Shipping policy
SHIPPING POLICY
Last updated: May 2026
OVERVIEW
NEUCELLE is committed to delivering your products quickly and safely. This Shipping Policy outlines our shipping practices, timelines, and policies.
PROCESSING TIME
Orders are processed and prepared for shipment within 2-5 business days of purchase. This does not include weekends or holidays. You will receive a shipping confirmation email with tracking information once your order has been dispatched.
SHIPPING METHODS AND DELIVERY TIMES
Express Shipping
- Delivery: 5-14 business days after shipment
Note: Delivery times are estimates and not guaranteed. International orders may experience delays due to customs clearance.
SHIPPING COSTS
Shipping costs depend on your location and are calculated at checkout based on:
- Your destination address
- Order weight and size
- Shipping method selected
- Current carrier rates
Specific costs will be displayed before you complete your purchase.
SHIPPING ADDRESS
You are responsible for providing a complete and accurate shipping address. NEUCELLE is not liable for:
- Delivery to incorrect addresses due to customer error
- Packages lost or stolen from the provided address
- Delivery delays due to address inaccuracy
If you need to change your address, contact support@neucelle.com immediately. Address changes cannot be made after shipment.
ORDER TRACKING
Once your order ships, you will receive an email with:
- Tracking number
- Carrier information
- Estimated delivery date
- Link to track your package
You can track your package in real-time on the carrier's website.
DELIVERY AND SIGNATURE
Signature may be required for orders over $500. If you are not available to sign, the carrier will attempt redelivery or hold the package for pickup. Unclaimed packages may be returned to us.
LOST OR DAMAGED PACKAGES
If your package arrives damaged:
- Document damage with photos
- Contact us within 48 hours of delivery
- Do not dispose of packaging or product
- We will investigate and provide replacement or refund
If your package is lost:
- Check tracking for delivery confirmation
- Wait 7 business days before filing a claim
- Contact us with order number and tracking information
- We will file a claim with the carrier
- Replacement or refund issued upon claim resolution
INTERNATIONAL SHIPPING
International orders are subject to:
- Customs duties and taxes (customer responsible)
- Customs clearance delays
- Additional handling fees
- Import regulations of destination country
We are not responsible for customs delays or additional charges. International shipments are typically sent via DHL or FedEx International.
SIGNATURE REQUIRED
Some orders may require a signature upon delivery. You are responsible for being available to sign. If signature is refused or unavailable, the package may be returned to us at your expense.
PACKAGE INSURANCE
Standard shipping does not include package insurance. We recommend purchasing shipping insurance for valuable items through the carrier or a third-party provider.
LIABILITY
NEUCELLE is not responsible for:
- Delays caused by carriers
- Lost or stolen packages (after carrier delivery)
- Packages damaged in transit
- Weather, natural disasters, or unforeseen events
- Packages left in unsecured locations
Liability for lost or damaged packages is limited to the product's purchase price.
HOLIDAYS AND WEATHER
During holidays, severe weather, or unforeseen events, shipping delays may occur. We will do our best to process orders, but timelines may be extended.
RETURNS SHIPPING
For return shipping information, please refer to our Return & Refund Policy. Most returns include a prepaid return shipping label.
CHANGE OR CANCEL ORDERS
Orders can be changed or cancelled within 2 hours of purchase. After that, contact support@neucelle.com immediately. Cancellations are subject to availability.
SPECIAL REQUESTS
For special requests (gift wrapping, signature, etc.), contact us at support@neucelle.com before checkout. Additional fees may apply.
SHIPPING TO MILITARY ADDRESSES
We ship to military addresses (APO, FPO, DPO). Standard shipping times apply. Additional fees may be required.
RESTRICTED AREAS
Contact support@neucelle.com for information on shipping availability to your area.
DUTY AND TAXES
For international orders:
- Duties and import taxes are customer's responsibility
- These charges are not included in our quotes
- Customs authorities determine final amounts
- Payment required upon delivery for duty/tax
HELD PACKAGES
Packages held by carriers for more than 14 days may be returned to us. Contact the carrier to claim before this period expires.
DELIVERY ATTEMPTS
Carriers typically attempt delivery 1-2 times. If the package cannot be delivered:
- Check with neighbors or building management
- Contact the carrier for redelivery options
- Unclaimed packages may be returned after 14 days
CUSTOMS AND IMPORT
International customers are responsible for:
- Understanding import regulations
- Providing required customs documentation
- Paying applicable duties and taxes
- Following local laws regarding product use
We are not liable for customs delays or confiscation.
UPDATES TO SHIPPING POLICY
We reserve the right to update this Shipping Policy at any time. Changes will be posted with an updated "Last updated" date. Continued use of our services indicates acceptance of changes.
CONTACT US
For shipping questions or concerns:
Email: support@neucelle.com
Phone: 1-800-NEUCELLE (1-800-638-2355)
Hours: Monday-Friday, 9 AM - 5 PM PT
We typically respond within 24 hours. For tracking issues, please have your order number and tracking information ready.