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Frequently Asked Questions
Q: How can I find what I'm looking for on your site?
A: If you're looking for something specific on neutralruns.com, try entering your search terms into the search box located in the upper right hand navigation bar. Search boxes are located on nearly every page of our online store. Simply enter the name of the product you're looking for, or enter the item number, and click the "Search" icon to the right. If you are not quite sure what you're looking for and would like to view many sexy possibilities, try browsing by clicking on the categories under the Search box. As you click our main categories, subcategories will appear below each section. When you find an item that interests you, click the title or picture of the item to see its detail page. Here you will find more information about the item, including price, color, and size.
Q: How do I create an account?
A: Use the "Register" link at the top middle of our website.
Then simply follow the instruction to complete setting up your account. Your information is never sold to any other company and is kept completely private.
Q: Is my personal information secure?
A: neutralruns.com believes in providing a safe and secure shopping experience for all clients with stringent and effective security measures on our site. It is our policy to not sell or otherwise exchange private information, such as your name, credit card number, or address to any third parties. We use VeriSign SSL to process your credit card information.
Q: Does neutralruns.com accept credit cards and debit cards?
Q: How do I know my order has been placed?
A: Once your order has been placed you will receive an order confirmation by email.
Q: Can I make a change on my order, add an item or make an address correction?
A: Due to our high volume, all orders that are processed successfully go directly to the shipping floor within minutes after the order is placed to get it shipped to you as quick as possible. We are unable to modify or cancel your order once it has been placed and handed over to our warehouse. Please make sure all information is correct before placing your order.
Q: Will I be emailed my tracking number once my order ships out?
A: Yes, you are emailed your tracking number once the order has been approved to ship, assigned a tracking number and handed over to the warehouse for shipment. Please note: Although your order has been marked shipped and you receive this email confirmation, please allow up to 48-72 hours for tracking information to be available.
Q: How can I check the status of my order?
A: Follow the link on your order confirmation page updated tracking number or log in to your account to see most updated order status, Or simply contact our customer service. We also have live chat customer service representative during business hour from 9am-5pm PST time Monday-Friday.
Q: What will happen if I didn't get my package but fedex tracking says that it has been delivered?
A: Customers should call our Customer Service so that we can file a FedEx Claim. It usually takes 7 to 14 business days for FedEx to process the claim. If the claim is approved, customer can either get a full refund or Forplay can ship the order again with signature required. If the claim is not approved by FedEx, customers will receive half of the Purchase Order amount as store credit.
Q: I entered the wrong address, what can I do to have the package shipped to the correct address?
A: We are unable to modify any order once it has been placed and sent to our warehouse for shipment. However, if your order has already been shipped, your order will come back to us as undeliverable. A shipping fee of ￡5.95 will be deducted from the credit amount on all unclaimed and undeliverable orders.
Q: When will my order arrive?
A: Most clothing is in stock and ships within 24 hours, delivered within 2-10 business days. You will receive an email with the tracking information once your order has been shipped. Please note that it may take up to 24 to 48 hours for tracking information to be available from the shipping company.
All items that state "Ships in 3-4 business days" beneath Add To Bag, take an additional 3-4 business days to leave our facility. These items are not available to ship the same day the order is placed. If expedited services, are chosen for these items, it will come to effect after the 3-4 business days for processing. Please see our Shipping Page for more shipping information.
Q: How can I cancel my order?
A: We are unable to modify or cancel your order once it has been handed over to our warehouse. It is impossible to locate one order out of hundreds that are awaiting shipment.
Due to our high volume, all orders that are processed successfully go directly to the shipping floor within minutes after the order is placed to get it shipped to you as quick as possible. We are unable to modify or cancel your order once it has been placed and handed over to our warehouse. Please make sure all information is accurate when placing your order.
If the customer refuses to accept the package upon delivery, customers will receive store credit (less shipping and handling) and an additional ￡5.95 charge for return shipping
If you are not satisfied with your order, you can exchange or return the item (if applicable). Please see our return/exchange policy for further information.
Q: What if the item I purchased does not fit?
A: If you are not happy with the fit of your item, you are welcome to return or exchange it. All returns must include their original packaging and tags. However, customers are responsible for the return postage and ensuring the items are sent back to us. As a courtesy to our other shoppers, we ask that all items be tried on over your undergarments. We will pay for the shipping of exchanged replacement items back to the customer one time per order. Form more information, please read our entire return policy.
Q: What if I do not like the item I purchased?
A: If you are not happy with the fit of your item, you are welcome to return or exchange it. All returns must include their original packaging and tags. Customers are responsible for ensuring the items are sent back to us. As a courtesy to our other shoppers, we ask that all items be tried on over your undergarments. Form more information, please contact us.
Q: How do I make a return?
A: If you would like to make a return, please return the item(s) with a copy of the invoice and Return Authorization Form. Returns can be sent to the address stated on the top of the invoice. Please see our return/exchange policy for further information.