Shipping & Delivery

Last updated: November 4, 2026

This policy applies to orders placed with Neatmelt, operated by ACOBTA PRODUCTION LIMITED.

Where we ship

We accept orders for delivery addresses supported by our checkout. If your address is not supported, contact us before placing an order.

Orders may be fulfilled directly or through fulfillment partners, and dispatch locations may vary by product and destination. We will disclose the dispatch country and any material cross-border shipping conditions before you complete your purchase.

Our registered office is in Hong Kong. The address in Murrieta, California, is designated for returns and does not determine where an outbound order ships from.

Processing and transit time

Normal order processing time before dispatch: 1–3 business days.

Estimated transit time after dispatch: 7–15 business days.

The estimated total time for a standard order is therefore 8–18 business days. If a product or destination has a different estimate, we will disclose it before you place your order.

Processing and transit are separate periods. Any destination-specific estimates, exclusions, or order cutoff details are shown before purchase.

A stated business-day estimate excludes weekends and public holidays relevant to the processing or delivery location. Preorders or special dispatch dates will be identified before purchase if offered.

Shipping charges, taxes, and customs

Shipping charges and applicable free-shipping conditions are displayed before you confirm your order. Taxes collected by us are included in the checkout total or separately identified there as applicable.

For cross-border orders, the recipient is responsible for import duties, import taxes, and customs clearance charges not expressly included in the price or collected at checkout, except where applicable law places responsibility on us.

We will explain any material customer responsibility for these charges before you complete your purchase. Charges imposed by a customs authority are separate from the store’s shipping charge.

Contact us before ordering if an import cost arrangement is unclear.

Dispatch updates and tracking

We send a dispatch update using the contact details supplied with the order and provide tracking when available for the shipping service.

A label creation notice does not necessarily mean that the carrier has received the parcel.

Delays and missing parcels

If we cannot dispatch within the period promised for your order, we will notify you, explain the revised timing, and offer the cancellation and refund options required by applicable law.

Where consent to a delay is required, we will obtain it; if consent is not provided, we will cancel and refund as required.

If a parcel is late, missing, damaged, or marked delivered but cannot be found, contact support@neatmelt.com. We will investigate with the relevant delivery partner and provide an appropriate remedy.

Carrier delays or delivery scans do not automatically remove your consumer rights.

Address corrections and delivery problems

Check your delivery details before paying. Contact us promptly if a correction is needed.

If an order is returned or an additional delivery attempt is needed, we will explain the available options and any lawful, previously disclosed charges before requesting further payment. We will not automatically refuse all refunds for an undelivered order.

Contact

Email: support@neatmelt.com
Telephone: +1 760-518-3467

Customer inquiries are handled Monday through Friday, excluding public holidays. We aim to respond within two business days.

For returns after delivery, see our Return & Refund Policy.