Frequent Asked Questions

You have questions. We have answers.

Do I need to create an account to place an order?

You can place orders without an account. We suggest you to create an account to better managing your orders, address, payments, coupons/credits and other information.

How to modify / cancel my order?

Your order can be modified or cancelled before shipping. Simply follow the steps:

  1. Login to your account
  2. Go to “ORDERS” Page
  3. Click “VIEW” button for the order you want to cancel
  4. Click “ASK FOR A REFUND” button to cancel an item in the order
  5. Click “REFUND MY ENTIRE ORDER” button to cancel the order

If your order already shipped, you can start the refund process after receiving the order.

How to track my order?

An order number will be provided on the confirmation page when you place an order.

Your order is normally shipped within 2 business days. You’ll receive an order update email with tracking information provided.

You can check you order status after login to your account or click the [Track Order]

How to change my shipping address?

There are 2 ways to change order address for now:

  1. Email service @ to request change of shipping address. please specify your order number and request through your registered email.
  2. Cancel your order (request refund in your order detail page) and place a new order with new shipping address.
Can I apply multiple coupon codes to my order?

Generally, we allow multiple coupon codes to be applied to an order.

You can view all the eligible credits/coupons on the “COUPONS” page in your “MY ACCOUNT”.

What payment methods do you accept online? Do you store my card information?

We accept all major cards including Visa, Mastercard, Discover, American and America Express. We also accept PayPal.

When you place an order, We DO NOT collect, process, transmit or store you card (credit-card or debit card), so your information is protected.  You can find more details at [Privacy] 

How long it takes to ship my order? How long it takes to arrive?

It takes 1-2 days to process and ship the order placed before 11am PT(2pm ET), orders placed after 11am PT may required 1 more day to process. Weekends and holidays are excluded from processing and shipping times.

For Regular Shipping, it takes 5-8 business days for carriers to deliver the order. For Expedited Shipping, it takes 2-3 days.

The estimate delivery date is 7-10 business days for Regular Shipping and 4-5 business days for Expedited Shipping. 

You will receive an email with tracking information when your order has been shipped.

How do you charge for regular shipping?

Regular Shipping is a flat rate of $5, and orders over $49 shipped within the Continental United States qualify for Free Regular Shipping.

Orders shipped via Regular Shipping are typically shipped within 2-3 business days and delivered in 7 to 10 business days. 

Do you offer expedited shipping?

Yes, we offer expedited shipping options. Expedited Shipping is only valid for orders shipped within the lower 48 states of the United States.


We offer 3 day shipping for a flat fee of $12. All 3 day shipping orders confirmed before 5pm PT (8pm ET) will be processed and shipped the same day.

Orders placed after 5pm PT (8pm ET) will be processed and shipped the following business day. 

Can I get same day delivery?

Sorry. we don’t offer same day or 2nd day delivery.

Do you offer intenrational shipping?

Sorry, we only ship to the address in the United States. 

Do you ship to P.O boxes, APO/FPO address or freight forward address?

Sorry, we don’t ship to these address for now. 

Do you ship to Alaska, Hawaii or Puerto Rico? What is the cost?

Orders are shipped to Alaska and Hawaii via the USPS will be charged an additional fee of $15. Orders shipped to Puerto Rico will be charged an additional fee of $25.

Delivery to Alaska, Hawaii and Puerto Rico generally takes 8-21 business days. 

Will I get charged for return shipping?

We don’t charge re-stocking or other fees for eligible items. Customer need to send the items to the location specified in the return notes.

You can find detailed return and refund policy at [Return and Refund]

What are your Customer Service operating hours?

Our customer service hours is 8am to 4pm pacific time, however, you can reach us 24/7 by texting “service” to 202.852.6818, you can also call 888.961.NEAT(6328) to leave a voice mail outside of office hours, our customer representative will contact you as soon as they get back to the office.

How to request an exchange if the size does not fit me?

You can start return and refund process for current order, then place a new order for larger size.

How do I locate my Online Credit?

Your store credit and coupons are all located under the “COUPON” page as show in the picture below.

Do you offer price match?

If you bought an item during past 10 days and find better price available online or in-store, we will provide store credit to match the lower price. The store credit will be emailed to you in a form of digital gift card.  To request price match, simply email us at service @

What is your return policy for discounted orders?

In the event that you place an order with coupons and you wish to return an item in the order, the coupons qualified for the revised order is subjected to change according to the conditions of the coupon.

For example, you order 2 item for $15 ($10 each and use “buy 2 get $5 dollar off” coupon). when you request refund for 1 item, we will issue $5 refund because the remaining order worth $10 and we received $15 payment. 

How do I create an account?

Before placing an order, you can click “LOGIN/REGISTER” at the top right corner as shown in the picture below. 

You can either register with your email address and password, or you can simply login with your Facebook/Google account. 

As shown in the picture below, when checking out and filling shipping information, you can also select “Create and account?” to create an account with us. 

Still have a question?

Please contact us for more information.

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