Frequently Asked Questions (FAQ) | NeoDIGITALis ARTimata
I. ORDER INQUIRIES
Where is my order?
Your order should arrive within the time frame of your chosen delivery method, which you can double-check in your order confirmation email.
For the US, this is typically within 7–10 working days, and for international orders, it can be between 25–45 working days (this excludes weekends and public holidays). You will also receive a tracking link in this email, so check this out for any delivery updates.
If the delivery time frame has passed and you’ve still not received your items, please get in touch with our Customer Service team via email at info@neodigitalisartima.com with your order details.
Please make sure to send us your order number so we can investigate your order status for you.
Can I cancel or amend my order?
Please take note that our products are made-to-order.
Once your order is placed, our fulfillment team promptly begins processing job orders for printing, packing, and preparing to ship. Once charged, we cannot modify the order. If you are dissatisfied or no longer need the items, use our free returns service within 30 days for a full refund. Include a note with your order number and details.
Items must be unopened, unused, and in original condition. Gift cards are non-returnable. Keep proof of postage until you receive your refund/exchange.
Contact Customer Service at info@neodigitalisartima.com for further inquiries.
What can I do if my order is going to the wrong address?
Please take extra care when entering your shipping instructions at checkout. Once an order has been placed, we only have a short period of time in which to amend an address, and sadly, if your parcel has already been dispatched, we are unable to change your shipping address for you.
If you find that you have entered the incorrect address, please contact our Customer Service team at info@neodigitalisartima.com with your order details and your correct address information. We will try to help you as much as we can!
Where is my order confirmation?
Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout. If, for some reason, you did not receive this email, please check your spam and junk folders. If you still cannot find this, please log into your account to check that your order was initially processed, and if you are still having problems, please contact us at info@neodigitalisartima.com.
What should I do if my order is missing?
If you are in the US and have not received your order within the allotted delivery time frame, please contact our Customer Service team at info@neodigitalisartimata.com within 21 days of the date on which you ordered the products. After this time has elapsed, NeoDIGITALis ARTimata reserves the right to decide whether to send our replacement item(s) to you.
For international customers, please allow up to 16 working days before contacting us regarding a missing order.
What do I do if I've received the wrong item?
We try as hard as possible to ensure you won't receive an incorrect item; however, very occasionally this may happen. If you're a US, Canada, Australia, or international customer, please contact our customer service team at info@neodigitalisartima.com with images of the incorrect item, and a member of our customer service team will help you further.
There's an item missing from my order; what should I do?
We try as hard as possible to ensure you won't receive an incorrect item; however, very occasionally this may happen. If you are a US or international customer, please contact our Customer Service team and provide images of the incorrect item. A member of our customer service team will assist you further.
II. SHIPPING
Do I need to pay customs and duty charges?
We cover all taxes and duties for countries in the US only. For any questions regarding countries outside the US, please contact our customer service team at info@neodigitalisartimata.com.
For orders outside the US, customs charges are beyond NeoDIGITALis ARTimata's control and are charged at the sole discretion of your local customs office. Due to this, we’re unable to cover or refund any charges you may incur.
We’re unable to predict if or when you may be charged, but for more information, you can always contact your local customs office.
Should you order and choose not to pay any outstanding customs or import duties on your parcel, it will be returned to us for a refund. Please note that once a return has been processed, we’re unable to stop this or have your items re-sent.
Do you ship to PO boxes or APO addresses?
For US orders, we are able to ship to PO boxes. For international orders, postcode restrictions do apply. Unfortunately, we are not able to deliver to an international PO Box address or APO address.
Please get in touch with our customer service team at info@neodigitalartimata.com if you need further assistance with your address or if you have made a recent order with us. Please contact us with your order number; we will do all we can to support you further.
How does your US standard delivery service work?
If you order with us before 3 p.m. Monday–Friday, you can expect your order to be delivered to you within 3-5 working days (please note that this excludes weekends and public holidays). If you haven’t received your order within this time frame, please contact our customer service team so we can support you further.
What happens if nobody is there when my order is delivered?
The courier will make three attempts to deliver your parcel, or alternatively, they may leave your parcel in a safe place that is convenient for you to collect.
It may not always be possible for our couriers to meet exact dates or times; however, we will do our best to get your parcel to you as soon as possible. If the courier has attempted to deliver your parcel after three attempts, this will then be sent back to us, and you will be refunded.
III. PAYMENT
What payment methods do you accept?
We accept payments from debit or credit cards (American Express, Discover, VISA, Mastercard, Maestro, and Cirrus), as well as payments made by PayPal, Shop Pay, Apple Pay, and Google Pay.
Experiencing problems paying?
Oh, no! Please try an alternative payment method or contact our customer service team at info@neodigitalisartimata.com and one of our representatives will help you as soon as they can!