FAQ's
If you have unanswered questions, please email us at info@neutralsupport.co, or send us a message on Instagram.
What currency is the site?
NS processes and charges orders in Canadian currency (CAD). Purchases may be subject to currency conversion fees levied by your bank.
What is your return/exchange policy?
Due to the nature of capes being a hygiene product, all sales are final.
What are your shipping costs and delivery times?
Shipping costs are calculated based on the shipping location, shipping method and the value of your order. Note that transit times do not include order processing times or potential customs delays and that they may be subject to fluctuation throughout the year. Tracking details will be provided for your order to receive the most up-to-date shipment details.
Does NS ship internationally?
At this time, NS only ships within North America. We are working hard to set up international shipping services. Please sign up for our newsletter to be the first to know when this service is available.
What is the status of my order?
Once your order has been processed, you will receive an email receipt confirming your order. Following this, we will provide you with another shipping confirmation email (including tracking information) once the order is handed over to the carrier. From there you can track your order through the carriers website for the most up to date information.
I just placed an order, can I modify or cancel it?
To request a modification or cancellation to your order, please contact us at info@neutralsupport.com as soon as possible. Keep in mind that our business hours are 10AM – 4PM (MST) Monday – Friday. Once an order is submitted, HAVEN is not responsible for ensuring that it can be modified or cancelled prior to shipment.
Where is my order being shipped from?
Your order will be processed at our head office in Edmonton, Alberta Canada. Depending on the size of your order, it may be split between multiple packages.
Can I place an order online and do an in-store pickup?
Unfortunately we are not offering this service at this time.
What is the typical response time to a customer inquiry?
Every customer inquiry is important to us, and we strive to have your questions or concerns resolved as promptly as possible. Response time is usually within 48 hours.
