FAQ Center

We accept major credit and debit cards, PayPal and other secure payment methods at checkout.

If your order has not yet shipped, we can assist with:

• Address changes
• Order cancellation
• Item modification

Please contact us as soon as possible with your order number.

Once your order has shipped, you’ll receive an email that includes:

• Tracking number
• Carrier link
• Estimated delivery date

You can use the tracking link at any time to check the status of your shipment.

Purchase directly from neakasa.com or from authorized retailers to ensure you receive genuine products and warranty coverage.

Check that your payment details are correct and sufficient funds are available.

If the issue persists, contact your payment provider or our support team for assistance.

Orders are typically processed within 1–3 business days after payment confirmation.

We currently ship to the USA, UK, EU countries, Canada and Singapore. Delivery time is generally 3–7 business days for those regions.

For most orders to the U.S. and major EU countries, free shipping is available. Some exceptions apply for remote regions or special items.

Please note that we do NOT ship to PO Boxes.

If your order hasn’t shipped yet, contact us immediately. Once the order is in transit, address changes are not possible, and additional costs may apply if delivery fails.

Yes — international orders may incur customs duties, import taxes or VAT. These are not included in the product price or shipping cost and are the customer’s responsibility.

Please inspect the parcel upon delivery. If the outer packaging is damaged or delivery fails, contact us and the carrier immediately.

We are not liable once a parcel is marked “Delivered”.

Yes! We offer a 30-day return policy, starting from the day you receive your product.

New, unused products purchased directly from neakasa.com may be returned within 30 days of receipt for a full refund, subject to conditions.

Contact support@neakasa.com with your Order ID, reason for return and photos/videos of the product and packaging.

Await our authorization and instructions before sending the item.

Once we receive and inspect your return, we process refunds within 7–10 business days. The actual credit time depends on your bank or payment provider.

If the return is due to a verified product quality issue or our error, we cover the return shipping. For non-quality related returns, shipping costs are born by the customer.

The product must be undamaged, functional, clean, with all accessories, manuals and original packaging. Items returned in unclean or incomplete condition may be rejected.

All Neakasa products include a 1-year limited warranty, covering:

• Manufacturer defects
• Component malfunctions
• Electrical issues not caused by misuse
• Structural defects
• Non-wear-and-tear issues

Warranty does not cover:

• Damage caused by improper use
• Unauthorized disassembly or modification
• Accidental or physical damage
• Issues occurring after the warranty period

We’re sorry for the inconvenience. Please contact us with:

• Your order number
• Photos of the missing part
• Photos of the packaging (if possible)

Once verified, we will send replacement parts for free.

Try the following steps first:

1. Power off and restart the device
2. Ensure all parts are installed correctly
3. Update to the latest firmware (if applicable)
4. Refer to the product manual

If the issue persists, send us a short video along with your order number so our technical team can assist you.