Shipping 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)

Shipping coverage: We ship to addresses within the United States only.
Shipping fees: Orders of $120 or more ship free. Orders under $120 have a flat shipping fee of $15.
Order cutoff time: Orders are processed based on a 5:00 pm (Central Standard Time, CST) cutoff.
Processing time: 1–3 business days before shipment.
Transit time after shipment: 3–5 business days (delivery time once the package has shipped).
Carriers: USPS, UPS, FedEx, and regional carriers may be used depending on destination and package requirements.

Tracking: If a carrier provides a tracking number, we share tracking details using the contact information provided at checkout (commonly via email). Tracking events are generated by the carrier and may take time to update after shipment.

Address accuracy: Please confirm your shipping address (including unit number, suite, and ZIP code) before submitting your order. If an address is incomplete or incorrect, delivery may be delayed or unsuccessful. If you notice an error right away, contact us as soon as possible.

Changes and cancellations:

  • Before shipment: You may request a cancellation. Approval is not guaranteed and depends on the order’s status at the time we receive your request.
  • After shipment: Orders cannot be canceled once shipped. If eligible, you may request a return under our Returns & Refund Policy.

Damaged, wrong, or missing items:

  • Arrival damage (DOA) / shipping damage claims: Report within 48 hours of delivery and include clear photos of the item, packaging, and shipping label. We review each claim based on the details provided.
  • Wrong item sent: Contact us promptly with your order number and photos (when applicable).
  • What we may do: Depending on the situation, we may provide instructions for return, replacement, or another resolution consistent with our policies.

Delivery delays: Delivery dates are estimates and can be affected by factors outside our control (carrier operations, weather, peak holiday volume, local disruptions, or address issues). When delays occur, we recommend monitoring tracking updates first. If tracking appears stalled or you need support, contact us.