1. How long does it take to receive my Neubac?
We strive to ship every order within 1 day of your confirmation. After shipping, please allow 1 week for normal Ground delivery and 2-4 business days for Priority delivery. Overnight delivery is also available.
2. What if Neubac is out of stock?
In the rare event that Neubac is out of stock at the time you order, we will contact you via email and advise the estimated date of shipment. Your order will be placed in back order.
3. Will I be charged sales tax?
By law, applicable sales tax is required on orders shipped to states where Neubac has business operations. Orders shipped to Tennessee will be charged sales tax.
4. Do you accept Checks or Money Orders?
No, we only accept credit cards for Neubac orders.
5. Do you ship Neubac to International locations?
No, Neubac is available in the Continental U.S., Alaska, Hawaii, Guam, Puerto Rico, and the Virgin Islands.
6. Do you accept Credit Cards outside of the United States?
We only accept credit cards with a United States billing address.
7. Can I cancel my order?
In most cases, your order cannot be canceled after if it has been entered in our system and processed for shipment. We can only cancel orders that have not been processed for shipment. If you call customer service at 1-855-489-3252 on the same day that your order was placed, or the day after you place your order, we may be able to cancel your order. Priority Processing and Express Shipping orders cannot be cancelled as they are rushed through our processing system. If we are unable to cancel your order Do NOT refuse delivery of your package as you will be assessed all applicable fees associated with delivery refusal. After you receive your package, please call customer service at 423-305-7779 or toll free 855-489-3252 for return instructions.
8. What is the Neubac Gel Pad Auto-Shipment Subscription Cancellation Policy?
Neubac offers Neubac Gel Pads on a monthly auto-shipment subscription program. You may cancel or change the frequency of shipment by calling 1-855-489-3252. Hours: Monday through Friday 8:30AM — 5:00 PM (EST). Closed Saturday and Sunday and all major USA Holidays. Only future shipments may be canceled. If a cancellation occurs after a shipment has generated and is en route to the customer, that shipment cannot be canceled.
9. Is your website secure?
Ordering on our site is safe and 100% guaranteed. We utilize the industry standard, state-of-the-art SECURE SOCKET LAYER CHECK-OUT system that is necessary to make shopping online perfectly safe. Your order information is delivered directly to us via a secure-session encryption process. Your information is scrambled before it is even sent to us, making it impossible for unauthorized individuals to access it.
10. What is the Return Policy?
Neubac is backed with a limited 1 year warranty from the date of purchase (invoice date) against defect in materials and workmanship. Normal wear and tear during use of a product is not considered a defect. All returns are handled as follows; Neubac has a 14 day guarantee of satisfaction. If you are not completely satisfied with your Neubac after using if for a full 14 days, contact Customer Service at 1-855-489-3252 within 5 days at the end of 14 day trial period and request a Return Authorization number (RA#). You MUST have an RA# to return your Neubac and this number MUST be written on the outside of your package. Follow the directions provided by our Customer Service representative. You are responsible for return shipping. Once we receive your Neubac(s) and the return instructions are followed correctly, a refund is initiated immediately. Shipping and handling charges are non-refundable. A restocking fee of $20.00 is applied to all returns. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within five business days of receipt of the returned item. Please contact the card-issuing bank with questions about when the credit will be posted to your account. Please note the following: • Products can be returned only in the country in which they were originally purchased. • The following products are not eligible for return: Neubac Gel Pads • You are responsible for return shipping. • A restocking fee of $20.00 is applied to all returns. • Shipping and handling charges are non-refundable. Non-warranty returns will not be accepted beyond the 14 day trial period. No returns will be accepted on Neubac products that are out of warranty.
11. What information do you collect?
We collect only the required information to process your order, such as your name, address, phone number (we will not call you unless there is a problem with your order), email address and credit card number.
12. Do You Disclose My Information to Outside Parties?
We do not sell, trade, or otherwise transfer your personally identifiable information to outside parties. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe this release is appropriate to comply with the law, enforce our site policies, and protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.