FAQs

Please double-check that your credit card information was entered correctly. This includes ensuring that the billing address on your account matches the billing address associated with your card.

We have limited information regarding the details of why your card was declined, so the best place to start is to contact your bank or credit card provider for further information.

If you continue to have issues with your credit card, we suggest trying to make the purchase via PayPal.

Coupon codes can be entered in the shopping cart, on the right-hand side of the checkout page, before you begin the checkout process.

Enter your coupon code in the box under the ‘total’ summary of your order and click the “apply coupon” button. Once applied move on to enter your billing, shipping, and payment details!

The order processing time may extend beyond 1-2 weeks, depending on the quantity of stuff you have ordered. During this time, we will prepare and check your order before sending it out.

Selected the wrong option or inputted the wrong address? We do allow order modifications within a 24-hour window from the time of purchase. Please contact us immediately if you wish to make any changes, and we will do our best to accommodate your request. However, please note that we have a limited time frame before the order goes into production and shipping. Therefore, we cannot guarantee that changes can be made once the order has been submitted.

Please log into your account and click the “My Orders” section. You will see a list of your orders, the details of each order, and the current status. Once your order has shipped the tracking information will be available here.

We will send you an email with a tracking number once your order has been shipped. You can use this number to track your package on the carrier’s website and monitor its delivery status. Please note that tracking information may take up to 24-48 hours to be active after your order has been shipped. If you have any concerns about the status of your order, please don’t hesitate to contact our customer service team for assistance.

Once your order has shipped, you will receive an email with your tracking number! The tracking number can also be found in the “My Orders” section of your account.

US orders are shipped and tracked through USPS.

Canadian orders are shipped and tracked through Canada Post.

International orders are shipped and tracked through DHL.

*Lost orders are very rare, but we understand your concern. Rest assured that we diligently monitor the shipping process on a daily basis. If there are any changes or updates regarding your order, we will promptly inform you. Our priority is to ensure that your order arrives safely and on time.

Probably! We currently ship to over 40 countries, including most of the big ones, so chances are yours is on the list!

Changed your mind? An order may be canceled on the same day it was placed. This can be done within your account under the “My Orders” section or contact our customer support team.

We can only accommodate cancellations within 24 hours of placing the order. Once this timeframe has passed, we are unable to process any cancellations as the product has been ready and the fulfillment process has begun. We apologize for any inconvenience this may cause and appreciate your understanding. Please note that we cannot guarantee a cancellation after the order has been submitted.

There could be several reasons why your order is delayed. Here are some common ones:

1. High Demand: During peak seasons, such as holidays, our orders tend to increase significantly. As a result, processing times may take longer than usual.

2. Out of Stock: If an item you ordered is out of stock, we will need to wait for it to become available again before we can ship your order.

3. Customization: If you requested customization for your order, such as personalized embroidery, it may take additional time to complete your order.

4. Shipping Delays: Unfortunately, shipping carriers may experience delays due to unforeseen circumstances, such as weather or transportation issues. This may cause your order to arrive later than expected.

5. Another reason why your order may be delayed is due to routine maintenance or repairs on our embroidery machines. While we strive to keep our machines in good working condition at all times, occasional maintenance may be necessary to ensure the quality of our products. In such cases, we will inform you of the delay and provide an estimated shipping date as soon as possible. 

If you have any concerns about the status of your order, please don’t hesitate to contact our customer service team. We apologize for any inconvenience caused by the delay and appreciate your patience.

Neko In The Box will never rent, sell, or otherwise share your personal information (email, name, address, order history, credit card data) with any third party. By necessity, this agreement excludes the sharing of your name and shipping address with one of our shipping providers, Canada Post/UPS/USPS/DHL, in order to ship our product to you. This agreement also excludes the transmitting of your credit card information (fully encrypted) to our credit card processor in order to process your payment. At no time is your credit card data held or retained by Neko In The Box. Please refer to our website policies.