FAQs

I entered the wrong address at checkout. How can I update my order before it ships? 

We ask that you send an email to us no later than 2 hours after you've placed your order to update your shipping address. Requests for order updates after this cannot be guaranteed. New Earth does not hold nor accept responsibility nor issue refunds or credits for packages shipped to addresses provided at checkout.

I ordered 2 of the same tees and they are not exactly the same in color and measurements. Why is that?
Due to the nature of all-natural fiber materials and complete custom manufacturing used in the making of our clothing, there may be a slight variance in shading of dye and specifications from garment to garment. This is an industry standard in custom cut-and-sew manufacturing.

What does ethically-made mean?
We only use ethical socially compliant certified factories that undergo strict routine audits by recognized third party inspections to ensure fair wages and safe working conditions, and to verify and cross check all documentation of social compliance and ethical labor practices. Workers are always paid fair wages and have regular breaks as required by law in the United States of America. All facilities are well ventilated and cleaned daily.
 
Does New Earth use sustainable packaging?
We aim to keep our packaging simple by reducing the number of materials included with each order. As we grow, our goal is to transition to fully sustainable packaging and garments.
 
Shopping outside the US?
No problem, we offer international shipping! Shipping rates are applied at time of checkout.
 
What currency will I be charged in?
All charges are processed in US Dollars. Note: prices may vary in accordance to the time the charge processes in our system due to the exchange rate.
 
Do you accept debit cards?
We accept all major debit and credit cards, including— Visa, Mastercard, American Express, JCB, Discover, and Diners Club. Additionally, you can checkout using Apple Pay, Google Pay, and PayPal.
 
How can I track my order?
Order tracking and updates are automatically sent to the email used at checkout.
 
Can’t find your confirmation email?
Occasionally, confirmation emails will show up in your emails spam folder. Please check your spam/junk folders before contacting us. If you are still unable to locate your confirmation email, contact us here or at newearth@btsgroup.co. Please use the same email associated with your order.
 
What if I ordered the wrong size?
To avoid creating waste, all of our products will be made without overages. This means, you will not be able to return or exchange your order if the wrong size was purchased. Please view the size chart for each product to determine your size. 

If you need a different size or item than was purchased before your order ships, you can reach out to us within 2 hours of purchasing. In all efforts to remain sustainably conscious and not produce waste, we purchase in smaller quantities, so there's a chance we will not have inventory for an item you wish to update your size to. If this is the case, we will issue a refund.

Once the order has shipped, all sales are final and cannot be exchanged.

If you have another reason you wish to return your order, please send us an email to newearth@btsgroup.co. Please include your order number, reason for return request, and contact e-mail. Our return policy can be found here.
 
Need to cancel an order?
Unfortunately we cannot guarantee cancellations if the order is already processed. If you would like to check on your order status and request a cancellation, please contact us here or at newearth@btsgroup.co. Please include your order number.
 
How do I know if my order is authentic?
When placing an order, make sure the URL starts with 'newearth.co'.
 
How much does shipping cost?
Shipping fees depend on the number of items in your cart and the delivery destination.
 
International customs and vat
New Earth is not responsible for the payment of customs or VAT fees. The fee varies by country and we are unable to calculate this in advance.
 
Tracking information states my was package as delivered, but I never received it
New Earth does not hold nor accept responsibility nor issue refunds or credits for packages that the courier confirms as delivered or items lost, stolen, or stuck in transit. Please contact your local postal service to locate your order.
 
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