804-560-7000 Ext 4 webstores [at] newclients.com
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FAQ

GENERAL QUESTIONS

How can I get an item that isn't on the store? Can I get an item personalized or customized?

If you are interested in an item that is not on the store please email your requests or suggestions to robb@newclients.com.

Can I order a sample of an item?

Partners can Contact Us if interested in receiving a sample of any custom order items. 

Who is NewClients?

NewClients is a licensed promotional supplier of Donate Life promotional merchandise.

Can I order and have the items shipped directly to a customer, partner or other third party?

 Yes, during checkout there is a "Ship To" entry form, as well as a "Bill To" box.

Do you ship globally?

Yes, via UPS.

What are your hours of operation?

Monday - Friday, 8:30AM - 5:00PM Eastern Time

 

ORDER QUESTIONS

When will I receive my product?

Your order will be shipped on the same day the order is placed, if the order is received by 12 PM Monday-Friday Eastern Standard Time. If your order is received after 12 PM it will be shipped the next business day. 

What if I have a problem while placing an order?

If you have trouble with your order, please call us directly at 800-582-9850 or contact CUSTOMER SERVICE, we will be happy to assist you through the process.

How do I cancel or modify my order once it has been placed?

Once you have completed an order and received your digital receipt via email, NewClients initiates the order fulfillment process. If you would like to cancel or modify the order after the confirmation process, please call us immediately at 800-582-9850 x. 4 or contact CUSTOMER SERVICE. We will make every effort to cancel or modify prior to shipping.

Will I receive a confirmation that my order has been processed after I have placed my order?

We will send a digital receipt to you via email with your order information. Your confirmation will include an order number that you can reference if you have any future questions. You can also review your order online using the Order History link.

What happens if the product is not available or back ordered?

You can still order out of stock products. If the item is in backorder, the quantity backordered will be noted in your basket.  NewClients and Donate Life will monitor the product levels and make every effort to maintain sufficient inventories.

I was on your site and saw a product that I wanted to order, but when I came back later, it was no longer there. What happened?

The product you are looking for may be no longer available. If you are interested in an item that is not on the store please email your requests or suggestions to robb@newclients.com.

Will I be charged tax for my order?

Only orders being shipped to Virginia, Florida or North Carolina will be charged tax. Orders shipping to Virginia will be charged a 5% tax, Florida orders will be charged a 7% tax and North Carolina at 6.75%.  If you are tax-exempt from one of those states please contact us.

What is your return policy?

Items purchased on the Online Store may be returned for a full refund up to 30 days after the date of shipment. Items must be returned in the condition in which they were received. To process the return, please view your order in MY ACCOUNT and select "Return" to begin the process or contact us at CUSTOMER SERVICE.   Once the item is received at our warehouse, we will issue you a refund, credit, or process the exchange for you.

What if my package is damaged?

Please contact us at CUSTOMER SERVICE within 30 days from your order's shipping date and we will process a claim with UPS.

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