FAQs

Shipping

COVID-19 Impacts Delays
We hope that you and those around you are and remain safe. We are privileged to have you as a customer and even in this unprecedented times, we are working hard to continue serving you as you expect. We are experiencing a 2-3 day delay in processing and shipping some orders including orders with domestic or international expedited shipping. Our top priority is maintaining the health and safety of our NeoCurly team and. We’ll continue to add to this policy as things change. If you have any questions or concerns, please contact our customer care team member at: customercare@neocurly.com

Shipping rates for standard delivery of orders $75.00 and above ship FREE within the continental United States (No promo code required) Shipping rates for standard delivery orders under $75.00 are calculated based on weight and distance. For more information please refer to our Shipping Policy

You may return or exchange your item(s) for any reason within 15 days of purchase if the original purchase was made on neocurly.com. Please note that return shipping fees are non-refundable and are the responsibility of the customer. To ensure expeditious delivery, we recommend that you send your return via UPS or insured Parcel Post. For more information please refer to our Returns and Exchanges Policy

Orders being sent to P.O. Boxes and APOs/FPOs addresses must be shipped via the United States Postal Service.
Priority delivery options REQUIRED for APO, FPO, and PO boxes with 5-8 Business Days delivery time 

Order processing time is between 1-2 business days, Monday - Friday during normal business hours excluding federal holidays within the United States. Orders placed after 2:30 PM CST will be processed and shipped the next day. If your order is placed on Saturday, Sunday or a Public Holiday, the first handling day will be the next business day.

Expedited Orders: For same-day processing, expedited and overnight orders must be placed by 2:30 PM CST for same-day processing 

When you place an order, then a shipping confirmation email or an SMS with the shipping confirmation and tracking number is automatically sent to your email or phone number.
If you still have a question? Email us at customercare@neocurly.com, and we’ll be more than happy to help!

Route Order Tracking
Download Route’s mobile app for iOS from the App Store to visually track your package and receive real-time notifications on its estimated delivery. 

Route: Order & Package Tracker

If you receive an incomplete order, or your package never arrived, please email customercare@neocurly.com and include your order number. If we're unable to locate the order, we'll issue a free replacement order or a full refund. 

Contact customercare@neocurly.com immediately. In some cases, we may be able to change the address for you if your order hasn't already been processed. 

Please contact our Customer Care team at customercare@neocurly.com
Please be prepared to provide photographic evidence of the damage you experienced, and we’ll take it from there! 

We're so sorry to hear you want to cancel your order with us. We can only cancel orders that have not yet been processed for shipping and are still in our warehouse. Please contact customercare@neocurly.com 

Properly package your return to prevent damage in transit. Use the original NEOCURLY packaging if available and include a copy of your invoice. 

Send via UPS, FedEx or USPS to:
NeoCurly Co.
Attn: Order Returns
1108 Commerce Dr.
Richardson, TX 75081

 

NEOCURLY is not responsible for lost or stolen shipments. You will be responsible for filing a claim with the carrier or Route+, by selecting Route+ at checkout your order is protected from DAMAGE, LOSS, or THEFT. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed.

Route+ package protection 

Route offers you "peace of mind" package protection for all of your orders at an affordable price ($0.98 USD for carts below $100, and 1.5% - 5% for carts greater than $100). With Route, you don't have to worry about what to do if your order is lost, stolen, or broken. Simply report an issue, and we will refund or reorder your item(s). 

NEOCURLY is pleased to offer direct shipping to many of our customers outside of the United States. For all international destinations, details are provided here. If your country is not included in the list, this only means that we do not have an estimate, yet. Send us an email at customercare@neocurly.com and request us to add your country. 

We regret that we are unable to refund your original shipping charges unless the return was the result of our error.

Please allow 7-10 business days from the receipt of your returned package for your return credit to be processed. A confirmation email with your refund details will be sent to you. Please note, Refund may take 3-5 days for the funds to post to your account depending on your banking institution. 

Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the top status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state of the art SSL (secure sockets layer) encryption to protect your personal information from unauthorized use. NEOCURLY does not store credit card information on our site. For more information, view the privacy policy here 

My Account

Do not create a shared account with anyone. Your NEOCURLY online account is only for you. Individual accounts allow us to best serve you and protect your personal information. 

Here are several reasons a tracking email may not have been received.
Spam mail: Make sure to mark customercare@neocurly.com as a safe sender or add us to your address book.
Order Processing Delays: We frequently have amazing sales and promotions that may cause a delay in our warehouse. Our goal is to process orders within 1-2 business days of the order date, but due to the influx of orders, it may take additional business days.
Package Scanning: In some cases, the mail carrier may miss scanning your package once it leaves our facility. Please contact us at customercare@neocurly.com for further assistance.  

Log into "My Account"
Enter email address in the "Reset Password" textbox
If you are still having issues resetting your password, please email customercare@neocurly.com or call 1 (877) 636-2875 

Log into "My Account"
Click Edit under your address
or click the "Add a new address" button.
If you are still having issues resetting your password, please email customercare@neocurly.com or call 1 (877) 636-2875 

Product Information

NEOCURLY products are proudly formulated, filled packaged in the USA utilizing domestic and imported components. Our Tool & Accessories are made in China. 

Yes - All of our products are safe on color treated hair 

Yes!
NEOCURLY is a cruelty-free brand, no animals are ever harmed during the production of our products. We make certain all ingredients we use are never tested on animals or derived from their by-products. 

NEOCURLY products are free of cyclic silicones. Additionally, we may use silicones in some formulas where these particular silicones enhance the products’ effectiveness, don’t compromise on performance and are water-soluble, meaning they will not build up on hair and are non-toxic. 

The key to discovering the best products for your individual curls is understanding your curl type and condition.
Visit the Insights page to identify your curl type and needs, and for guidance on finding the best products for your unique curls. 

The one thing you should always do before using a new skin/hair care product is perform a spot test prior to use if you feel you may have a heightened level of sensitivity to certain ingredients. If some allergic reactions have occurred, please discontinue use and consult your physician or medical care provider immediately. Also reach out to us and let us know what product gave you the allergic reaction. Contact us at: customercare@neocurly.com 

Yes! We only use 100% natural fragrance or essential oil blends in our products. A blend of essential oils, fresh petals physically extracted by steam or cold pressing from plants (almost always organically grown), not chemically altered from their natural state or derived with solvents. 

Afterpay - Shop Now, Pay Later

Buy Now Pay Later with Afterpay 
Afterpay allows us to offer our customers the ability to make purchases now and pay for them in four equal payments made every 2 weeks without any interest.

Just shop neocurly.com and check out as usual.
At checkout, choose Afterpay as your payment method.
You will be directed to the Afterpay website to register and provide payment details (Visa or Mastercard).
If you’ve used Afterpay before, just log in to your Afterpay account. Then complete your order – it’s that easy!
Please note, all items in your shopping bag must be eligible for Afterpay, and the bag value must be between $35 and $1,000 

All Afterpay customers are required to make their first payment at the time of purchase. The remaining three payments are deducted automatically every 2 weeks in equal installments from your selected payment method. If you would like to make additional unscheduled payments before they are due, you may log in to Afterpay to make your payments early. Afterpay will then adjust the amount owed accordingly. You can log in to your Afterpay account anytime to view your payment schedule or make a payment before the next due date. 

Afterpay is only available to customers with a US billing address.
Customers with international billing addresses will not be able to create an Afterpay account. 

If funds are not available at the time the automatic payment is due, you will be charged an $8.00 late payment fee by Afterpay. An additional $8.00 fee will be charged if the missed payment is not made within 7 days. Late fees will not exceed 25% of the total order. Please see Afterpay Payment Purchase Agreement.

Afterpay orders are delivered within our standard shipping timeframes like any order from www.neocurly.com. Free standard shipping is available for orders over $75.00. Visit our Shipping page for more information. 

Use this text to answer questions in as much detail as possible for your customers.

Payment Methods & Taxes

We accept PayPal payments, Discover, Mastercard, Visa or American Express. 

We collect State sales tax on orders shipped to the following states: Texas (list is subject to change as we open new locations)
Tax is estimated at the time an order is placed and a final calculation of the actual sales tax will be reflected on your order confirmation email!

1. Add your favorite NeoCurly product to cart.
2. Click "checkout"
3. On the right hand side click on the promo code option 

Unfortunately NO; you can only use one special offer per order.

If your promo code isn't working, try these troubleshooting steps.
Some of our promotions only apply to specific products, sizes, or must meet a min purchase amount. Please check the restrictions of the promotion code.
Most promotions have an expiration date, make sure you check the details of the promo code to see if it’s still valid.
Some promo codes require you to be logged into your account, use your account email and password to log into your account.
Clear the browser cache - Clear the Cache and Cookies in your browser to remove old promotion codes that might be saved. 

Route Shipping Protection

Route is a mobile app that allows you to visually track all of your online orders in one place.
No need to dig through your email for tracking numbers, dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.

Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. Haven’t downloaded the app yet?

Download here  

Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours. 

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/ 

If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim.
You can also file a claim here: https://claims.route.com/
Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.

Yes!
When you insure your orders with Route+, stolen items are eligible for reorders or refunds
.

Yes.
Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.