ACCEPTED PAYMENT METHODS
We accept the following payment methods:
- Credit Cards: Visa, MasterCard, American Express & Discover
If you are using a Prepaid Gift Card, please make sure to register the card to yourself and your address prior to using it on our website.
We cannot refund another form of payment if a gift card was used at checkout.
Note: If you are paying with PayPal, we will only ship to the confirmed address that has been established by that account.
The shipping address cannot be changed after an order has been placed.
Owing to the automated processes that we work with, it is not possible to cancel an order after it has been placed.
SHIPPING & HANDLING
All standard shipments will be shipped within 1-2 business days and the transit time is estimated at 3 – 5 business days.
2 day delivery means means that your order is shipped on the next business day and there will be up to 2 business days until the first delivery attempt.
Business Days are Monday through Friday and exclude holidays observed by the Post Office: New Year's Day, Presidents' Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.
You will receive a confirmation email with a tracking link so that you can track your order all the way to your door. Please allow at least 48 hours for the carrier to scan your package into their system.
If you attempt to track your package within the first 48 hours of it leaving our warehouse and there is no information available that just means the carrier has not processed your package yet. When the package is scanned into their system, tracking events will populate on the tracking page. If you do not see tracking information after the first 48 hours, please email firstname.lastname@example.org
It is imperative that you provide the correct delivery address at checkout because we are not responsible if your order gets delivered to the wrong address.
If you contact the final mile carrier after the order has left our warehouse and ask them to forward or redirect your package, we are not responsible if that package gets lost, stolen, or damaged.
LOST OR STOLEN PACKAGES
Your local postal driver, at his/her discretion, may choose to leave the package at the door or on your porch. We are not responsible for packages that are damaged, lost, or stolen after the driver confirms delivery of the package.
We strongly recommend that you check the tracking link provided to you frequently to make sure someone is there to receive the package at the time of delivery. You will receive a tracking number and link for your package once it has left our warehouse.
If you have any questions regarding the tracking information given to you or your package shows delivered and you can’t find it, please contact your local post office for assistance. We only see what the tracking page says, BUT your local post office can definitely give you more information.
If you don’t believe a delivery was made please send an email to email@example.com
REFUND & MONEY BACK GUARANTEE
Neubria USA Ltd stands behind the products we sell. We recognize that although our products have extremely high consumer satisfaction, there is no one product that works for everyone.
Unfortunately, we can’t take back open product simply because our products are consumable and could have been tampered with after opening.
- Requirements for a Refund:
- Item(s) must be unopened and in its original condition;
- Item(s) must be returned in all original packaging and with accessories and paperwork;
- Item(s) must be returned using an insured and traceable shipping method;
- The product(s) must have been purchased directly from: neubria.com/us
Returns must be postmarked on or before the 30th day following the date of receipt (i.e., if the receipt has a date of January 1, 2017, the return must be postmarked by January 31, 2017)
*** Shipping and handling costs are not eligible for refunds***
Refunds will be issued back to the form of payment used. This includes gift cards. We cannot refund another form of payment if a gift card was used at checkout.
We strongly encourage you to email us (firstname.lastname@example.org) before returning any product to consult with a customer service representative on the eligibility of your order for return or exchange.
If you choose to return your order without consulting a representative and it does not meet all of our requirements, a refund will not be issued and you will be notified via email with any and all options available to you on how to proceed.
Note: We do NOT offer refunds or exchanges on any products purchased during a sale or special promotion. This includes but is not limited to; Buy 1 Get 1 Free sales, discount codes greater than 10%, or Free Shipping promotions.
INCORRECT OR DAMAGED ORDERS
We use state of the art scanners in our warehouse and always strive to pack all orders perfectly, but human error can happen and things can happen throughout your orders journey. Please let us know within 2 days of receiving your order by phone or email of any error or damage.
In either case, we will require you to send us an image via email to email@example.com of the items received, the packaging your order arrived in, and your invoice. Once we receive those images, we will contact you via email with the options available to you.