Shipping & Returns
Shipping Policy
Thank you for choosing NeoTuple. We ship to all of the United States. Below, we detail how our logistics and delivery process works:
All orders are processed within 1 business day after payment confirmation. Orders placed on weekends or holidays will be processed on the next business day.
The delivery time starts counting from the shipping date and varies according to the option chosen at checkout:
Once your order has been shipped, you will receive an email with the tracking code and instructions on how to track your delivery. It may take up to 24 hours for the code to be activated in the carrier's system (USPS, FedEx, DHL, or UPS).
The customer is responsible for providing the correct address. If the package is returned due to an incomplete address or after several unsuccessful delivery attempts, a new shipping fee will be charged for resending if the express shipping option was chosen.
If you receive your order with the packaging damaged or the product damaged, please contact us immediately by email (neotublesite@gmail.com) with photos of the incident so we can resolve the problem.
Return & Exchange Policy
Our goal is to ensure you are 100% satisfied with your purchase. As we work with international distribution centers, we follow the guidelines below:
If you received a damaged item, a manufacturing defect, or something different from what you ordered, please contact us within 7 days of receipt via email
(neotublesite@gmail.com). Send clear photos of the product and packaging. In these cases, we will arrange for a replacement item or a full refund at no additional cost.
If you change your mind, we accept returns within 30 days of delivery, provided the product is in its original packaging, unused, and with all accessories.
The cost of return shipping due to buyer's remorse is the customer's responsibility.
Contact our support team for instructions and the correct return address. Do not send the product back to the address on the packaging label (supplier's address), as it will not be processed for a refund.
Non-Refundable Items
Gift cards.
Personal care or hygiene items (if opened).
Products clearly on "clearance" sale.
Once the returned item is received and inspected, we will notify you by email. The refund will be automatically applied to your credit card or original method of payment within [7] business days.