3) Who is NewClients? Why are we using them? NewClients is a promotional products solution provider. NewClients operates offices in Virginia, Florida, Massachusetts, North Carolina, Georgia, and California. NewClients promised Hometown the quality, service, and convenience we require of our vendors.
6) When will I receive my product? Your order will be shipped within one or two days of receipt of the order if shipping ground, otherwise delivery of signs and stakes are made to the Hometown offices on Tuesday and Thursdays or you can pick up your order Monday-Friday 9:00am-5:00pm.
7) What if I have a problem while placing an order? Although most online orders go very smoothly, you may experience an occasional bump in the process. If you are not sure what to do next to complete your order, the Shopping Cart is a good place to start. In most cases, you'll get back on track and easily complete your order. If you continue to have trouble with your order, please call NewClients directly at 800-582-9850 or contact CUSTOMER SERVICE, they will be happy to assist you through the process.
8) How do I cancel or modify my order once it has been placed? Once you have completed an order in the shopping cart and receive a digital receipt via e-mail, NewClients initiates the order fulfillment process – at that time, there is no way to recall. You can cancel the order anytime during the shopping cart process, but not after confirmation. If the order is in by 2PM Eastern Time, NewClients will ship the order on the next business day. If you would like to attempt to cancel or modify the order after the confirmation process, please call NewClients immediately at 800-582-9850 or contact CUSTOMER SERVICE. NewClients will make every effort to cancel or modify prior to shipping.
10) What happens if the product is not available or back ordered? You cannot order products that are out of stock via the shopping cart. The site provides product quantities for all items. NewClients and Hometown will monitor the product levels and make every effort to maintain sufficient inventories. Should you wish to order an “out of stock” item, please contact CUSTOMER SERVICE
11) 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 temporarily out of stock or no longer available. We make every attempt to keep the site updated so that only items that are currently available display. Since quantities of many of our items are limited, there is always a chance that they will sell out quickly. If the item you want to order becomes available again, we will post it on the site as soon as it is in stock.
12) What do I do if my order was shipped incomplete or I received the wrong item? A. NewClients and its supplier’s stand behind every product they sell. If you're not absolutely pleased with your purchase or you received the wrong item — they'll be happy to make an exchange or refund the purchase price (if applicable). Call ahead for your RMA # and then complete the online return form located on the taeb at the top. Simply return the item to us within 30 days via insured parcel post or UPS to NewClients, RETURNS, 2020 Tomlynn Street, Richmond, VA 23230. We ask that returned products be in the same condition as when you received them with original packaging and materials. A digital receipt must accompany all returns. If you have received an incomplete order, contact NewClients directly at 800-582-9850 or contact CUSTOMER SERVICE
B. Your complete shopping satisfaction is our number one priority. Fill out the Reason for Return section on the back of your digital receipt. Box the item securely. Enclose the invoice plus all original packaging and accessories. We will issue a credit to the original credit card for the cost of the item and any sales tax, if applicable. Please allow two billing cycles for the credit to appear on the credit card's printed statement.
C. Items purchased from the Hometown on-line Store may be returned for a refund (excluding shipping charges) up to 30 days after the date of shipment. Items must be returned in the condition in which they were received. Shrink-wrapped items cannot be returned if the wrapping is broken unless the items are defective.
Be sure to pack your items carefully for shipment so they are not damaged in transit. We recommend returning your items via FedEx or UPS Ground or insured mail. We also suggest that you keep a copy of the tracking number and shipping receipt for your records. Hometown and NewClients are not responsible for any merchandise lost or damaged en route to our distribution center. A refund will be posted to your credit card once your return is received and processed. It normally takes 2-10 business days for financial institutions to process the transaction once we have authorized the credit.
NOTE: If you are returning items due to our error, please contact CUSTOMER SERVICE or 800-582-9850 before shipping your package to avoid being charged this restocking fee and to obtain a prepaid shipping label.
D. What do I do if my package was damaged?
FedEx ships all products ordered from the Hometown Store. To report a damaged package, contact FedEx directly at 1-800-GoFedEx and request a Damage Call Tag. For additional information on damaged products, go directly to their web site: www.fedex.com
