Frequently Asked Questions
Last updated: October 2026
Shopping
How do I place an order?
Browse our products, add your chosen items to your cart, and follow the checkout instructions to enter your shipping and payment details. Once your order is placed successfully, you will receive an Order Confirmation Email.
Can I modify or cancel my order?
Please contact us as soon as possible. Order changes and cancellations are accepted before 11:00 PM (PDT, GMT-7) on the same day your order is placed, provided the order has not entered processing or been shipped. Once processing begins or the order ships, it can no longer be modified or cancelled.
I didn't receive my confirmation email. What should I do?
Check your spam, junk, and promotions folders first. If you still cannot find it, contact Customer Support with the email address used at checkout and any available order details.
Payment
Which payment methods are available?
Available payment methods are displayed at checkout. Options may include major credit cards, PayPal, Apple Pay, Google Pay, Shop Pay, and other locally supported payment methods. Availability may vary depending on your location.
Can I use a promotional or discount code?
Yes. Enter your valid discount code at checkout before completing payment. The discount will be applied if the code meets the promotion requirements.
Shipping
When will my order arrive?
Orders are generally processed and shipped within 5 business days. Estimated delivery takes 10–20 business days after shipment. Processing time is separate from delivery time, and actual arrival dates may vary depending on your location, customs processing, and carrier operations.
How do I track my package?
Once your order ships, you will receive a Shipping Confirmation Email with your tracking number. You can use that number to check your shipment at www.17track.net.
What happens if my package is delayed?
Delays may occur due to severe weather, customs inspections, transportation issues, or high shipping volumes. If your package appears delayed or has not arrived within the estimated delivery time, please contact Customer Support with your order number so we can investigate.
Returns & Refunds
Can I return my order?
Yes. You may request a return within 14 days of receiving your order. Items must be unused, unworn, in their original condition and packaging, and accompanied by proof of purchase. Please contact Customer Support for authorization and return instructions before sending any item back.
What if I receive the wrong or damaged product?
If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery. Include your order number and clear photos of the item and packaging. We will review the details and help resolve the issue.
How long does the refund process take?
After we receive and inspect your return, we will notify you whether your refund is approved. Approved refunds are issued to your original payment method within 5–15 business days. Processing times may vary depending on your bank or payment provider.
Customer Support
How can I contact your support team?
You can contact Customer Support by email:
service@neatoriva.com
Service hours: PDT 9AM–6PM.
Contact information is also included in your Order Confirmation Email. For questions about an order, please include your order number.
Is my personal information protected?
We respect your privacy and take reasonable measures to protect your personal information. We use information to process orders, provide support, improve our services, and for other purposes described in our Privacy Policy. Please review that policy for details about data collection, use, sharing, and your privacy rights.