Shipping policy

Shipping & Delivery Policy

Last Updated: 22 July 2026

Store Name: NeuroGlow

We process and dispatch orders to ensure your beauty tech items arrive quickly and safely.

Fulfillment Time: All orders are processed within 1 to 2 business days (Monday through Friday, excluding public holidays).
Order Cut-Off: Orders placed before 12:00 PM SAST will begin processing on the same business day. Orders placed on weekends or public holidays will be processed on the following business day.
Tracking Notification: As soon as your order is dispatched, you will receive an automated email/SMS containing your courier tracking number and real-time tracking link.

Delivered Duty Unpaid (DDU): All international orders are shipped on a DDU basis. Product prices and shipping rates displayed on our website exclude local customs duties, import tariffs, value-added taxes (VAT), or clearance fees levied by your home country.
Customer Responsibility: Any international customs duties, clearance charges, or import taxes are the sole responsibility of the customer upon delivery.
Refused Shipments: If you refuse to accept a shipment due to unexpected customs fees, the parcel will be returned to us. Original shipping charges and return freight fees incurred will be deducted from any eligible refund.

Please review your shipping details carefully during checkout. NeuroGlow is not responsible for lost, delayed, or misdelivered shipments resulting from incorrect physical addresses, missing unit numbers, or incorrect contact details.
Re-delivery costs for packages returned to us due to inaccurate address details or repeated uncollected delivery attempts will be billed to the customer before re-dispatch.

LED masks are sensitive electronic devices. Every parcel is packed with protective padding prior to courier collection.

Reporting Transit Damage: If your parcel arrives visibly damaged or compromised, please capture photos/videos of the damaged packaging and product immediately.
48-Hour Window: Report transit damage to our customer support team at websterbusiness02@gmail.com within 48 hours of receiving the package so we can lodge a claim with the courier and send a replacement.
Support Contact

If you have questions regarding order tracking or shipping options, contact us at: