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Frequently Asked Questions

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COVID-19

Is it safe to order online during COVID-19?

According to the World Health Organization, it is safe to receive packages from locations with reported COVID-19 cases.

According to the CDC, there is no evidence to suggest that COVID-19 has been transmitted through imported goods and packages.

Will I receive my order on time?

Most of our customers continue to receive their orders on time. However, logistics companies worldwide are experiencing disruptions to their operations because of the COVID-19 pandemic. Please don't worry! We will make sure that your order gets to you as fast as possible. We appreciate your patience. If you have questions or experience delays, please contact us at support@neonbitepro.com

CANCELLATION AND RETURNS

Can I cancel my order after I've made a purchase?

You can cancel your order within 24 hours of purchase. If you change your mind within 24 hours, please email and we will refund your order.

What if the item I ordered arrives broken or damaged?

We will make it up to you! If you discover a flaw or fault in your item, please email us within the first 7 days of receiving that item and we will send you a free replacement.

How do I return or exchange an item?

Our return policy lasts 60 days since purchase. We are confident our premium curated product selection will meet or exceed your expectations but if you want to make a return, please contact our support team at support@neonbitepro.com and we will respond within 24 hours to assist with the process.

You are eligible for a free replacement if:

  • Your items arrive damaged
  • Your order gets lost in transit
  • Your items break within 6 months of purchase

Several types of goods are exempt from being refunded or exchanged:

  • Gift cards
  • Free items (if applicable)
  • Tips

To complete your exchange we require photo or video evidence that your items are damaged (if applicable). Please email your replacement request to support@neonbitepro.com. Partial exchanges will be issued if parts of your order are damaged or missing. Please do not send your purchase back to the manufacturer.

What is your refund policy?

Our policy lasts 60 days. If 60 days have gone by since your purchase, unfortunately, we can’t offer you a refund. You are eligible for a refund if:

You are eligible for a refund if:

  • Your items arrive damaged
  • Your order gets lost in transit
  • You cancel your order within 6 hours of purchase

To complete your refund we require photo or video evidence that your items are damaged (if applicable). Please email your refund request to support@neonbitepro.com. Partial refunds will be issued if parts of your order are damaged or missing.

SHIPPING

How much does shipping cost?

We offer free USA and International Shipping with tracking. There is no shipping cost & no sales tax.

What are your shipping and processing times?

Standard Shipping Times

USA: 5 - 20 days
Oceania: 7 - 21 days
Europe: 9 - 21 days
Latin America: 10 - 25 days
Rest of the world: 14 - 50 days

Processing Times

Orders can sometimes take 3 - 6 days to process after placing the order before shipping out. We do not ship on weekends.

Disclaimer

We are currently experiencing a high volume of orders and shipping may be delayed. All orders will be processed in the order they are received, except Priority Shipping orders. If you have any questions, please feel free to contact our customer support team. Customer support representatives are standing by to answer your questions via email and social media. We appreciate your patience and are doing our best to ship orders on time.

Unexpected Delays

In some instances, the delivery may take longer than the standard shipping times stated above. Most of these delays are caused by international customs processing. Please contact us if your package is taking too long to arrive and we will work with you to resolve any situation.

Do you ship worldwide?

Yes! We ship worldwide.

Where can I find my tracking number?

When your items are shipped out, you should receive an automatic notification via email providing you with a tracking number.

If you haven't received one or if the tracking number doesn't work, no worries. Contact us and our support team will help you track your order.

Where do you ship from?

Primarily we ship out from fulfillment centers in the United States, Eastern Asia, and Western Europe. If the item you purchased is out of inventory in your nearest location we'll send it directly from our production lines at the same delivery times as stated in our shipping section.

Our products are efficiently packaged by our expert handling team to ensure they arrive in perfect condition regardless of how far they go.

Can I change my shipping address?

If you want to change your shipping address, please email us within 24 hours of purchase. Once your order is processed by our shipping team, we cannot edit your shipping details. Please double check your shipping address before confirming your purchase. 

Will I have to pay customs?

No, you will not have to pay any customs fees in most countries. However, in certain regions, you will have to pay a small customs fee. 99% of our customers do not pay customs.

PAYMENTS

How can I pay?

We accept Visa, Mastercard, Maestro, American Express, Apple Pay, Google Pay, Shop Pay, and PayPal.

What if my payment keeps failing?

If your payment keeps failing please make sure you have enough funds on your payment method.

If your card has 3D Secure option on, your bank will send you a text message with a security code. Please make sure to enter the code on the payment page.

Alternatively, please try a different payment method.

What currency will I be charged in?

We will process your order in your local currency.

Is checkout safe and secure?

You can be absolutely sure that all purchases here are safe and secure.