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FAQ

Who is NewClients? NewClients is a licensed promotional supplier of SAS promotional merchandise.

I want to talk to someone. Who should I contact? NewClients is available for Live Chat - click the icon above! They can also be reached by phone at 804-560-7000 x4, email ([email protected]) or by using the Contact Us button above.

What are your hours of operation? Monday - Friday, 8:30AM - 5:00PM Eastern Time

When will I receive my product? Your order will be shipped on the same day the order is placed, if the order is received by 2 PM Monday-Friday Eastern Standard Time. If your order is received after 2 PM it will be shipped the next business day.  Shipments via courier to SAS Cary Headquarters will be delivered on Monday, Wednesday and Friday.

What if I have a problem while placing an order? If you have trouble with your order, please call us directly at 804-560-7000 x4 or contact [email protected], we will be happy to assist you through the process. Feel free to use the LIVE CHAT button at the top of the page! We're available to help you Monday - Friday, 8:30AM - 5:00PM Eastern Time.

How do I cancel or modify my order once it has been placed? Once you have completed an order and received your digital receipt via email, NewClients initiates the order fulfillment process. If you would like to cancel or modify the order after the confirmation process, please call us immediately at 804-560-7000 x4 or contact [email protected]. We will make every effort to cancel or modify prior to shipping.

Will I receive a confirmation that my order has been processed after I have placed my order? We will send a digital receipt to you via email with your order information. Your confirmation will include an order number that you can reference if you have any future questions. You can also review your order online using the Order History link.

Will I be charged tax for my order? Only orders being shipped to Virginia, Florida or North Carolina will be charged tax. Orders shipping to Virginia will be charged a 5% tax, Florida orders will be charged a 7% tax and North Carolina at 6.75%. If you are tax-exempt from one of those states please contact us.

What is your return policy? Items purchased on the Online Store may be returned for a full refund up to 30 days after purchase. Please go to My Profile and review your order. You may submit a return authorization directly from there. Feel free to contact us at 804-560-7000 x4 to initiate the return process. NOTE - Returned orders purchased through payroll deduction are only eligible for exchange or store credit. We can not apply a refund to your payroll deduction.

What happens if the product is not available or back ordered? You can still order out of stock products. If the item is in backorder, the quantity backordered will be noted in your basket. NewClients and SAS will monitor the product levels and make every effort to maintain sufficient inventories.

Can I order and have the items shipped directly to a customer, partner or other third party? Yes, during checkout there is a "Ship To" entry form, as well as a "Bill To" box.

Do you ship globally? Yes, via UPS. International shipments are subject to an additional $5.00 administrative fee and are first delivered via courier directly to the SAS Cary Headquarters Office. Orders are then shipped directly to the international location you specified. You may not order from, and New Clients will not ship to, countries that are subject to U.S. trade sanctions. New Clients hereby notifies you that United States export laws, and regulations apply to all purchases made on this site. Your use of this site indicates your agreement to comply with these and other applicable export and import laws and regulations. You and New Clients expressly agree to exclude the United Nations Convention on Contracts for the International Sale of Goods from any applicable agreement. You are responsible for import duties, taxes and brokerage fees. These fees vary from country to country, can be very costly and are often COD. Please consult your local customs office for further information.

I was on your site and saw a product that I wanted to order, but when I came back later, it was no longer there. What happened? The product you are looking for may be no longer available. If you are interested in an item that is not on the store please email your requests or suggestions to [email protected].

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