Shipping and Returns

1. Shipping

US domestic shipping is provided by UPS/USPS. You will receive an email confirmation when your order has been shipped, with tracking numbers.
Neosla processes orders Monday through Friday, excluding major US holidays. Orders will be processed within 1-3 business days.
Orders placed on weekends/holidays will begin processing the following business day. Shipments may be delayed due to internal server errors, weather, and other unexpected conditions. Please do understand that some packages may temporarily require more time to be delivered due to limited transportation availability as a result of the Coronavirus (COVID-19) pandemic.

・Orders over $100 within Mainland US and orders over $150 in Alaska, Hawaii, Virgin Islands, and Puerto Rico will receive FREE UPS/USPS GROUND* shipping.
・All shipping rates are determined by the shipping courier, and not by Neosla.
・Order total amount is in US dollars, and international customers may have to pay exchange rate difference and customs fees.

A) U.S. Shipping
・Standard: Handling time + Delivery time 5-10 business days.
・Express: Handling time + Delivery time + 4-5 business days.
*Hawaii, Alaska, and International shipping are subject to increased charges and longer delivery time.
*Considering the expected delivery delay caused by natural disaster.


B) International Shipping
INTERNATIONAL CUSTOMS & LOST ORDERS
・We are not responsible for any additional customs charges or fees once your package has left our facility. Any import duties, taxes, or brokerage fees due at the time of delivery are the sole responsibility of the receiving customer. Packing slips for International Shipments cannot be marked as a “gift” or with altered prices.
・If you are unfamiliar with customs fees and charges, please speak to your local postal or customs office for more information.
・If customs fees and charges are refused at the time of delivery, your order will be returned and you will not receive a refund for shipment costs.
・Customers have up to a maximum of Ninety (90) days from the date the order was made to claim their package as lost in order to receive any sort of compensation regarding their order.
・International orders may be subject to local import duties and taxes (VAT). Purchaser is responsible for checking with the shipping destination country as to their regulations regarding duties and taxes.
・Purchaser is also responsible for paying any import duties, taxes, or other fees that may be applied.
・Neosla is not responsible for, nor can we offer, any specific advice regarding any customs-related fees that you may incur. For specific information, please consult with your local postal office.
・Please note that any return shipping fees, customs duties, or other associated fees that are billed to Neosla by the carrier will be deducted from the refund amount.


C) Track Your Order
You will receive an email confirmation with a tracking number when Neosla has shipped your order.
Once delivery confirmation becomes available, Neosla is no longer liable for any Lost, Stolen, or Misplaced packages.
IT IS THE PURCHASER'S RESPONSIBILITY TO PROVIDE AN ACCURATE ADDRESS AND CONTACT INFORMATION.

UPS: 1 (800) 742-5877
Track shipment: https://www.ups.com/track?loc=en_US&requester=ST/
USPS: 1 (800) 275-8777
Track shipment: https://www.usps.com/manage/

Product availability
We make every effort to try and ensure that all of the merchandise we feature are in stock. In the event that an item becomes out-of-stock after your order is submitted, we will ship the available items in your order first and send you an email indicating which of your selected items are out-of-stock. We will ship the out-of-stock items when it is back in stock or give a full refund. 

2. RETURN POLICY

At Neosla, your satisfaction stands as our paramount concern. We kindly urge you to inspect your ordered items immediately upon arrival. For hygiene reasons, we regret to inform you that Neosla cannot accept returns for opened products. Should you wish to initiate a return, please notify us within fourteen (14) days of receiving your product.

Unsatisfactory items
If you find yourself dissatisfied with unopened and unused products and seek a return or exchange, you may do so within fourteen (14) days of delivery. You have the option to receive a replacement product or a full refund to your original form of payment. Please note, Neosla does not cover the shipping costs for returned items.

Defective items
In the rare instance of receiving a defective product or encountering quality concerns beyond your control, please reach out to us within fourteen (14) days of receiving your product. You must return the item within thirty (30) days of delivery to receive a replacement or a full refund. After thirty (30) days, the product becomes nonrefundable.

Contact us: info@neosla.us

RETURN ADDRESS
Neosla [New York store]
120 West 25th Street
New York, NY, 10001

Cancellations
All orders can be canceled without penalty until it has been shipped.
please email us at info@neosla.us or call us at (917) 409-5951
Once shipped an order cannot be canceled or retrieved.