Order Information

Order Processing and Credit Card Charges

Orders submitted on or through our web site Monday through Friday, between 9 am and 5 pm (PST) (excluding legal U.S. holidays), are processed (as described below) within twenty-four (24) hours after submission. Orders submitted outside of the above times or on legal U.S. holidays will be processed on the next business day. We use industry standard Secure Sockets Layer (SSL) encryption to protect the transmission of your personal and credit card information over the Internet to our servers.

Order processing involves verifying identity and credit or debit card number, selecting the correct products according to your submitted order, checking product quality to ensure your satisfaction, wrapping your products as requested (see gift wrapping policy below) preparing and packaging your products for shipment and placing products with a delivery service or the appropriate carrier. We will notify you via email if a product you have selected is not currently in stock and keep you updated on the status of such product(s).

Gift Wrapping

If you would like any of your items gift-wrapped, let us know using the "order comments" box when placing your order. It’s free! Of course, we will be more than happy to include a gift card with your package. Make sure to tell us what you would like the gift card to say—otherwise we might make something up.

U.S. Domestic Shipping

Depending on the shipping method you select, you should receive your order within two (2) to seven (7) business days (excluding legal U.S. holidays) after it is processed. Please notify us at [email protected], or by contacting us at the phone number listed below, if your shipping or billing information needs to be updated or corrected. You are responsible for providing accurate shipping and billing information to us prior to our shipment of your order.

We offer free FedEx Ground shipping to any location within the contiguous United States on any order over $100. Expedited shipping (and shipping on orders below $100) is calculated by FedEx based on the weight of the items purchased. You will receive an automatically generated email once your order ships notifying you of the relevant tracking number(s).

International Shipping

We ship to any country in the world that FedEx services. International shipping is calculated by FedEx based on the weight of the items purchased. We ship most international orders within two (2) business days; however, transit times can vary depending on the policies and infrastructure of the destination country. If you have any questions about placing an international order, you can send us an email at [email protected] or call us toll-free at (800) 270-6511.

Customer Satisfaction

At notNeutral, we stand behind the quality of our products, and we make things right if you are not satisfied with your purchase. Our shipments are carefully inspected before leaving our warehouse, but in the event you are not satisfied with your purchase, simply follow the instructions in the Returns and Exchanges section.

How To Order by Phone or Email

If you would prefer to order by telephone, call us toll-free at (800) 270-6511, between 9:00 am & 5:00 pm (PST). If you encounter problems using the website, you can also order by email. Just send us an email at [email protected], and be sure to include your name, address, and a complete list of the items that you'd like to purchase. 

Returns and Exchanges

With the exception of made-to-order items, you may return any items purchased from us within 30 days of purchase. Please contact us at (800) 270-6511 or [email protected] to receive a return authorization. Items must be returned in substantially the same condition and packaging in which they were received.

Pending inspection, a refund or credit will be issued to you for the value of the item and any applicable taxes. notNeutral offers no shipping and handling refund or credit on returned merchandise.

Damaged Products and Replacements

At notNeutral, we take great pride in the quality and craftsmanship of our products. Attention to detail in design, materials, and construction is always forefront. 

In the event that damage occurs in transit, or if you discover a manufacturing defect, please contact us at (800) 270-6511 or [email protected] as soon as possible. We will gladly replace any damaged or defective products. In certain circumstances, we may require that the damaged or defective item(s) be returned to us.

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