Shipping Policy

Where We Ship

We currently ship to addresses across Canada and the United States. More destinations are coming soon — [sign up here] to be notified when we launch in your country.

Processing Time

Orders are typically processed within [1–2 business days] before shipping (excluding weekends and holidays). Pre-order items follow the timeline listed on each product page.

Shipping Methods & Costs

Method	Estimated Delivery	Cost
Standard Shipping	3–8 business days	[Free over $100 / flat rate $X]
Express Shipping	1–3 business days	[$X]

Exact shipping costs are calculated at checkout based on your location and order size.

Order Tracking

Once your order ships, you'll receive a confirmation email with a tracking link. You can also check your order status anytime on our [Track Your Order] page.

Delays

Delivery estimates are not guaranteed. Delays may occur due to high demand, holidays, severe weather, carrier issues, or pre-order production timelines. If your order is delayed, we'll notify you with an updated estimate.

Lost, Stolen, or Damaged Packages

• Lost packages: If tracking shows your package as delivered but you haven't received it, contact us within [7 days]so we can investigate with the carrier.
• Stolen packages: NELO is not responsible for packages confirmed as delivered by the carrier but reported stolen after delivery. We recommend having packages sent to a secure address.
• Damaged packages: If your order arrives damaged, contact us within [48 hours] of delivery with photos, and we'll arrange a replacement or refund at no cost to you.

Incorrect Shipping Information

Please double-check your shipping address at checkout. We are not responsible for orders delayed or lost due to incorrect address information provided by the customer. Contact us as soon as possible if you notice an error — we'll do our best to update it before the order ships.

Customs & Duties (International)

[If/when you expand beyond Canada/US: International orders may be subject to customs fees, import duties, or taxes upon delivery. These charges are the responsibility of the customer and are not included in the order total at checkout.]

Questions?

Contact us at [Teams@nelogroupinc.com] and we'll be happy to help.