Frequently Asked Questions

Once an order is placed, we are unable to cancel it. We encourage you to review your selection carefully before completing your purchase. If you have any questions or concerns about your order, please reach out to our customer service team for assistance. Thank you for your understanding.

If you encounter any mistakes with your order, please email us at neverlandhounds@gmail.com as soon as possible. Include your order number, the item you were supposed to receive, and a picture of the item you did receive. This will help us resolve the issue promptly. We’ll take it from there!

We do our best to run quality checks on all the items we send out, but now and then something might slip by us, or shipping can be extra tough on an order. No matter what happens, we want to make it right! 

If you receive a damaged product, please email us at neverlandhounds@gmail.com. Please include your order number, the name of the damaged item, a picture of the damaged item, and a picture of the packaging it was in. Please do not throw the packaging away. You must have all of these things in order for us to do our best to make it right!

Sometimes our small team makes mistakes, but we know how important it is to get the everything in your order. We’ll do our best to make it right! 

If you received the wrong item in your order, email us at neverlandhounds@gmail.com as soon as possible. Please include your order number and the name of the item you were supposed to receive. We’ll take it from there! 

Accidents happen! If you just ordered or your order is still processing, you can email us at neverlandhounds@gmail.com to change your address. Unfortunately, if your order has already shipped, we cannot change the address on your order.

Don't worry! Sometimes orders are marked as delivered even if they haven’t actually arrived at your front door. Your order may show up within a day or two, or it may have been delivered to a nearby address by mistake. Check with your neighbors to see if they received your package.

Unfortunately, we have no control over packages once they leave our store. We can check the tracking for you, but we only have access to the same tracking information you do. If your order hasn’t arrived after one to two days and your neighbors haven’t seen it, we recommend contacting your local USPS or UPS (depending on how the item was shipped) for an update. If they confirm it’s lost, please request an email confirmation from them and forward it to us, and we’ll see what we can do!

We allow exchanges for items that do not fit, but we encourage you to check any fit guides ahead of ordering so you can enjoy your items sooner! Items you wish to exchange should have no signs of wear and tear and should still have all of their tags to be eligible for the exchange.

If you want to initiate an exchange, send an email to neverlandhounds@gmail.com. Please include your order number and the name of the item you want to exchange in your email. We’ll get the new size sent out as soon as possible!