As of June 1st, 2021, changes have been made to our Returns Policy. NeoCurly will only accept returns within the first 15 DAYS after purchase. After requesting your return, you have 7 DAYS to mail the items back to us. NeoCurly reserves the right to withhold the refund on returned items shipped outside of the return window. Please note that WE DO NOT provide return shipping labels unless the said return was as a result of our error.Free Standard Shipping Orders Over $75
We ship all orders OVER $75.00 within United States Lower 48 states for free via USPS Priority Mail (2-3 Business Days) with NO signature required.Shipping Cost for Orders Under $75
Shipping rates for orders UNDER $75.00 will be charged at actual USPS calculated shipping rates based on weight and distance. You will see the options at checkout.Alaska, Hawaii & Puerto Rico
Please note that a $10 - $15 up-charge will be applied to all order shipments to Alaska, Hawaii & Puerto Rico.How Do I Track My Order?
We’ll send the tracking number as soon as your order ships so you can check the status and see when your order will arrive. Visually track your package’s journey from checkout to doorstep using Route Order & Package Tracker. The Route App automatically connects to everything you’ve ordered from us and all your favorite retailers while allowing you to visually track your packages, anytime, anywhere.Customer Care Hours
Our support team is available to help Monday - Friday 9:00am-5:00pm Central Standard Time excluding US national holidays. We look forward to hearing from you (877) 636-2875 or firstname.lastname@example.orgRoute+ Premium Package Protection
NeoCurly is proud to partner with Route, the leader in package protection and tracking solutions to offer free product insurance on all orders. All NeoCurly orders are protected from damage, loss, or theft and 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.To file a claim with Route Shipping Insurance is simple and convenient, just click here (or click this link: https://claims.route.com/)
- You will need your Order ID or Route Insurance ID and Email used with the order.
- Your Route Insurance ID can be found in your email from Route.
- Next, select your claim type (Lost, Stolen, and Damaged) and fill out the required information associated with the claim.
- Submit the claim and a Route agent should get back to you within 24-48 hours.
- If you need any assistance with filing a claim, email us at email@example.com
- Easily File a Claim for lost, stolen, or damaged items.
International ShippingNew EU 2021 VAT Rules for Ecommerce
As of July 1st, 2021, buyers will be required to pay VAT on all purchases up to €150. Import VAT and duties will continue to apply on orders above this threshold. NeoCurly has chosen NOT to collect VAT on orders to the EU below €150, customers will be charged upon delivery of the goods by the carrier. In general, the buyer is responsible for paying the additional costs such as duties, taxes, and customs clearance fees.
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 that your Customs Department permits the shipment of our products to your country and what the duties, tariffs, other 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.
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.What Other Countries Do We Ship To?
We now offer international shipping to the following countries
Africa & Asia
Same Day Shipping
Orders placed by 12:30pm CST (Mon-Fri, excluding US National Holidays) will ship same day. Please note that during peak promotional periods it may take up to 2 business days to process your order due to high volumes and extra safety precaution at our warehouse in response to COVID-19.
Incorrect or Incomplete Shipping Address
If you've just got your order confirmation email and have realized you entered the wrong address, or an incorrect address, please contact firstname.lastname@example.org immediately, quoting the order number and the correct address in full, so that we can try to rectify this for you before the order label are processed and printed.
In some cases, we may be able to correct or change the address for you if your order hasn't already been processed.
We cannot guarantee that we will always be able to change an address retrospectively, as it may already have been dispatched.
Once your order is processed, there is nothing we can do to amend the shipping address which was provided. If you have entered an incorrect address or the address you entered does not exist, the shipment will simply make it's way back to our warehouse which usually takes longer than original shipping.
In the event that your order is undeliverable and returned to sender due to insufficient or inaccurate shipping information, we will issue a refund once we’ve received the returned package. Please note that shipping charges are non-refundable.
* NeoCurly is not responsible for delayed shipping on the part of the courier and is unable to provide full or partial refunds for shipping that is due to an error or delay on the courier's part.
* The buyer is responsible for providing the correct shipping address. Before finalizing your order, be certain your shipping address is correct.
* Shipping is a service you purchase from USPS along with your order from us, so any shipping issues must be handled by the currier.
* If you happen to notice that you entered the wrong shipping address, please email us at email@example.com with the correct shipping address before your shipping label is created.
* Once a shipping label is created, we will not be responsible for the incorrect address and the subsequent delivery or undeliverable packages.
Failed Delivery Attempt
If you get a notification that your package delivery was attempted and failed or that the delivery was refused by the carrier, it is the recipient's responsibility to figure out why. Delivery failures happen for a variety of reasons including no access to the drop-off area, incorrect address details, or other barriers to delivery. Please reach out to the carrier as soon as possible to find out why and reach a resolution before the item is returned to us. Keep in mind, initial shipping costs and re-shipping costs on refused or failed deliveries will be at the customer’s expense. Once we receive the returned item, we will process this as a return and will refund you for the items if your order qualifies. We will not reimburse shipping fees however for any orders that are returned to us.
Damaged, Lost, Stolen Package
NeoCurly is proud to partner with Route, the leader in package protection and tracking solutions. We provide free shipping insurance, via Route Package Protection on all orders placed through our website against 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. Please contact firstname.lastname@example.org, and we will file a claim on your behalf. This may take 5-10 business days to investigate with the carrier.
Easily File a Claim for lost, stolen, or damaged items.