Return & Refund Policy
Returns Overview
Free Shipping Promotion:
The vast majority of New Look Garage orders benefit from free shipping to the 48 contiguous US states (unless otherwise stated on specific product pages).
If you would like an order shipped to anywhere else in the world, please email us at support@newlookgarage.com and we will do our best to make it work for you.
Order Confirmation:
Once you place an order with us you will automatically be sent an Order Confirmation email containing the details of your order. We recommend you locate it in your inbox (or sometimes it ends up in spam folders) and double check the details of your order.
Order Shipment:
Your order will ship within the lead time we have posted on the product page. We will email you a tracking code soon after your order leaves the warehouse which you can use to monitor your delivery.
Orders weighing less than 150 lbs will be shipped by FedEx, UPS, USPS or DHL. They always come with live tracking details once shipped.
Orders weighing 150 lbs or over will be shipped by Freight delivery. These deliveries often come with live tracking but not always. the carrier will arrive in a semi truck so please ensure they will be able to approach your property in such a vehicle. Please email support @newlookgarage.com if you think this will present a problem. Once your items reach your local depot the delivery company will call you to arrange a date and time for delivery. Someone 18 years or older must be present to sign for the delivery. We recommend you have at least two able adults on hand to help you move your products. For bulkier items it makes sense to have a dolly or similar device to help wheel your goods toward your home.
Most freight deliveries are 'curbside' which means that your items will be lowered from the truck to the curb at the edge of your property (ie beside your mailbox) and left there on the pallet they came on. It is your responsibility to move the goods inside your property from that point.
Some delivery drivers agree to take the pallet of your products nearer to your property but many do not and they are not obliged to do so. These drivers are not Garage Giant employees so they may not be willing or even able to move your items further than they have to.
For an additional charge it is possible to have your delivery upgraded to a service whereby the carriers will move your delivery into your home for you. Contact us for details of such additional shipping services.
International Orders:
We do not ship any order internationally. However we are happy to ship to the US address of an international freight-forwarding company you choose, who can then handle the shipping from the US to your desired country. New Look Garage will not be responsible for sourcing or managing that freight-forwarder however.
Damages:
All shipments should be carefully inspected before signing for the delivery. If you notice any damage to the packaging or products on delivery, you should note it on the carrier's bill of lading when signing for the delivery. If your product is defective, or has sustained damage during shipping, please contact us right away so that we can managed a refund or replacement on your behalf, at no cost to you. Please take photographs of any damage to the packaging before you commence unpacking the products. Please then unpack and inspect all your packages. If you discover damaged to the actual products please take further photographs and send them to us at support@newlookgarage.com. You must notify us of such damage within 48 hours of receiving the goods, so that we may process a claim for the damages. Remember to keep all the original packaging (and the pallet if they came on one) for any items that need to be returned. All returns need to be authorized by our customer service department prior to sending.
Please note, signing for your delivery without noting any damages or inability to inspect the delivery on the carrier's paperwork legally states that you have received your freight in good condition and Garage Giant cannot be held liable for any damages, missing pieces, etc. that are reported subsequently. If you authorize the freight company to leave a delivery without a signature, this is considered to be the same as signing for your products in good condition and Garage Giant cannot be held liable for any damages, missing pieces, etc that are subsequently claimed.
Cancellations & Refunds:
To cancel an order, please call us and reply to the confirmation email you received when you placed your order. If your order has already shipped, you will be responsible for the return shipping charges in full and sometimes also a restocking fee of between 10% and 25% of the order value. Refunds will be issued to the credit card that you used when placing your order.
Unworkable Deliveries
If you are responsible for a completed delivery not being possible to the address given in your order details, either because you are not present to receive the goods or by not having made us aware of a feature of the location that makes curbside delivery by a large semi truck impossible, the shipment will need to be returned to the warehouse and you will be charged the return shipping fees and up to 35% restocking fee (supplier dependent).
Returning A Product
If a product is being returned because it is faulty, damaged or was not the product you ordered, please contact us at support@newlookgarage.com so we can manage the process at no charge to you. If you need to return an item for other reasons, email us at support@newlookgarage.com. Please note that you cannot return an item without a valid return authorization number. If you attempt to send the item back without a return authorization number, it will be refused, and you will be charged the shipping costs to return it to you. Returns will only be accepted within 30 days of your receiving the product. The product must be returned unused, in the condition you received it in and in its original packaging. We do not accept returns of used products. For all returns that are not due to damage, faults or incorrect product shipments the customer is responsible for paying all shipping and handling costs for the return delivery and must pay a restocking fee of up to 50% of the original sale price (dependent on supplier).
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Cancellations:
Any order that gets cancelled after 24 hours is subject to a 10% administration fee, whether or not your order has shipped. If the order has left the warehouse, you (the buyer) will also be responsible for the return shipping fees as well.
