Shipping Policy

Customer Care Hours

Days: Monday - Friday
Hours: 9:00 am - 5:00 pm (CST)
Email: customercare@neocurly.com
Excluding weekends and public holidays
Thank you for choosing NeoCurly - we look forward to hearing from you!

USA (Lower 48 States)

• FREE SHIPPING on orders of $75 or more.
• $4.99 shipping fee for orders totaling $74 or less.
• $12.99 shipping fee for APO, FPO, PO Box address.
• USPS, UPS, FedEx  are our main shipping carriers.
• Delivery typically occurs in 3-7 business days from order processing.

Alaska, Hawaii, & Puerto Rico

A $15 additional charge will be applied for shipments to Alaska, Hawaii, Puerto Rico, and the U.S. Virgin Islands.

PO Box Deliveries

Shipping to PO boxes is not eligible for free shipping. Please note that we do not ship to PO boxes in Hawaii, Alaska, Puerto Rico, or countries outside of the USA. Delivery times vary based on your location, typically ranging from 5 to 8 business days from the order processing date. Your understanding of these shipping terms is greatly appreciated.

Canada & International Shipping

The cost of international shipping will be calculated and presented at checkout. The system takes into account factors like the destination country, package weight, and chosen shipping method to determine the shipping cost. This transparent process ensures that customers are informed about the international shipping expenses associated with their orders before completing the purchase.

For international orders, be aware that duties and taxes will be calculated based on your destination country's regulations. These charges are imposed by customs authorities to cover import duties and taxes. Please acquaint yourself with your country's customs policies and be ready to pay these charges upon delivery. Currently, we ship to the following countries and territories

Order Processing

Our order processing occurs Monday to Friday, excluding holidays. If you place an order after 3 PM CST, the processing begins on the next business day. This ensures that we efficiently handle and fulfill your orders within our regular business hours.

Please ensure to verify your address details during the ordering process as we cannot be held responsible for errors on your part. Once you submit the information and we generate a label, your shipping address is considered final.

Order Cancellations

Regrettably, canceling an order after placement is currently impossible due to our high order volume. To cancel or amend an order, please reach out to us via live chat or email promptly.

Returns

NeoCurly confidently supports the quality of our products and provides a proud 30-day money-back guarantee on all purchases. Although our Returns Policy undergoes occasional updates, our dedication to ensuring your satisfaction remains steadfast. If, for any reason, you find yourself dissatisfied with your purchase, you can freely request a refund within 30 days of the purchase date. Simply email us at customercare@neocurly.com with your Order Number in the subject line and explain the reason for your refund. Your satisfaction is a top priority for us.

Exchanges

We can only provide replacements for items that are defective or damaged. If you wish to exchange it for the same item, please send an email to customercare@neocurly.com, and we will assist in making the arrangements.

Missing Shipments

Typically, orders are delivered within 5 working days. If your order is delayed and you suspect it's lost in transit, notify us within 15 days of your order date. If our tracking system indicates non-delivery or loss in transit, you can apply for a refund or replacement. Unfortunately, if our tracking shows safe delivery, we can't offer refunds or exchanges.

Delayed Order Refund

If you're still awaiting a refund, check your bank account or Credit Card Company, as processing times may vary. If the issue persists, please contact us at customercare@neocurly.com

Shipping FAQs - Answered

How to check order status? We'll keep you informed through email and provide the tracking number once your order is shipped. This allows you to monitor the status and estimated arrival. Alternatively, you can log into your NeoCurly account, go to "Order History," and access real-time updates on your order status.

How to track your order? To monitor your order, utilize the tracking number found in the shipping confirmation email. Access our Order Tracking Page and input the tracking number to receive immediate updates on your shipment's location and status in real-time.

Does NeoCurly cover international duties and taxes? For international transactions, customers are responsible for any customs duties or taxes imposed by their respective countries. Customers engaging in cross-border shopping should be aware of and adhere to their country's customs regulations and taxation policies for a seamless experience.

Incorrect address entered. Next steps? Reach out to customercare@neocurly.com promptly. If your order hasn't been processed, we might assist in changing the address. If your order is undeliverable or returned due to inaccurate shipping information, a refund will be processed upon notification of the return/receipt. Keep in mind that shipping charges are non-refundable. For additional assistance, contact customer care.

Lost or stolen order. What to do? If your order is missing or you suspect it's lost or stolen, contact our Customer Care team within 15 days of your order date. We will investigate the issue, and if necessary, assist in processing a refund or replacement.

Carrier holding my shipment. What to do? If your carrier delays your shipment, reach out to them directly for specific delivery instructions. In certain situations, the carrier may require an address update, possibly incurring an extra fee. NeoCurly is not responsible for covering additional charges resulting from address changes. To circumvent extra fees, request the carrier to hold the shipment at the nearest location for convenient pickup.

Delivery attempt failed. What to do? If a delivery attempt fails, the carrier will usually leave a notice with instructions on how to reschedule delivery or pick up your package. Follow the instructions on the notice or contact the carrier directly for further assistance.

Our refund and return policy are subject to change, so we recommend reviewing our current Returns Policy at the time of your purchase to stay informed about the latest terms. If you have any additional questions or need support, feel free to reach out to our Customer Care team via email. We're here to assist you.  

Last Updated: March 1, 2024