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How long does shipping take?
Processing typically takes 1–3 business days. Most orders then arrive within 7–20 business days; delivery time depends on the product, shipping method and destination, and some orders can take longer. See our Shipping Policy for details.
What is your return policy?
You can return eligible items within 15 days of receiving them if they are unused and in their original packaging. Return shipping is paid by you for a change of mind, and by us if the item is damaged, wrong or not as described. Full details are in our Return and Exchange Policy.
Which payment methods do you accept?
We accept major credit and debit cards and PayPal where available. See the Payment Policy for full details.
How do I track my order?
Use the Track Your Order page with your order number and billing email, or use the tracking number in your shipping confirmation email (carrier updates can take a few days to appear).
Can I cancel my order?
Yes, until it ships. Email support@neulons.com with your order number as soon as you can. Once an order has shipped it cannot be cancelled, but you can return eligible items after delivery — see our Return and Exchange Policy.
How long do refunds take?
Once a refund is approved we process it within 3–7 business days, back to your original payment method. Your bank, card provider or PayPal may need a little longer to show it.
Do I have to pay customs or import duties?
Possibly. Customs clearance, duties and import taxes are set by your country and paid by you; they are not included in our prices. See our Shipping Policy.
What if my order does not arrive or arrives damaged?
Contact support@neulons.com with your order number. If your order is lost or does not arrive within its delivery window, or if it arrives damaged, wrong or not as described (report within 15 days of delivery), we will refund or replace it.
How do I reset my password?
Visit My Account and click “Lost your password?” to receive a reset link by email.
How can I contact support?
Email support@neulons.com, call +1 (817) 871-2948, or use our Contact Us form.