Refund policy

Ready-to-Ship Items

We accept returns and exchanges on ready-to-ship items within 14 days of delivery. To be eligible, the item must be unused, in its original condition, and in its original packaging.

To start a return, contact us at theneatrack@gmail.com with your order number and the reason for the return. Once we receive and inspect the returned item, we'll process your refund to your original payment method within 2 business days.

Return shipping is the customer's responsibility, unless the item arrived damaged or defective (see below).

Custom & Made-to-Order Pieces

Because many of our pieces — including custom initial letters, memorial keepsakes, and made-to-order resin art — are created specifically for you, we do not accept returns or exchanges on custom orders once production has begun.

Cancellations: You may cancel or modify a custom order free of charge any time before it enters production. Once your piece has moved into production, it can no longer be canceled or changed, since materials and time have already been committed to your specific order.

Shipping & Damage

We carefully package every piece to survive transit, but occasionally items are damaged in shipping. If that happens to your order:

  1. Contact us within 5 days of delivery at theneatrack@gmail.com with your order number.
  2. Include photos of the damaged item and the outer packaging/box it arrived in — this helps us process things quickly and is required for us to file a claim with the carrier.
  3. Hang onto the item and packaging until your replacement or refund is confirmed, in case the carrier needs to inspect them.

Once we receive your report and photos, we'll send a replacement or issue a full refund, including any return shipping, at no cost to you.

Refunds

Once your return is received and inspected, we'll notify you of the approval status of your refund. If approved, your refund will be processed to your original method of payment within 2 business days. Please note that your bank or card issuer may take additional time to post the refund to your account.

Questions?

Reach out any time at theneatrack@gmail.com — we're happy to help.