shipping + returns
Orders generally ship within 48 hours of purchase. Orders received after 1 pm EST on Friday, will begin processing the following Monday. Products available for pre-order, or those that are on back-order, will go out as soon as we receive them into our warehouse (please see the shipment date noted on the Product Page).
The standard shipping selection is FedEx Standard Ground (average 3-5 business days). Please bear in mind that transit times do not include weekends or holidays. We do offer quick ship options, such as Overnight and Second Day Air, which are available at checkout with an additional surcharge.
If you decide to refuse any shipments from neo-utility, you are responsible for the original shipping charges and the cost of returning the package to our warehouse. This amount will be subtracted from the merchandise refund.
FREQUENTLY ASKED QUESTIONS
Do you ship internationally?
Currently, we only ship to North America. If you are not able to find your country on the list during checkout, we unfortunately cannot ship to you at this time.
Do you part-ship?
If you have purchased an item that is on back-order in conjunction with items that are in stock, we will go ahead and send the stocked items and email you regarding the shipment details of the back-ordered/pre-ordered merchandise. Shipping costs will not be affected.
How can I track my order?
Please log into your account to view your order history. You will also receive an email with tracking information as soon as your order has been dispatched from our warehouse.
Unused merchandise in its original condition can be returned for a full refund (less shipping) within 14 days of the delivery date. The item(s) must be returned to us with its original packaging, inserts, tags, etc.
neo-utility is not responsible for shipping charges on any returns or items lost/damaged during transit.
FREQUENTLY ASKED QUESTIONS
How do I return an item?
Please email firstname.lastname@example.org referencing your Order Number, details of the item(s) you wish to return and the reason for return. Once we receive your request we will begin processing your return and email you a RAN (Return Authorization Number) as well as instructions for shipping the items back to us. You should receive our email within 48 hours from the receipt of your request (not including holidays/weekends).
If the item you received was a gift, you will be refunded a store credit for neo-utility.com
What if the item arrives damaged?
We take great care to inspect and carefully pack our products in an effort to ensure that your order arrives in perfect condition. If damage does occur, please email email@example.com immediately, so we can arrange to have a replacement sent out. For damaged items, we require you to contact us within 5 working days of the shipment receipt. Please keep the original item and all packing materials as we will send you a return label to ship back the damaged goods.
How do I exchange an item?
neo-utility does not exchange items, however you are more than welcome to return an item (if it fits the RETURN criteria) for a refund, and then re-order the product online.