Shipping policy

At Neilotaâ„¢, we are committed to providing a smooth and reliable delivery experience for every customer. This Shipping Policy explains how orders are processed, shipped, and delivered.

Order Processing

Once an order is successfully placed, our team begins preparing it for shipment.

Most orders are processed within 1–3 business days. During periods of high demand, holidays, or promotional events, processing times may be slightly longer.

After your order has been processed and dispatched, you will receive a shipping confirmation email containing your tracking information.

Estimated Delivery Times

Delivery times vary depending on destination, local carriers, customs procedures, and seasonal demand.

Typical delivery estimates:

  • United States: 6–13 business days

  • Canada: 7–15 business days

  • United Kingdom: 6–12 business days

  • Australia: 7–15 business days

  • Europe: 7–15 business days

  • Other International Destinations: 7–20 business days

Please note that these are estimated delivery windows and are not guaranteed delivery dates.

Shipping Costs

Shipping costs are calculated and displayed during checkout before payment is completed.

From time to time, Neilotaâ„¢ may offer free shipping promotions on qualifying orders.

Any active shipping promotions will be clearly displayed on the website.

Order Tracking

All eligible orders include tracking information.

Once your order ships, a tracking number will be sent to the email address provided during checkout.

Please allow up to 72 hours for tracking information to become active after receiving your shipping confirmation.

Incorrect Shipping Information

Customers are responsible for providing accurate shipping details at checkout.

Neilotaâ„¢ is not responsible for delivery issues resulting from:

  • Incorrect addresses

  • Missing apartment or unit numbers

  • Incorrect postal codes

  • Incomplete recipient information

If you notice an error in your shipping information, please contact us immediately at support@neilota.com.

While we will do our best to assist, address changes cannot be guaranteed once an order has entered processing.

Lost, Delayed, or Stolen Packages

While we work with reliable shipping partners, delivery delays may occasionally occur due to circumstances beyond our control.

These circumstances may include:

  • Severe weather conditions

  • Customs inspections

  • Transportation disruptions

  • Public holidays

  • Carrier service interruptions

If your package appears significantly delayed, please contact our support team and we will investigate the shipment status with the carrier.

Once a package has been marked as delivered by the carrier, Neilotaâ„¢ cannot guarantee reimbursement for lost or stolen packages. Customers are encouraged to ensure a secure delivery location.

Customs, Duties, and Taxes

For international orders, customs duties, import taxes, and other local fees may be imposed by the destination country's authorities.

These charges are determined by local regulations and are the responsibility of the customer unless otherwise stated at checkout.

Neilotaâ„¢ has no control over customs charges and cannot predict their amount.

Multiple Shipments

In certain situations, items within the same order may be shipped separately.

This may occur due to inventory availability, warehouse locations, or shipping optimization.

Customers will not incur additional shipping charges when an order is split into multiple shipments.

Delivery Issues

If you experience any issues with your delivery, including damaged packages or missing items, please contact our support team within 7 days of receiving your order.

To help us resolve the issue quickly, please include:

  • Your order number

  • A description of the issue

  • Relevant photos (if applicable)

Contact Us

If you have questions regarding shipping, tracking, or delivery, please contact us:

Email: support@neilota.com

Neilotaâ„¢

Dedicated to delivering comfort, quality, and a dependable customer experience.