1. Order Processing & Timeframes

All orders are processed and prepared for shipment within 1–3 business days of purchase. Processing time excludes weekends and public holidays.

Once your order has been processed and dispatched, you will receive a shipping confirmation email with tracking information.

Please allow processing time before your order is handed to the carrier. Tracking information becomes active once the package is collected by the courier.

2. Shipping Methods & Carriers

We partner with multiple reputable carriers to ensure reliable delivery. The shipping method available for your order depends on your location and the contents of your purchase.

Typical shipping options include:

• Standard Shipping: 5–10 business days
• Express Shipping: 2–5 business days
• Priority/Overnight: 1–2 business days
• Local Delivery: Next business day (where available)

Delivery times are estimates and may vary based on carrier performance, weather conditions, and other external factors.

3. Shipping Costs

Shipping costs are calculated based on destination, order weight, dimensions, and the selected shipping method. All applicable shipping fees will be clearly displayed before you complete your purchase.

Promotional offers, such as free shipping or discounted rates, may apply to certain orders. Eligibility conditions will be displayed at checkout.

Once an order is placed, shipping charges cannot be refunded unless the order is cancelled prior to dispatch.

4. Tracking & Delivery Updates

Upon shipment, you will receive a shipping confirmation email containing your tracking number and a link to monitor your package in real-time.

Tracking information is updated by the carrier throughout the delivery process. Please check the carrier's website for the most current status updates.

We also send delivery notifications to the email address associated with your order. Ensure your email account is active to receive updates.

5. Delivery Address & Instructions

Please ensure that the delivery address provided at checkout is accurate and complete. Incomplete or incorrect addresses may result in delivery delays or failed delivery attempts.

If you have special delivery instructions (such as "leave at door," "ring doorbell twice," or directions to a side entrance), you may add these during checkout or contact us before your order ships.

We cannot guarantee that delivery drivers will follow custom instructions, but we will do our best to communicate your preferences to the carrier.

6. Package Acceptance & Inspection

Some orders may require a signature upon delivery. If a signature is required and no one is available to receive the package, the carrier will typically leave a notice and arrange a redelivery attempt.

Upon receipt, please inspect your package for visible damage before accepting it. If the package appears damaged, you may refuse delivery or note the damage on the delivery receipt.

Report any damage or missing items to us within 48 hours of delivery for prompt assistance.

7. Delayed or Lost Shipments

If your package does not arrive within the estimated delivery window, please check your tracking number for updates. Delays may occur due to weather, carrier delays, or other unforeseen circumstances.

If your package is more than 5 business days late or marked as lost by the carrier, contact us immediately with:

• Your order number
• Tracking number
• Proof of the delay or loss from the carrier

We will file a claim with the carrier and work to resolve the issue promptly. You may be offered a replacement or refund depending on the outcome.

8. Damaged Shipments

If you receive a package with visible external damage, document the damage with photos before opening the package. If the contents are damaged or missing:

• Do not discard the package or packing materials
• Contact us within 48 hours with photos of the damage and packaging
• Provide your order number and tracking information

We will work with the carrier to file a claim and offer you a replacement or refund.

9. International Shipping & Customs

For international orders, customs duties, taxes, and import fees may apply depending on your country of residence. These charges are the responsibility of the recipient and are not included in our quoted shipping price.

International shipments may take longer to arrive due to customs clearance procedures. Please be prepared for potential delays and ensure your contact information is accurate so customs authorities can reach you if needed.

We are not responsible for customs delays or additional charges imposed by your country's government.

10. Refused or Unclaimed Deliveries

If you refuse a delivery or do not collect a package within the carrier's retention period, the package will be returned to us. In such cases:

• Original shipping charges are non-refundable
• Return shipping costs may be deducted from any refund
• Processing fees may apply

Please ensure you are available to receive your delivery or reschedule if necessary.

11. PO Boxes & Special Addresses

Some carriers may not deliver to PO boxes, military addresses, or certain remote locations. If your address falls into these categories, we will notify you before processing your order.

For military or alternative delivery addresses, please contact us to confirm shipping availability and any applicable additional fees.

We reserve the right to cancel orders if delivery to the specified address is not feasible.

12. Liability & Limitations

While we take great care in packaging and shipping your orders, neuplena is not liable for losses caused by carrier negligence, natural disasters, or circumstances beyond our control.

Liability for shipping-related claims is limited to the value of the items ordered. We strongly recommend selecting signature-required or insured shipping for high-value items.

For questions about insurance or high-value item shipping, please contact our customer support team.

13. Order Modification & Cancellation

Orders can only be modified or cancelled before the package has been handed to the carrier. Once processing has begun, changes are no longer possible.

If you wish to modify or cancel your order, please contact us immediately with your order number.

Cancellations received after dispatch cannot be accommodated and may require the use of our return process instead.

14. Policy Updates & Contact

This Shipping Policy may be updated periodically to reflect changes in our operations or carrier partnerships. Updates will be published on this page with a revised effective date.

For questions, concerns, or shipping issues, please reach out to our customer support team:

[email protected]