Shipping Policy

SHIPPING POLICY

United States & Canada Shipping

We ship to all US states and Canada. We use UPS for our shipping carrier. Orders placed before 1pm usually ship the same day. Our warehouse is located in Massachusettes.

International Shipping Available!
Please email us at info@neato.com for instructions on International Orders.

NEATO prides itself in shipping your order as quickly as possible. Excluding US holidays and weekends, NEATO ships Monday thru Friday each week. Orders placed before 3:00 PM EST will usually ship same day. Please take a look at our hours of operation so you are aware of our shipping time limitations.  

Once your order is complete, we can generally ship it within 24 hours (except holidays, weekends). We apologize that during the winter holidays and special sale events, it can take us a little longer. Shipping rates are available upon checkout. NEATO uses USPS and UPS for the flat rate option at our discretion.

Lost or Damaged Merchandise

For loss or damage of your parcel, you must email us all information including order number within 3 days of receipt of the order.  Claims will not be accepted after 3 days from delivery date.

Make sure to keep all packing slips, packaging material and original box. We may collect the damaged merchandise if UPS request an inspection of questioned merchandise.

Claim completion time will vary as it is dependent on carrier claim processing time. We may require additional information from you to accept your claim including photographic evidence of damage etc.

Errors, Updates and Omissions

Customer please be aware that UPS will not ship to PO Boxes, any order requiring a change in ship to after it has been shipped will sometimes incur a charge by UPS.  This sur-charge may be billed to you. Please double check your order confirmation to ensure the package is being shipped to the correct address.

Undeliverable and returned to NEATO

When using UPS as the shipping method:  if a parcel is returned to us for any reason, UPS will charge a return parcel fee that maybe passed on to you via a reduction to your refund.