SHIPPING AND RETURNS
We ship internationally and from the United States. Please allow 1-2 business days for our team to process, pack and ship your order.
*Please take into consideration 1-2 business days for processing. For example, if an order is placed on Friday after 12PM Arizona Time, then the order will process and ship out by the following Tuesday.
We do not operate on weekends or holidays.
*Please expect slight shipping delays due to COVID-19. Please contact the mail carrier (UPS, USPS, DHL) for updates regarding your order status.*
WRONG ADDRESS, NOT RECEIVED OR STOLEN ORDERS
Neurohone is not responsible for lost orders due to incorrect address provided by the customer, (this includes wrong apt/house #, wrong street, etc.). Neurohone is not responsible for unclaimed or refused orders. Please contact the mail carrier with full name and tracking number.
Neurohone is not responsible for orders not received if shipping address is correct when placing order. Please contact the mail carrier with full name and tracking number.
Domestic Orders (within the USA) standard shipping is 5-7 business days, excluding weekends and federally observed holidays. Due to the ongoing global pandemic, postal carriers around the globe are seeing delays.
If your order is marked as delivered on your tracking, but you did not receive it, we will assist you in filing a claim with the carrier. This request for assistance with a claim must be made within 7 business days from a package being marked as delivered.
***Please note that filing a claim does not guarantee that we will be able to provide a reshipment or refund. Our resolution will be based on the findings of the carrier once they have completed the investigation.***
Please reference the information and links below to learn more about the claims process.
For claims with UPS: https://www.ups.com/us/en/help-center/claims-support.page
- Claims with UPS can take up to 10 business days.
For claims with USPS: https://www.usps.com/help/claims.htm
- Claims with USPS can take up to 25-30 business days.
For claims with DHL: http://www.dhl-usa.com/en/express/resource_center/claims/claims_faqs.html
- Claims with DHL can take up to 30 business days.
Neurohone does not hold or accept responsibility for packages that have been reported as delivered by the carrier, and this includes stolen or missing packages. We do not issue refunds or credits for packages that the carrier confirms as being delivered.
International orders may incur delays due to customs duty fees and transit, expected arrival is up to fourteen business days from purchase. When a package is shipped internationally, it may be subject to customs and duties. PLEASE NOTE: Neurohone is not responsible for covering these charges.
It is the responsibility of the customer to know import regulations and determine if the purchase is able to be imported into customer's country. Please note that the CUSTOMER WILL NOT BE REFUNDED PRODUCT COST FOR ANY SEIZED OR DESTROYED PACKAGES AS A RESULT OF ORDERING SUBSTANCES NOT ELIGIBLE FOR IMPORT IN RECEIVING COUNTRY.
It is also the direct responsibility of the customer to collect parcel from the foreign postal administration, and failure to do so for any reason will result in shipping charges not being refunded and a return to sender fee of $15 USD being deducted from the product cost refund once the order has been returned to sender.
The goods will be imported on behalf of the consignee/e-buyer. The consignee authorizes Neurohone.net to import the goods on their behalf. Further, the consignee/buyer agrees that Neurohone.net may delegate the obligation to import the goods on their behalf to a subcontractor (e.g. customs broker). The consignee will pay the taxes & duties in addition with the purchase price of the goods.
Please expect slight shipping delays due to COVID-19. Under normal circumstances, our international shipping is 7-14 business days. Please note, though, that carriers worldwide have been impacted by the pandemic and that this transit time may be extended. The majority of carriers do maintain updates on their websites about what impacts they are experiencing.
Neurohone Guarantee: Neurohone strives to keep you totally fulfilled and gratified, which is why we offer a 30-day, money back guarantee. If at any point you decide any Neurohone product is unsatisfactory, remember you are protected by the highest standard 100% money-back guarantee. Just send us the empty bottle and we’ll refund you to the last penny, no questions asked. If after 30 days of use, you are unhappy and would like a refund, here’s exactly what to do:
Contact the Neurohone team by e-mailing us at firstname.lastname@example.org We will gladly provide you with our return address, so as not to waste any materials, and a return confirmation number. This is an easy and effortless process.
Return the empty canister, the Neurohone invoice that you received, and the confirmation number you have been assigned.
It is your obligation to pay the return postage, and we do recommend you opt for tracking and confirmation numbers for verification and efficiency purposes. Note: We must receive the canister within 45 days from the date of original purchase for the refund to be valid.
We will refund your entire order, excluding shipping costs, as long as all bottles purchased are returned.
Empty bottles will be refunded only after sufficient time has passed for a single customer to use product as directed.
These guidelines were created to keep you satisfied, while at the same time ensuring we can continue to provide a quality product to other happy customers for years to come. Returning products without complying with our policy will unfortunately deem your transaction non-refundable.
After complying with the steps above, please allow adequate time for shipping, quality control, and communication with credit card companies and banks as you patiently await your refund.