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F.A.Q

You can ask for a refund 24h after your purchase. Once the order is processed or shipped, we can't make a refund.
It happens that the package is stuck in transit longer than we had expected. If package was sent during COVID-19 outbreak many carriers and postal services around the world are overloaded with increased volume of packages. Online shopping saw significant uptick in number of people doing shopping online as well as increased frequency of purchases.
So, what does the status “parcel stuck in transit” means? It can be literal status or package just has not moved in a long while. Many times, when this happens, you won’t see a new update in the tracking system.
What "in transit" means? When your shipment is in transit, it means the courier company picked the parcel up and your shipment is on its way to the delivery address. The package stays in transit until the driver/postman delivers it.
When parcel is stuck in transit it means that the package is no longer progressing towards its destination and it is either kept in one of the courier company’s depots for further checks or stuck in customs.
Why is my shipment still in transit when it was supposed to be already delivered?
Customs clearance – In general, items shipped to/from countries within the US/GB/EU/AU, do not need special documentation, unless the shipment is a matter of state monopoly or contains prohibited and restricted items. However, if the package is shipped from/to a country outside of the US, EU, then the customs declaration should be provided. Failure to provide the necessary documentation will have your shipment further stuck in transit. Solution: Contact the courier company to tell you all the details and needed documentation to finalize the customs clearance. Wrong or incomplete address – This is the most common cause for undeliverable shipments. You should always double–check if your address has all the necessary details for it to be transported. Contact the courier company once you have realized that your order has some incomplete or wrong details written. The courier company will then make the changes. International shipping – If a package is coming from overseas (other countries), it is safe to assume that delivery may take longer than usual. Weather conditions or traffic – It is not so rare that during busy periods, such as holidays, or heavy snow, the parcel would take longer to arrive at its destination. Lost package – This is something you would not want to hear. But unfortunately, it is something that could indeed happen. You can start a claim procedure if your package is lost and ask for a refund. The package is oversized/overweight – Packages may be measured in the warehouse of the courier company. Therefore, if they notice that it is heavier than stated, then they could either return it to the sender or have you pay additional surcharges (this depends on one courier company to another). Undeliverable shipment – Have you shipped some items that are on the list of prohibited and restricted items from shipping? Courier companies scan the shipments at different depots therefore, we advise you not to ship any forbidden items as in some cases, they can be easily detected. Unfortunately, the courier will either destroy the package or return it to the shipper. Improper packaging – This does not only apply for the safety of the goods, but also for the safety of the staff taking care of your package. Therefore, if your package shows any signs of leaking or sharp items inside, the courier will most likely stop its transit.
We will provide you with a tracking number after your purchase. Use that tracking number to track your order on parcelsapp or 17track
Go to the bottom of the page and click on Contact Us, then fill the form, or you can contact us directly via mail the.newkits@gmail.com or instagram @the_newkits
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