Shipping Policy

United States

FREE shipping on order total $75.00 and above

Standard shipping (4-7 business days): $5.99

Estimated delivery times are based on business days and do not include weekends or holidays. Based on your location, delivery may take between 3-7 business days from when your order is processed. All orders placed after 1:00 PM (CST), will be processed on the next business day.

Alaska, Hawaii & Puerto Rico

Please note that a $10 - $15 up-charge will be applied to all order shipments to Alaska, Hawaii & Puerto Rico.

Canada

FREE shipping on order $75 ($105 CAD) and above

Standard shipping (7-30 business days): $25 USD

Based on your location, delivery may take between 7 - 30 business days from when the order is processed. All orders placed after 1:00 PM (CST), will be processed on the next business day.

International orders are shipped on a DDU (delivery duty unpaid) basis. Delivered duty unpaid (DDU) simply means that it's the customer's responsibility to pay for any of the destination country's customs charges, duties, or taxes. Where this may apply, you will need to pay these associated charges, duties, or taxes to facilitate the release of your package from customs before it is delivered to you.

If your package is held at customs, you should check tracking information of your order to determine if you need to be create an accounts with carriers’ website to pay for the DDU online to facilitate release of your parcel for delivery (instead of being able to pay cash at delivery).

Missing Shipments

Most orders are delivered within 5 working days. In the unfortunate case that your order never comes and you believe your items may have been lost in transit, please notify us within 10 days of your order date. If our tracking system indicates “stuck in transit” or have been lost in transit you will be eligible to apply for a refund or replacement.

“Stuck in transit” simply means that the delivery is taking longer than usual due to a number of factors including weather delays, damaged shipments, or lost package.

In the event that your order is undeliverable and returned to us 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.

Incorrect Shipping Address

If you've just received your order confirmation email and realized you entered the wrong address, or an incorrect address, please contact customer care 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 its way back to our warehouse which usually takes longer than the original shipping time.

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. 

Missing Refunds

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, refunds may take 3-5 days for the funds to post to your account depending on your banking institution. NeoCurly reserves the right to verify any refund requests and request a return of the products you purchased.

Track Your Order

Our refund and return policies are subject to change. You should therefore consult www.neocurly.com at the time of your purchase to confirm the current refund and return policy