FAQ — NeckFixPro

Shipping notice

Due to increased order volume, some deliveries may take longer than usual. Our standard delivery window is 6–12 business days, but during peak demand deliveries can extend up to 3–4 weeks. We appreciate your patience and are working to process and ship orders as quickly as possible.

Do you ship internationally and what currencies do you use?

Yes — we ship worldwide. Prices are shown in the currency of the store/market you are visiting and may be automatically converted to your local currency at checkout. Currency display depends on your location and Shopify’s currency settings.

I just placed an order — when will it ship?

We process orders within 1–2 business days. Please allow 6–12 business days for delivery under normal conditions. If demand is high, delivery can take up to 3–4 weeks. You will receive a shipping confirmation email with a tracking number once your order has shipped.

If you don’t receive a tracking number within 5 business days after we confirm shipment, please contact us at contact@neckfixpro.com.

What if I’m not satisfied with my product?

EU & UK customers: you have a legal right to cancel/return within 14 days of receipt (right of withdrawal). Returned items must be unused, in original packaging, and in the same condition you received them. Keep your proof of purchase.

Customers outside the EU/UK: returns are accepted only for defective, damaged, or incorrect items. If your item is defective or damaged, contact us within 30 days of delivery — we will arrange return shipping and provide a replacement or full refund after inspection.

Can I cancel my order?

Yes — you may cancel your order for free as long as it has not yet been shipped. If the order has already shipped, please follow the return instructions above (refunds for non-EU/UK customers apply only for defects/damage/wrong item).

I entered the wrong shipping address — what do I do?

If you notice an error, reply immediately to your order confirmation email or contact contact@neckfixpro.com with the correct address. We’ll attempt to update the shipping details if the order has not yet been dispatched. If the order has already shipped, we may not be able to change the address — in that case you may need to open a claim with the carrier.

My package shows “delivered” but I can’t find it / it was stolen — what now?

If a carrier marks the parcel as delivered but you didn’t receive it, contact us at contact@neckfixpro.com. We will help open an investigation with the carrier. Please note we can’t guarantee a refund or replacement until the carrier confirms loss or theft.

How long until I get a refund?

Once we receive and inspect an approved return, refunds are processed to the original payment method within 10 business days. Your bank or card issuer may require additional time to post the refund.

If more than 15 business days have passed since approval and you still haven’t received the refund, contact contact@neckfixpro.com.

I still have a question — how can I contact support?

No problem — email us at contact@neckfixpro.com and include your name and order number (if applicable). We aim to reply within 24–48 business hours.