FAQ

CONTACT US

1. How do I contact New Middletown?
   If you have any questions or concerns, please feel free to contact us by phone toll-free at 1-800-281-0318, Monday - Sunday between 9:00 am - 5:00 pm (EST), excluding holidays or send us an email at contact@newmiddletown.com.
   
   

PRODUCT INFORMATION

1. Where can I purchase New Middletown products?
   Our products are available for purchase at our retail store at 29 North Street, Middletown, NY 10940. You can also shop online at newmiddletown.com.

   Please note that our website may not feature all the items available at our retail store.

2. What should I do if an item I want is unavailable?
   For inquiries on items that are unavailable online, please contact us toll-free at 1-800-281-0318, Monday - Sunday between 9:00 am - 5:00 pm (EST), or send us an email at contact@newmiddletown.com.
   
   

ORDER INFORMATION

1. Do I need to create an account to order online?
   No. You may choose to either create an account or checkout as a guest. However, for future convenience we recommend you to create an account. Your account will allow you to store and update your personal information, access your order history, and save addresses for faster checkout.
   
   
2. How can I check my order status?
   You may check your order status on our website by clicking “login" in the upper right corner of the screen. You will need to enter your email address and password under “User Login” to view your order status under “My Account”.
   
   
3. How do I know if New Middletown received my order?
   You will be sent an email with your Order Confirmation once the order has been received. Here you will find your order number and details about your order such as the product description, your billing and shipping address, and the total price of your purchase. If you do not receive your order confirmation within 24 hours, feel free to call us toll-free at 1-800-281-0318, Monday - Sunday between 9:00 am - 5:00 pm (EST) or email us at contact@newmiddletown.com to confirm that we have received your order.
   
   
4. I just placed an order, can I cancel or modify it?
   If you wish to cancel or modify your order, please send an email to contact@newmiddletown.com or call us at 1-800-281-0318 as soon as possible. We will make every effort to accommodate your request. However, once an order has been processed, we cannot guarantee that the purchase can be cancelled or modified.

   If you have received your order and needed to return it, please contact us as soon as possible.
   
   

PAYMENT

1. Available payment Methods:
   New Middletown accepts the following forms of payment for online purchases: Visa, Mastercard, American Express, Discover
   Please note that your billing address must match the address on your credit card statement.
   
   
2. When will my credit card be charged?
   The transaction will be charged to your credit card after your card details have been verified at the time you submit your order.
   
   
3. Can I use multiple methods of payment?
   At this time, we only accept one form of payment per order.
   
   
4. Will I be charged sales tax?
   Sales tax is only applicable to orders made within New York state.
   
   
5. Is the payment method secure?
   All transactions are SSL encrypted and secured. New Middletown does not keep any credit card information.
   
   

TRACKING

1. How can I track my order?
   Orders may take 2-3 business days to process. After your order is shipped, you will receive a confirmation email with your tracking number to confirm that your order has been accepted and processed.

   If you have a registered account with New Middletown, you may check the status of your order online. Sign in to your account to view your orders.

2. Where is my order?

   Things may not always go according to plan when it comes to shipping. During these frustrating situations, don’t worry. We’ll take care of you.

   A few things to know regarding your order’s shipment:
   
   - Up-to-date tracking information is given from the carrier. The tracking information is available in your order confirmation email and on your account page. Please note that sometimes USPS will not show any updates until the item is scanned as delivered.
   - You’re given an estimated delivery date at check out. However, sometimes situations out of our control happen and delivery may be delayed. Please keep an eye on your tracking information for your shipment’s status.

3. What do I do if my order says delivered but it’s not there?
   Before contacting New Middletown Customer Service, please check the following:
   
   - Ask family members, neighbors, co-workers, a building manager, apartment office, or others who may have accepted your order on your behalf.
   - The carrier may have placed your order out of view somewhere near your door. Also look for your order in places such as the back door, garage, or behind bushes. Check your tracking information to see if a location was noted.
   - In rare situations or during peak delivery times, packages may state delivered up to 48 hours prior to their arrival. Please wait 48 hours for your package to arrive.
   - Please contact your shipping carrier to confirm the status of your delivery.
   
   If you have waited 48 hours past your delivery notification and you still haven't located your package, contact New Middletown Customer Service for further assistance.
   
   

SHIPPING & DELIVERY

1. Which shipping options are available and what are the shipping fees?
   We offer the following shipping options:
   Fedex Ground, Fedex Express, USPS Ground, and USPS Priority Mail.
   
   
2. Standard delivery:
   Your package should arrive within 3-8 business days from the time of shipping. Please keep in mind your order might take 1-2 days to process. If an order is placed over the weekend, it will be processed on the following Monday.
   
   
3. Express delivery:
   Orders placed before 12:00 pm (EST) Monday - Friday should arrive within 2 business days from the time of shipping unless additional validation is required. Your package will be shipped using Fedex 2nd Day. (Please note that some zip codes are not available for this service).
   
   
4. What are the shipping fees?
   Shipping is calculated based on the total weight and region, as well as the desired service of shipping.
   
   
5. Where does New Middletown ship to?
   We ship nationwide to all 48 contiguous states.
   
   
6. Can I ship to multiple addresses?
   At this time, we can only ship to one address per order. To ship to multiple addresses, please place a separate order for each location.
   
   
7. What should I do if I accidentally put the wrong shipping address?
   Please contact New Middletown customer support and we will try to have the delivery intercepted.

   If your package was delivered to the wrong address and you know the recipient, please contact them to have them ship it to you. This could help you receive your package earlier.

   If the package is returned to New Middletown, we will refund your order minus the shipping cost. If you still want your order, please place a new one. We apologize for the inconvenience, but our shipping department is currently only able to process new orders. If you used a discount code, please contact New Middletown customer support. We will be happy to help you reapply the discount.

8. When can I expect delivery of my order?Once we ship your order you will receive a Shipment Confirmation email, which will include the tracking number of your package. Depending on the service selected, shipping times may vary.

   Domestic shipping within the 48 contiguous states takes 2 to 8 business days from shipping.
   
   - USPS Priority Mail: 2 to 3 business days
   - USPS Parcel Select Ground: 2 to 8 business days
   - FedEx Ground: 3 to 7 business days
   - FedEx 2nd Day: 2 business days
   
   

RETURNS, EXCHANGES & REFUNDS

1. What is your return policy? How many days do I have to return a product?
   Your satisfaction is our priority. Please carefully check your order upon delivery.

   If for any reason you are not satisfied, you may return unused, unwashed, and undamaged products in their original packaging within 30 days of the delivery.

   All food products are not eligible for returns. 

   If you seek to exchange an item, please contact us for a return shipping label to be emailed to you. Once we receive your item(s), we will issue you a refund to your original payment method. You can place another order for your desired item or contact us to help you place the order.

   If your desired item is no longer available, a refund less any applicable shipping charges for your unwanted item will be made.

   Please note that any merchandise that has been used, altered, or damaged will not be accepted. New Middletown reserves the right to refuse any return of merchandise that does not meet the above requirements.
   
   New Middletown is not responsible for items lost during shipping and cannot process your return until the item is received.

   
   Domestic Returns

   To start a return, please contact email New Middletown Customer Service at contact@newmiddletown.com, or call us at (800) 208-2384. Please have your order number ready. We will issue you a return shipping label for you to print out. Please use the return shipping label to mail back your items.

2. If I received a faulty item, what can I do?
   We want all of our customers to enjoy their products.

   If you have received a faulty item, please email us immediately at contact@newmiddletown.com, or call us at (800) 208-2384, and we will aim to resolve it.

   If you seek a replacement but the item is no longer available, a refund including any applicable shipping and handling charges will be made.

3. When will I receive a refund?
   Once your return is received, inspected, and approved, we will issue you a refund to your original payment method. In case your return is rejected, we will notify you by email.

   Refunds are estimated to be completed by your service provider within 2-3 business days. For normal returns, shipping charges of the returned item(s) will be deducted from your refund. For faulty item returns, you will receive a full refund.

   New Middletown is not responsible for items lost during shipping and cannot process your refund until the item is received.