HOW QUICKLY CAN YOU ANSWER MY QUESTION?

We answer messages and emails in the order they are received and endevour to respond as promptly as possible. During Canadian holidays and peak shopping seasons, the response time will take longer to respond.

 

CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?

Once an order is placed, your order is packed and ship your order within 2-3 business days, so it's not always possible to process address change requests. If you notice an error, please email us ASAP with your name and order number # so we can try to make a correction(s) to your package before it departs. There is no guarantee we can make it, especially once it leaves the warehouse.

 

HOW LONG IS THE PROCESSING PERIOD?

Order processing times are between 2 to 3 business days after the day you placed your order. Most packages are prepared within 2 to 3 days, but processing times may go up to 5 business days following the day you placed your order during the peak shopping and holiday seasons.

 

WILL MY ORDER COME IN ONE PACKAGE?

Depending on the size of your order you may receive separate packages that may possibly arrive 1 to 4 business days apart.

 

OUT OF STOCK/BACKORDERED ITEMS:

In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out by. If the items are not expected to be restocked within 2 weeks, we will just automatically provide a full refund to you for those items.

 

ADDRESS CHANGES:

If you notice an error please email us ASAP with your name and order number so we can try to catch your package before it departs. There's no guarantee we can change it after 24 hours. 

 

DO YOU SHIP INTERNATIONALLY?

We primarily ship across Canada with FREE shipping. However, we may ship to the United States, Mexico, United Kingdom, Australia and New Zealand for additional shipping fees. International shipments are responsible for any tax and duty. You will receive your shipment 7-25 days after the order is shipped. All international orders are shipped out within 4-5 days, but may take longer.

 

I RECEIVED A DAMAGED ITEM, WHAT DO I DO?

We apologize that your shipment didn't arrive in perfect condition! Please contact us with your name and order number for further assistance.

 

WHAT DO I DO IF SOMETHING IS MISSING IN MY ORDER OR IS DAMAGED?

If any of your purchased items are missing or are damaged please contact us. We have a Money Back Guarantee which lasts 14 days from the initial purchase date of your order so make sure to contact us within that time frame. To get a hold of us to assist you please either use the Contact Us tab or email us at support@neometacosmic.com