Frequently Asked Questions (FAQs)
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Get quick and easy answers to your most common questions.
Viewing & Changing Orders
Q: Where is my order?
A: You can see your most recent orders on the Order Status & Tracking page. There may be times where an order just placed may not immediately appear until the order request has been fully processed by our business systems. If there is a problem with the order, you will generally be contacted by our customer support team.
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Q: Can I speak to someone about an order I have placed?
A:
- Try our live support (Mon-Fri, 24 hours)
- Email customer service: customerservice@newark.com
- Call customer service: 1 800 463 9275 (Mon-Fri, 8:00AM - 8:00PM ET)
Q: How do I track my order?
A: Simply Log In and go to the Order Status & Tracking section under My Account. The most recent order should be listed first. The tracking number (if available) will be displayed in the order tracking column. Note: some delivery methods may not provide tracking information.
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Q: What should I do if product is damaged in delivery?
A: Our merchandise is carefully packed for delivery in our distribution centres, however we do realise that delivery damage may occur in spite of these precautions. If any damage occurs please contact our customer service team on 1 800 463 9275 or email us at customerservice@newark.com.
Q: Can I cancel an order?
A: Due to the efficiency of the Internet ordering process, it may not be possible to prevent the delivery of items once an order has been placed. However you can request a return for eligible items by using our request a return form.
Q: How do I get a copy of an invoice?
A: You can view and print invoices from the Order Status & Tracking page. If you need a paper copy to be sent, go to the request an invoice form and follow the instructions provided.
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Returning a Product
Q: How do I return a product?
A: Please go to our online return a product request form to request a return materials authorization (RMA) number. You will receive instructions on how to prepare your package for return once you receive the RMA.
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Placing Orders
Q: What does it mean when a part is backordered?
A: Occasionally, demand for certain products can lead to them being temporarily ‘out of stock.’ However, if you still want this item and don't mind waiting, we are happy to accept orders and ship it once stock becomes available.
Q: Can I download or email my cart?
A: If you want to save your cart online for purchase later you can use the saved carts feature.
Q: What are order minimums and multiples?
A: Certain products like resistors or cable come in reels or packs of set length or quantity. They are not available for sale in quantities below certain levels because it is not economical to package them in smaller quantities.
Q: How do I apply a voucher code to my order?
A: You can enter a voucher code on the shopping cart page. When you have entered a valid voucher code, press the “Apply” button and the cart total should display the updated discounted total.
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Q: How do I check out from my saved cart?
A: You cannot directly check out from the saved cart page. You must add items from a saved cart to your current cart for check out. For more details visit the Saved Carts page.
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Q: Can I save my shopping cart and complete my order later?
A: Yes. In the shopping cart, you can save your cart by entering the name of your choice in the Save cart field, then click "Save cart". The saved cart is then available in My Account.
Q: Can I speak to someone about a problem on the website?
A:
- Try our live support (Mon-Fri, 8:00AM - 5:00PM ET)
- Email web site support: websupport@newark.com
- Phone web site support: 1 800 463 9275 (Mon-Fri 8:00AM - 8:00PM ET)
Q: Is this shipping to a freight forwarder for export?
A: A freight forwarder exports your shipment for you. If you are shipping to a freight forward service, we are required to ask for the address of the ultimate destination.
Q: I cannot see the card I added for future orders in Checkout or in My Account?
A: We are not permitted to store cards that are declined on first use. In this situation you will be required to enter and store the card details again. This can be done during your next order or in My Account.
Some organisations allow their buyers to use the same card for purchases. If a previous user removes the right for the card to be stored, we will no longer be able to store the card. Simply re-enter the card details and select to store the card for future use.
Some organisations allow their buyers to use the same card for purchases. If a previous user removes the right for the card to be stored, we will no longer be able to store the card. Simply re-enter the card details and select to store the card for future use.
Product Information
Q: Can I speak to someone about technical product information?
A:
- Try our live support (Mon-Fri, 24 hours)
- Email technical support: tech_support@newark.com
- Call technical support: 1 877 736 4835 (Mon-Fri, 8:00AM - 8:00PM ET)
Q: Can I get help to find a product?
A:
- Try our live support (Mon-Fri, 24 hours)
- Email technical support: tech_support@newark.com
- Call technical support: 1 877 736 4835 (Mon-Fri, 8:00AM - 8:00PM ET)
Q: How do the search filters work?
A: Check the box to filter by selected parameters then click “Apply”.
For parametric filters, the available filters will automatically update with each selection, however you still need to click “Apply” to see the updated product list that matches your filter selection.
You can disable the automatic update by unchecking the “Auto Apply filters” check box above the parametric boxes.
For more information visit the Searching for Products page.
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Q: How do I stop product notifications?
A: Simply Log In and go to the My Account: Product Notifications and follow the instructions provided for removing a notification.
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Q: What is a substitute item?
A:
- An exact substitute is functionally identical (same form, fit and function) but has a different unit of measure from the same manufacturer.
- An upgrade substitute is a product that has been improved by the same manufacturer.
- A suggested substitute is a product that is functionally similar with similar form and fit.
My Account
Q: How do I reset/change my password?
A:
Forgot Password
If you have forgotten your password, you can easily request your password to be reset.
Change password
If you remember your current password, simply Log In and go to the My Account: Change password page and follow the instructions provided.
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Q: How can I request my username?
A: If you have forgotten your username, you can easily request your username to be sent to the email address in your profile.
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Q: How do I change my billing/invoice address?
A: You may submit a request to update your invoice address by Logging In and going to your Addresses. Select the address you first used to open your account with us and update the information. When you submit the form, our support team will be notified to verify the address and will make the update in our business systems.
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Q: How do I get set up to pay on account?
A: You may request a trade account when you register and place your first order on this site.
NOTE: Orders may be delayed while business credit verification is performed.
You can also contact us to set up an account.
- Email customer service: customerservice@newark.com
- Phone customer service: 1 800 463 9275 (Mon-Fri, 8:00AM - 8:00PM ET)
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Q: What characters can be used when filling in forms?
A: The following characters can be used when filling in forms:.
- a-z A-Z 0-9
- All punctuations and most special characters except ‘|’ ‘,’ (comma) & ‘\’ (Note: fields such as post codes, phone numbers etc. will not accept special characters)