These are the questions we are asked most often. Every answer here is short and links to the page that holds the full rule, and if this page ever reads differently from that page, the full page is the one that applies. If your question is not below, write to contact@neyvella.com or call +1 307-357-9680. Support answers 24\/7.<\/p>\n\n
Choose the product, pick the size and color, add it to your cart, then open the cart and go to checkout<\/a>. Enter your shipping address, choose a payment method and place the order. The full total, with shipping and sales tax on separate lines, is on screen before you confirm, and the moment the contract is formed is explained in Terms of Sale<\/a>.<\/p>\n\n No. The email that arrives right after you order confirms that we received it and lists what you ordered and what it costs. We accept your order when we send the shipping confirmation, separately for each package, which is why an item that turns out to be unavailable can still be refunded rather than shipped. Terms of Sale<\/a> sets this out in full.<\/p>\n\n Yes. You can check out as a guest with your name, shipping address, phone number and email address. Without an account you will not see your order history later and you will type your address again next time, and what we do with those details either way is in the Privacy Policy<\/a>.<\/p>\n\n Write to contact@neyvella.com with your order number as soon as you can, and while the package is still with us we can change a size, correct the address or cancel the order outright. Once it is with the carrier we cannot pull it back, and the route left to you is a return. The return rules are in Returns and Refunds<\/a>.<\/p>\n\n An order confirmation with the order number, a shipping confirmation with the tracking number, and the carrier’s delivery confirmation. We keep all three and send them again on request, which matters if you ever need to show your bank what you bought and when it arrived. What each document contains is described in Prices and Payment<\/a>.<\/p>\n\n Yes. Write to contact@neyvella.com and we will place the order together with you, at the same price, with the same discounts and on the same shipping and return terms as on the site. Our Accessibility Statement<\/a> names the barriers we already know about and the deadlines we answer in.<\/p>\n\n No. Prices are in US dollars and do not include sales tax. The tax is calculated at checkout from your shipping address and shown on its own line before you pay, and which states it applies in, plus why clothing and footwear are treated differently in some of them, is in Prices and Payment<\/a>.<\/p>\n\n No. We charge no surcharge, convenience fee, processing fee, handling fee or order fee, whichever payment method you use. The only lines that can be added to the product price are shipping and sales tax, both listed separately before you confirm, as described in Prices and Payment<\/a>.<\/p>\n\n It is a price at which we actually offered the product, in the ordinary course of business, in the recent past. It is not a list price invented to make the discount look bigger, and if we cannot show that we offered the product at that price, we do not print it. The commitment is written into Terms of Sale<\/a>.<\/p>\n\n The methods that are live appear at checkout, in the payment step, and you pick one there before you confirm. We show a payment mark only for a method we actually accept, so what you see at checkout is the whole list. Each method, and when payment is taken, is described in Prices and Payment<\/a>.<\/p>\n\n We do not store, process or receive your full card number, expiration date or security code. You enter those directly with our payment provider, which is validated under PCI DSS, and we never ask for card details by email or over the phone, so treat any message that does as an attempt at fraud. How card data is handled, and how fraud screening works, is in Prices and Payment<\/a>.<\/p>\n\n No. Neyvella does not sell subscriptions or auto renewing products, so nothing you buy here bills you a second time. Terms of Sale<\/a> states this as a term of the contract, not as a description of the current catalog.<\/p>\n\n Write to contact@neyvella.com or call +1 307-357-9680 before you open a dispute with your bank, because most of these are a statement descriptor that did not look familiar and we can identify the order the same day. Talking to us first is an invitation, not a condition, and it takes nothing away from your right to dispute the charge with the bank that issued your card. Both routes, with the deadlines your bank works to, are in Prices and Payment<\/a>.<\/p>\n\n Yes, to more than a hundred countries. Delivery usually takes 7 to 14 business days, depending on the destination and on customs. Import duties and taxes are charged by your own country and are paid by whoever receives the parcel; we cannot calculate them in advance and we do not collect them. We cannot ship to Cuba, Iran, North Korea, Syria, Russia or Belarus. The details are on the Shipping and Delivery<\/a> page.<\/p>\n\n Two periods add up: processing takes 1 to 2 business days for orders placed by 2:00 PM ET, and transit takes 3 to 5 business days after the package leaves us. We do not ship on Saturdays, Sundays or federal holidays, so an order placed late on Friday starts processing on the next business day. Both periods are set out in Shipping and Delivery<\/a>.<\/p>\n\n Shipping costs 5.99, and it is free above 75, counted on the value of the products in your cart after discounts and before sales tax and shipping. The exact amount appears in your cart and again at checkout, before you confirm. Addresses in Alaska, Hawaii and the territories are priced in the cart, and the rules are in Shipping and Delivery<\/a>.<\/p>\n\n Yes. When your order ships we email you the tracking number and the address where you can follow it, and the number also appears in your account<\/a> next to the order. US carriers deliver most parcels without a signature and the proof of delivery is usually the photograph the driver takes, so if the tracking says delivered and the package is not there, follow the steps in Shipping and Delivery<\/a>.<\/p>\n\n We write to you before the announced ship date passes, with a new date or with the fact that we cannot set one, and you can cancel for a full refund at no cost to you. If we cannot meet a new date you accepted, we write again, and your silence at that point does not count as agreement. The whole procedure, with the refund deadlines that go with it, is in Shipping and Delivery<\/a>.<\/p>\n\n Neyvella offers a 30 day return window. This is our store policy, not a federal legal right: no federal law gives you a right to change your mind about an online purchase, so what you get is what we write down. The conditions, and the state a product has to come back in, are in Returns and Refunds<\/a>.<\/p>\n\n Broadly, items that come back used, washed or without their tags, and products made or personalized to your order. This is our own list, not a set of legal exceptions, which is why it is short and written out in one place. You see the same conditions again at checkout, before you pay, and the full list is in Returns and Refunds<\/a>.<\/p>\n\n On a return you choose to make, you pay the return shipping and the cost depends on the carrier you use, and we deduct no restocking fee from a consumer refund. If the product arrived damaged or defective, or is not what you ordered, we pay the return shipping. Who carries the risk if the return parcel is lost on the way back is explained in Returns and Refunds<\/a>.<\/p>\n\n We start the refund once the product is back with us and checked, and your bank then posts it on its own schedule, which we do not control and never promise as a date. Orders cancelled because we could not ship on time follow a different and shorter deadline. Both deadlines are written out, in days, in Returns and Refunds<\/a>.<\/p>\n\n If the return brings the order below the free shipping threshold, the shipping cost becomes due and we deduct it from your refund. The threshold is counted exactly as it was at checkout: product value after discounts, before sales tax and shipping. We refund the sales tax in full together with the product, and the calculation is shown in Returns and Refunds<\/a>.<\/p>\n\n Yes, as a return plus a new order. You order the size you want, which reserves it from stock, and you send back the one you have, so you are not waiting for one package to travel back before the other leaves. If the size you want is out of stock we refund the return and you can order again when it returns, and the steps are in Returns and Refunds<\/a>.<\/p>\n\n Photograph the box and the product as they arrived, before you unpack further, and send the photos to contact@neyvella.com with your order number. We replace the item or refund you, whichever you prefer, and we pay the return shipping; any claim against the carrier stays between us and the carrier. The reporting window and the exact steps are in Returns and Refunds<\/a>.<\/p>\n\n Neyvella gives a 24 month limited warranty, offered voluntarily, because no federal or state law requires a written warranty of any particular length. It is added to the implied warranties your state law gives you and does not replace them. The full text is on the Neyvella Limited Warranty<\/a> page, and we send a paper copy free on request.<\/p>\n\n Normal wear, fading, fabric stretching, sole wear, zippers broken through use and damage caused by washing against the care label. Those are limits on our own warranty, not limits on the rights your state law gives you. The complete list, and what we do when a claim is accepted, is on the Neyvella Limited Warranty<\/a> page.<\/p>\n\n No. Registration is optional and not registering costs you nothing. How to open a claim, what to send us and who pays the shipping in each direction is on the Neyvella Limited Warranty<\/a> page.<\/p>\n\n No. We can refuse cover only when an outside part, accessory or repair actually caused the defect, and showing that connection is our job, not yours. The same page explains what happens with a manufacturer’s own warranty where one exists: see the Neyvella Limited Warranty<\/a>.<\/p>\n\n It shows your order history, the status of each delivery, your return requests and the addresses that shorten the next checkout. You can also keep the products you like in your wishlist<\/a> instead of searching for them again. What we store, and for how long, is in the Privacy Policy<\/a>.<\/p>\n\n On the sign in page<\/a> use “Lost your password”, enter your email address and we send you a reset link. The link stops working after a short time, so use it as soon as it arrives. If it does not arrive at all, check your spam folder first and then write to contact@neyvella.com.<\/p>\n\n Send a message to contact@neyvella.com from the address the account uses, and we delete the account and the data attached to it. Sales records and tax documents stay in our archive, because federal tax rules oblige us to keep them, and a few other narrow exceptions apply. The exceptions, the retention periods and the rights you have depending on the state you live in are in the Privacy Policy<\/a>.<\/p>\n\n No. We do not sell or share personal information, we run no advertising pixels and no analytics, and the site sets only strictly necessary cookies. If that ever changes, we update the policy and put the opt out mechanism on the site before the first tool goes live, which is a commitment written into the Privacy Policy<\/a> and the Cookie Policy<\/a>.<\/p>\n\n No. We collect your phone number so the carrier can reach you about the delivery, and we send no commercial text messages. Your choices about email, and how to unsubscribe, are in the Privacy Policy<\/a>.<\/p>\n\n Yes, if you state at checkout that you are buying for resale or for your business, using the separate declaration provided there. Typing a company name in the billing fields does not by itself put you in that category, because the difference is legal, not cosmetic. The terms that then apply to your order, including a different warranty regime, are in the final section of Terms of Sale<\/a>.<\/p>\n\n Not automatically, because exemption does not follow from being a company or from holding an EIN. We remove sales tax only after we receive and validate an exemption certificate that is valid for the state we are shipping to, sent before you place the order. Which certificates we accept and what each must contain is in Prices and Payment<\/a>.<\/p>\n\n An order placed without a validated certificate is taxed, and we can refund that tax afterwards only as far as the destination state allows, which in several states is not at all. Send the certificate first, for every state you ship to, and send a new one when it expires. The procedure is in Prices and Payment<\/a>.<\/p>\n\n Business returns run on their own track: a return number issued in advance, a shorter window, unopened products in their original packaging, return shipping at your cost and a restocking fee. Products already resold or put to use in your business cannot come back. The section for business customers is in Returns and Refunds<\/a>.<\/p>\n\n These pages carry the rules in full. Where this page and one of them differ, the page below is the one that applies:<\/p>\nIs the first email I get a confirmation that you accepted my order?<\/h3>\n
Can I order without an account?<\/h3>\n
Can I change or cancel an order after I place it?<\/h3>\n
What documents do I get with my order?<\/h3>\n
Parts of the site do not work with my screen reader. Can I still order?<\/h3>\n
Prices and Sales Tax<\/h2>\n\n
Do the prices on the site include sales tax?<\/h3>\n
Do you add any other fees?<\/h3>\n
What is the crossed out price next to a sale price?<\/h3>\n
Payment<\/h2>\n\n
What payment methods can I use?<\/h3>\n
Who handles my card details?<\/h3>\n
Will anything charge me again automatically?<\/h3>\n
There is a charge on my statement I do not recognize.<\/h3>\n
Shipping and Delivery<\/h2>\n\n
Do you ship outside the United States?<\/h3>\n
How long does delivery take?<\/h3>\n
What does shipping cost?<\/h3>\n
Can I track my package?<\/h3>\n
What happens if you cannot ship on time?<\/h3>\n
Returns and Refunds<\/h2>\n\n
How long do I have to return something?<\/h3>\n
What cannot be returned?<\/h3>\n
Who pays for return shipping?<\/h3>\n
When do I get my money back?<\/h3>\n
I am returning part of an order that shipped free.<\/h3>\n
Can I exchange an item for another size?<\/h3>\n
The package arrived damaged, or I received the wrong item.<\/h3>\n
Warranty<\/h2>\n\n
What warranty do the products carry?<\/h3>\n
What is not covered?<\/h3>\n
Do I have to register the product to keep the warranty?<\/h3>\n
Does a repair by someone else void the warranty?<\/h3>\n
Your Account and Your Privacy<\/h2>\n\n
What is the account for?<\/h3>\n
I forgot my password.<\/h3>\n
How do I delete my account?<\/h3>\n
Do you sell my personal information?<\/h3>\n
Will you text me?<\/h3>\n
Business Customers<\/h2>\n\n
I am buying for my business. Is anything different?<\/h3>\n
Can my company buy without sales tax?<\/h3>\n
I ordered before sending the certificate. Can I get the tax back?<\/h3>\n
Can my business return an order?<\/h3>\n
Still Cannot Find It<\/h2>\n