Shipping policy

Shipping Times

Processing Time: 1-3 Business Days
Shipping Time: 4-30 Business Days

However, in rare cases, due to factors such as customs holds, courier delays, or high shipping volume, delivery may take longer. In exceptional situations, shipping time may extend up to 6 to 8 weeks due to:

  • Customs inspections or holds
  • Logistics disruptions
  • High shipping volume or courier delays

Shipping Origin

Orders are shipped from our international fulfillment center. Delivery times may vary depending on your location, but we’ll always provide tracking so you can follow your order every step of the way.

 

Order Processing

Orders are processed within 1–3 business days. Once your order has shipped, you will receive a confirmation email with tracking details (if applicable).

In rare cases, due to high demand, inventory syncing, or courier delays, processing may take up to 5–7 business days. We do our best to avoid this, but appreciate your patience just in case!

Delays & Refund Eligibility

While we make every effort to meet our estimated delivery times, unforeseen circumstances may occasionally cause unexpected delays.

You may be eligible for a refund if:
✅ Your order has not been delivered within 45 days from the shipping date.
✅ Your package is confirmed lost by the courier.
✅ Tracking has not updated for 30+ days and the courier is unresponsive.
✅ The package was delivered to the wrong address due to a mistake on our end.

You are NOT eligible for a refund if:
❌ The delay is within our maximum estimated shipping timeframe of 6 weeks.
❌ The package is held at customs, and you do not take the required steps for clearance.
❌ The package was delivered, but you were not available to receive it.

Steps to Request a Refund

If your order qualifies for a refund under the conditions above:
1️⃣ Contact our support team with your order number and tracking details.
2️⃣ We will open an investigation with the courier.
3️⃣ If the package is confirmed lost or exceeds the timeframe, we will issue a refund to your original payment method.


Sincerely,
The Neck Haven team (operated by GJO Pivot Inc.)