Frequently asked questions

Orders & Payment

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What payment methods do you accept?

We accept PayPal and major credit cards, including Visa, MasterCard, and American Express. All payments are processed securely using SSL encryption.

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Can I change or cancel my order after placing it?

Yes. You can request changes or cancellations within 24 hours of placing your order by contacting us at support@netecomus.com.

After 24 hours, orders are sent to production and cannot be modified or canceled.

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Can I change personalization details after ordering?

Unfortunately, no. Personalized items cannot be edited once the order is finalized. If needed, please contact us within 24 hours to cancel the order and place a new one.

Shipping & Delivery

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How long does production take?

All items are made to order. Production typically takes 3–5 business days.

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How long does shipping take?

Estimated delivery times after production:

  • USA: 5–12 business days
  • International: 7–14 business days

Shipping times may vary during holidays or peak seasons.

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How much does shipping cost?

Shipping costs depend on the product type, destination, and order value. Exact shipping fees are displayed at checkout before payment.

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Why hasn’t my tracking updated yet?

Tracking information may take 24–48 hours to update after the shipping label is created. This is normal while the carrier processes your package.

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My order says delivered but I didn’t receive it. What should I do?

Please check with family members, neighbors, or your local carrier. If the issue persists, contact us within 48 hours and we’ll assist you.

Returns & Refunds

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Do you accept returns?

Because our products are made to order, returns are not required and generally not accepted unless there is a product issue.

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When am I eligible for a refund or replacement?

You may request a refund or replacement within 30 days of delivery if:

  • You received the wrong item or design
  • The product has a printing or quality defect
  • The package was damaged or lost during shipping
  • Items are missing from your order
  • Errors occurred during production

Photo evidence is required for review.

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What issues are not eligible for refunds?

Refunds are not available for:

  • Incorrect addresses provided at checkout
  • Refused deliveries
  • Size or color dissatisfaction for apparel
  • Theft after carrier-confirmed delivery

Please review product details and size charts carefully before ordering.

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Do I need to return the item?

No. In approved cases, you do not need to return the product. We will issue a refund or send a replacement directly.

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How long does it take to receive my refund?

Once approved, refunds are processed within 7–10 business days. The refund will be issued to the original payment method.

Products & Quality

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Are your products personalized or handmade?

Many of our products are personalized and made to order. Each item is carefully produced to match your selected options.

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What materials do you use for coloring books?

Our spiral-bound coloring books are printed on premium paper, single-sided to prevent bleed-through. We recommend using colored pencils or crayons.

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Are your products eco-friendly?

We are committed to quality and sustainability, using responsibly sourced materials whenever possible.

Tracking & Support

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How do I track my order?

Once your order ships, you’ll receive a tracking number via email. You can track your order on our Track Order page.

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What if I can’t find my tracking number?

Please check your spam or junk folder. If you still can’t find it, contact us and we’ll help.

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How can I contact customer support?

Email us at support@netecomus.com

Support hours: Monday–Friday, 9am–5pm (Eastern Time)