At Neutral Decor US, we are committed to providing a reliable and transparent delivery experience. This Shipping Policy explains our shipping origins, delivery times, shipping costs, customs responsibilities, order tracking, and other important information related to the delivery of your order.

By placing an order with Neutral Decor US, you agree to the terms outlined below.

1. Shipping Origins

Neutral Decor US works with specialized manufacturing and fulfillment partners in Asia. Depending on product availability and fulfillment requirements, orders may be shipped directly from our manufacturing or fulfillment facilities in Asia.

Shipping directly from our fulfillment network allows us to carefully prepare each order while maintaining consistent quality and reliable delivery.

Please note that items within the same order may occasionally be shipped separately.

2. Shipping Destinations

We currently ship to the following countries:

• United States
  
• Canada
  
• Australia
  

Shipping availability may vary depending on the product and delivery address. If we are unable to ship an item to your location, you will be notified before the order is fulfilled.

3. Order Processing & Delivery Times

The estimated delivery time consists of both order processing and transit time.

Order Cut-Off Time: 5:00 PM Pacific Time (PT).

Orders placed after the daily cut-off time will begin processing on the next business day.

Standard Shipping — 4–6 Weeks

We offer Free Standard Shipping on eligible orders within our supported delivery areas.

Standard orders generally arrive within approximately 4–6 weeks from the date the order is placed, including processing and transit time.

Depending on the product, destination, shipment size, and logistics requirements, standard orders may be transported using ocean freight or other appropriate shipping methods.

Expedited Shipping — 1–3 Weeks

For customers who need their order sooner, expedited shipping may be available for eligible products and destinations.

Expedited orders generally arrive within approximately 1–3 weeks from the date the order is placed, including processing and transit time.

Any applicable expedited shipping charges will be displayed or communicated before the order is finalized.

Delivery Delays

Delivery estimates are provided in good faith but are not guaranteed.

Occasionally, delivery may take longer due to circumstances outside our reasonable control, including:

• Customs inspections or clearance delays
  
• Severe weather
  
• Carrier disruptions
  
• Public holidays
  
• Transportation delays
  
• Incorrect or incomplete delivery information
  
• Other unforeseen logistics events
  

If your shipment is experiencing an unusual delay, please contact us at contact@neutraldecor.us.

4. Shipping Costs, Taxes & Customs Duties

Standard Shipping

Neutral Decor US offers Free Standard Shipping on eligible orders to supported delivery destinations.

If an upgraded or expedited shipping method is selected, any additional shipping charge will be shown or communicated before your order is finalized.

United States — Delivered Duty Paid (DDP)

Orders shipped to customers in the United States are delivered on a DDP (Delivered Duty Paid) basis.

This means Neutral Decor US is responsible for applicable import duties and customs clearance charges associated with the shipment. Customers should not be required to pay additional import duties upon delivery for orders covered by our DDP shipping service.

This does not include sales taxes or other charges that may be collected separately at checkout where required by applicable law.

Canada & Australia

For shipments to Canada and Australia, customs duties, import taxes, or other fees may apply depending on the destination, order value, and applicable local regulations.

Unless otherwise stated during checkout or confirmed by Neutral Decor US, customers are responsible for any destination-specific import charges imposed by local authorities.

If you have questions about charges associated with your order, please contact contact@neutraldecor.us before placing your order.

5. Address Changes

Please carefully review your shipping address before submitting your order.

If you need to correct or change your shipping address, contact us as soon as possible at:

contact@neutraldecor.us

We will make reasonable efforts to update the address if your order has not yet been dispatched.

Once an order has been shipped or transferred to the carrier, we cannot guarantee that the delivery address can be changed or redirected.

6. Order Cancellations

Orders may be canceled before they have been shipped.

If you would like to cancel an order, please contact us as soon as possible at contact@neutraldecor.us.

If your order has already been shipped, it can no longer be canceled as an unshipped order. Once the order has been delivered, you may request a return in accordance with our applicable Return & Refund Policy.

7. Lost, Missing, or Damaged Shipments

If your tracking information has not updated for an unusually long period, your package appears to be lost, or your shipment has not arrived within a reasonable period after the estimated delivery window, please contact us at contact@neutraldecor.us.

We will work with the shipping carrier or logistics provider to investigate the shipment.

If a package is confirmed to have been lost in transit, Neutral Decor US will provide an appropriate resolution, which may include a replacement or refund.

If your package arrives damaged, please contact us promptly and provide photographs of the package and affected product so that we can review the issue.

8. Customs Inspections

International shipments may occasionally be selected for customs inspection.

Customs inspections and clearance procedures are controlled by the relevant authorities and may result in additional transit time.

If a shipment is unexpectedly held, rejected, or returned because of a customs-related issue for which Neutral Decor US is responsible, we will work with the logistics provider to resolve the situation and provide an appropriate solution.

9. Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking information when tracking is available.

Please allow several business days for tracking information to begin updating after the shipment has been dispatched.

If your tracking information does not update immediately, this does not necessarily mean that the package has stopped moving. International shipments may travel between logistics hubs before the next tracking scan appears.

You can track your shipment through our:

Track Your Order

If you have questions about your shipment or tracking information, please contact contact@neutraldecor.us.