Frequently Asked Questions

More information on Returns & Exchanges can be found here.

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What are the benefits of Nonstick Ceramic Cookware?
Our Nonstick Ceramic Cookware provides the convenience of nonstick cooking with healthy, all-natural ceramic coatings. Most nonstick cookware is made with PTFE and PFOAs which could be harmful to your health. Learn more.

What are the benefits of Stovetop Ceramic Cookware?
Our Stovetop Ceramic Cookware is extremely thermal-shock resistant, which means you can store it in the freezer and cook with it on the stove without worry. Learn more.

What are the benefits of Antimicrobial Cutting Boards?
Cutting boards are often the epicenter for food-borne microbes entering your kitchen. Using an antimicrobial cutting board can reduce the spread of these microbes. Learn more.

What are the benefits of Borosilicate Glass found in CLOC Glass Food Storage?
Borosilicate glass is superior to soda-lime alternatives because of its thermal-shock resistance and noted longevity. Many products were made with borosilicate glass until a switch was made to soda-lime alternatives because it is cheaper to produce. Learn more.

What are the benefits of Eastman Tritan Plastic found in CLOC Tritan and certain Hydration Products?
Eastman Tritan is a superior plastic noted for its durability, clarity, and eco-friendly production. Products made with Eastman Tritan are BPA-free, microwave safe, and nonreactive (i.e. they do not stain easily or exhibit lingering odors). Learn more.

 

SHIPPING

When can I expect arrival?
In-stock merchandise is usually processed and shipped from our fulfillment center within three business days of the order being approved and received. Please refer to your order shipment confirmation e-mail for delivery details. 

All delivery times are estimated and are not guaranteed by NeoflamShop.com. If you have not received your order within the estimated delivery time, please contact us so that we may help locate your package.
NeoflamShop.com will ship products until the day before a national holiday such as Independence Day or Thanksgiving Day, but not on those national holidays.


What shipping options do we offer?
NeoflamShop.com offers several modes of delivery for your order. Please contact support@neoflam.us for detailed information.

To what locations does NeoflamShop.com ship?
NeoflamShop.com only ships to addresses in the continental United States. Merchandise will only be sent to valid street addresses. Delivery to P.O. Boxes and AFPO is not allowed. (Some addresses may not qualify for our free shipping promotion. Email support@neoflam.us for any questions)

Will NeoflamShop.com ship to multiple locations from a single order?
No. If shipping items to multiple addresses, you must order the items for each address in a separate transaction.

Will you hold an order and ship it at a later date?
All orders are processed and shipped to reach our customers in a quick and efficient manner; therefore, we cannot hold and ship at a later date.

How does NeoflamShop.com calculate shipping and handling charges?
Shipping charges are calculated for each ship-to-address. Contact support@neoflam.us for more detailed information.

Am I responsible for return shipping fees if I return an item purchased on NeoflamShop.com?
If you are returning a defective item, or an item sent in error, you are not responsible for return shipping fees. Under all other circumstances, you are responsible for return shipping costs.

Order Confirmation and Tracking
NeoflamShop.com will send an e-mail after order approval acknowledging your order and provide an anticipated shipping date. A follow-up e-mail will be sent when the merchandise has left our fulfillment center. That e-mail will contain a tracking number. Clicking on that number will bring you to the specific page for your shipment where you can track the shipment.


Damage or Loss During Shipping
NeoflamShop.com is not responsible for any damages or losses that may occur during transit. Please use the tracking number in your shipment confirmation email and contact support@neoflam.us for additional information.

 

ORDERING

 

How do I know if an item is in stock?
NeoflamShop.com takes significant efforts to provide accurate information on product availability. Unfortunately, sometimes errors occur. If you place an order for something we discover to be out of stock, we will contact you so that you may select another item. Should that happen, we apologize for any inconvenience.

Are all Neoflam products available for purchase online?
Most of the items you see online are available for purchase on our website. However, some products featured online may be exclusive to one of our fine retailers. In this instance we will identify the item as such, and direct you to the retailer’s website or location nearest you.

Is In-Store pickup available for items I purchase online?
In-store pickup is not currently available for items purchased on NeoflamShop.com.

What are my payment options?
NeoflamShop.com accepts NeoflamShop gift cards and the following credit cards (when issued from a US banking institution): American Express, VISA, MasterCard, Discover, JCB.

 

How can I check the status of an order placed online?
NeoflamShop.com will send an e-mail after the order is approved acknowledging your order and providing an anticipated shipping date. When merchandise is shipped, you will receive a follow-up e-mail containing the tracking number for the shipment. You can use that to track delivery.

Alternatively, you can contact us at support@neoflam.us.

How is sales tax calculated?
The applicable sales tax is automatically calculated for NeoflamShop.com orders. The sales tax is displayed during the checkout process.

Can I change or cancel my order?
We hope that you carefully consider your purchase before finalizing it at checkout, and we are confident that you will be satisfied with the item you receive. Please see our Returns & Exchange section for more information.

Can I save items for a future purchase?
You may add an item to your cart and we will save this cart for you once you create an account.


Can I use more than one discount code for a single purchase?
No. You may only use one discount code per order.

How can I use discount codes and gift cards?
You can enter in a discount code and gift card when you are ready to checkout. Please note, you can only use one (1) discount code per purchase. You may use a gift card and a discount code for a single purchase (unless otherwise stated in related promotional materials).

How do I determine a gift card balance?
When you receive a gift card you will receive an e-mail with information regarding its balance. You may also email support@neoflam.us for more information.

Can my gift card be exchanged for cash?
No. Gift cards may only be used to purchase items from NeoflamShop.com.

Do gift cards expire?
No. Gift cards do not expire.
However, we will make exception that distributed by the issuer to a consumer without charge under an an awards, loyalty or promotional program. In the case, the gift cards have expiration date of 2 to 6 month.

Can I get a replacement if my gift card is lost or stolen?
Gift cards are electronic and it is the recipient's responsibility to keep the gift card code private and in a safe place. We will not issue a replacement.


Still have a question?
Contact support@neoflam.us