UPDATED March 16, 2017
WHERE ARE MY ITEMS COMING FROM?
Our warehouses are located in both the US, China and East Asia to secure affordable pricing for our Customers. We work with several Manufacturers.
HOW DO I USE THE COUPON CODE GIFT CARD CODE?
The code can be entered at Checkout page.
1. Select your product and click the Add To Cart button,
2. Verify all is good, then click on Checkout button.
3. At Checkout page, enter your code at "Gift Card Code":
4. Click Appy button and it will calculate for you.
5. Then you may proceed to enter your email, address, shipping info.
Ordering & Payment
I ORDERED MULTIPLE ITEMS, WHY DID I ONLY RECEIVE ONE?
Often, when you order multiple items, different warehouse and manufacturers are being utilized.
As such, many times each item will be shipped separately. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they will get to you :-)
Why is your price so cheap?
We cut out all the middle men and deliver the products directly to consumers from our manufacturers which allows us to offer extremely low prices.
I placed an order but never received a confirmation email.
If you did not receive an email from Neptune Wild within a day (excluding weekend) of placing your order and it’s not in your Spam folder, the email address on file is most likely spelled incorrectly. Please contact us.
I made a mistake on my order.
Please contact us to correct any information as soon as possible before your item(s) has been shipped. Please note, once your package is shipped, we are not responsible for lost packages. We are not responsible for packages marked as “Return to Sender” due to an incorrect or undeliverable address. You will be held responsible for the initial cost of shipping the package.
My order was confirmed, but I just got an email saying an item is out of stock. What does this mean?
Between the time you placed the order and when we processed it, the item was no longer available. We will send you an email with an E-gift card containing the amount you are owed for the cost of the item. Please treat the gift card like cash, as it is a store credit you can use during a later purchase. Store credit never expires.
How do I add items to an order I just placed?
Unfortunately, Neptune Wild cannot add items to an existing order. Please place a new order with the additional items.
How do I cancel my order?
Please contact us within 24 hours of placing your order and we will do our best to cancel it. If we are unable to cancel, we will contact you.
How do I know my payment is secured?
We use SSL (Secure Sockets Layer) certificates to encrypt our online store.
You can recognize a website utilizing SSL by the website address starting with https instead of http. Also look for the padlock icon beside the website address.
I am an international customer and I am not sure how much I'll be charged for a purchase.
All pricing on our site is in USD, the conversion rate would depend on your issuing credit card company being used on the transaction.
How long after I place my order will it ship?
Orders are shipped Monday through Friday, excluding weekends and holidays. Please allow 48 hours for order processing. Shipping may be delayed in cases of address verification or flagged orders. Credit card authorization and address verification can take up to 24 hours for approval.
The shipping time depends on the shipping method you choose and the destination of the country. Please see "Shipping Info" page for more detail.
Do you refund shipping fees?
Shipping fees are non-refundable.
How do I know my package has shipped and is on its way?
We will email a Tracking number once we shipped your order. If you did not receive an email from us, please check your spam folder.
What do I do if I did not receive my shipment?
If your tracking information states that your package was delivered and you have not received it, first check with friends, family, roommates or neighbors in case they received it on your behalf. The package may also have been left with property managers.
If you exhaust all avenues, please contact the shipping carriers so that they can open an investigation. Also, file a Police Report if you believe your product was stolen.
We will do our best to assist you, but Neptune Wild is not responsible for packages that are delivered by the Shipping Carriers that are lost or stolen.
Tracking Your Order
How do I check or track my order?
We provide the order's tracking code 5-7 days after you place an order. You may view the status of your order here.
My tracking code says “pending” or “no information available at the moment”.
Sometimes the first tracking results appear 5-10 business days after you receive the order's tracking number. If the problem remains for more than 10 business days, please contact us: firstname.lastname@example.org
My tracking code says “expired”
Please contact us: email@example.com we will quickly resolve this issue.
My order arrived, but I received the wrong items
Please contact us at firstname.lastname@example.org and provide us with your order number. If we’re at fault, you can send us back the items and we’ll send you out the correct items at our cost (or issue a refund).
I placed an order a while ago and have been getting several emails and missed calls from Neptune Wild… What's going on?
In the event we need to verify your address or need to contact you regarding your order in general, we will attempt to call and email you.
If we are unable to reach you after 7 business days, we will cancel your order and issue a refund minus any shipping fee.
I received my order, but an item is missing, defective or incorrect. What do I do?
Once you receive your order, thoroughly check your delivered items immediately.
If you believe an item is missing, defective or incorrect, you must contact us within 1 day of receipt along with a photo.
I entered the wrong address or phone number. How can I update this?
First, log in to your account here if you have not done so.
After you log in, click on the "View Addresses" hyperlink.
Then click on Edit or Delete hyperlink to update your new information.
Why is the color of the item different from what I saw online?
There are slight differences in color on various computer monitors and devices. Please note the Photography lighting also contribute to the lightness or darkness of the fabrics.
I am in the United States and want to return the package due to defective items or incorrect items shipped.
Please read and follow the instructions on how to return your items here.
I am an international customer and I want to return an item.
Please contact us before returning an item, as there are special circumstances when we cannot accept a return from an international location. We will do our best to accommodate. We are not responsible for returns until they reach us.