FAQ
Last updated: January 30, 2026
Store Information
Store name: Neatlodge
Business address: 4109 Vine St, Capitol Heights, Maryland 20743, United States
Customer service phone: +1 301-404-1895
Customer service email: info@neatlodge.com
Service hours: Monday to Friday, 9:00 AM to 6:00 PM (Central Standard Time, CST)
Where do you ship?
We ship within the United States only.
How much is shipping?
Orders of $120 or more ship free. Orders under $120 have a flat $15 shipping fee.
How fast do you process orders?
Processing time is 1–3 business days. Our order cutoff time is 5:00 pm (Central Standard Time, CST).
How long does delivery take after shipment?
Transit time after shipment is typically 3–5 business days.
Which carriers do you use?
USPS, UPS, FedEx, and regional carriers may be used.
Do you provide tracking?
If the carrier provides a tracking number, we share it using the contact information provided at checkout.
What if my order arrives damaged or I receive the wrong item?
Report arrival damage within 48 hours of delivery and include photos (item, packaging, and shipping label). For wrong items, contact us with your order number and any helpful photos. We will review and provide next steps.
What is your return window?
Return requests must be made within 30 days after delivery.
Who pays for return shipping?
For non-quality returns, the buyer pays return shipping. For quality issues, wrong items, or damage, the seller is responsible or handled based on the situation after review.
How long do refunds take?
Refunds are processed within 10 business days after approval and issued to the original payment method.
Do you charge a restocking fee?
No. We do not charge a restocking fee.
Are there items that can’t be returned?
Yes. Final Sale items and customized/personalized items are not returnable.
Can I cancel my order?
Before shipment, you may request cancellation (not guaranteed; depends on order status). After shipment, orders cannot be canceled and must follow the return process if eligible.
Do your prices include tax?
Yes. Product prices include tax; checkout does not add additional tax.
What payment methods do you accept?
Visa and Mastercard.