Customer Help
We will read every single message you send and respond thoughtfully—absolutely no AI involved. We treat every fan with genuine warmth and enthusiasm, ensuring you receive a high-quality customer experience.
What is NTE.GLOBAL?
NTE.GLOBAL is an independent fan-made merchandise and proxy purchasing store for Neverness to Everness fans. We help fans discover NTE-inspired apparel, accessories, collectibles, cosplay items, and other related products. NTE.GLOBAL is not affiliated with, endorsed by, sponsored by, or officially authorized by Neverness to Everness, Hotta Studio, Perfect World, or any related rights holder.
Pre-sales Questions
Shipping time typically consists of production time plus transit time.
Production time is 7–15 business days (some pre-order items may take longer).
Yes, the product price already includes taxes (for Brazil and Chile, customs duties may need to be paid by the recipient).
Pay Deposit → We Tally Order Quantities → Production Completed → Notify Buyers via Email → Pay Final Balance → Shipment Successful
Contact Our Customer Support
[email protected]
We will update your address for you.
Yes, we are a legitimate and legal company.
You may request photos or videos of the warehouse packing process from our customer service team; the service fee for taking these photos is $1.
First, we do not recommend purchasing pre-order items together with other products, as doing so will result in an extended overall waiting time.
If there is a significant time gap between the shipping dates for in-stock items and pre-orders, our warehouse will ship the items in separate batches. (Please note that this may incur additional costs.)
After-Sales Issues
Once your package has been shipped, a tracking number is typically sent automatically to your email address. You can use the provided tracking link to view real-time shipping updates for your package.
If your product has not yet been produced, we can refund the full order amount, minus a transaction fee of 3–5%.
For example, for $100, a transaction fee of $5 will be deducted.
Please contact us as soon as possible at [email protected].
We will contact the carrier to arrange for redelivery; please note that for certain countries/regions, a processing fee ranging from $10 to $30 may apply for redelivery. (Therefore, please ensure that you accurately enter your phone number and email address when placing your order.)
If your package is lost, please contact our customer support team at [email protected].
We will provide one free reshipment or issue a refund for your items.
Please send photos or a video of the package you received to [email protected].
Once we have verified this, we will resend the package to you.
Please send photos or a video of the package you received to [email protected].
Once we have verified this, we will resend the package to you.
Shipping costs depend on the size of the package and the shipping speed; for oversized packages, the fees will be relatively higher.
Refunds are typically returned to your original payment method within 5–10 business days, depending on your credit card bank.
More Questions
No. NTE.GLOBAL is not the official Neverness to Everness store. When official or licensed merchandise channels are available, they are usually the safest first choice for fans. NTE.GLOBAL is an independent option for fan-made merchandise, proxy-purchased items, and clearly labeled NTE-related products.
On the NTE.GLOBAL website, the “Official Merch” category refers to products from official or officially authorized retail channels. This label indicates that the product originates from the official Neverness to Everness store. Each Official Merch product has the official logo and anti-counterfeiting label.
NTE.GLOBAL aims to be transparent about product source, processing time, shipping time, and refund rules. Before ordering, customers should check the product description, size chart, shipping policy, and refund policy. If you are unsure whether an item is official-sourced, fan-made, or proxy-purchased, please contact us before placing an order.
Proxy purchasing means that NTE.GLOBAL helps overseas fans purchase or source products from another market or retail channel. Proxy-purchased items may require extra processing time before international shipping. Availability, pricing, packaging, and shipping time can change depending on the original source, supplier, and destination country.
Yes. NTE.GLOBAL may offer fan-made or independently produced merchandise inspired by Neverness to Everness. Fan-made items are not official products unless clearly stated otherwise on the product page. We recommend checking each product’s source label before ordering.
Each of our product categories clearly indicates the product’s origin. “Official merchandise” means the product comes from official or authorized retail channels. “Fan-made” in the product title means the product was independently made by the creator or supplier. “Purchased through an agent” means NTE.GLOBAL assisted in sourcing the product from other markets or procurement channels.
Shipping time depends on the product type, stock status, production time, proxy purchasing process, destination country, and customs clearance. Some items may require additional processing time before they are shipped internationally. Customers can check the product page and shipping policy for the most accurate estimate.
Customs duties, import taxes, VAT, and local fees are typically determined by the destination country or region. (Normally, taxes are included.) Due to recent policy sensitivities in Europe, some import duties are subject to change at any time. Please refer to our EU Tax page for more details. For other countries, these fees are usually included in the product price or shipping costs unless explicitly stated at checkout.
Cancellation, return, and exchange eligibility depends on the product type and order status. Custom-made, made-to-order, fan-made, or proxy-purchased items may have stricter cancellation and return limits. If you need to change or cancel an order, please contact us as soon as possible before the item is processed or shipped.
Official or licensed Neverness to Everness merchandise channels are usually the best first choice when they are available and accessible in your region. NTE.GLOBAL is useful for fans who want independent fan-made designs, proxy purchasing help, or NTE-related merchandise that may not be easy to buy internationally. We encourage customers to compare product source, shipping time, refund rules, and official availability before ordering.