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Everything you need to know about our products, orders, and shipping. Can't find what you're looking for? Reach out to our team at info@neospad.com.
We currently ship to the following countries: Spain, Austria, Belgium, Bulgaria, Croatia, Cyprus, the Czech Republic, Germany, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, and Sweden.
Estimated shipping times are 1–3 business days within Spain and 3–5 business days for the rest of Europe. Please note that delivery times may vary due to external factors such as courier delays or peak seasons.
Once your order has shipped, you will receive a confirmation email with a tracking link. You can use this link to monitor your package in real time.
Free shipping is currently available only for orders within Spain. Shipping rates for other countries are calculated at checkout.
You can cancel or modify your order within 2 hours of placing it. After that, the order enters our fulfillment process and cannot be changed. Please contact us at info@neospad.com as soon as possible.
Due to the nature of our products, we only offer refunds or replacements for defective items. To request one, please contact us at info@neospad.com with your order number, a description of the issue, and photo or video evidence. The issue must be reported within a reasonable timeframe, and the product must not show signs of misuse or damage. We do not offer refunds for change of mind, incorrect product selection, normal wear and tear, or minor variations in texture or feel.
Refunds are processed within 5–7 business days after we receive and inspect the item. The refund will be issued to the original payment method.
Please contact us immediately at info@neospad.com with your order number and photos of the damage. We will arrange a replacement or refund as quickly as possible.
Our products are crafted from premium-grade materials designed for performance and durability, such as official Japanese Poron. Each product page includes detailed material specifications.
Compatibility details are listed on each product page. If you have a specific question about your setup, feel free to contact us at info@neospad.com and we’ll be happy to assist you before your purchase.
We produce in limited batches. When an item sells out, restocks may occur depending on demand. You can sign up for the waitlist on the product page to be notified.
We accept all major credit cards, PayPal, and Shop Pay. All transactions are securely encrypted and processed through Shopify’s payment gateway.
We do not offer a warranty. However, if your product arrives with a manufacturing defect, please contact us and we will assist you.
Care instructions may vary by product. Each item includes a care guide. For general maintenance, avoid harsh chemicals and prolonged exposure to direct sunlight.
If your product has a manufacturing defect, please email info@neospad.com with your order number, a description of the issue, and photos. Our team will review your case and guide you through the next steps.
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