Frequently Asked Questions

Q: Which method of payments do you accept?

A: We accept:

- Visa®

- MasterCard®

- American Express®

- PayPalShopify pay

* We do not accept pre-paid or reloadable credit cards or gift cards as forms of payment.

Q: When will I be charged for my order? 
A: When you place an order, neatfreak.com authorizes your credit card to make sure sufficient credit is available. A hold is placed on funds equal to your order until the order is shipped. When the order is shipped, that is when your card will be charged. 

Q: Will tax be applied to my order? 
A: Yes, neatfreak.com is required by law to charge applicable sales tax. Tax is based on the destination of your order and nature of the product and will be calculated at time of checkout.

Q: What if I am eligible for a tax exemption?
A: If you qualify for a tax exemption, please continue to place your order. Once it's complete call 1-888-827-4676 with your order number and tax exemption information. We will be happy to forward your order for a tax credit.

Q: Can I place my order through phone or email?
A: Sorry at this time we are unable to be able to process any phone and/or email orders

Q: How can I cancel or change my order?

A: Unfortunately, once an order has been placed, it cannot be cancelled or changed because we begin processing it immediately. For further inquiries please call us at 1-888-827-4676 . Please have your order number ready when you call.

Q: How do I check the status of my order?
A: We provide information on the status of your order automatically. You don't have to do a thing! You will receive an email confirmation after your order is received and again when it is processed and shipped.

Q: How do I track my package? 
A: When your order ships, you will receive an email notification that contains the tracking number for your package(s). You can also track your order online or by calling 1-888-827-4676. Please have your order number ready when you call.

Q: When I add an item to my shopping cart, does it guarantee I have the item? 
A: We strive to maintain accurate inventory records but the item is not guaranteed to be available for sale until you checkout your order. Placing an item into your shopping cart does not reserve the item, and the item could sell out if other customers place additional orders for the product before you check out. If we discover inventory discrepancies, we may cancel an item or cancel an order if we are unable to fulfill it. In this case, we'll notify you by email that we were unable to ship a specific item you have ordered [and your account will not be charged or will be credited].

Q: How long does it take to ship my order? 
A: The majority of orders will ship within 2 business day.

Q: When will I receive my order? 

Standard Shipping: within 1-7 business days when order is placed by 1pm ET

Express Shipping: within 1-3 business days when order is placed by 1pm ET

Next Day Shipping: within one business day when order is placed by 1pm ET

*Allow extra time for deliveries to non-major centres and remote locations. Shipping times may be also impacted by weather conditions and other uncontrollable factors.

Q: Can you ship my order outside of Canada and or the United States? 
A: At this time, we do not ship outside of Canada and the United States

Q: How do I place an order with multiple shipping addresses? 
A: Unfortunately, at this time you cannot send items within a single order to different locations. If you are ordering products to send to different shipping locations, you will need to place separate orders at this time.

Q: Can I order a product and ask you to ship it to someone else? 
A: Yes, the “Shipping” address can be any Address within Canada and/or the United States. Please enter your desired delivery address in the “Ship To” portion of the checkout process. 

Please note that for our fraud screening process, which is designed for your safety, may cause a delay in the shipment of your order.

Q: How can I return merchandise? 
A: If for any reason you find yourself unsatisfied with your purchase, neatfreak.com provides its customers with easy returns provided the merchandise is in its original packaging and proof of purchase is presented.

To return an item:

Call 1-888-827-4676. Please have on hand your order numberRequest a RA# (return authorization number)Customer Service will then email you a prepared label that you will use to return your item back to our warehouse.Once the item is received at the warehouse the return charges will be applied

Q: What if I've received merchandise in error or received damaged merchandise?
A: We strive to maintain a high level of accuracy in our shipments and make every effort to ensure your order reaches you in perfect condition. However, if you've received an item in error or find that it's damaged, please contact customer service at 1-888-827-4676. They will guide you through the process of pre-authorizing the return at our expense and the step-by-step guide is also provided below:

Q: I have returned an item. When will I receive the credit? 
A: You will receive an email notification when your return is processed and any refunds will be issued to your original method of payment.

Q: What is your pricing policy?

A: We strive for accuracy in our advertising. There are times, however, when errors occur in product descriptions, pricing and availability. We reserve the right to limit orders if inventory runs low due to overwhelming orders. We reserve the right to correct any typographical errors, inaccuracies or omissions at any time without prior notice, including after an order has been submitted. We apologize for the inconvenience this may cause.

Q: Can I purchase and use a gift card

A: We are sorry, at this time; we do not offer nor accept gift cards.