Return/Exchange Policy
Ordering and General Information:
We gladly accept Visa, MasterCard, American Express, Discover, Electronic Check Payments and Wire Transfers. Our product consultants are available to help you select the best products for your needs.
Ordering by Phone: Please call 1-800-991-3261 ext 2 to speak with a sales representative to order by phone. Credit card and/or check information will be required at the time the order is placed.
Ordering by NeutralExistence.com Store: Please remember to fill in all of the required fields when ordering via the NeutralExistence.com store’s order form. We accept online orders 24 hours a day, 7 days a week. NeutralExistence.com operates in conjunction with a secure payment processing server to ensure your personal and payment information is encrypted to (PCI) data security standards and is kept confidential.
Orders Exceeding $3000: Due to the vast amount of fraud on the internet, we will only accept wire transfers on all orders exceeding $3000. Larger items whose price exceeds $3000 will show up as $500 in the NeutralExistence.com cart system. Upon checkout, one of our customer service representatives will call and finalize your order. The initial $500 deposit can be used towards the freight shipping or the product cost.
Shipping:
Orders are processed within 48 hours. Shipping rates are based on UPS-able shipment prices in the Continental US and abroad.
Some orders may be subject to freight shipping charges:
# Packages over 150 lbs (70 kg)
# Packages over 165 inches (419 cm) in length and girth combined
# Packages over 108 inches (270 cm) in length
If this is the case, a customer service representative will contact you, via phone and/or e-mail to finalize the shipping and request additional funds for freight shipping costs. The credit card on file shall be billed for additional freight shipping charges if customer cannot be contacted within 2 business days of the original purchase. Please contact us for more information.
Terms:
All orders are subject to credit approval. We do not ship COD. Visa, MasterCard, American Express and Electronic Check Payments are accepted. Money Orders are accepted and will be processed upon receipt.
Back Orders:
NeutralExistence.com strives to maintain an accurate availability count at all times. However, exceptions do occur. In such cases, a customer service representative will alert you, via phone and/or e-mail, to the delay. If the delay is unsatisfactory, you will be given the option to cancel the specified product.
Returns/Exchanges:
No goods shall be returned to NeutralExistence.com without prior authorization covering specific items and quantities. Refunds will not be made on items that are returned more than 30 days from the date of sale under any circumstances. A standard 20% restocking fee of the original sale price will be applied to any any and all returns, unless otherwise specified below.
Unopened items:
Unopened items purchased from NeutralExistence.com may be returned within 30 days of delivery for a full refund. We will also pay the return shipping costs if the return is a result of our error. Items must be returned in original shipping container.
Damaged Items:
Items received damaged or broken may be returned withing 30 days for a credit or refund. We will also pay the return shipping costs if the return is a result of our error. Items must be returned in original shipping container. In cases where shipment requires a signature release, the driver will ask the customer to sign for the delivery. This is a legal document stating that the package is being delivered to the customer in good condition without damage and that the customer is waiving any additional claim from the shipper. Before signing, the customer must inspect their package(s) closely on all six sides. The customer must note any box damage including scuffs, dents, tears, punctures or creases on the delivery receipt. If there is anything unusual with the package, the customer has the right to open it to inspect the contents. If the driver is unwilling to wait while the customer inspects all their items, the Customer may mark on the delivery receipt “Concealed Damage Possible”.
Installed Items:
Due to the nature of some of the products carried on NeutralExistence.com, improper or faulty installation may cause items to become defective. We do not accept returns or issue refunds for products after they have been installed, unless otherwise authorized by a NeutralExistence.com support specialist.
In special cases where a return or refund has been authorized on an previously installed product, a minimum restocking fee of 20% of the Purchase Price will be assessed. If the returned item is found to have manufacturer defects which are no fault of the customer or installation, the 20% restocking fee will be waived. All shipping costs are not refundable on installed items. Items must be returned in original shipping container.
