Contact Us
Shipping & Orders
When will my order ship?
Orders are processed within 1 business day. You'll receive a tracking link as soon as it ships.
How long does U.S. shipping take?
Standard: 3–6 business days
Express: 2–3 business days
Transit time may vary based on your location.
Do you offer free shipping?
Yes — Free shipping at all orders
Can I change or cancel my order?
If your order hasn’t been handed over to our warehouse yet — yes. Email us at info@neo-route.com with your order number.
How do I track my package?
You’ll get a tracking link via email, and you can also view it in your account.
Payments
What payment methods do you accept?
We accept major credit cards, Shop Pay, Apple Pay, Google Pay, PayPal.
Can I use a discount code?
Yes — simply apply it at checkout. Note: most codes can’t be combined.
Returns & Exchanges
What’s your return policy?
You have 30 days from delivery to return unused items in original condition.
How long do refunds take?
Once your return is received and approved, refunds are typically processed within 3–7 business days.
Can I exchange a size?
Yes — first exchange is free within the U.S.
What items are not eligible for return?
Gift cards, clearance/final sale items, and used or damaged products.
Sizing & Product Use
How do I choose the right size for compression sleeves?
Measure around the center of your knee and compare it with the size chart on the product page. Between sizes? Go down one size for a tighter, more supportive fit.
Care Instructions
How do I wash and care for the products?
Textile items: hand wash cold, air dry only.
Recovery devices: wipe clean — do not submerge in water.
Warranty & Support
Do you offer warranty?
Yes — 12-month warranty against manufacturing defects. Damage from misuse or wear and tear is not covered.
My package is lost or arrived damaged. What should I do?
Contact info@neo-route.com within 7 days and we'll take care of it.
Other
Do you offer gift options?
Yes — you can add a gift note at checkout. Returns on gifts are refunded as store credit.
Do you offer bundles or sets at a discount?
Yes — we frequently drop bundle deals with 10–20% off. Check the Bundles section.