Contact Us
Thank You for Your Interest
We are delighted that you have taken the time to learn more about SophiaDolls and Nea Matia. If you have any questions about our company, our products, or an order, please contact our Customer Care specialists by sending an e-mail, by calling (toll-free), or by writing to us at the address below.
E-mail: customerservice@neamatia.com
Phone: 1-260-423-DOLL (3655)
Toll Free 1-800-678-3698
Address: Nea Matia, Inc.
c/o Customer Service
825 S. Barr Street Suite 300
Fort Wayne, IN 46802
Our Customer Care specialists are available:
Monday-Friday: 9am to 9pm (EST)
PLEASE DO NOT COMBINE PRE-ORDER MERCHANDISE WITH AVAILABLE MERCHANDISE OR YOUR AVAILABLE ITEMS WILL NOT SHIP UNTIL THE PRE-ORDER COMES IN!
Cancellations of Pre-Orders items will incur a 25% restocking fee.
You may also apply payment of a pre-order to a new order as a store credit.
Ship dates are quoted per the manufacturer and may change due to production issues.
We can not guarantee a ship date.
Please note that there are sometimes delays in receiving new merchandise due to production or shipping issues that we have no control over. We will ship merchandise as soon as we receive it. Also note that the pictures we have online are pictures of prototypes and sometimes the final product may be slightly different than the original prototype.
The merchandise will ship to you as soon as it is in stock. In the event that merchandise does not come in within 6 months of estimated ship date you can receive a full refund with no restocking fee.
Return Policy
We want you to be delighted with your Nea Matia purchase. If, for any reason, you would like to return or exchange an item, simply return it according to the instructions below within 15 days of purchase in original condition.
A 25% restocking fee will apply when returning items. We will replace it with another item or give you a store credit.
We will not issue a refund only a store credit!
IF YOU REFUSE A PACKAGE and it is returned to us you are liable for the shipping charges both out to you and back to us. If the package is received damaged we will not issue a credit we will file a damage claim and you will have to wait for the claim to be approved to be reimbursed.
More on Returns and Exchanges
At Nea Matia, customer satisfaction is our number one concern. We will do our very best to satisfy each and every customer to the best of our ability each and every time. Any unused, brand new merchandise, in their original boxes or packages, may be returned for exchange or store credit within 15 days of receipt (less the shipping cost). Nea Matia assumes the "ship to" costs on items with "free shipping" only on purchases that are not returned. A 25% restocking fee will apply when returning items. Before returning an item, you must obtain a "Return Authorization Number". Our customer service representatives can give you more information. Defective merchandise after the 15 day period is under warranty by the manufacturer, and we encourage you to please read the warranty information enclosed with each product. If you should receive any item that is "defective on arrival", please contact us immediately so we can replace the item at our expense. If you choose not to receive a replacement shipping charges are not refundable and the restocking fee will apply. Please open your package and inspect upon receipt. Claims for products that are received damaged must be made within 5 days of receipt.
Return Instructions
Before returning an item, please e-mail us at customerservice@neamatia.com. We will issue you a return authorization. Without a return authorization all packages will be refused. Write the reason for your return on the packing slip you received with the item. Enclose the packing slip with explanation with the item and ship, prepaid an d insured via UPS to:
Customer Service
6202 Constitution Way Suite D
Fort Wayne, IN 46804
Any improperly packaged or noninsured packages will be returned to sender. Items that show signs of wear or have been altered or damaged in any way cannot be accepted for return.
All sales become final after 15 days.
Methods of Payment
We accept the following payment methods:
- MasterCard
- Visa
- Discover/NOVUS
- American Express
- Gift Certificate
- Merchandise Credit
- Discount Coupon
If you choose to send in your order by mail, make your check or money order payable to "Nea Matia”. Please do not send cash. Returned checks are subject to a service charge for the greater of $15 or the maximum amount allowed by state law.
Shipping & Delivery
When will my order ship?
In-stock items usually ship within 24-48 hours.
When will my order arrive?
In-stock orders are typically delivered within 7-10 business days unless a quicker ship method is chosen.
Refunds, Exchanges, Returns
Once a returned item has been received at our distribution center, it will take seven to ten business days to receive your refund or process your exchange.
If you have a question about a return, refund, or exchange, please email us at: customerservice@neamatia.com or call 1-800-678-3698 (toll free).
latest news
09/18/07
Product Safety
The safety of our children is a major priority for Nea Matia Inc. and SophiaDolls. As a result we have adopted a strict product safety assurance program for all of our products.
