What are you looking for?
Search
Shipping Policy
1. Shipping From Hong Kong Warehouse
All orders are dispatched from our Hong Kong warehouse. Below is the detailed timeline for order processing and delivery:
Processing Time: 1-3 business days (the time required to prepare and dispatch your order after payment confirmation).
Shipping Methods & Delivery Time:
| Shipping Method | Delivery Time (Business Days) | Tracking Available |
|---|---|---|
| Standard Shipping | 14-21 | Yes |
Note: Delivery time is estimated and starts from the date of dispatch. It excludes weekends, public holidays, and potential delays due to customs clearance or unforeseen circumstances.
2. Shipping Costs (US$)
Shipping costs are calculated based on your order value and selected shipping method. The following is a reference for standard rates:
| Shipping Method | Order Value | Shipping Cost |
|---|---|---|
| Standard Shipping | Under $69 | $9.9 |
| $69 & Above | Free |
* Actual shipping cost may vary slightly based on package weight. Final cost will be displayed at checkout.
3. Order Tracking
Once your order is dispatched from Hong Kong warehouse, you will receive a confirmation email with a tracking number. You can track your package by:
- Visiting our Order Tracking page and entering your tracking number.
- Logging into your account and checking the "My Orders" section.
Tracking information may take 1-2 business days to update after dispatch.
4. Customs & Duties
Import duties, taxes, and customs fees are not included in the product price or shipping cost. These charges are determined by your country's customs authorities and are the sole responsibility of the recipient.
We recommend contacting your local customs office to inquire about potential fees before placing your order.
5. Undelivered Packages
If a package is returned to our Hong Kong warehouse due to incorrect address, unclaimed delivery, or customs issues, we will notify you via email. You may choose to:
- Re-ship the order: You will be responsible for the re-shipping fee (same as original shipping cost).
- Receive a refund: Product price will be refunded, minus original shipping cost and any return fees.
Unclaimed returned packages will be processed after 30 days.
6. Need Assistance?
For shipping-related questions, please contact our customer service:
- Email: support@neonauraa.com
- Live Chat: Available 9:00-18:00 (HKT)
We aim to respond within 24 business hours.