Customer Help
We review customer messages and respond as clearly as possible. For order, payment, shipping, return, or product questions, contact [email protected] and include your order number when applicable.
What is NTE.GLOBAL?
NTE.GLOBAL is an independent fan-merchandise and proxy-purchasing store operated by WeGaming LLC, based in Colorado United States. Our catalog may include independently produced fan-made goods, items from artists or production partners, proxy-purchased collector products, and genuine official merchandise independently sourced through third-party retail or distribution channels. A product described as official merchandise is a source classification for that item only; NTE.GLOBAL is not an official or authorized store.
Pre-sales Questions
For regular products, processing normally takes 5–25 business days before dispatch. Carrier transit normally takes 7–14 business days, so the usual combined estimate is approximately 12–39 business days. Preorders, made-to-order items, customs checks, holidays, remote destinations, and carrier disruption may take longer. A product-specific estimate shown before purchase takes priority.
Unless checkout expressly states otherwise, product prices and shipping charges do not include import duty, import VAT, customs-clearance fees, brokerage fees, or other charges imposed by the destination country, carrier, or customs authority. The recipient is responsible for these charges where applicable. Any charge collected directly by NTE.GLOBAL is shown at checkout before payment.
Some preorder pages use a deposit followed by a balance payment. The product page identifies the first payment as a deposit before purchase. After the deposit is paid and committed to the supplier, it is non-refundable unless the supplier cancels the product, NTE.GLOBAL cannot fulfill it, or applicable law requires a refund. The usual sequence is: pay deposit → supplier production → email balance notice → pay the balance by the stated deadline → dispatch when the product reaches the warehouse.
Email [email protected] as soon as possible with your order number and the correct address. We will confirm whether the change can still be made. We cannot guarantee an address change after fulfillment begins, and an address cannot be changed after dispatch.
NTE.GLOBAL is operated by WeGaming LLC. Our registered business address is 1370 Lamar St, Lakewood, Colorado 80214, United States. This registered business address is not a warehouse or return address. NTE.GLOBAL is an independent fan-merchandise and proxy-purchasing store and is not affiliated with, endorsed by, sponsored by, or officially authorized by Neverness to Everness, Hotta Studio, Perfect World, or related rights holders. For customer service, contact [email protected].
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.
We recommend placing preorder and in-stock products in separate orders if you do not want the in-stock items to wait. If they are ordered together, we may ship them together when all items are ready or divide the accepted order into multiple parcels. We will not add a new shipping charge merely because we split the order. An additional charge applies only if you later request a separate service and agree to its price.
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.
Email [email protected] as soon as possible with your order number. We will confirm whether cancellation is still possible. Cancellation is not guaranteed once fulfillment has begun and does not apply to a committed preorder deposit, a customized or made-to-order item already in production, or a product clearly marked as non-cancellable.
Contact [email protected] as soon as possible. We will review the parcel after it is returned. If delivery failed because of an incomplete or incorrect address, refusal, failure to collect the parcel, or unpaid destination charges, any refund or reshipment may exclude costs that we cannot recover, to the extent permitted by law. We will disclose any reshipment cost and obtain your agreement before proceeding.
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 email [email protected] promptly with your order number and clear photographs or video of the item, outer packaging, and shipping label. After verification, you may choose either a refund of the eligible item price or one complimentary replacement, subject to availability. If a return is required because of our error, we will provide instructions and handle the required return cost in accordance with our Refund and Returns Policy.
Please email [email protected] promptly with your order number and clear photographs or video of the item, outer packaging, and shipping label. After verification, you may choose either a refund of the eligible item price or one complimentary replacement, subject to availability. If a return is required because of our error, we will provide instructions and handle the required return cost in accordance with our Refund and Returns Policy.
International shipping from China depends on destination and the product’s package class. WooCommerce charges the rate for the most expensive shipping class in the order, rather than adding every class rate together. The exact amount is displayed before payment. Current United States, United Kingdom, Canada, and Australia class rates are published in our Shipping Policy.
For an approved return, NTE.GLOBAL initiates the refund to the original payment method within 5 business days after the designated return facility receives and inspects the item. PayPal, Stripe, the card network, your card issuer, or your bank may need additional time to post the credit. Contact [email protected] if the provider’s normal posting period has passed.
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 NTE.GLOBAL, “Official Merch” is a source classification for an individual product represented as genuine official merchandise and sourced through third-party retail or distribution channels. It does not mean that NTE.GLOBAL is an official store or an authorized representative of the relevant rights holder. Available source, packaging, regional labeling, or authenticity information is stated on the individual product page. Contact us before purchase if you need clarification.
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.
Normally, no. Unless checkout expressly states otherwise, import duties, import VAT, customs-clearance fees, brokerage fees, and similar destination charges are not included in the product price or shipping charge. The recipient is responsible where applicable. A charge collected by NTE.GLOBAL at checkout does not guarantee that no additional government, carrier, or customs charge will arise.
You may ask to cancel an unshipped order by emailing [email protected]. Cancellation is not guaranteed once fulfillment has begun and does not apply to a committed preorder deposit, a customized or made-to-order item already in production, or a product clearly marked as non-cancellable. An eligible regular product may be returned within 30 days after delivery if it is new, unused, and in its original condition. We do not offer general exchanges for preference, size, color, or change of mind. For a verified defective, materially damaged, or incorrect item, you may choose either a refund of the eligible item price or one complimentary replacement, subject to availability. Please review our Refund and Returns Policy before requesting a return.
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.
If the FAQ does not resolve your question, contact us.
E-mail: [email protected]
Phone & WhatsApp: +86 131 6908 1227
Operator: WeGaming LLC
Registered business address: 1370 Lamar St, Lakewood, Colorado 80214, United States
This is not a warehouse or return address.