Frequently Asked Questions

We receive many different questions everyday, so instead of making you email us and wait for a reply from us (although we normally reply quickly!), we have decided to list some of the most asked questions!


Who/what is Shop Neopia?

Shop Neopia is a site designed to help you achieve your Neopets dreams! We are a team of Neopets players that have been playing since the beginning. Over the years we have worked hard to become the as good as possible at the game, and in doing so we accumulated a massive amount of neopoints, UC pets, accounts, and more!

Do you need my password for Neopets?

The only time we will need your password is if you are purchasing an avatar lend. We will never need your password for any other types of purchases, including pets, items, or anything else that we offer.

Can I get frozen for buying from you?

Buying neopoints and other Neopets products is a violation of Neopets Terms and Policies. There is always a slight risk factor when buying, no matter how legitimate the product is. That being said, safety is our number one concern, and we are proud to be able to say that we have never had a buyer get frozen for buying from us!

If I do get frozen for buying your goods, will you refund my money?

Absolutely! If somehow you do get frozen, please contact us immediately. If it were something of our doing then we will be happy to offer a full refund. Same applies if we determine that you followed all steps provided with your inquiries. We WILL NOT refund you if you get items and neopoints illegitmately yourself, or from another source. We normally alert you when we think you are doing something that is risky, or possibly purchasing too much to be safe. UC purchases are never refunded unless inquiried and came to agreement. We may offer instore credit/ or compensation

What makes Shop Neopia better than other sites?

There are several things that make us better than the other sites. First off, all of our stock is all legitimately earned. Not only does this mean that we don't scam other players to get anything, but it means that it is also much safer than you might find elsewhere. Another great thing about Shop Neopia is our pricing - we are constantly adjusting out prices to beat other sites, as well as stay in-sync with current prices on Neopets!

What forms of payment do you accept?

We currently accept Paypal, Western Union, Interac e-Transfer and Moneypak. We are also able to accept several types of credit cards through our secure, PayPal checkout!

How long will it take to receive my order?

Most orders are fulfilled in less than 12 hours, however that can sometimes range up to 24-48 hours depending on the complexity/availability of the items that you order. If we expect your order to take more than 24 hours, we will do our best to contact you as soon as possible.

How can I protect my account while buying from you?

We have a series of guides designed to help our customers stay safe when purchasing from us. You can browse these guides here!

Do you offer discounts for bulk purchases?

Depending on the size of your order, we are open to discussing possible discounts. Please contact us if you are planning on making a large purchase!

Can I sell neopoints to you/for you?

Unfortunately, we cannot support this. We don't know how you get your neopoints/other goods, and we do not want to put our customers in danger of buying illegitimate products.

Can you tell me the name of a pet/account before I buy?

We are not able to give out usernames/pet names. This is to protect the safety of the final buyer. They will have peace of mind knowing that only them know that their account was purchased.

What is a shell account?

A shell account is simply an empty account that can be used for starting over, or storing items/pets.

How do I receive my items/neopoints/accounts?

Accounts: We will email you the username, password, birthday, and pin for your account.
Items: Items can be sent straight to your account or loaded on a complimentary shell account - if you would like them sent to your account, please leave your username in the box at checkout.
Pets: All pets will come on complimentary shell accounts.
Neopoints: Purchases of 1,000,000np or less can be offered on your trades, or loaded onto a complimentary shell account. Anything more than that will automatically be loaded onto a shell account for you!

What is Instant Delivery?

You can read all about Instant Delivery here!

Do you offer refunds/exchanges?

We are able to offer refunds/exchanges on items in certain conditions, but this is based solely on our discretion and will be decided on a case by case basis. We cannot offer refunds/exchanges on accounts, pets, or pure neopoints.

I have a question that wasn't answered here!

Please use the form located here to contact us if you have any further questions, comments, or concerns. We will reply back to you within with 24 hours!


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