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FAQs

Shipping

Do you ship internationally?

Yes, we do!

Please check available countries below. For only limited countries, we offer free standard shipping for all orders over $75.
Please be aware that shipping charges can be different depend on the destination, but we offer free expedited shipping for all international orders over $150.

(Standard Shipping Available: United States, Australia, Japan, Malaysia, Singapore, Taiwan, Belgium, France, Germany, Hungary, Italy, Netherlands, Poland, Portugal, Spain, Austria, Bulgaria, Croatia, Cyprus, Denmark, Estonia, Finland, Greece, Ireland, Latvia, Lithuania, Luxembourg, Romania, Slovakia, Slovenia, Sweden)

How long does the shipping take?

Due to COVID-19, we might experience delivery delays. We will do our best to keep you in the loop and to ensure your order gets to you as quickly and safely as possible.

As for standard shipping, It usually takes 15~21 days, but the delivery window can be extended to 40 business days.

If you need the products urgently, we recommend you to choose expedited shipping. It usually takes 5~10 days.

If you have any queries regarding your order or shipping, please email us to 'support@neogenlab.co'. We will do our best to get back at you as soon as possible.

Order

How can I cancel my order?

Changed your mind? Made a mistake? That’s okay!
Please contact us at support@neogenlab.co with your order number, and our customer service team will help you.
Please reach out as quickly as possible so that we cancel your order in time.
Once an order has been processed by our fulfillment team, we are no longer able to cancel the shipment.

Is New Customer Discount automatic?

Yes, it is! It will be automatically discounted at checkout if you're first time customer.

What is the refund policy?

<Returns>

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

<Refunds>

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
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, within a certain amount of days.

<Late or missing refunds>

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@neogenlab.co.

<Exchanges (if applicable)>

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@neogenlab.co. Our Customer Service Team will help you asap.

<Shipping>

First of all, to return your product, please send us an email at support@neogenlab.co. Our Customer Service Team will help you asap.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.