Customer Service
Neptune Enterprise Shipping Policy
Free Shipping*
We offer Free shipping to the lower 48 on all orders over $150! Orders over $150.00 will receive Free Shipping via USPS parcel post to a physical address anywhere in the continental United States or to an APO/ FPO address. Any shipment outside of this area will not be eligible for Free Shipping* and will be billed accordingly.
*Free shipping will no longer be available for over size items including Winter Bags (ski and snowboard travel bags) skis, snowboards or any other item that is over 10lbs.
With gas surcharges and freight fees reaching insanity, we'll do everything we can to get you your gear quickly and at a great price. If it's over $150 and under 10lbs it ships free to the continental US. And, if you place your order before the close of business Monday-Friday we'll also do our best to get it on a truck by the end of the day.
Expedited Shipping
USPS Parcel Post mail can take 7-10 days to arrive. If you chose, expedited shipping options are available at additional fees. Expedited shipping methods, however, are not included in the Free Shipping Policy. USPS Priority or Express Mail must be selected at checkout, or USPS Parcel Post is assumed.
Sales Tax
Sales tax will apply only to Tennessee residents. International customers are subject to all addition shipping costs, customs, duties, and tariffs as stipulated by the receiving country.
In-Stock
While we do our very best to ensure an accurate inventory for your shopping ease, unfortunately product does sell out. This usually happens when two or more customers order the same item at the same time, before we have a chance to update inventory. If this happens to your order, you will be notified in a timely manner and we will offer you suggestions to help fulfill your need.
Order Tracking
Most orders are shipped within 48 hours of receipt of order. An email confirmation is automatically generated and sent to you upon placement of order. Likewise you will receive an email when your order is shipped containing the tracking information (if applicable). You can track the status of your order at anytime, including shipping information, by using our login "My Account" page and selecting "Tracking Info."
International Orders
- Brands/Products We Cannot Ship Outside the US
Snow skis and snowboards will not be shipped internationally. Shipping Methods
International orders will be shipped via USPS. The actual shipping charge is queried from the XXX Rate Servers and displayed, so you know how much your international shipment will be. XXX calculates shipping cost by one standard dimension. Sometimes your order will fall outside that dimension. In that event you will be contacted regarding additional shipping costs. Orders to Canada can not be shipped to a P.O. Box. Returns / Exchanges for international orders are subject to return shipping costs.
Calculate Shipping Rates
At checkout, you will be asked to enter your address in the billing and shipping fields. Once you change the country, the page will show you the shipping charges.
Customs, Tariffs, Duties
Shipments outside the United States may be subject to tariffs, duties, value added tax (VAT), etc.
These costs are your responsibility.
They are not included in shipping charges.
Neputunediving-ski.com is not responsible for any import taxes applied by some countries on international orders. If you refuse to pay import or customs tax levied by the country to which your order was shipped, your order may be destroyed or otherwise disposed of by said authorities. If this occurs you will not be entitled to any refund from the U.S. or any of its affiliated partners. Credit cards from outside the U.S.A may require additional verification.
Excluded Countries
Due to dealer agreements, some brands cannot be shipped outside of the US.
Spyder
Thorlo
Hot Chillys
Smartwool
Returns Policy
Purchases may be returned for a full refund, excluding shipping charges, as long as Neptune Enterprises, Inc. is notified by either phone (615-356-5051) or email esales@neptuneshop.com within 10 days of receipt and all returns are post-marked within 30 days of receiving your order. All shipping costs incurred by returns are at the expense of the customer. The product must be in its original "new" condition and in its original factory packaging with all instructions, tags, and accessories. Items returned not meeting these conditions may be deemed ineligible for return and consequently the customer will be responsible for all return shipping costs. Please note that we can process refunds only for items purchased from www.neptuneshop.com and that shipping costs will be waived only if the return is the result of our error. For items that we shipped as ordered, shipping charges are non-refundable. Free Ship items that are returned for credit will be evaluated by case and may be charged original shipping costs.
Please Note: Any of the following items cannot be returned and will be refused if shipped to us for the purpose of a return.
- Special Orders
- Bathing Suits without protective strips and all tags
- Clearance Items
- Any item which has incurred damage through use, accidental or intentional
Insurance is recommended on all items being returned, all damage or loss of items during shipping is the responsibility of the customer making the return.
If you have a possible warranty situation or questions concerning refund eligibility, do not send the product(s) back. We may be able to save you time and money.
Special Offers
Buy one Get one sales
For a limited time only, purchase items and receive the second item 50% off. Half off item only applies to items of equal or lesser value of purchased item once added to the basket. Offer subject to change as Neptune Enterprises, Inc. reserves the right to modify or cancel this promotion without notice. Consumer pays any sales tax. Limit one per customer. All items included in this promotion are final sale. Not valid with any other offers or promotions, including already marked clearance items.
Internet Coupons
Coupons such as Groupon, Vista Blueprint, and Edo are not valid with any other promotions. Policies set by these companies are followed by Neptune Enterprises, Inc and will be enforced.
Your Privacy
Thank you for reviewing our policies regarding any personal information you may choose to provide at our website. At Neptune Enterprises, we take your privacy very seriously and carefully protect any and all information entrusted to us. We only collect information that helps us serve you better and that you voluntarily provide. We do not share your information with anyone else unless you've approved of such sharing in advance.
What Information We Collect
The following types of information may be collected at this website (if you volunteer it):- your e-mail address
- your first and last name
- your street address, city, state and ZIP Code
- pertinent information specific to an event or activity (where relevant)
- Credit card or other billing information (credit card information is not stored in our servers)
- For order confirmation, to take, process or deliver your order, process or obtain payment, or notify you of the status of your order.
- To facilitate the renewal of subscriptions for products or services
- To provide you with effective customer service and/or technical support
- To provide you with a personalized shopping experience
- To provide you, with your consent, with product updates and upgrades, special offers, pricing information, newsletters, and any other information you request
- To undertake, with your consent, any other promotional activities
- To improve this Web site, the customer experience, and related products or services
More About E-Mail & Postal Addresses
If you supply us with your e-mail and/or postal addresses, and do not specify otherwise, you may receive periodic messages from us with information on new products, services or upcoming events.
If, later, you decide you no longer wish to receive such messages, you may let us know by sending an e-mail, calling or writing us. To ensure we correctly identify you (many names are similar), please be sure to include your complete name and address and all e-mail addresses that may be associated with your record. This helps us accurately locate your information in our file. Such information will only be used to comply with your request.
Statistical Data
Our servers (as most) track IP addresses and referring pages to help with site maintenance and improvements. This data is viewed only as anonymous statistics to show the busiest times of the day or week, pages with errors and how effective our advertising has been. This information is not used for any other purpose.
If you would like to see your contact information we have on file, please stop in or let us know to what address you'd like us to send a copy.
Our Service Providers
Neptune Enterprises, Inc. employs other companies, including our affiliates, to provide services to us or on our behalf. For example, we may use other companies to maintain this Web site, to process credit card payments, detect and prevent fraud, deliver packages, send mail or e-mail, or provide customer service. These companies are required by contract to use the personal information we share with them only to perform services to us or on our behalf and to protect the confidentiality of your personal information.
Periodic Updates
Please check this page for periodic updates on our policies regarding any personal information you've provided to us via our website. Thank you for visiting us online. We appreciate the opportunity to serve you.
If you have any questions pertaining to your privacy, please feel free to contact us at esales@neptuneshop.com.