Shipping & Orders
When will my order ship?
Orders are processed within 24 hours. You’ll receive a tracking link once shipped.
How long does shipping take?
- North America (US & Canada): 5–12 business days
- UK, EU: 5–8 business days
- Australia & New Zealand: 5–10 business days
- Rest of World: 8–25 business days
Times are estimates; customs and local carriers may affect delivery.
Do you offer free shipping?
Yes — free worldwide shipping on all orders.
Can I change or cancel my order?
If your order hasn’t been dispatched, we’ll try to help. Email info@neo-route.com with your order number.
How do I track my package?
You’ll get a tracking link via email; updates may take a few days to appear.
Payments
What payment methods do you accept?
Major cards, Apple Pay, Google Pay, PayPal.
Can I use a discount code?
Yes — apply at checkout. Most codes can’t be combined.
Returns & Exchanges
What’s your return policy?
You have 90 days from delivery to return unused items in original condition.
How long do refunds take?
After we receive and approve your return, refunds post in 3–7 business days to your original payment method.
Can I exchange a size?
Yes — the first exchange is free within the U.S. (requested within 90 days, item in original condition).
What items are not eligible for return?
Gift cards, final sale/clearance 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 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?
Textiles: 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 (wear & tear and misuse not covered).
My package is lost or arrived damaged. What should I do?
Email info@neo-route.com within 7 days. For damage, include clear photos of the packaging and product.
Other
Do you offer gift options?
Yes — add a gift note at checkout. Gift returns are refunded as store credit.
Do you offer bundles or sets at a discount?
Yes — we frequently drop bundle deals with 10–30% off.
Any questions left?