Shipping & Return Policy
WHERE DOES NEO39 SHIP FROM?
We ship out of our facility in Pasadena, CA.
WHERE IS THE NEO39 PHYSICAL STORE?
33B E Colorado Blvd
Pasadena, CA 91105
WHEN WILL MY ORDER SHIP?
Most orders are shipped within 24-48 business working hours. We do not ship on Saturday, Sundays and major holidays. Below are a list of holidays we will not be operating on:
- New Year’s Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Christmas Day
NEO39 cannot be held responsible for conditions beyond our control such as severe weather, service interruptions, customs, etc.
DOMESTIC SHIPPING INFORMATION
We currently ship via USPS and UPS. Orders placed during regular business hours will be processed and shipped within 24-48 hours, orders may be delayed if your order requires extra verification. Note: We are not in the office during the weekends and holidays.
INTERNATIONAL SHIPPING INFORMATION
Does NEO39 ship internationally? Not at this time.
DOES NEO39 SHIP TO P.O. BOXES?
We do not deliver to P.O. boxes for security purposes.
HOW CAN I TRACK MY ORDER?
Once your order ships, you can click the link found in your shipping confirmation email. Please allow up to 24 hours for tracking info to be updated.
RETURNS & EXCHANGES
WHAT IS NEO39’s RETURN & EXCHANGE POLICY?
Unfortunately, we do not accept RETURNS however, we gladly accept an even EXCHANGE of merchandise that is unworn and in their new original condition with all attached tags and packaging. Please return all parcels by registered mail to the address provided in the return/exchange form within 7 working days from receipt. Please be sure to clearly mark your return shipment as returned goods on any customs or postal forms. NEO39 is not financially responsible for shipping charges on returns. Please contact customer service firstname.lastname@example.org to receive return information.
Be sure to obtain a tracking number, as we are not responsible for lost packages while in-transit to our facilities.
SALES and FINAL SALES
Any sale or discounted items are final sale and not eligible for return or exchange.
PLEASE NOTE: PRODUCTS MUST HAVE ALL TAGS ATTACHED AND CANNOT BE WORN, WASHED OR ALTERED IN ANY WAY. Unless otherwise specified, the refund amount includes only the cost of the product(s) and applicable taxes. Shipping charges are non-refundable, unless you received the wrong order or products were damaged in transit.
WHAT IS NEO39’s EXCHANGE POLICY?
If you need to make an exchange, items must be in their original unworn condition with attached tags and packaging and sent to the address provided in the return/exchange form within 30 days from the receipt. Please contact email@example.com prior to mailing back the package to ensure the desired item is still available. NEO39 is not financially responsible for shipping charges on exchanges back to our headquarters. Be sure to obtain a tracking number, as we are not responsible for lost packages. All exchanges are depending on existing stock. Notice must be given to firstname.lastname@example.org within 14 days for any problems or concerns with merchandise. Items must be in original packaging with tags attached and unworn. Any store credit issued will be valid for one year from date issued. PLEASE NOTE: ALL PRODUCTS MUST HAVE ALL TAGS ATTACHED AND CANNOT BE WORN, WASHED OR ALTERED IN ANY WAY.
MY PRODUCT IS DEFECTED. WHAT CAN I DO?
We are sorry to hear this. If you believe your item is defective, please email us at email@example.com with photos and explaining the defect within 14 days. We will deem the product defect at our discretion. If the product has been misused or care instructions have not been followed then the product will not be eligible to claim as defective.
WHEN CAN I EXPECT A REFUND?
We will process your return within 7-10 business days of receiving it in our warehouse. Credit will be applied to your original payment method. You will receive an email when we successfully issue you a refund. A credit will appear on your next statement, depending on your issuing bank and billing cycle. We do not refund shipping charges. During peak seasons, please allow up to 15 business days for your return to process.
Thank You for reading our policy.