List of most asked questions with their answers. If you have a question and you can’t find it in the list, please send us an email at: [email protected]

Frequently Answered Questions

Do you ship worldwide?

Yes! If you have problems with your country, let us know!

Will my order be shipped in multiple parcels?

If you place a large order, it may be fulfilled in multiple shipments.

Where do you ship from?

We ship from various overseas manufacturers. Please keep in mind that if you order multiple items, they may arrive separately due to this.

What currency is your prices in?

All prices listed are in USD.

Why can't I track my order or shipping status?

For International orders, a tracking number may not always be available.  This is because orders that are shipped internationally are sometimes shipped via China Post, which sometimes doesn’t have a tracking number outside of China and in your country.  While this can be frustrating, it also helps us to keep your costs down.  Faster shipping with tracking can cost upwards of $30 per item!  We ask that you please be patient, it will definitely be worth the wait.

Do you accept orders placed outside of the US?

We sure do! We proudly ship worldwide.

How long will it take to receive my order?

Please allow 15-25 business days for US orders (unless otherwise stated in the product description), and 25-60 business days for anywhere outside of the US for your items to be delivered. Occasionally delays are caused by the destination country’s customs department, in which case Neathut is not responsible for delays. These times vary and your order may arrive sooner, but this is the average.  It depends what you purchased and if it is holiday season.

I have received only part of my shipment, where are the other items?

We ship from different overseas manufacturers. So, some items might arrive earlier than others. If you’d like to know the status of your other items, please e-mail us with your name and order number.

Will this item get to me before _________?

If you plan to give one of our items as a holiday gift, we do not recommend buying the items during the month when the holiday is happening. There is a risk of the item not arriving there on time. We are not held responsible for items that do not arrive before the holidays.

Can I cancel/change my address/order?

Please e-mail us as soon as possible if you wish to change or cancel your order. Once the item has been fulfilled and marked as shipped, we are not able to make any changes or cancellations to your order.  Please note that it is your responsibility to use the correct address.  We do not offer refunds for incorrect address on the customer side.

Will I have to pay customs fees?

We are confident that there will be no customs fees. However, we are not responsible for customs fees or import duties. If any such costs are required, it is the buyer’s responsibility to pay the balance.

What are my payments Options?

We accept payments by PayPal, Visa, MasterCard and American Express.

What are my delivery options?

For US delivery orders, usually are shipped by e-packet, which is a US Postal Service product, FREE of charge. For international orders, we offer one standard shipping option, which is free. If you really need an express-shipment – we can calculate the costs for you.

How secure is your site?

Neathut processes payments using PayPal and Payza payment gateways. Payza is certified to PCI Service Provider Level 1, the most stringent level of certification. We take security very seriously; all payments are verified by Stripe to prevent fraud.

Can I return or exchange an item?

Absolutely. We offer a 30-day refund time from the date you receive your parcel. Read our Refund Policy page for more info. If you are unhappy with your order, we encourage you to email us directly on our website, so we may resolve your issue with the product.

What if I received a faulty item?

If you discover a fault, please contact us immediately (within 7 days of receiving your parcel) at [email protected].