Frequently asked questions

Sign in before submitting any wallpaper request or buying a gallery collection. Your requests, saved drafts, animation choices and downloads stay with your account. You can contact support without signing in.

A free request enters the drawing; submitting does not guarantee a wallpaper collection. Each account has 5 lifetime free entries, and each successful submission uses one. You can have only one request on the wheel at a time. After a win, you must wait 31 days before entering again.

Yes. Use Save for later on the request form, then reopen it from My Neptune → Saved. Saving a draft does not submit it, take payment or use a free entry. You can also save gallery collections to revisit later.

Paid custom requests are submitted after successful payment. Free requests are created only if selected in the drawing. When your still previews are ready, open My Neptune → Animation choices to select the included animations. All still scenes remain in your finished collection.

Check your included choices before confirming: you can confirm them only once. Afterwards, you can make one purchase of extra animations at $1 per scene before the final folder is uploaded. Select all the extras you want together; paid choices are final. If you made a mistake, contact support so Neptune can review it.

The gallery shows premade scenes rather than a custom request. Choose your included animation, any extra animations and your device formats before paying. These choices are purchased together in one checkout; you cannot add extra animations to that gallery order afterwards. All five still scenes are included.

No. Neptune prepares the selected animations, assembles your folder and checks it before delivery, including for gallery collections. You can follow your order in My Neptune. A download code is provided when your finished folder is ready.

One ZIP file containing your finished collection folder: all included stills and your chosen animations in the device formats you ordered. Extract the ZIP to open the folder and use the files. Selecting multiple available device formats does not add a charge.

Open Have a code? and sign in with the account that owns the collection. Enter your code to unlock the folder. Your 20-minute download window starts when the code is first successfully redeemed, not when you receive it. You can download or retry during that window, including from My Neptune → Downloads.

Contact support or choose Request another download. Include your full ORDER- or ENTRY- reference, including its prefix, and explain the problem. Neptune reviews the request and can arrange another download or corrected files if needed. Submitting the support form does not automatically reopen access.

Submit the support form with an email inbox you can currently access. It can be different from your account email. Neptune reviews your message and replies by email; reply to that email to continue the conversation. No automatic confirmation email is sent.

Check the notice on the website for which requests are open. A displayed estimated return date can change. You can still browse the gallery and contact support. Saving a request draft does not reserve a place or submit it.