Shipping Policy

NeoCurly Shipping Policy

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/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 customercare@neocurly.com

Free Shipping to the Lower 48 States $75 Plus
We offer Free Shipping to our customers only to the lower 48 United States. Order ship via major carrier including USPS, UPS and FedEx with NO signature required. 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 and starts at $4.99.

Alaska, Hawaii & U.S Territories
We offer Free shipping on all orders over $100.00 to Alaska, Hawaii & U.S Territories

All orders shipping to Alaska, Hawaii and U.S. Territories must be delivered via UPS 2 Day Air or UPS Overnight with an additional $9.00 charge.

P.O. Boxes & APOs/FPOs Addresses
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 Times
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.

Subscription Boxes

Subscription orders/boxes over $75 ship for free, all other subscription orders below $75.00 starts at a flat fee of $4.99

Incomplete, Incorrect, undeliverable Address
When an address is incomplete or incorrect our shipping carriers may charge a fee for locating the correct address so that the package can be delivered. This is a rare occurrence and we will attempt to contact the customer before the package ships if the address appears incorrect or incomplete. NeoCurly does not guarantee free replacement of orders with incomplete/incorrect addresses. If an item is returned to us due to an incomplete or incorrect shipping address, shipping fees already incurred on the package becomes non-refundable. If a replacement order is requested, a re-shipping must be paid before the order can be re-sent. However, if a package is delivered incorrectly because of an incomplete or incorrect shipping address, the order is seen as delivered because it is delivered to the exact address provided to us during checkout, and it is not returned to us. In certain special circumstances however, NeoCurly can arrange for a replacement shipment, this only applies to orders that are delivered and not returned to us.

Refund Guarantee
We fully guarantee and stand by our products. If there is any discrepancy with your order, please contact us by phone (877) 636-2875 during normal business hours or via email customercare@neocurly.com
Route+ Shipping Insurance
We’ve partnered with Route! | Purchase Route+ at checkout to protect your order from loss, damage or theft. We now offer Route package protection to help cover the cost of lost, damaged or stolen packages
 
Fully protect your orders with Route+
NeoCurly is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be 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. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.

Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked delivered. Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 (20 for international) days and within 30 days from the last checkpoint.
 
Claims for Lost, Stolen, Damaged Packages
Route package protection to help cover the cost of LOST, DAMAGED or STOLEN packages while allowing you to visually track all your orders for FREE
 
What is Route+?
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.
Purchased Route+ and need to file a claim?  

File here



Where is my order?
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. 
Download Route’s mobile app
 
What if my order never arrives or is stolen?
To protect your order against loss or theft, add Route+ package protection at checkout. When you add Route+, 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.

What if my order is damaged?
To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. 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.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at customercare@neocurly.com and we will be happy to work with you to remedy the situation.

What do I get when I insure my order with Route+?
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.

What are Route’s terms and conditions?

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

How do I file a claim for my lost, stolen or damaged order?
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.

Does Route+ cover stolen items?

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

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

Damage, Lost and Stolen Products, Orders and Claims
To protect your order against loss or theft, add Route+ package protection at checkout  When you add Route+, 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.

NeoCurly is NOT responsible for lost, stolen or damaged (during transit) packages that have a Delivery Confirmation by tracking information to have been delivered correctly to the address entered by customer at checkout for the order.

International Shipping 
International delivery typically takes anywhere from 7-21 business day once shipped and it may take additional time depending on the speed of the carrier and Customs Service delays in your country. International shipping rates are calculated in real-time directly from our shipping carriers like USPS, FedEx, and UPS with NO handling fees added to orders.
 
What Countries Do We Ship To?
We now offer international shipping to the following countries
If your country is not included in the list, this only means that we do not have an estimate, yet. Send us a note at customercare@neocurly.com and request us to add your country.
 
International Shipping Costs & Delivery Time Frame

Europe
Australia [8/10]
Austria [4/8]
Belgium [8/14]
Denmark [8/14]
Finland [4/8]
France [8/14]
Germany [4/8]
Greece [4/8]
Ireland [4/8]
Italy [8/4]
Netherlands [4/8]
Norway [8/12]
Poland [4/8]
Spain [4/8]
Sweden [4/8]
Switzerland [4/8]
Turkey [8/14]
United Kingdom [4/6]
Latin America
Argentina [8/14]
Barbados [8/14]
Brazil [8/14]
Chile [8/14]
Colombia [8/14
Costa Rica [8/14]
Ecuador [8/14]
Jamaica [8/14]
Mexico [8/14]
Panama [8/14]
Peru [8/14]
 Africa & Asia
Algeria [8/14]
Angola [8/14]
Egypt [8/14]
Morocco [8/14]
Nigeria [8/14]
South Africa [8/14]

Israel [8/14]
United Arab Emirates [8/14]
 
International Order Processing 

All International orders takes 3-4 business days to process and ships via USPS Priority International and should arrive in approximately 8 - 15 business days after your order has processed. International orders aren't eligible for free shipping at this time.

What is Custom Duty?
Customs duty is a tax that is determined by the customs authority of your country based on product type, value, weight and dimensions. Customs duty is established by your customs authority.

What Is Clearance Delay?
Clearance delay is when a package is held up at customs or the border. Customs may inspect your package due to a product name, description, commodity type, and/or value. Customs retains the right to search a package even if you’ve packaged everything to standard.

Customs, Duties and Taxes

Australia, Canada, Germany and United Kingdom, Duties and Taxes will be calculated automatically at checkout. All other countries Duties and Taxes require payment on delivery. All international packages shipped via USPS First-Class Mail International Service with tracking numbers, but the postal service does not typically provide real time tracking until the package has been delivered. Please note that minor adjustments to the shipping rate may be required depending upon the country of shipment and the current carriers shipping rates.

Shipping to Canada

Canada Customs requires Canadian recipients to pay applicable duties and taxes on each shipment entering Canada. These charges may include PST, GST, HST, duties and other taxes of goods (e.g., excise tax). A brokerage fee is also charged to process shipments and present the requisite customs paperwork to Canada Customs on the importer’s behalf.

All Other International Shipping
In general, the buyer is responsible for paying the additional costs such as duties, taxes, and customs clearance fees. These charges can vary widely and are often based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties, and fees of the destination country.

NeoCurly is NOT RESPONSIBLE for any additional charges that may apply after a purchase is completed. We do not calculate or collect taxes or duties from you. It is the customer’s responsibility to check if your package is subject to customs fees, duties, and taxes and to be sure the your Customs Department permits the shipment of our products to your country and what the duties/tariffs/fees may be upon delivery. Otherwise your package may be held at your local customs office. We do not give refunds on the shipping charges of the package if it is refused by Customs Department or by yourself, due to regulations, taxes or duties. If the package is seized by customs for any reason and not returned to us, we cannot issue a refund.

Last update: October 01, 2020