Frequently Asked Questions

Ordering & Shipping

We accept Visa, MasterCard, Discover, and American Express through Stripe, Google Pay, or payment placed through PayPal. All payments must be made in US dollars. If you choose to pay with PayPal, we’ll send your order details to PayPal and redirect you over there. Follow their instructions and complete the payment. After you successfully pay for your order, PayPal will redirect you back to our site where you’ll receive your order confirmation.

The cost of shipping can vary greatly depending on the particular items you’d like to purchase, the location where you’d like your order shipped, and the type of shipping service that you prefer. We ship all orders through USPS and provide some options to you at checkout for both national and international orders. You can get a quick shipping estimate by putting the items in your cart and then supplying some address information on the View Cart page. During the actual checkout process, you can choose exactly which shipping method works best for you.

Shipping prices are calculated by weight and destination in Real-Time. They are also quoted according to Commercial Rates with the savings passed on to you.

Lightweight international orders that can fit into a flat mailer (shirts, patches, cassettes, cds) will also have a few Flat Rate options that may be cheaper versus the Real-Time shipping quote through USPS. We have a separate deal through our shipment service that’s cheaper for such small orders that can be shipped in a stay-flat envelope instead of a package. Please select a Flat Rate option according to your cart contents if appropriate. Shipping turnaround times for Flat Rate are the same as for the Real-Time quote. However, when your cart includes an LP, choosing the Real-Time shipping option is mandatory at that point.

Please make sure to provide a COMPLETE address. If you leave out an Apartment, Suite, or Floor number, it is likely the post office will return the package to us.  In that case you would need to repay the shipping cost again. This is easily avoided by providing complete and total address information.

We do offer Media Mail shipping for the states on certain qualifying items such as LPs and CDs. You’ll be given the Media Mail option if your order only contains media items, but please note Media Mail has a longer transit period and won’t come with tracking. First Class (available for all orders 16 ounces or less) and Priority Mail come with tracking and have faster transit. Up to you.

We use materials, mailers, and packages to ship your order safely taking into consideration not adding any more weight to the final package than needed to avoid unnecessary shipping cost increases. Patches for instance ship in a non machinable thin envelope so that they will not risk being creased or damaged. Merchandise orders ship in high quality tear resistant light weight poly bags or suitable large envelope/flat mailer. Orders that consist of LPs ship in very high quality box mailers with extra fillers on the inside surrounding the jacket and LP.  When you receive your item, we are sure you’ll likely agree they were mailed well.

Most orders ship within 2-3 business days, however some orders may take some additional time to fulfill for reasons such as the main man here being out of town on tour or other. If that’s the case, there is a notice in the shop area. Free USPS tracking and Delivery Confirmation is included with all domestic First Class Mail Parcel and Priority Mail. Tracking is automatically emailed when the order is en route.  If for some reason you didn’t receive an email or can’t check your messages, you can login to your account and check your order status. The shipping notification email and your account will show when your order is sent out.  Unless you’ve paid for one of the premium shipping methods that guarantees delivery times, then any and all “expected delivery dates” are only estimates.  Holidays are not “business days”. There are many external forces out there that can slow up your order, but everyone is trying to get you your goods ASAP. If you are waiting on an order to arrive, please do not contact us about its whereabouts until at least 2 weeks have passed if the order is shipping in the United States unless you have made an error in address or something to that nature. New Density takes pride on a perfect track record and having full-filled all orders since its inception. Thanks for your continued support.

Most orders ship within 2-3 business days, however some orders may take some additional time to fulfill for various reasons. First Class International takes anywhere from 1 to over 2 weeks while Priority Mail International takes 6 to 10 days. Both time frames begin at the point your package is in the hands of the carrier. An order weighing more than 4lbs will have to ship Priority Mail International as First Class is no longer an option. Most USPS First Class and Priority shipments arrive within a week or two and without a problem, but it is impossible for us to determine how long it will take for a shipment to clear customs if it has to. This can delay delivery and is completely out of our control. If your shipment does not arrive after 3 weeks because of this, simply contact us with your order #. We will review reports of lost shipments on a case-by-case basis. New Density takes pride on a perfect track record and having full-filled all orders since its inception. Thanks for your continued support.

Shipments destined outside the United States may require additional duties or import taxes to be paid on delivery. The customer is responsible for the payment of all such fees. We cannot mark shipments “Gift” on customs forms, nor can we adjust the value of the items in the shipments though we always will keep them at the least amount if you get our meaning. Unfortunately it is very difficult or impossible for us to estimate the duties and taxes your country may charge you. If you have any questions, please contact your local officials. Keep in mind additional duties or import taxes basically never occur with our shipments and are an extremely rare event.

Your order will not ship until all the items are available. If you order a pre-order item and an item that is currently available for shipping, then we will wait until the pre-order item is available. If you wish to receive your other items before your pre-order item is available, then please place a separate order. We will always try to have a pre-order shipped out by the release date. Unfortunately, from time to time we may be waiting for a manufacturer to send us items for the pre-order. If this is the case, trust that we are doing everything in our power to obtain the items and fulfill your order as quickly as possible. Vinyl turnaround times can be especially inflexible give or take a few weeks. If you order a pre-order item and we get possession of it before its official release date (album LP release or such), we will ship your items before the release date as long as it’s not more than a month before a release date.

Return & Exchange

We do not accept Returns. Refunds only processed with good reason. We cannot afford to let you experiment with shirt size exchanges. Exchange and/or store credit accepted only in the case of defective product or mis-shipment. If we are the responsible party, all costs to see to it you receive a replacement will be covered by us. We do a hell of a lot to make sure your order arrives safe and are always looking to improve our shipping methods. Damaged packages are an extremely rare event with the way we handle packaging. If it so happens you do receive an item that is damaged and feel that it was due to a lack of precaution on our part, contact us, include your order #, and a photo of the item(s). We will review on a case by case basis. Please note certain shipping categories do come with insurance, namely Priority Mail, and we do utilize the insurance option during shipment when that’s the case. If you wish to make a claim, you must show photographic evidence of the damaged item.