FAQ's
What currency is the site?
We processes and charges orders in Canadian currency (CAD).
What is your return/exchange policy?
Due to the nature of capes being a hygiene product, all sales are final.
We will gladly accept any full-priced items for exchange or store credit within 7 days of receipt. We are currently unable to offer refunds for our products. Due to limited available quantities and order release schedule, we cannot offer refunds.
Products must be returned in unworn, unwashed and undamaged condition in the original packaging. Neutral Support will not accept any returned merchandise without prior written communication and a valid Return Authorisation. Please contact us via info@neutralsupport.co to initiate a return. Once your product return is received and inspected, we will notify you if your return is accepted or declined.
All sale items and discounted merchandise are final sale and cannot be returned or exchanged. Neutral Support does not assume any responsibility for lost or damaged returned goods while in transit from the customer.
In the event an order is returned back to the sender due to an incomplete, invalid address or refused upon delivery, the customer will be contacted immediately and a postage fee will be applied for the cost of re-shipping, no exceptions. If the customer cannot be contacted or chooses not to pay the required re-shipping postage, Neutral Support reserves the right to consider the order abandoned and a 25% restocking fee will be applied towards the store credit issued.
Order Cancellations & Modifications:
We cannot cancel or modify orders once they are placed and will only ship to the address provided at checkout. The shipping and billing address must match for security reasons. Delivery cannot be altered at any time.
We can only process orders as they are received. We cannot combine shipping on orders to the same address. All orders placed through the website are subject to availability and acceptance. In the event that the item you purchased is no longer available, we will notify you as soon as we can.
We reserve the right to change the products listed on the website without prior notice and/or may limit from time to time the quantity of products that may be ordered during a single buying session. We may also modify or discontinue any products on the website. If Neutral Support discontinues the item you have ordered, we will issue you a full refund for any product purchased but not yet shipped.
What are your shipping costs and delivery times?
Shipping costs are calculated based on the shipping location, shipping method and the value of your order. Note that transit times do not include order processing times or potential customs delays and that they may be subject to fluctuation throughout the year. Tracking details will be provided for your order to receive the most up-to-date shipment details.
Does NS ship internationally?
Yes.
What is the status of my order?
Once your order has been processed, you will receive an email receipt confirming your order. Following this, we will provide you with another shipping confirmation email (including tracking information) once the order is handed over to the carrier. From there you can track your order through the carriers website for the most up to date information.
Where is my order being shipped from?
Your order will be processed at our head office in Canada. Depending on the size of your order, it may be split between multiple packages.
Can I place an order online and do an in-store pickup?
Unfortunately we are not offering this service at this time.
What is the typical response time to a customer inquiry?
Every customer inquiry is important to us, and we strive to have your questions or concerns resolved as promptly as possible. Response time is usually within 48 hours.
Didn't find what you were looking for?
If you have unanswered questions, please email us at info@neutralsupport.co, or send us a message on Instagram.
