FAQs

1. How can I contact Neurelio?

You can email us at support@neurelio.com. Our customer service team is happy to help you with whatever you need!

2. Do you ship worldwide?

Yes, we ship worldwide.

3. Where do you ship from?

We ship from our warehouse located in Hong Kong.

4. Can I change or cancel my order?

As we aim to process orders as quickly as possible, please request any changes or cancellations within 12 hours of ordering. Requests after this time will be denied, but you can return your order for a full refund once it is received.

5. What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX, Discover) and PayPal.

6. When will my order be processed?

All orders are handled and shipped out from our warehouse. During holidays and sale seasons, please allow extra time for processing. We process orders between Monday and Friday. Orders are processed within 1-3 business days from the order date and shipped the next day after processing.

7. How long will it take to receive my order?

Due to high demand, orders may take between 2-4 weeks to arrive.

8. What if I don't receive my order?

If you don't receive your order within 30 days after shipping, you are eligible for a full refund.

9. Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, meaning you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties, and related customs fees may be charged upon your order's arrival to its final destination, as determined by your local customs office. Payment of these charges and taxes are your responsibility and are not covered by us. We are not responsible for delays caused by the customs department in your country. For further details, please contact your local customs office.

10. How do I return an item?

Please contact us at support@neurelio.com for return instructions.

11. What if the item(s) I received are defective/incorrect/damaged?

If you have received merchandise that is incorrect, missing, or defective, please contact us with your order number, photographs of the item(s), and all related references upon receiving your package. We will do our best to resolve your case as soon as possible.

12. When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.