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Faq

Call Us

1-626-793-7403
11am - 8pm PT
7 days a week

 

Email Us

info@neopasadena.com
24/7 days a week

Orders

Q: How can I search for a specific product?
A: You can search by name, brand, color and/or SKU to find the style you are looking for.

Q: Are all of your products authentic and sourced directly from the brand manufacturer?
A: Yes, all of our products both in-store and online are 100% authentic and sourced directly from the brand manufacturer. We will always guarantee the quality and authenticity of every item we offer in-store and online.

Q: Will your local store have the same merchandise as your website?
A: Although some styles are exclusive to online, other styles are exclusive to in-store purchase - such as special releases. For the most part, our website neopasadena.com will have a larger selection than our store. If you'd like to check in-store availability for any styles you find on our site, you can reach us by doing any one of the following::
 1. Call Our Store 1-626-793-7403
 2. Email Our Customer Service Team info@neopasadena.com

Q: Can I order from your website and pick it up in-store?
A: Yes, you can order from our website and have the item shipped to the store the next business day for pick-up.

Q: How do I make an online purchase?
A: The process to make a purchase on neopasadena.com is completely secure and can be completed in just a few simple steps. Once you find the product that you want to buy simply select your size and then select “Add to Cart". For items not available for “Add to Cart”, there are two available links that will direct you to an order form or our email. In most cases, we will respond immediately to help you complete your order. You can also just give us a call to place a phone order. See the complete purchase process below.

Shopping Cart
Select "View Cart" from the mini cart icon at the top right of the page to review the items in your shopping cart. After reviewing the items, click "Checkout" in the cart summary section.


Billing Address
Please indicate your full billing address. Your billing address will be the address that matches the address on the form of payment you will use for your purchase.


Create an Account
Please indicate wether you would like to create an account or purchase as a guest. Although we do offer you the option to purchase as a guest, to have the best shopping experience with Neopasadena.com we recommend that you create an account with us. Creating a neopasadena.com account offers many benefits that include special promotions and rsvp for product details and more. And as always we will keep your information safe and private. See privacy policy.


Shipping Address
We recommend using the same shipping address as your billing address. If you your shipping address is different, your order may be delayed while we verify your information. All orders are processed through PayPal our trusted merchant.


Shipping Option
Your shipping option will be made available for you. We have two types of shipping options. Free Shipping or for certain Limited Release items there is a flat shipping fee. See Shipping section for details.


Newsletter Subscription
It's trusted, informative and safe. We will do our best to only send you notifications or alerts that interest you. You may unsubscribe at anytime.


Payment
If you have a coupon code or a gift card, you can enter them in at this section. If you are having problems with this part, you can call or email us at anytime. To process your order you will then be re-directed to PayPal for payment processing. Paypal is secure and you do not need a PayPal account to checkout. Once you complete your payment information details and process your payment with PayPal, you will be re-directed back to our site for confirmation and you will receive your Order Number. At this point, you will also receive an email confirmation and we will begin to process your order as fast as we possibly can.


Track Your Order
You can track your order online on our website in the help menu, at the top menu section of our site or you can also se the link in the footer section under "My Account".

Q: What forms of payment do you accept?
A: NEO Pasadena accepts payments through PayPal. For each purchase you make on our site, you will be redirected to PayPal for secure payment processing. PayPal accepts all major credit cards including Visa, MasterCard, American Express and Discover card and more. For a complete list of payment options through PayPal please visit paypal.com. If you are using a gift card or coupon code, the total balance will be recalculated before you are redirected to PayPal to complete your payment. Once payment is accepted you will be redirected back to our site for order confirmation.

Q: How do sizes convert between men's, women's and euro sizes?
A: Click the link to access our amazing sizing chart and see size conversions between men's, women's, and kids' shoes.

Shipping

Q: How much does shipping cost?
A: On most styles we currently offer FREE shipping in the continental US. On occasion we may release limited product online and in these cases there may be a a flat shipping charge. If you’re a Pasadena local, we can even arrange for free in-store pickup the very next day.

All orders are shipped via USPS (U.S. Postal Service) priority mail service and includes online tracking and delivery confirmation.

Q: How long will it take for me to get my order?
A: Here at Neopasadena.com our first priority is getting you your order with free, fast and on-time shipping. All online orders are shipped via the United States Postal Service (USPS). We use Priority Mail Express which usually takes between 1-5 Business days. Product availability will determine when items in an order will ship. Delivery times can also vary depending on the final destination.

Once we ship the items in your order, a shipment confirmation email with your USPS tracking number will appear in your inbox. You may use this tracking number at www.usps.com to monitor your package. You may also search your tracking number in google search for fast results. We also offer a "Track Your Order" feature on our website in the help section.

Q: How can Items be shipped outside the United States?
A: We apologize but unfortunately we are not able to ship products outside of the continental United States at this time.

Q: How can I ship to a PO Box?
A: We do not ship to any PO Box locations at this time. We apologize for any inconvenience this may cause you. Please make arrangements to have your NEO Pasadena purchase delivered to a physical address where USPS is authorized to deliver on our behalf. For more information please call or email us.

Q: How can I ship to a AFO or FPO Box?
A: We do not ship to any AFO or FPO Box locations at this time. We apologize for any inconvenience this may cause you. Please make arrangements to have your NEO Pasadena purchase delivered to a physical address where USPS is authorized to deliver on our behalf. For more information please call or email us.

Q: What if my shipping and billing addresses are different?
A: In order to protect our customers against any potential danger of fraudulent activity, NEO Pasadena has in place several procedures to protect you. One of these measures is to verify that the shipping and billing addresses provided during checkout match. We completely understand that sometimes your billing address and shipping address may be different. But if additional information is needed to completely verify and protect your order, then a customer service representative will contact the cardholder for a final confirmation.

In some cases, this may delay the processing of your order if we are not able to reach the cardholder immediately. Don't worry, if we missed you, just check back with us so we can process and ship your order ASAP.