FAQs

✈️ SHIPPING QUESTIONS

Where is the item shipped from? What are the shipping costs?

We offer FREE shipping to both the USA and Canada. For shipments to Europe, there is an additional charge of $25 USD

Your order will be shipped from a warehouse in the USA. However, if there is no stock left in our USA warehouse, we will dispatch it from another warehouse in Canada, Europe, or Asia, depending on which location is closest to your address.

How long does shipping take?

The speed of receiving your order can vary on a few things such as your shipping method and the shipping address. We offer several different methods of shipping. Each shipping method has its own handling time/benefits that you may compare on our shipping policy.

I made a mistake on my shipping address, can I change it?

Generally, you can change your shipping address within 12 hours. Make sure to contact us immediately with your order number, and the correct address. The more information you provide, the sooner we can change your information. Although we cannot guarantee that we'll catch your order in time before it enters processing, we will try our absolute best to make the requested changes.

Make sure you type ‘Urgent: Change Order Details’ in the subject line. Any other title may cause delay in the delivery of your order.

Please keep in mind that your order may already have been dispatched. In this case, we won't be able to send you another one so it’s best to contact the postal service.

Will I get a tracking number after making an order?

Yes! all orders will include a tracking number. It will automatically be sent to your email. You can track your order directly at our site by clicking here.

If you received a shipping confirmation email with your tracking number, it means that your order has been shipped. Tracking numbers can take 24-48 hours to update depending on the shipping carrier. This is usually due to our high volume of orders.

How do I track my order?

As soon as your package is shipped, you may receive an email notification confirming the shipment. The email will provide you with the tracking number for your package and a link to the shipping carrier's website.

If there is a problem with your tracking number or package delivery, please contact the courier directly. Please allow 24 - 48 hours for the tracking information to show up. In some rare case, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time. You can also track your order by clicking here!

📦 ORDER QUESTIONS

Can I return my order if I don't like it?

Absolutely! We offer a 60-day money-back guarantee. If for any reason you are not satisfied with your order, you can return it within 60 days of purchase for a full refund. For returns, we will provide a USA warehouse address to ensure a smooth and convenient process for you.

Read our refund policy here.

Can I cancel my order?

Orders can be canceled within 24 hours of placing the order. If you wish to cancel your order, please contact us here.

Can I buy multiple products in a single order?

Sure you can! Just add all the products you want to your shopping bag and then click on the “Place Order” button located inside the cart. Navigate to the cart by clicking on the top right bag icon and scroll down to "Place Order". This way you can save on any additional items and save time.

I received an email saying that I have to verify my order details. What does that mean?

We have a very secure and smart payment system. If our system detects that your order is a potential risk of fraud, we will place your order on-hold and reach out to you to verify the details of your order for the safety of our company and for the credit card holder. For example, if you are placing an order with a credit card that is issued in a different country than where you are placing the order from, our system will detect the difference in countries and your order will be flagged as a potential risk of fraud.

To verify these details, please simply respond to the email that was sent to you from a Support Representative at Neurogena.

Will I receive my items in one package?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages to ensure quality in packaging, even if you've specified combined shipping. Please keep this in mind when receiving deliveries.

💳 PAYMENT QUESTIONS

I recently purchased an item online and now it's discounted. Can I get the discounted price?

If you notice a discounted price on the item you recently purchased within 24 hours of placing your order, please contact us, and we will be happy to refund you the price difference.

What payment methods do you accept?

We accept PayPal and all major credit cards including Visa, Mastercard, Visa Debit, American Express, Discover, Diners, and we also support Google Pay and Apple Pay.

We don’t accept checks or money orders.

When will my credit card be charged?

Your credit card will be charged once your order is processed to ship.

Please note that once credit card authorization is received, depending on your bank, the funds may be reserved up to 30 days. Please check your bank's policy. If you are paying with a debit card, please verify with your bank if there are limitations on daily withdrawal amounts on your card. Neurogena reserves the right to request additional identification. If necessary, we will contact you by e-mail.

I have not received my refund yet, why is that?

If you haven't received your refund, please don't worry. Refunds can take up to 7 business days to reflect in your bank account from the time the refund was processed. The exact duration may vary depending on your bank's processing times.

Rest assured, we understand the importance of a timely refund, and we appreciate your patience during this period. If, after 7 days, you still haven't received your refund or have any concerns, feel free to contact our customer support team, and we will be happy to assist you further.

Have questions?