FAQ
Find answers to common questions about NeatMellow orders, shipping, tracking and returns.
What is NeatMellow?
NeatMellow is a home fragrance and lifestyle brand focused on objects shaped by scent, soft illumination and considered form.
Where do you ship?
Our primary shipping destination is the United States. International shipping availability is shown at checkout and may vary by destination.
How much is shipping within the United States?
Standard shipping is $5.99 for U.S. orders under $75. Orders of $75 or more qualify for free standard shipping.
How long will my order take to arrive?
Orders are typically processed within 1–3 business days. After your order has shipped, estimated U.S. delivery is 5–10 business days.
Delivery estimates are not guaranteed and may be affected by carrier delays, holidays, severe weather or other circumstances outside our reasonable control.
How can I track my order?
Once your order has shipped, tracking information will be sent to the email address provided with your order. Please allow some time for tracking information to update after receiving your shipping confirmation.
Can I change or cancel my order?
If you need to request an address change or cancellation, please contact us as soon as possible at service@neatmellow.com.
We will do our best to assist, but we cannot guarantee changes or cancellations once an order has entered processing or has shipped.
What is your return policy?
You may request a return within 30 days of delivery. Eligible items must be unused, in their original condition, and returned with their original packaging and included accessories.
Please contact service@neatmellow.com before returning an item so we can review your request and provide return instructions.
For returns that are not related to a defective, damaged or incorrect item, the customer is responsible for return shipping costs. Original paid shipping charges are non-refundable.
If your original order qualified for free standard shipping, we will not deduct the original standard shipping cost from your refund solely because the order is being returned.
What if my item arrives damaged, defective or incorrect?
Please contact us within 48 hours of delivery at service@neatmellow.com and include your order information and clear photos showing the issue.
We will review the situation and assist with an appropriate resolution.
How will I receive my refund?
Once an eligible return has been received and inspected, approved refunds are issued to the original payment method. Your bank, credit card company or payment provider may require additional time to post the refund to your account.
How can I contact NeatMellow?
For questions about your order, our products, shipping or returns, please email us at service@neatmellow.com.
We aim to respond to customer enquiries within 2 business days.