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    Shipping & Return Policy

    Shipping & Return Policy

    NEOSHIPPING INFO

    Shipping Information (US)

    We offer FREE domestic ground shipping to all U.S. states and Washington D.C. (excluding Alaska and Hawaii) on all merchandise orders $150.00 and over (excluding taxes). All other shipping or promotions may include a fee.

    Shipping Delivery Times

    Orders must be placed by 12pm EST to start processing on the same day and most orders will be shipped within 2 business days of receiving the order. Delivery times are based on orders placed between Monday – Friday (excluding U.S. federal holidays).

    International Shipping

    International shipping costs will automatically be calculated based on the weight of your order. All international orders will be shipped through DHL.

    You are responsible for any additional local taxes or fees levied upon delivery, by your local jurisdiction, for purchasing items outside your country.

    Business Days & Holidays

    Orders ship Monday - Friday, excluding federal holidays within the United States.

    Packages do not ship from our distribution center on the following holidays (UPS orders only):

    • New Year's Day
    • Martin Luther King Jr. Day
    • President's Day
    • Memorial Day
    • 4th of July
    • Labor Day
    • Thanksgiving
    • Christmas

    Tracking Orders

    Tracking and order information will be sent via email when your order is ready to be shipped.

    For more information or questions, please email hello@neolastin.com.

     

    RETURNS & EXCHANGES

    Our Policy

    If your product is defective or damaged in transit or you did not receive the product ordered, you may submit a return and refund/exchange request, within 30 days from shipping for a full refund or equal valued exchange. To be eligible for a return, your item must be unused, unopened (product seals), in its original packaging, and in the same condition that you received it. Returned items that are used, damaged or altered in any way (other than by way of defect or damage during transit) are not eligible for return or exchange and may be sent back to the customer. Product samples are not eligible for return or exchange.

    Bundled product offerings are final sale; however, if any product within the bundled product offering is defective or damaged in transit or you did not receive the product ordered, you may submit a return of the damaged, defective, or erroneously provided item within 30 days from shipping for an exchange equal in value to the product’s retail price or a refund calculated by applying the retail discount applied to the bundled product offering to the individual product.

    If you are returning an item because it is damaged or defective or you did not receive the product ordered, we will provide a prepaid return label. We cannot accept returns for orders damaged or missing in transit via a mail forwarder.

    If you have used a product and are not completely satisfied, please contact us and one of our specialists will work with you to find a product that is tailored to you.

    Returning Your Purchase

    After reading through our above Return Policy, please send us an email by going to our Contact section at the bottom of the homepage to process your eligible returns. In your email, please state your name, whether the item is damaged/defective or you received the wrong product, as well as your order number. We will then provide you with further instructions as to how to ship back your purchase.

    Return/exchange items must be postmarked within 30 days of the date the order was shipped to you, otherwise they may not be eligible for return or exchange.

    Once your returned/exchanged item is received and inspected, we will send you an email to notify you that we have received your returned/exchanged item. We will also notify you of the approval or rejection of your refund or exchange. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, usually within 10 business days, or, at your election, a new product will be shipped to you in accordance with our standard shipping policies.

    Refunds

    Your refund will be credited to the original payment method. A 15% restocking fee may be applied.

    All orders that have been sent to a destination within the US or Canada, will have their sales taxes refunded. Customs duties and sales taxes from orders placed outside of the US or Canada are non-refundable. These fees may be recovered by contacting your local customs bureau.

    Please note that refunds can take up to 15 business days to show up on your account as a result of varying processing times of payment providers.

    Late Returns

    All returns must be sent back within 30 days of the shipment of your purchase.

    Gift Returns

    To make a gift return, please email us at hello@neolastin.com and our customer service team will assist in your return.  Gifted items are only eligible for store credit or an exchange.

    STILL HAVE QUESTIONS?

    We are here to help. Simply submit your inquiry by clicking the contact us button below and our customer service team will be in touch shortly.