Ordering Policy

How to place an order with our store?

To place your order, kindly utilize our online platform. Please note that we do not accept orders via mail or purchase orders. We accept payments through Visa, MasterCard, American Express, Apple Pay, Google Play, and PayPal.

Product Availability Status Definitions

In Stock - This indicates that the item is currently in stock and available for purchase.

Sold Out - This status indicates that the item is currently unavailable as it is sold out.

Add to Wish List - This signifies that the item is presently unavailable. However, you have the option to add it to your wish list, which will be saved in your account for future reference.

Email Me When Available

We offer the option to send you an email notification once a product is back in stock. You can find an "Email me when available" link on the product page for any out-of-stock item. To ensure that you receive our future emails, please add "shop@neopets.com" to your address book.

Price Match Policy

Regrettably, we do not match competitor prices.

Sales and Customs Import Taxation

Sales taxes are determined in accordance with state, county, and local regulations corresponding to the provided zip code of the shipping address.

Furthermore, additional sales taxes may be levied in states where our operations are situated. These states impose sales tax based on the company's nexus selling the product. Sales tax may be applied throughout the entire state by state, county, and local municipalities.

Accepted Payment Methods

We accept Visa, MasterCard, American Express, Apple Pay, Google Play, and PayPal. To ensure a smooth order processing experience, we conduct fraud screening on all orders. Please verify that your billing address matches the information associated with your chosen payment method to prevent any delays.

Do discount codes stack?

When redeeming promotion, discount, or coupon codes during checkout, please be aware that only one promotion code can be applied per order. Additionally, these codes cannot be utilized for the purchase of gift certificates.

 

Request to Add Coupon Code After Order Placement

Unfortunately, we are unable to retroactively apply coupon codes to orders once they have been placed. We apologize for any inconvenience this may cause. We kindly ask that you remember to enter the coupon code during the checkout process in the future to avoid any disappointment.

Is it possible to utilize Apple/Google Pay while still receiving a discount?

Regrettably, at this time, it is not feasible to apply discount codes when using Apple/Google Pay as your payment method. We apologize for any inconvenience this may cause and assure you that we are actively seeking a resolution to this issue.

Should you wish to utilize a current coupon code, we recommend completing the entire checkout process to input your discount code and proceed with the purchase. Alternatively, other payment methods such as credit/debit card, PayPal, or Amazon Pay are available for your convenience.

 

Order Status Inquiry

New - This status indicates that your order has been successfully accepted and is scheduled for processing in the near future.

Processing - Your order has been forwarded to the packing/shipping department (or one of our distributors), where our team is currently gathering your items and preparing them for shipment.

Unfulfilled: This status indicates that your order has not been completed or the item is not yet available for shipping.

Partial: This status indicates that only part of the order has been fulfilled. 

Fulfilled: This status indicates that the order has been successfully completed and fulfilled.

Closed - This status signifies that your order has been refunded, with your credit card being fully reimbursed at this stage.

Canceled - Your order has been canceled, and your credit card has not been charged.

 

Modifications & Cancellations Inquiry

We may accommodate changes to your order if it remains in the "New" status. However, it is important to note that our order fulfillment and shipping systems are optimized for swift and efficient processing. Once an order has been forwarded to our warehouse for processing, neither you nor our customer service team can alter it. If the order status indicates anything other than "New," it is no longer amendable or cancellable. This includes alterations to the shipping address.

 

Privacy & Security

We prioritize the utmost importance of your privacy. Rest assured, we never rent or sell your information to any third parties. The information collected from you is solely utilized to communicate your order details or to fulfill your requests for catalogs and emails.