FAQ
Drops
When is the next drop?
The best way to know about upcoming drops / releases / updates is by signing up for our email list on our website. You can also follow @mintednewyork on Instagram.
What will be released in the upcoming drop?
We will send an email to the email list with details, prices, photos, size charts, etc. before the release of the drop. Please also check the Minted New York Instagram (@mintednewyork) for updates.
Are there pre-orders?
No, we do not take any pre-orders at this time.
Payment
When will I be charged?
You will be charged when you place your order. All successfully placed orders will receive an email confirmation of the charges (please double-check to make sure you input the correct email address during checkout).
Can I change/cancel my order?
Please email support@mintednewyork.com ASAP if you need to change/cancel your order. Because we try to fulfill our orders as fast as possible, if we've already fulfilled your order, we won't be able to change/cancel it.
Shipping
Where is my order?
You will receive an order confirmation email if your order was successfully placed - if you do not see it in your inbox, please check your spam folder. You will receive a shipment confirmation email with your tracking information once your order has shipped. Tracking will update once the courier scans your package. If you have not received an update after 20 (U.S. Domestic) or 30 (International) days, please contact us. We try to fulfill your orders within 48 hours (Monday - Friday).
Where do you ship?
Due to varying regulations among different countries, our pre workout is the only item that we do not ship internationally (US only). All other products are shipped internationally.
How much is shipping?
Shipping costs vary depending on the product. Please double-check the shipping costs before confirming your order.
Will I have to pay customs fees and import duties on international shipments?
Please be aware that all international orders are shipped delivery duties unpaid (DDU) and that you, the customer, are responsible for any local customs fees, taxes, and/or duties. Any import duties and taxes are charged once the package has reached the destination country and these charges must be paid by the recipient of the package. Unfortunately, we have no control over these charges as customs policies vary from country to country. If you have questions related to customs charges you are advised to contact your local customs office.
What if my package is “returned to sender?”
If your package gets returned to us, we will refund your order. We are unable to resend returned packages at this time.
What if my package is lost or stolen?
Please note, Minted New York is not responsible for lost or stolen packages. We recommend shipping packages to secure locations that have someone available to receive the package. If your package is marked as "Delivered" or shows a final scan, we are unable to file lost in transit claims. If you have not seen an update to your tracking after 20 (U.S. Domestic) or 30 (International) consecutive days, please contact support@mintednewyork.com as your package may be lost.
When will I receive my international order?
International delivery times can take up to 14 business days or longer depending on the shipping location. Additionally, all orders will need to pass local customs inspection. We are unable to provide an estimate for how long this process will take and have no way to reduce that amount of time. If after 30 consecutive days your package still has yet to arrive, please call your local post office and ask if they are holding it for any reason. If not, please email support@mintednewyork.com with your order number. If your tracking number shows your package has been delivered outside of the US, but you are still awaiting delivery; please call your local post office to see if it's being held there.
What if I entered an incorrect shipping address?
If the order has not been confirmed, please email support@mintednewyork.com ASAP and we will do our best to update the shipping address. If the order has already been fulfilled, we are unable to change your address.
I input the incorrect address / didn’t include my apartment/building number. Am I eligible for a refund?
No, we unfortunately will not be able to issue a refund if the original address was incorrect / insufficient.
Returns / Exchanges / Refunds
Where can I initiate a return / exchange?
Through our portal, https://mintednewyork.loopreturns.com.
What information do I need to initiate a return / exchange?
You will need your order number and either the zip code or email address that was associated with the order you're wishing to return/exchange.
Do you offer returns for international orders?
We are unable to provide returns for international orders at this time. Please email support@mintednewyork.com and we will do our best to find a solution.
How long do I have to return my order?
Returns must be made within 60 days from the order date.
How does the return portal work?
Once you've entered the appropriate information into the portal, we’ll send a return label to the email address from which you ordered. Please make sure you ship the return 30 days after the label has been made. You’ll receive the refund after the product has been properly scanned by the courier and returned to us. Please allow 5-7 business days for the refund to process. The refund will be issued to the payment method used at the time of your original purchase.
What if my order is damaged, defective or incorrect?
If you have received a damaged, defective or incorrect item, reach out ASAP to support@mintednewyork.com. Please include your order number and all photos of the damage, defect, or incorrect item(s).
Can I exchange for a product that wasn't what I originally purchased?
Not at this time. The exchange must be for another size of the same product that was originally purchased. Example: Small Black Performance Tee → Medium Black Performance Tee.