Frequently Asked Questions
General
Where does newnew located?
We are located at the small sunny island, named Singapore!
Is there physical store?
We do not have any physical store for now so that we can keep our costs at minimal, to offer best prices for our fellow fans! (Rental costs in Singapore is really UwU)
Is newnew online trustworthy?
We understand your dilemma, especially when we are still very new in the market and you probably have never heard of us.
We promise 100% authenticity in all of our products as we only source directly from official suppliers.
Alternatively, you can try our services first, by purchasing in-stocks products with us! We will process them in 1-2 working days.
I did not receive any email confirmation.
There will be 2 emails sent to you once order and payment hav been made successfully.
If you do not receive any email, please check your spam inbox.
If you still do not receive it in your spam inbox or has passed 30 days since order date, you can check your order status at "My Account" page.
Alternatively, you can email us at hello@newnewonline.com
Products Related
What is Pre-Order (PO) product?
Pre-Order (PO) products are products that have not been released but are made available for fans to order in advance. Every PO item has an order deadline/closing date and estimated date of release. These information can be found on respective product page.
Please place your order before the closing date so that we can try to secure your unit with our supplier. However, please take note that all pre-order are subject to availability. Should there be any stock cut by supplier, we will inform you via email and provide you with the full refund via original payment.
Please also note that the release date is an estimated and subject to changes. Should there be any delay in the release date, we will notify you via email.
What is Stock Cut?
Stock Cut is an event where the manufacturer or supplier is facing overwhelming high demand and unable to supply to meet the high demand due to production limitations or restrictions.
If your order is affected by stock cut, we will inform you via email and provide you with the full refund via original payment.
Can I pay deposit for Pre-Order product?
We do not offer deposit payment for now. All Pre-Order products have to be paid in full for us to confirm your order.
What is the difference between Pre-Order and In-Stock?
Pre-Order (PO) products are products that have not been released but ware made available for fans to order in advance. While In-Stock products are already released and currently in our warehouse.
We strongly advise to order Pre-Order and In-Stock products in the separate order so that you can receive your In-Stock products first. Else, we will only ship your order based on the latest release date of the Pre-Order product.
Orders Related
How long is the order processing?
For order with In-Stock products only, we aim to process your order within 1-2 days
For order with Pre-Order products only, we will have to wait till the product is release. Pre-Order products will usually arrive at our warehouse 1-2 months after the actual release date, depending on the origin. Once all Pre-Order products in your order arrive at our warehouse, we will process your order within 1-2 days.
Can I cancel my order?
For order cancellation, please refer to the Exchange and Return Policy.
Can I combine my order to save shipping cost?
Please email us at hello@newnewonline.com so we can assist you. Extra shipping fees may incur, depending on the quantity and size of extra items.
Can I split my order to save shipping cost?
Yes, you can! Please email us at hello@newnewonline.com so we can assist you. Extra shipping fees may incur.
I have received damaged/defective item.
We apologise if you have received a defective/damaged item. Please email us at hello@newnewonline.com with the photos showing the damaged/defective areas and we will provide further assistance.
Shipping & Delivery Related
Where does newnew online deliver to?
We use Fedex and Speedpost for our international shipments! As long as they deliver to your country, we can accept your order.
You may check the estimated shipping fees at the cart page by entering your country and address.
How much does it cost to ship to my country
You may check the estimated shipping fees at the cart page by entering your country and address.
How long does it take to ship to my address
You may check the estimated delivery time at the cart page by entering your country and address.
For Singapore address, the delivery takes 1-3 business days
For outside of Singapore, the delivery will take 3 - 21 business days, depend on the type of courier and destination country selected.
Priority/Express delivery can be arranged upon request with extra charges incurred.
Can I change my shipping address?
You may change your shipping address before the order has shipped out. To change the shipping address, please email us at hello@newnewonline.com with your order number.
If your order has shipped out from our warehouse, please contact the courier to request for the address change and any fee incur will be borne by the requestor.
Is there tracking number?
Of course! All orders will be shipped out with real-time tracking number to ensure transparency and security.
We'll email you a link to your tracking information once your parcel has been shipped from our warehouse. You can also find this information under Orders section in My Account page.
If you do not receive any email, please do check your spam box.
Where is my order?
Please check your order status under " Orders" section at "My Account" if you order has been shipped. If the order status is "Shipped", you can find the tracking number beside the status.
If you do not receive any email, please check your spam inbox. Alternatively, you can email us at hello@newnewonline.com
I did not receive any email about tracking number.
Please check your order status under " Orders" section at "My Account" if you order has been shipped. If the order status is "Shipped", you can find the tracking number beside the status.
If you do not receive any email, please check your spam inbox. Alternatively, you can email us at hello@newnewonline.com
Will my order be charged customs and import fees?
You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel.
We have no control over these charges and we can't tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
Please note that some countries may require parcels to be opened for customs inspection. We cannot be held responsible for any actions taken by customs officials, and we are unable to provide compensation or replacements for any items lost, seized, or damaged during the inspection.