Refund policy
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)
Return window: Return requests must be made within 30 days after delivery (based on carrier delivery confirmation).
Return eligibility (general conditions): Returned items should be in the same condition as received, with original components and packaging where practical. If items are returned with missing parts, excessive wear, or damage not related to shipping, the return may be denied or handled case-by-case.
Non-returnable items: Final Sale items and customized/personalized items are not returnable.
How to request a return: Email us at info@neatlodge.com with your order number, the item(s) you want to return, and the reason for the return. If the request involves damage, incorrect items, or shipping issues, include photos and follow the 48-hour reporting requirement for arrival damage.
Return shipping responsibility:
- Non-quality returns (changed mind, no longer needed, ordered by mistake, etc.): Buyer is responsible for return shipping costs.
- Quality issue / wrong item / damaged in transit: Seller is responsible or handled based on the specific situation after review.
Original shipping fees: Shipping fees paid on orders under $120 (flat $15) are generally not refunded. If the return is due to a verified quality issue, wrong shipment, or shipping damage, shipping charges may be addressed based on the circumstances.
Refund timing: Once a return is approved, refunds are processed within 10 business days after approval. Refunds are issued to the original payment method. Processing time can vary by payment provider.
No restocking fee: We do not charge a restocking fee.
Damage / wrong item handling: For arrival damage, you must contact us within 48 hours of delivery with photos. For wrong-item situations, contact us with order details and any relevant photos. We will review and provide next steps consistent with this policy.