There is no Return Label
If you’d like to return your order, please email us at customerservice@newyorkcasual.com and we will generate a return shipping label containing the RMA# and email it to you to print and attach to the package. Please be sure that the old label is removed from the package or covered up completely with the new label.

How Can I Track My Shipment After I Have Placed My Order?
Once your order has been shipped, a confirmation email will be sent to your email address. The email will contain the shipping service used to send your package as well as the tracking number. You can visit the website of the shipping carrier such as www.ups.com or www.usps.com , then enter the tracking number to check the status of your package delivery.

My Item Was Received Damaged. What Should I Do?
Please email us at customerservice@newyorkcasual.com and we will email a return shipping label to you which has an RMA number. Please visit our Returns page to learn more.

Do You Ship To APOs, P.O. Boxes, and FPOs?
Yes, we do! We realize there may be no State option for some APO and FPO addresses. In this case, please select NY. Please visit our Shipping Options page to learn more.

Can I Order By Phone, Email, Postal Mail, Fax, Telegram, TM or Carrier Pigeon?
Sorry, no. To ensure order correctness, we are able to accept online orders only.

Do You Offer Printed Catalogs?
Not anymore. We used to publish a printed catalog, but found that our website, which is our online catalog, does a much better job of maintaining timely product offerings and inventory accuracy.

The Item Shows Out of Stock. Will You Get More In?
Maybe. Please email us at customerservice@newyorkcasual.com with the SKU or page link of the item you're interested in, and we'll check for you and reply with an answer within 1 business day.

I Forgot My Password. What Now?
Please use the Forgot Your Password? link on the login page and a password reset link will be emailed to you.

What Kind of Fabrics Do You Use?
Our products and accessories use a variety of fabrics and materials. Please visit our Fabric Glossary page to learn more.

Why Does my New York Casual® Garment Have RN #117489 On the Label?
The Federal Trade Commission, or FTC, issues a registered identification number, or RN, to a business residing in the U.S. that is engaged in the manufacture, importation, distribution, or sale of textile, wool, or fur products. The RN does not correspond to any specific style number; it is applicable to all New York Casual® garments. In addition to manufacturing our own products for the New York Casual® brand, we also purchase other branded products from other manufacturers which may use a different RN that has been assigned to them by the FTC.

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