Orders & Payments
How can I contact NEIWAI regarding orders, products, & other business questions?
Feel free to send us a message at email@example.com if there’s anything on your mind you can’t find the answers on our website!
When will I receive my order?
Domestic: Once your order leaves our warehouse, you can expect to receive it within 3-5 business days (depending on your location of residence).
International: Tricky question! It really depends on your chosen shipping method. Please allow up to 5 weeks for international shipping to Canada, Europe, Australia, and Asia due to ongoing COVID-19 restrictions*, customs declaration, and other factors.
*Due to low staff and transportation difficulties surrounding COVID-19, shipping carriers worldwide are experiencing delays. Thank you for your patience!
How can I check the status of my order?
For registered users: You can find your tracking information by logging into “My Account.” You will be able to enter your order number and see your order details, including tracking information. For guest orders: After you placed your order we sent you a confirmation email/text message with your purchase (depending on which of the two you chose to give us during checkout). If you didn’t hear from us or can’t find the email, please contact us at firstname.lastname@example.org.
Which payment methods do you accept?
We currently accept VISA, MasterCard, American Express, PayPal, and AliPay. We do not accept personal checks, cash, or money orders in our online marketplace.
Do you offer price adjustments?
We offer a price adjustment if any of our products is marked down within 7 days following your order date. We'll refund the difference, including applicable sales tax, to your original form of payment. Each order is eligible for price adjustment only once.
Can I cancel or modify (all or part of) my order after it is placed?
Much of our fulfillment system is automated, so once an order has been placed, you have one hour window to contact us at email@example.com during operating hours (8am-5pm PST, Monday to Friday) to modify or cancel the order.
*Since we start to process your order shortly after it is placed, in many cases it is not possible to change or modify. But we will do our best to accommodate any changes within this one-hour window. Please understand however that this is not always ‘possible’.
If you are unable to cancel within that time frame, you may return or exchange your order after you receive it.
Didn’t receive an order confirmation or shipping notification?
As long as you entered your correct email or cell phone number, you should have received an order confirmation from us when you completed your order. If you placed your order using your email address, make sure you check your junk/spam folder too!
If you did not receive an order confirmation, please reach out to us at firstname.lastname@example.org.
Please note: some email servers (163/126/QQ) are known to have issues with receiving emails from us. Please reach out to us and provide another email address to ensure future communication.
What size am I?
Fit and sizing can be tricky when shopping online. We totally feel you! We’ve tried our best to create a helpful size chart, which you can find on each product page.
What if the size I order doesn’t fit me?
We’ll take care of it, of course! Your satisfaction is our priority. You can initiate an exchange at: https://neiwai.happyreturns.com (You’ll just need your zip code and 5 digit order number, which you can find in your confirmation email).
Why is my order shipping in multiple packages?/I only received my partial order, where are my other purchased items?
Occasionally, some items are so popular that we have trouble keeping them in stock they get backordered. Rest assured, you’ll have everything soon; but in some cases, to make sure you get your order ASAP we ship items separately upon availability. We apologize sincerely for any delays!
Do you ship internationally?
Yes - and we even offer free shipping for all orders of $300+ that are shipping outside the U.S. For international orders under $300, we offer a discounted flat rate of $25 for Canada orders and a flat rate of $40 for all other countries.
*Once orders arrive in their destination country, they may be subject to customs clearance procedures which may cause delays beyond original delivery estimates. Duties and taxes are assessed by customs and are the responsibility of the customer.
Can I ship to multiple addresses?
Unfortunately, we are unable to ship items on a single order to multiple addresses at this time. We recommend placing separate orders for each address.
Can I change my shipping address?
Say you’ve moved and forgot to update your new address in autofill, misspelled a name or simply forgot to put in your apartment number - don’t worry, we can still make the magic happen! If you need to update the address on an order, contact us at email@example.com during our Operation Hours(8am-5pm PST, Monday to Friday) within one hour of placing your order. We understand that this is a short window, but our orders are processed quickly after we receive them. We can’t guarantee that we’ll be able to change it, but we’ll do everything we can!
Unfortunately, if the new address is in a different country we cannot make changes once the order is confirmed.
If there haven’t been any tracking updates in the past 10 working days and you are in doubt, please let us know at firstname.lastname@example.org.
International shipping can take up to 5 weeks for packages arriving in Canada, Europe, Australia and Asia due to COVID-19, customs declaration, and other factors.
If you have any issues with your order once it has left our fulfillment center, please contact the shipping carrier first as they are best equipped to help you at this point. In the meantime, we would recommend you start a mail search on the carrier’s website.
Where is my order shipped from?
We operate both US and international warehouses, so one order might be shipped from multiple warehouses depending on the items ordered. Transit times vary from 1 - 14 business days depending on the shipping location and destination.
Returns & Exchanges
What is your return & exchange policy?
Please check out our Shipping & Return page:https://neiwai.life/pages/shipping-returns
How and when will I receive a refund for my return?
Once we receive your return at our warehouse, we will issue a refund to the original payment method used when you placed your order. Typically, you’ll receive the refund within 10–20 days after your return is received.
For all return/exchange outside of the US?
Unfortunately, we’re unable to perform regular return/exchange services for orders outside of the U.S. However, if you’re unhappy about your purchase please reach out to us at email@example.com - we’ll always be here to help out!
Why can’t I return some items through Happy Returns?
Some products have different return procedures. Please feel free to contact us at firstname.lastname@example.org if you are having difficulty with your returns on Happy Returns.