Frequently Asked Questions

After checkout, NEEIM sends an order confirmation to the email address provided. It contains the order number and purchase details. Check spam or promotions folders if it does not appear. When contacting Customer Care, include the checkout email address so the order can be located.

The payment methods available for your order are displayed during checkout. Availability can vary by market, device, order, or payment provider. NEEIM will not ask you to send a complete card number, card-security code, account password, banking password, or one-time security code by ordinary email, text, or social media.

You may submit a cancellation request within 15 minutes after placing the order. A request does not automatically cancel the order and can be approved only when processing, fulfillment, or shipment has not begun. Use the cancellation option on the order-status page when available, or email support@neeim.com immediately with your order number and Cancellation Request in the subject line. Once shipped, an order cannot be cancelled.

Changes cannot be guaranteed after an order is submitted. Contact support@neeim.com immediately after identifying an error. When a change is no longer possible, cancellation may still be considered if the request is made within the permitted period and processing has not begun. A package generally cannot be redirected after carrier acceptance unless the carrier independently offers that service.

An order may require review for payment authorization, address accuracy, inventory, fraud prevention, legal restrictions, or operational feasibility. NEEIM may contact you for reasonable verification. If NEEIM cancels a paid order, the applicable amount is returned to the original payment method; the financial institution may need additional time to post the credit.

Orders generally require 2–5 business days for processing before dispatch. Standard carrier transit within the United States is generally 3–7 business days after dispatch, for an ordinary combined estimate of 5–12 business days from purchase. International estimates appear at checkout. Delivery estimates are not guaranteed arrival dates.

Review the complete Shipping and Delivery guide.

NEEIM ships to eligible addresses in the United States, Canada, and supported international destinations. Availability depends on the product, fulfillment location, destination, postal code, carrier service, and applicable restrictions. Checkout provides the final confirmation that a delivery method is available for the selected products and address.

Available shipping charges and applicable taxes are displayed before payment is submitted. International orders can be subject to customs duties, import taxes, value-added tax, brokerage charges, or other destination-country fees. Unless checkout expressly states that those charges are included, they are the customer’s responsibility.

When tracking becomes available, it is sent to the email address supplied at checkout. Tracking can require up to 24 hours after carrier acceptance to display movement. Review every shipping-confirmation email because separate packages can have different tracking numbers.

Products in one order can be stored or fulfilled at different approved locations. They may arrive in separate packages, with different carriers, tracking numbers, dispatch dates, and delivery estimates. Receiving one package does not necessarily mean another item is missing.

First review the carrier page, delivery photograph or note, all entrances and secure delivery areas, household members, building staff, and authorized recipients. Allow until the end of the delivery day because some scans can appear before final placement. If the package remains missing, contact NEEIM Customer Care with the order number, tracking number, delivery address, and a clear description of the issue.

Eligible return requests must be submitted within 30 days after confirmed delivery. The product, its condition, the timing of the request, and the exclusions in the Return and Refund Policy determine eligibility.

Email support@neeim.com with the order number, product, and reason for the request. Wait for authorization, the correct return address, and product-specific instructions. Do not send an item to the address printed on its original package or shipping label unless NEEIM specifically authorizes that destination.

See the step-by-step Returns and Exchanges guide.

An eligible ordinary return must generally be unworn, unused, unwashed, unaltered, free from fragrance, cosmetics, stains, marks, hair, or customer-caused damage, and returned with original tags, packaging, accessories, included components, and valid order information. Full exclusions and inspection standards appear in the Return and Refund Policy.

The customer generally pays return shipping for preference, fit, size, color, or change-of-mind returns. NEEIM handles reasonable return-shipping costs when a product is verified as damaged, defective, incorrect, incomplete, or materially different from the confirmed order. NEEIM does not charge a separate restocking fee for a compliant approved return.

Ordinary returns generally exclude Final Sale products; personalized, customized, or made-to-order products; gift cards; opened, tested, or used cosmetics, beauty, personal-care, hygiene-sensitive, or intimate products; products showing wear or customer-caused damage; products missing required tags or packaging; and products outside the approved period. A damaged, defective, incorrect, incomplete, or materially misrepresented product may still qualify for a remedy.

NEEIM does not currently process direct exchanges. Request a return for the eligible original product and place a new order for the preferred product, size, color, or style. Availability cannot be reserved while a return is in transit.

After an authorized return is received, inspected, and approved, NEEIM initiates the refund to the original payment method within 10 business days. Banks and payment providers may require additional posting time. Contact Customer Care if more than 15 business days have passed since NEEIM confirmed approval.

Contact Customer Care as soon as reasonably possible. Include the order number, customer name, a clear description, photographs of the product and packaging, and a photograph of the shipping label when relevant. Keep the product and all packaging until the review is complete. Do not discard the item unless disposal is reasonably necessary for health or safety.

Use the measurements, fit notes, material information, and intended silhouette on the product page rather than relying only on a familiar letter size. Compare the listed garment measurements with a similar item that fits well and consider the amount of layering or ease you prefer. For guidance, send Customer Care the product link, size under consideration, and relevant measurements.

The product page is the primary source for product-specific information available before purchase. Packaging or instructions supplied with the product should also be reviewed after delivery. When a detail is missing or unclear, contact Customer Care with the exact product name or page address and the information that needs confirmation.

Photography, lighting, screen calibration, display settings, production tolerances, measuring methods, natural materials, embroidery, and handmade finishing can create normal variation. A normal difference is not necessarily a defect. Contact Customer Care before purchase when a specific shade, placement, measurement, or construction detail is essential.

No. Product availability can change, and placing an item in the shopping bag does not reserve inventory. Availability is not guaranteed until the order is accepted and the product is allocated for fulfillment.

No. NEEIM is the customer-facing retailer for purchases made through neeim.com. Depending on the product and inventory location, an approved brand, manufacturer, distributor, supplier, warehouse, or fulfillment provider may supply, store, prepare, package, or dispatch the order. NEEIM remains the point of contact for ordinary order support.

Review the product page before purchase and the current label, packaging, ingredient list, directions, and warnings before use. Formulas and packaging can change. When website information and the product label differ, pause use and contact Customer Care or the manufacturer identified on the product for clarification.

Opened, tested, or used cosmetics, beauty, personal-care, and hygiene-sensitive products are generally not eligible for an ordinary return. A product that arrived damaged, defective, incorrect, incomplete, or materially misrepresented may still qualify for review. Contact Customer Care before sending any beauty product back.

Product information is provided for shopping and general use guidance, not medical diagnosis or treatment. Review the complete ingredient list and warnings, follow patch-testing directions where provided, and consult an appropriate qualified professional before use when you have an allergy, sensitivity, pregnancy-related concern, medical condition, or uncertainty about suitability. Individual experiences and results can vary.

Do not use a product when its condition raises a safety concern. Keep the product, container, packaging, and shipping materials. Contact Customer Care promptly with the order number, a description, and clear photographs of the product, seal, packaging, and shipping label where relevant.

Use the NEEIM contact form or email support@neeim.com. Customer Care hours are Monday through Friday, 9:00 a.m. to 6:00 p.m. Mountain Time, excluding recognized public holidays. NEEIM aims to provide an initial response to ordinary inquiries within one to two business days; matters involving a carrier, supplier, warehouse, payment provider, inspection, fraud review, legal request, or technical investigation may require more time.

NEEIM currently provides customer service through email and the online contact form and does not presently offer telephone support. NEEIM does not currently accept in-person returns. Authorized returns are handled by mail using the instructions and destination supplied by Customer Care.

Email support@neeim.com with the subject Accessibility Request, or use the contact form. Include the affected page address, the task you were trying to complete, the browser and device, the assistive technology when relevant, and the format or assistance that would work. Review the Accessibility Statement.

Email support@neeim.com with the subject Privacy Request, or use the contact form. Describe the request and provide enough information to identify the relevant account, order, or interaction. NEEIM may request reasonable verification to protect personal information from unauthorized access, alteration, or deletion. Review the Privacy Policy.

Official customer-care communications are sent from an authorized @neeim.com address or through Shopify-supported order communications. Do not provide passwords, full payment-card details, banking credentials, or one-time security codes. Forward a suspicious message to support@neeim.com without responding to the sender.