The National government has announced that Metro Manila and other nearby provinces are downgraded to Modified Enhanced Community Quarantine (MECQ) from August 4 -18, this is to lessen the number of COVID-19 cases throughout the region.

The health and safety of our team members and New Era community is our top priority. We have adjusted store operational hours in accordance to each local government and mall policies. Check our store schedule during MECQ here.

Our online store, is open 24/7 for your New Era fix.

Frequently Asked Questions:

Q: Can I continue to place orders?

A: Yes, our stores and are open to serve you. You may check our store’s updated operational hours here.

Q: How soon can you ship my order?

A: Orders placed during the weekdays are processed within 24 hours, and is shipped out the following day. However, order placed from Friday until Sunday are processed the next business day which is Monday, and will be shipped out the same day.

Q: Will there be delays with delivery service and shipping times?

A: While New Era has received no official delay notices from our partner carriers, we ask our customers to allow a few additional days beyond the estimated days for delivery to occur. Metro Manila orders usually take at least 3 - 5 days; while provincial areas takes at least 5 -10 days. The ongoing pandemic has affected us all and our carriers are no exception. Areas under ECQ or localized lockdown will automatically be put on hold until lockdown is lifted.

For Metro Manila orders, our SAME DAY DELIVERY service is available from Mondays – Fridays from 8AM -3PM. Service may be suspended without prior notice in case there are heavy rains. You may check our SAME DAY DELIVERY process here.
For delays in excess of 15 days, please contact our Customer Care for additional assistance.

Q: Can I still return items?

A: Our returns and exchange policies are suspended due to COVID-19 for all our stores and online stores. Make sure that you are picking the correct cap size when ordering online by choosing the correct size at this link.

Q: Are packages and product from New Era safe?

A: You can continue to order from New Era with confidence. Our team adheres to the recommended safety policies and guidelines in packing your orders.
Watch how we prepare your orders here.



Q: How can I contact someone regarding an order?

A: To protect the health and safety of our Customer Care team, telephone support has been suspended at this time. Our agents are still here to help through chat and email. Just use the chat button at the bottom right of any page to submit your request and we’ll respond as quickly as we can. Our customer care team are available from Mondays-Fridays from 8AM-5PM.

Q: Am I allowed to fit caps or apparel at the store?

A: To ensure everyone’s safety, fitting of caps and apparel are not allowed due to COVID-19. Our staff have cap rulers that you may use in order to get the correct cap size. We have implemented new shopping policies for our stores, you may watch it here.


Q: Will I be able to avail other cap services such as Reblocking, Embroidery or Heat Press?

A: No, all cap services are currently suspended due to COVID-19.

Q: I have recently accumulated P25,000 worth of receipts this year, how can I get my VIP card?

A: If all your orders this year are from our online store, you may send an email to our online team here, with subject VIP APPLICATION. Our online store team will verify your purchases and will get back to you within 3 days. Once verified and eligible for the VIP program, your card will then be delivered to you on your next online purchase.

For receipts accumulated at our stores, you may still pass accumulated receipts worth P25,000 from January 1 – until December 31, 2020, get it validated at our stores and receive the New Era VIP card. Read more about our VIP program at this link.

Q: My VIP card is already expired or is set to expire this year, how can I renew my VIP card?

A: Due to the pandemic, we are extending all VIP cards that are set to expire this year to be valid until December 31, 2020.

Q: I still have New Era coupons from the New Era planner, can I still use the coupons?

A: All expired coupons are no longer valid. Terms and conditions for each coupon will strictly be followed.



New Era continues to monitor the COVID-19 situation and we give our hats off to all those on the front-lines during this pandemic. We continue to work with all of our partners to prioritize the health and safety of our team and our New Era community. We ask our community to stay at home and keep safe during this pandemic.

Customer Care is available for online support.
Mondays – Fridays: 8AM – 5PM
Saturdays – Sundays: Closed


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