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Frequently asked Questions

Where Are You Based?

We are based in United States, California. Our company address: 10240 Rosecrans Ave #520 Bellflower ,CA ***Please don’t use this address for exchanges or refunds. If you would like to send an item for exchange or refund please contact our customer support team first as this is not our mailing address. Fill the form on this page to send us an email.

How Long Does Delivery Take?

Please allow 5-8 days for the items to arrive from dispatch. Please allow 3-5 business days for orders to be processed, packaged and dispatched from our warehouses in USA or Asia. If your order hasn’t arrived in the estimated delivery times, please send us an email at [email protected] or send us a message here and we will get back to you within 1 business day.

Do You Deliver Products Internationally?

Neoprinty ships products worldwide every day. Shipping is available for most countries around the world.

How Secure Is My Personal Information?

Neoprinty adheres to highest industry standards in order to protect your personal information with the best security solutions. Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology), which is widely used on the Internet for processing payments safely.

Can I Amend My Order?

We work super quick at processing orders to make sure you receive them as soon as possible. You can amend your order as much as you like before you click “complete order” but after this you may not be able to make amendments. However, please email us as soon as possible at [email protected] to see if it is possible to amend your order.

Can I Cancel My Order?

If you have placed your order within 24 hours, please email [email protected] and we can cancel your order for you and issue you a full refund. Unfortunately, it is not possible to cancel your order after 24 hours as our warehouse will have processed your order.

I Have Entered An Incorrect Address!

If you have misspelled or auto-filled your address incorrectly, please email us ASAP at [email protected] and provide your new address.

What If My Parcel Is Delayed?

In very rare occasions, the delivery may take longer than the standard shipping time stated above. Most of the delays are caused by the customs, that, unfortunately, we can’t control. We seek your patience and understanding should this happen.

Will My Items Come Together?

We strive to only ship complete orders. However, in particular cases, your order can be split into several packages. This is mainly caused by different supply warehouse’s locations. In this case, you will be provided with two or more tracking numbers. Don’t panic if you don’t receive all of your items at once…they will get to you!

Do I Need To Pay Custom Fees?

In most cases, customs fees do not apply. In some rare cases, you may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel (this also applies to retail & wholesale customers). Unfortunately, Neoprinty has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country.

Can I Return My Order?

If you would like to return your products, please email [email protected] to arrange a return. Our refund policy lasts 60 days so please let us know within 60 days of receiving the item, if you would like to return it and we will issue you a full refund so you can shop carefree.

My Item Arrived Damaged!

We do ship every item with extra padding. Despite this, our customers report that around 1 in 1000 products arrives damaged due to mail service mistreatment.If this happens to you, email us at [email protected] and provide: – Your order number. – A picture of the damaged product.Once received, we’ll be happy to send out another free of charge.

What Are NEOPRINTY Payment options?

We want to make your purchase fast and easy, and accept the following payment options:

Visa, MasterCard, American Express, Discover
PayPal

if you encounter any payment problems or issues, please don’t hesitate to reach out to our customer service team for assistance.

Our Customer Service Working Hours

At NEOPRINTY, while our Customer Service team is based in Asia, we are deeply committed to providing exceptional support to our valued customers in the United States and the United Kingdom. Understanding the importance of being available when you need us, we’ve tailored our customer service hours to better align with your time zones:

Email Support:

Available 24/7. Emails sent outside of business hours will be addressed on the next business day. Please allow up to 24 hours for a response during weekdays, and slightly longer over weekends and holidays.

Instagram Live Chat:

US Market (Eastern Time Zone, EST/EDT)
Monday to Friday: 9:00 PM – 9:00 AM
Saturday: 10:00 PM – 6:00 AM
Sunday: Closed
UK Market (Greenwich Mean Time Zone, GMT/BST)
Monday to Friday: 2:00 AM – 2:00 PM
Saturday: 3:00 AM – 11:00 AM
Sunday: Closed

Please note, the stated hours for the Instagram Live Chat and Email Support take into consideration the time difference between Asia, where our customer service team is located, and the primary time zones of our markets in the US and UK. Our response times may vary during peak periods or due to unforeseen circumstances. We appreciate your patience and understanding.

For immediate assistance during these modified business hours, we recommend using our Instagram Live Chat for the fastest response. For less urgent matters or if reaching out outside these hours, please feel free to email us at any time, and we will get back to you as soon as possible.

Thank you for choosing NEOPRINTY. We’re here to ensure that your experience is as smooth and enjoyable as possible, no matter where you are.

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