F.A.Q.

Do I have to pay customs fees to receive my product?

The price you pay on our products covers the cost of shipping the product to you. Customs fees depend on the laws of your country. In the majority of cases you are not required to pay any customs fees. Most orders are marked as low-value gifts. Larger items should be sent in separate packages to avoid such charges.

How long will it take for my order to arrive?

Our processing and shipping times vary by product and time of year. Some orders are shipped domestically in the United States, and other orders are shipped from around the world. Unfortunately, we are not able to control shipping delays caused by the carrier service. 

Can I pay for faster shipping?

Yes, we can offer faster shipping through a custom order if you would like. In general to receive an item faster than 14 business days it will cost on average between $25-$50 extra for shipping depending on the product. Please contact us at info@NeomaSanativa.com with what product you are interested in, and we can give you specific details on how quickly we could get the product to you and how much it would cost. The payment will have to be done directly through PayPal for the custom order as our website won’t allow us to do a custom order like this at checkout. 

Why has my tracking information not updated?

The tracking information that is provided is not always real-time information. The shipping provider may delay updating the tracking information for several days or weeks in certain circumstances. This doesn't always indicate a delay in the shipping of the item.

Can you change my shipping address?

The majority of our orders are processed the same day we receive them. If you accidentally use the incorrect address for shipping please contact us immediately at Sales@NeomaSanativa.com 

If we receive your e-mail within 24 hours of the order we are usually able to correct the issue. 

Why is my package stuck at an international sorting facility?

The customs sorting information for international orders is a little different than the tracking information. The customs information will only update when there is something relevant to the customs process. This doesn't always indicate a delay in the shipping of the item. 

Why are there multiple addresses for returns?

We work with a wide variety of suppliers and not all returns are accepted in a central location. For example if three products are ordered and you would like to return them then there is a chance that there could be three different addresses to return those products to.

Where is Neoma Sanativa Design located?

We are located in the United States of America.