Q & A

On this page you can find most frequently asked questions. And for those that are not answered here, you can chat with us live 6 days a week from 8am to 7pm EST except Sunday or email us to hello@neptn.us

NO QUESTION OR REQUEST WILL REMAIN UNANSWERED 

Your NEPTN team

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WILL MY PACKAGE ARRIVE ON TIME FOR CHRISTMAS?

All carriers are experiencing unprecedented numbers of packages this holiday season and after December 15th they do not guarantee on time delivery for ground or air services. In addition to increased number of packages, there are snow storm disruptions in certain areas. In order to get your package on time pick one of our expedited shipping options, all orders on our end will be fulfilled within 24 hours. 

HOW DO I DETERMINE MY SIZE?

We have guide on our page called "Finding perfect size", click on this link to access it faster. 

WHAT IF I'M BETWEEN SIZES?

If you are right between sizes, for example your wrist measures really tight at 7" which is our top border of Medium size, you should go with Large, but if you measured it comfortably and it's 7" medium will fit you better. If you are still struggling to pick a size, you can chat live with us or send us email to hello@neptn.us

DO YOU MAKE SIZES FOR WRISTS BIGGER THAN 8.5" IN CIRCUMFERENCE?

Whether you need it for Hulk or a child - no wrist is too big or too small for us :)
All of our bracelets and chokers are made to order and we can make literally any size you need. You just need to send us your request to tailormade@neptn.us and will get back to you as soon as possible with details. Keep in mind that custom made sizes are picked by you and they will not be eligible for our standard size change that is free, in case you need to change it you will be charged up to $15 fee depending on style.

HOW TO EXCHANGE FOR DIFFERENT SIZE?

Process is fairly simple. You can just send it back to us undamaged to our mailing address with a note about size/color/style change and we will get back to you when we receive package. Or use our size change form link. We usually process size change day after receiving the package (unless it's Friday or Saturday, those will be processed on Monday). 
Our mailing address is: NEPTN 5161 COLLINS AVE, #1406, MIAMI BEACH, FL 33140

WHAT DOES IT MEAN 6 R, 8 L, 4 L etc...

Numbers mark the thickness and letters material. 6 R would stand for 6mm Rope, 8 L for 8mm leather, 4 L for 4mm leather etc

I HAVE AN ISSUE WITH MY FAVORITE BRACELET!

We take a lot of pride in our customer service so don't hesitate to reach out, many things are covered by our warranty and please tell us about your issue before it's too late. We offer lifetime warranty for certain issues, but whatever the problem might be, please send us email to hello@neptn.us 

HOW TO OPEN MY BRACELET?

This is probably most frequent question about COMMODORE style and we will post video soon, but until then take both ends of the clasp and twist them in opposite directions. It has double security closure, both magnet and pin.

DO YOU SHIP TO CANADA?

Absolutely!! Due to franchise agreements we do not ship to: Netherlands, Luxemburg, Belgium, Germany, Austria, Switzerland, and Russia but we ship EVERYWHERE else :)

HOW LONG DOES DELIVERY USUALLY TAKES?

We offer multiple shipping carriers so it depends on shipping you pick at the checkout. For standard domestic shipping (US territory) up to 5 days, Canada up to 3 weeks but usually 7 days, standard international around 2 weeks. Keep in mind that all of our products are made to order and they ship within 24-36 hours after you place the order and for international shipping delivery time mainly depends on customs, we can't control that. 

WHAT SHIPPING PARTNERS DO YOU USE?

For our standard and expedite 3 day shipping we use USPS. Aside from that we also offer UPS and DHL options. 

HOW TO AVOID HIGH BROKERAGE FEES WHEN IMPORTING?

In order to self-clear goods in local CBSA offices and avoid UPS, FedEx and other courier brokerage fees you will need following:
– Courier’s name (NEPTN)
– Unique shipment identifier number: Courier must provide (tracking number)
– Shipment’s invoice: Courier must provide (your order number)
– Place where the package is being held (this information will be under tracking details when shipment arrives to the country)

DO YOU HAVE RETAILERS IN CANADA?

We do :) check our retailers locations at the bottom of the page. 

I WANT TO BECOME RETAILER I NEED YOUR PRODUCTS IN MY STORE !!!

Simply send us request to navigator@neptn.us

STILL HAVE QUESTIONS?? Chat with us

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