Terms of Service

NEAL ILLUSTRATOR TERMS & CONDITIONS

Please review the following terms and conditions ("Terms") that govern your use of and purchase of items/products from https://nealillustrator.shop.com (referred to herein with titles such as as “Neal Illustrator Shop,” “Neal Illustrator Online Store,” or more colloquially “Shop,” “Online Shop,” “Online Website,” “Online Store,” “Us” “Our,” & “We.”) whether accessed via mobile technology, desktop, or via any other interface. By using the online website to purchase goods, or access information, you acknowledge and agree to follow and be bound by these Terms.

Prices of our products are subject to change with the rising and shifting production cost of goods, as we do not wish to sacrifice quality for quantity. Items may not be priced the same at in-person events (including but not limited to conventions, panels, and social media promotions.) We attempt to portray all colors and features of merchandise accurately on our product pages, though it shall be noted color-hue-display-shifts built into customer’s devices may alter the accuracy of the exact colorations. Neal Illustrator reserves the right to alter product information without any notice. Merchandise availability is not guaranteed as it may be low in stock. The only way to guarantee a purchase of items is by successfully ordering an item before stock runs out, as we have many limited edition runs, often stated at the product’s description. A shipping confirmation & update on tracking ascertains a successful order.

PLACEHOLDER TEXT

Certain items may be part of a limited edition collection, (AKA “Drop,”) and are exclusively sold during this window. As the neallillustrator.shop.com store grows, we will be pivoting toward having year-round items available, but no items released during drops are guaranteed to become part of the year-round collection. Inquiring about the return of limited edition items through customer service channels, and flooding help pages with these requests will not make the probability of the item becoming a year-round item more likely, as it only creates more work for our customer service team to sort through. There will be opportunities to vote on social media polls on Neal Illustrator’s social pages, and you can sign up for Neal Illustrator’s Newsletter for firsthand information about when new products arrive to the online store. Unless otherwise noted, “Drop” windows open on Eastern Standard Time. We cannot guarantee stock availability on drop days, as all purchases are a first come, first serve basis, and as stated above, unless payment is completed and a confirmation email is on your inbox, the item in your cart is not a guaranteed purchase.

DISCOUNTS/CLEARANCE. Discounts are only eligible for the duration of sale advertised on the website. Discount codes may not be added to an order after it has already been processed. Discounts/sales codes do not stack on top of gift cards.

Any clearance items marked FINAL SALE, are not eligible for returns or exchanges. Clearance items are not eligible for return for a refund, store credit, or an exchange. Clearance items include those that are listed in the "Clearance" section on neallillustrator.shop.com, discounts are already applied. Items that are NOT in the clearance section or do NOT have a pre-determined discount are still viable for a return or exchange.

For more information regarding returns, please see the Return Policy. Discounts are only eligible while supplies last.

Price Matching will not be upheld on the Online store, as items may be priced differently at in person events versus on the Neallillustrator.shop.com website.

RETURN POLICY

In the event that you wish to return an item purchased from our online store due to it being (including examples but not limited to:) the wrong size, or a gift for a friend that they already have, the item must have photos of the quality the item arrived in before returning, and must be returned in the same state of quality to the fulfillment center.

Items purchased at LIVE events such as conventions are not eligible for return to the fulfillment center via the online interface, as there was never an order number created through the Shopify system through Nealillustrator.shop.com. You can read the full extent of our Return Policy Here.

PACKAGE PROTECTION

When you opt-in for Package Protection at checkout, your return shipping label is included in your physical order, allowing you to return any item(s) in your order for an exchange or store credit for FREE. This is advantageous if you are gifting someone an item. The physical shipping return label must be used to send back the item in order to activate the package protection.

If you request a full refund and did not purchase package protection, your items may still be returned, but you, the customer, will be responsible for the cost of the return shipping label.

All returns are subject to the guidelines outlined in our Return Policy.

If you purchase Package Protection with your order, your return shipping label will be covered! If you opt to not buy Package Protection, or would like a full refund, given proof that the item is in acceptable condition, but customer will have to cover the cost of the return shipping label.

Free returns via Package Protection must follow all guidelines listed within the return policy. Items must be returned within the designated return window. To be eligible for a refund, exchange, or store credit, items must be in new condition and unmarred, so it can be used for resale. Final-sale and special discounted items are NOT eligible for free returns. *Restocking fees may still apply.

RETURNS: Can be made for eligible items within 30 days of receiving your order. The following items are NOT eligible for a refund or exchange:

Clearance Items
Damaged/Worn/Washed/Used Items
Items purchased at live events such as Conventions

Eligible items can be returned for a refund or store credit through our Return Portal after getting approval through our customer service representative.

Refunds will be processed within 1-5 business days depending on the payment method and information.
An email will be sent to the address attached to the order once processing has began.
Store Credit will be ready to use once issued. The store credit sent via email will not expire.
Items that are marked as "Final Sale/Clearance" will not be eligible for a refund return.
Shipping is NOT included the refund/store credit amount.

EXCHANGES:

Eligible items can be returned in exchange for the same item in a different size or another item of equal value (for example, if the customer ordered the wrong size on an apparel piece.) Exchanges can be made within 30 days of the day of the items were received. Item must be in the same condition it was received in, so it can be resold, in order for it to be eligible for exchange.
Exchange orders will be fulfilled within 3-5 business days of the time the exchange order was created and approved.
An email with a new order # and tracking # will be sent out via email when applicable.
We are unable to process exchanges for items no longer available on our website, or items that were purchased at live events such as Conventions.
Items marked "Final Sale/Clearance" will not be eligible for an exchange.

GIFT RETURNS

We accept returns for store credit on items received as gifts. We do not however process refunds or exchanges for gifts. Gift giver will not be notified of any returns made on the gift.

*Use of our Return Portal is only eligible for orders made in the Domestic US at this time. At this time, we are unable to accept returns & exchanges for orders made outside of the Domestic US. For International exchanges or returns, customer must contact our customer service team nealillustrator.help@gmail.com, for their specific case.

Neal Illustrator Shop will not share any of our customer’s personal information (including but not limited to name, email address, phone number, etc.) with anyone outside of our customer service, and fulfillment team, for the sake of delivery. Read our Privacy Policy here.

Please let us know how your experience with customer service and delivery was via our feedback form sent post your item’s delivery. Please send us customer reviews, we love seeing how a bit of Neal magic brightened your day!

Any reviews including personal or confidential information, such as but not limited to a visible address left behind in an image review, will be un-published, to protect the customer. We reserve the right to deny or un-publish any review on our website without prior warning that contains any confidential information, slander, hate speech, etc.

FAQ can be found here: (hyperlink to FAQ PAGE.)

Thank you again for your support! We can’t wait to make more awesome merchandise and media for you.

Returns and Exchanges

Returns:

Can be made for eligible items within 30 days of receiving your order. The following items are NOT eligible for a refund or exchange:

Clearance Items
Damaged/Worn/Washed/Used Items
Items purchased at live events such as Conventions
Refunds will be processed within 1-5 business days depending on the payment method.
An email will be sent to the address attached to the order once the refund has began processing. If an invalid email is attached to the order, the return will be rendered invalid.
Store Credit will be ready to use once issued. Store credit will be issued to the email attached to the order, and does not expire.
Items that are marked as "Final Sale/Clearance" will not be eligible for a return of any kind.
Shipping is NOT included the refund/store credit amount.

Exchanges:

Eligible items can be returned within 30 days of delivery for an exchange. You may swap for the same item in a different size, an item of equal value, or a higher-value item by paying the difference. Can be made within 30 days of the day the items were received.
Items that are eligible can be processed by using our Return Portal*.
Exchange orders will be fulfilled within 3-5 business days of the time the unwanted item is dropped off at a post office.
An email with a new order # and tracking # will be sent out via email when applicable.
We are unable to process exchanges for items that are sold out on our website.
Items that are marked as "Final sale" will not be eligible for an exchange.

Gift Returns:

We accept returns for store credit on items received as gifts. We do not however process refunds or exchanges for gifts. Gift giver will not be notified of any returns made on the gift.

Discounts are only valid while supplies last. Additional discounts may not be added after an order has been placed.

PRIVACY POLICY

When you purchase something from our store, personal information such as the customer's name, address and email address, are collected for delivery purposes.

Upon purchase, consent has been granted to the fulfillment team at Neal Illustrator Shop for the use of completing the delivery, and this purpose solely.

We may disclose your personal information if we are required by law to do so, or if our Terms of Service have been violated.

PAYMENT
If you choose a direct payment gateway to complete your purchase, Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After completion, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands including but not limited to Visa, Mastercard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
You can read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy) to learn more!

Any third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us. (IE, our fulfillment team ensuring your package gets to you.)
However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.
Please have full understanding of any/all privacy policies of any third-party payment providers, personal information will be handled by providers is clear.

IE, If your home is in Mexico, and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.
Leaving nealillustrator.shop.com or redirecting to a third-party website or application, rescinds the Privacy Policy of our website’s Terms of Service.

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
*If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

The privacy policy may be altered at any time, so please review it upon each purchase. Changes and clarifications will take effect immediately upon our online store’s updating. Upon policy changes, notifications will be distributed to anyone subscribed to our shop’s email list, so our customers are aware of any/all information collected, used, or disclosed. If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

“Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.

“Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.

“Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.

Sharing you personal Information
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

Short Messaging Service (SMS)
We respect your privacy. We do not sell, rent, or otherwise transfer for profit any phone numbers or customer information collected through the program to any third party.

We will only use information you provide through the program to transmit your mobile messages and respond to you, if necessary. This includes, but is not limited to, sharing information with platform providers, phone companies, and other vendors who assist us in the delivery of mobile messages. We reserve the right at all times to disclose any info as necessary to satisfy any law. When you complete the sign up process, you agree to these terms & conditions.

Our store is hosted on Shopify Inc. The online e-commerce platform allows us to sell our products and services to you. Your data is stored through Shopify’s data storage, behind a secure server & firewall.

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