Shipping policy

(Last revised on 1st August, 2025)

SHIPPING INFORMATION

Each product page within our store provides an estimated shipping timeframe for the respective product. For the most up-to-date information, kindly refer to the "Ordering Information" section situated beneath the product details.

Please be advised that our products are frequently dispatched from various fulfillment centers.


SHIPPING TIME FRAME

When can I expect my order to arrive?

The delivery timeframe is dependent on the shipping partner selected by the customer, whether it is UPS, USPS, or DHL. While we make every effort to ensure timely delivery, please be advised that delivery dates are not guaranteed and are beyond our control. Various unforeseen factors may contribute to delays in the arrival of your items beyond the estimated delivery date.


SHIPPING WITHIN THE US

We offer shipping services throughout the entirety of the United States.

Orders are processed and shipped from Monday to Friday.

It is possible that certain items from your order may be shipped separately. Rest assured, you will only be charged the amount for shipping and handling as indicated at the checkout.

We provide estimated shipping timeframes for all our products. While we strive to expedite the delivery process, please bear in mind that our shipping lead times are estimations and we cannot guarantee precise arrival times. To ensure successful delivery, we recommend shipping all items to a permanent address.


INTERNATIONAL SHIPPING

We ship to the following countries:

Argentina, Australia, Austria, Belgium, Canada, China, Colombia, Czechia, Denmark, Finland, France, Germany, Greece, Hong Kong SAR, Iceland, Indonesia, Ireland, Italy, Japan, Macao SAR, Malaysia, Mexico, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, United Arab Emirates, United Kingdom, United States of America, and Türkiye 

Kindly note that any import fees, taxes, or duties incurred at the destination country are the responsibility of the recipient upon delivery.


SHIPPING MULTIPLE ORDERS

Multiple orders placed on the same day cannot be combined and will be shipped separately.


SHIPPING TO MULTIPLE LOCATIONS

Regrettably, we are unable to split up an order and ship to multiple locations. If you desire to send items to different addresses, please create a separate order for each shipping address.


ADDRESS CHANGES

We acknowledge that there are instances where you may require adjustments to your shipping address subsequent to placing an order. Here is our protocol for addressing such circumstances:

Pre-Shipment Adjustments:

Should you identify the necessity to amend your address prior to the creation of a shipping label or the dispatch of your order, we urge you to promptly reach out to us. Although we cannot assure alterations, we are committed to making every effort to accommodate your request to update the shipping address at no extra cost.

After Shipment:

If a shipping label has already been created or your order has shipped, you will need to contact the logistics company (e.g., UPS, FedEx, DHL) directly to request any address changes.

Please note that any additional costs incurred due to address changes requested after shipment, such as rerouting fees or re-delivery charges, will not be borne by Neopets and will be the sole responsibility of the customer.

Generally, once an order is placed, our system processes it quickly, and we're unable to change or update the shipping address directly from our end. We kindly ask that you carefully review your shipping details before submitting your order.

 

POST-DELIVERY THEFT AND MISSING PACKAGES POLICY

We value your trust in shopping with us and take great care to ensure your orders are shipped securely. However, please be advised that our responsibility for your package ends once the shipping carrier confirms delivery to the address provided.

Liability
Once a package is marked as delivered by the carrier, the liability for the package transfers to the customer. We are not responsible for packages that are lost or stolen after delivery confirmation.

Customer Responsibilities

  • Please monitor your deliveries closely and ensure that your shipping address is secure and can safely receive packages.
  • In the event your package is missing or believed to be stolen after delivery, we encourage you to first check with household members, building management, or your local post office or carrier facility.
  • For added protection, consider selecting “signature required” or insured shipping options at checkout for valuable items, where available.

What We Can Do

  • If you believe your package was lost or stolen after delivery, please contact our Customer Service team promptly to report the issue.
  • While we cannot be held responsible for packages after delivery confirmation, we will review such cases on an individual basis and may offer goodwill assistance at our discretion, particularly for first-time incidents or high-value orders.
  • We recommend filing a police report, which may help you with insurance claims through the carrier. Our team can provide guidance on this process if needed.

Preventive Measures

  • To help mitigate risk, we suggest using secure delivery options such as alternative addresses, delivery lockers, or monitored locations when possible.
  • Installing security cameras or delivery alerts can also reduce the likelihood of package theft.

We appreciate your understanding that after delivery, the safety and security of your package is beyond our control. We remain committed to providing the best service possible within these limits.


SHIPPING ADDRESS REQUIREMENTS

To help ensure smooth and successful delivery of your orders, we strongly encourage customers to provide a valid home or building shipping address rather than a PO Box address.

Some of our products may exceed the parcel size limits accepted by carriers for delivery to PO Boxes. As a result, packages shipped to PO Box addresses may not be deliverable and could be returned to us by the carrier.

If a package is returned due to an unsuitable shipping address, customers may be liable for any additional shipping or return fees incurred to resend the order to an alternate address.

To avoid delivery delays or extra charges, please provide a physical street address where packages can be securely received, such as a home, office, or building address with a reception or concierge service.

If you are uncertain whether your shipping address qualifies, please contact our Customer Service team prior to placing your order for assistance via our Support Center.

 

FRAUD AND SYSTEM EXPLOITATION POLICY

We take the security and integrity of our systems seriously to ensure a fair and safe shopping environment for all customers.

In cases where we suspect fraud, abuse, or exploitation of our systems—including but not limited to fraudulent transactions, misuse of promotional offers, unauthorized account activity, or attempted manipulation of our platform—we reserve the right to take appropriate action.

Such actions may include, but are not limited to:

  • Suspending or permanently banning the customer’s account(s).
  • Invalidating or cancelling any current or future orders placed by the customer.
  • Refusing service and blocking the customer from making future purchases.

We reserve the right to exercise these measures at our sole discretion and without prior notice where necessary to protect our business, customers, and partners.

If you believe your account has been mistakenly flagged or you have any questions, please contact our Customer Service team promptly via our Support Center.

 

APO/FPO SHIPPING

Most of our products can be shipped to U.S. Military APO/FPO addresses. When providing your Shipping Address during checkout, please adhere to the following guidelines:

  • Enter "APO" or "FPO" as the City.
  • Select "AA," "AE," or "AP" as the State.
  • Specify the United States as the country.
  • Enter your Zip code.
  • Always include your full name, grade, and PSC or unit number.

Please be advised: deliveries to APO/FPO addresses may require additional time. Kindly allow 2-4 weeks for your package to be delivered.


CUSTOMER SERVICE HOURS

Our customer service team is available from Monday to Friday, 9:00 AM to 5:00 PM PST. If you submit a contact form over the weekend, our customer service team will respond to you on the following week. Please note that our customer service is closed on public holidays.