POLICIES
Shipping Policy
Most orders will be double boxed at no extra fee!
Select items that are considered irregular in size or shape will be shipped in their original brown shipper; this will be noted on the product page of these select items.
We typically ship In-Stock orders within two business days after order submission.
For orders that exceed a certain dollar amount, a signature will be required at the time of delivery; this is non-negotiable and is done to protect the delivery of your purchase.
Additional charges may apply to shipping addresses that include PO Boxes, Hawaii, Alaska, or other US territories. We will email you if additional payment is required on your order.
Please see Pre-Order Policies on details regarding shipping on pre-order items.
Shipping Policy for Non-USA Customers
We are pleased to now offer shipping for our non-USA based customers! Our shipping options will be available to select once you have input your desired shipping address.
Please be aware that any additional import fees or duties will be the responsibility of the customer.
We understand sometimes a customer will choose to use a consolidation company or freight forwarder to handle delivery to a final address located outside of the USA. Please note we will not be responsible for any damages incurred or missing accessories due to additional handling by these shipping companies.
Billing Policy
All major credit cards are accepted, including Visa, Mastercard, and American Express, among others. PayPal is also accepted as a form of payment.
Sales tax will be assessed on orders depending on current state requirements. The sales tax rate will be consistent with current tax rates.
Please see Pre-Order Policies on details regarding billing on pre-order items.
Flexible Payment Plans
We are pleased to offer Payment Plans on all In-Stock and Pre-Order items via Shop Pay. There will be no interest or additional fees; payments will be charged every 2 weeks in equal installments until the full amount is remitted.
Please select Shop Pay as your payment provider, then select "Pay in 4 Installments" on the next check out page. Your order will be shipped usually within two business days of payment confirmation.
Discount Code
We occasionally offer discount codes to our customers. Please be mindful of email notifications to receive discount codes.
Please see specific discount code policies for application to In-Stock or Pre-Order items.
For Pre-Order items, discount codes will only be applicable if you pay in full upfront. Discount codes will not be applicable on the initial 10% deposit or for the remaining balance.
Cancellation Policy
We understand if you change your mind and want to cancel an order after order submission.
For in stock items, we can process your cancellation only if the tracking label has not been created yet. Please send all order cancellation requests via email to: customerservice@neogeektoys.com and reference the order # in the subject heading.
Please see Pre-Order Policy on details regarding cancellation requests on pre-order items.
Fulfillment
Please ensure your shipping address on each order is updated. If your order is shipped to your address on file and the address on file is not correct, we will not send you a refund unless the package is returned to us. We will also withhold the shipping cost from the refund if the error was made on your end.
Item Damages and Defects
We understand that on extremely rare occasions, you may receive an item with damage or defect upon arrival. Oftentimes these are out of our control and happen at the point of final pack out with the manufacturing companies. In these cases, please provide multiple photos of the issue and please send to the email address: customerservice@neogeektoys.com . Please include date stamp and order number in the photos for additional verification.
We need to be notified 7 days after arrival of your order of any damages or defects. After this timeframe, we will not be responsible for any damages or defects as these may have been caused by general use over time.
Upon review of the photos, if the damage or defect is considered MAJOR, we will gladly accept the item back and will provide you with a return label, at no cost to you! Defects considered major include: broken parts, missing accessories.
Upon review of the photos, if the damage or defect is considered MINOR, you can choose to keep the item or send the item back to us (we will also pay for the return shipping label). Defects considered minor include: small scratches or marks, small fabric stains, loose stitching on fabric, loose joints, small loose pieces that can be fastened back with glue or adhesive
We will not provide any compensation for damages or defects that we consider as minor. You can either keep it or send it back to us, please do not ask us to provide a partial refund or credit.
Any minor inconsistencies when compared against social media (e.g. YouTube, Facebook, forums, etc.) will not be considered a defect or damage and will not be considered eligible for returns.
We will not be responsible for any minor packaging defects, such as creases or minor tears to the retail box or the shipper. Items received with minor packaging defects will not be considered eligible for returns.
Customer Etiquette
We appreciate every customer and value and respect your opinions. We also expect our customers to treat our store and our team with the same level of respect. With that being said, we will take action on any account that participates in any of the activities below:
- Excessive order cancellations and refunds
- Falsify details on item condition
- Falsify details on order receipt
- Returns received in an unacceptable condition (e.g. missing pieces, thoroughly used and displayed)
- Threats and attempted blackmail
Some of the actions we will take on these customers include:
- Lower priority on pre-order arrivals (e.g. when a pre-order item comes in stock, these customers will automatically receive lower priority on fulfillment regardless of timing of when order was submitted)
- Exclusion from store wide sales events (e.g. Black Friday, Summer Sale, Valentine’s Day, etc.)
- Exclusion from exclusive discount codes sent via email
In addition, any customer that reports a chargeback to their payment provider will be permanently banned from purchasing from our store and will have all current orders and pre-orders cancelled. We are a customer-centric company that tries to help the customer in a reasonable way; a chargeback action helps us to identify individuals that we do not want as part of our community.
Returns Policy
If you are not satisfied with your purchase, all orders can be returned within 7 days after arrival to your shipping address.
Returned orders must be received in the original condition when it was sent to you. This means no missing accessories and no damages to product. Product must also be sealed or shrink wrapped as applicable to the specific item.
If there are any missing accessories or damages incurred on the product upon receipt, we will withhold a portion of your refund as compensation.
All items are packaged with utmost care prior to shipping, usually bubble wrapped unless the item is already sealed in a shipper.
Customer will be responsible for all shipping fees and cost of shipping material for return orders.
Please send all return requests via email to: customerservice@neogeektoys.com and reference the order # in the subject heading.
Contact Us
Please send all other inquiries, comments, or suggestions via email to: customerservice@neogeektoys.com.
Queries can also be sent to the mailing address below:
NeoGeek Toys Inc
PO Box 1284
Monterey Park, CA 91754
We reserve the right to amend our policies at any time.