Shipping policy

Last Modified: Feb 20, 2025

All orders will be shipped from Thailand. Customers can expect to receive their orders within 7 business days after order confirmation. Delivery times may vary due to public holidays in both the sender’s and receiver’s countries.

Shipping Methods:

• Delivered Duty Paid (DDP): Available for shipments to the United States, Canada, EU countries, and Thailand. All duties and taxes are covered by us to ensure a seamless delivery experience. However, customers may still be required to pay additional fees such as inspection or storage fees, which are determined at the discretion of customs and are not the seller’s responsibility. If customs open the package, neuroVIZR is not responsible for any damage incurred.
• Delivered at Place (DAP): Applies to all other countries. Customers are responsible for any duties, taxes, or fees required to clear customs and receive the package. Fees may vary based on country regulations, and neuroVIZR cannot cover these costs. If customs open the package, neuroVIZR is not responsible for any damage incurred.

Failed Delivery Attempts:

If a delivery attempt is unsuccessful, the carrier will attempt a second delivery or hold the package at a nearby facility for pickup. Additional fees may apply for re-delivery if the customer is unavailable or unresponsive. If the package is returned to Thailand due to customer unresponsiveness, a 30% restocking fee will be applied. If the customer requests a new shipment, additional shipping fees will apply. The customer is responsible for contacting the carrier to arrange re-delivery or pickup.

Refused Deliveries:

If a customer refuses delivery for any reason other than damage, the package will be returned to our facility. A 30% restocking fee will be applied. If the customer requests re-delivery, they will be responsible for all additional shipping fees.

Damaged Packages:

If a package is received in a damaged condition, the customer must notify us immediately at customer@neurovizr.com with photographic evidence of the damage. We will work with the carrier to investigate the issue and provide a refund or replacement if necessary.

Shipping Address Changes:

Customers may request a shipping address change within 24 hours of placing an order by contacting us. If the request is made after the product has shipped, neuroVIZR will attempt to reroute the package if possible, but any additional rerouting fees imposed by the carrier will be the customer’s responsibility. neuroVIZR is not responsible if the carrier refuses to reroute the package.

Missing Parcels:

If the tracking status indicates that the package has been delivered but the customer cannot locate it, they must notify us within 3 days at customer@neurovizr.com. We will assist with an initial investigation with the carrier. However, the customer is ultimately responsible for contacting the carrier to resolve the issue. If we are not notified within 3 days, neuroVIZR will not be responsible for re-delivery or refunds.