COVID19 doesnt have to suck – Neon Underground Apparel
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    COVID-19 is a bummer, don't you worry we gotchu NUbabez

    FAQ's

    Are there any changes to your shipping, charges, delays, etc.

    Due to the pandemic we have had to temporarily adjust our shipping methods, and there have been some slight delays. All orders are now required to be shipped using our premium shipping method which is at no extra cost to you!

    So FREE WORLDWIDE PREMIUM INSURED SHIPPING is back in action!

    Unfortunately our express shipping is temporarily unavailable due to the COVID-19 p andemic, we will be offering express shipping immediately after our carriers make it available again.  Our premium shipping times still vary by location but our average delivery time is between 10 - 17 business days, post-production.

    Remember each garment is hand made to order, which takes 2-4 business days. Delivery is 10 - 17 business days once it has left our facilities. This again does vary by location and some countries are taking roughly 2-5 additional days to arrive, due to the spread of COVID-19.

    If you have any questions about shipping times in your country please contact us and we will be happy to answer any questions you may have.

    Are you still accepting orders?!

    Yes fo'sho! We are still accepting orders all over the globe, no discrimination here BB'z. Our primary fulfillment center is up and running at full operations and you can order freely.

    If your country is on a complete lock down and not accepting freight we will be saving your orders and process shipping as soon as our carriers give us the green light. <3

    Italy continues to fight against the virus and cannot receive imported goods indefinitely.

    Are you still shipping ?

    YES! As we continue working through this global pandemic, our carriers informed us on countries and states who are not accepting imported goods due to the state of emergency they are in. These regulations are mandated by carrier and by country/state.

    Okay, but what countries can you still ship too?

    As of 4/1/20 Italy continues to fight against the virus and cannot receive imported goods indefinitely, everywhere else is......THUNDER CATS GOOOOO!!!!! Translation: We can ship to you!!

    Are your US warehouses still open?

    No... unfortunately roughly 80% of our US warehouses are temporarily closed due to COVID-19. Luckily this only effects a small percentage of our products. The below product types are currently only available for pre-order since the manufacturing facilities are temporarily closed.

    • Sports Bras
    • Beanies
    • Fitted Crop Tops

    All other products on our site are still available and ready to ship out, excluding Italy until further notice. If you are unsure if a product is currently available, please contact us using the chat bot- that is the easiest and quickest way for us to get back to you!

    Since you are a small business, how is the COVID-19 pandemic effecting you?

    We are a small business, yes, and we have only 2 employees currently - Blake & Hannah. Since the start of the pandemic we have taken every precaution necessary to keep our family safe (we have two boys 10 & 1 years old.) Since Neon Underground is our main source of income we have definitely felt the effects of the abrupt change in the economy. Every order made goes to helping us keep our business afloat and helps us take care of our family during these tough times. We work from home with both of our kids and adjusting has been, well, not the easiest. Homeschooling our oldest son and taking care of a toddler while managing our business has been a struggle, but we are dedicated to upholding our standards and ensuring the best possible experience for all of our NUbabes!

    If you have any more questions or just want to get to know us more on a personal level, please shoot us an email or DM us on our social profiles. <3

    Facebook: @NUapparelus

    Instagram: @NU.Apparel.US

    Tik Tok: @NU.Apparel.US

     

    Stay safe and healthy out there, BB'z!

    More questions?

    Updated 4/9/20

    Email us at Hburnett@nuapparelus.com

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    Refund & Return Policy

    Returns
    Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

    To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

    Additional non-returnable items:
    Used, torn, or damaged products

    To complete your return, we require a receipt or proof of purchase.

    Please do not send your purchase back to the manufacturer.

    There are certain situations where only partial refunds are granted (if applicable)
    Any item not in its original condition, is damaged or missing parts for reasons not due to our error
    Any item that is returned more than 30 days after delivery

    Refunds (if applicable)
    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

    Late or missing refunds (if applicable)
    If you haven’t received a refund yet, first check your bank account again.
    Then contact your credit card company, it may take some time before your refund is officially posted.
    Next contact your bank. There is often some processing time before a refund is posted.
    If you’ve done all of this and you still have not received your refund yet, please contact us at info@nuapparelus.com.

    Sale items (if applicable)
    Sale priced items may be refunded, and you will be refunded the amount you paid.

    Exchanges (if applicable)
    We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hburnett@nunapparelus.com and send your item to: 600 Spring Willow Dr. Allen, TX 75002

    Gifts
    If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

    If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

    Shipping
    To return your product, you should mail your product to: 600 Spring Willow Dr. Allen, TX 75002

    You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

    Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

    If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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