Shipping policy

Domestic Shipping Policy

Shipment processing time

All orders are processed and shipped out the next business day via USPS, in discreet packaging. The cut-off time is midnight, central time. To cancel or modify an order, you must notify us before midnight.
If you make multiple orders before midnight, such as adding an applicator or subscription, they are automatically combined and shipped in one package.

 

Shipping rates and delivery estimates

All US orders are free shipping, including Hawaii, Alaska, and APO/FPO addresses. We ship from IL, CA, TX, GA and PA.
It takes an average of 2 days to get to CA, IL, AZ, IN, WI, MI. It takes an average of 4 days to get to RI, NH, MA, MS, DE, VT, LA, AK, CT, ND. Everywhere else in the continental US takes about 3 days.

Shipment confirmation and order tracking

After your package ships, you will receive an email from ShipBob with your tracking information. Please add marketing@shipbob.com to your address book so it doesn't go to your spam folder.

Because we ship with USPS, sometimes USPS is very slow with scanning and package tracking.

 

Damages / Summertime Heat

NeuEve is formulated to melt at body temperature, and it's manufactured at 180 degrees F, so heat won't damage it. In the summertime, please place NeuEve in the refrigerator for 6 hours when you receive your package, to resolidify it.

If your package is missing or damaged, please live chat with us and we will do our best to make things right.

 

International Shipping Policy

Shipping Rates

Shipping to Canada costs $18. We ship via USPS or DHL.

Shipping to countries outside of US and Canada costs $18.

 

Customs, duties, and taxes

NeuEve is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

 

Countries We Ship To

We ship to all countries.

UPDATE 1/7/2022, due to Covid-19 and shipping problems at the borders, we regret that have temporarily stopped shipping to any countries outside of US and Canada. We will be monitoring the situation. We wish we could ship to all the countries in the world, unfortunately we cannot at the moment.

UPDATE 3/3/2022, we are re-instating shipments to all countries outside the US and Canada. 

Since the beginning of COVID-19, many of our packages have been lost in customs of foreign countries. We have lost a lot of money re-imbursing or re-sending packages to our foreign customers, which is why we stopped shipping overseas. We are trying overseas shipments again only because we no longer take responsibility once our packages leave the US.

We require your written agreement that NeuEve is NOT responsible for packages that have the gone outside the US border.

By ordering from us, you acknowledge that you are fully aware and fully accept the risks of packages being lost in your country.

After you place your order, we will email you to confirm your written agreement to these terms.

Lost in Transit and Damage Claims

Our policies match our shipper, ShipBob, who files reimbursement claims to the carrier : https://support.shipbob.com/s/article?articleName=Lost-in-Transit-and-Damage-Claims

 Claim Type Total Order Value Tracking and Timeline Requirements Required Documents
Lost in Transit All Order Values

Domestic orders: After 15 days have passed since the last carrier tracking update, you can file a claim here (it must be submitted within 45 days from the last carrier tracking update.)

 

International orders: After 20 days have passed since the last carrier tracking update, you can file a claim here (it must be submitted within 50 days from the last carrier tracking update.)
  • Retail invoice for the affected order 
  • Screenshot of communication from your customer, stating the package did not arrive
No Carrier Tracking All Order Values

Domestic orders: After 15 days have passed with no updates to the carrier tracking, you can file a claim here  (it must be submitted within 45 days from last updated tracking update.)

 

International orders: After 20 days have passed with no updates to the carrier tracking, you can file a claim here (it must be submitted within 50 days from the last carrier tracking update.)
  • Retail invoice for the affected order 
  • Screenshot of communication from your customer, stating the package did not arrive
Damaged in Transit All Order Values N/A; You can file a claim here as soon as your customer notifies you of damages (it must be submitted within 30 days of the delivery date.)
  • Retail invoice for the affected order 
  • Screenshot of communication from your customer, stating the package arrived damaged 
  • Photos that depict all damages

 

 

Notes: 

  • If the order is not insured, we can only provide refunds for up to USD $100 of the retail value of the products considered lost/damaged. 
    • Please navigate here to learn how to purchase additional insurance for an order. 
  • All claims filed through ShipBob for packages that were lost in transit or with no carrier tracking must be filed within 45 days (domestic) or 50 days (international) from the last carrier tracking update. 
    • Any claims submitted after this time frame will not be valid for processing or reimbursement due to limitations on when claims are accepted for approval by the carriers.
  • All claims filed through ShipBob for packages that were damaged in transit must be filed within 30 days from the delivery date (per the carrier’s tracking.)
    • Any claims submitted after this time frame will not be valid for processing or reimbursement due to limitations on when claims are accepted for approval by the carriers.
  • For approved claims, we can only refund the order value at the time it was fulfilled.
    • For example, if the retail value of a product is $20, and the customer received a discount of $5 off for this order, we would only refund the amount they paid: $15.
  • ShipBob will not file lost in transit claims or offer refunds for orders marked as "Delivered" or orders that have a final scan.
  • ShipBob will not file lost in transit claims or offer refunds for orders marked as if the tracking says "Arrival in Destination Country.”
  • ShipBob will not file lost in transit claims or offer refunds for orders marked as “Returned to Sender.” 
  • ShipBob does not contact parcel carriers to discuss tracking updates. Unfortunately, carriers cannot provide further information from what is shown on their tracking portal.
    • In instances of no carrier tracking, since packages are not scanned out of the fulfillment centers immediately upon pickup, the carrier’s support team does not deem the shipment as in their possession.
  • We do not cover the shipping or reshipment costs for lost/damaged items.
  • If an order is lost in transit and is addressed to an army post office (APO), British Forces post office (BFPO), fleet post office (FPO), or Department of State overseas office (DPO), it will follow our tracking requirement for international orders in the chart above.