Welcome to NELO Support

We're here to help. Whether you have questions about sizing, shipping, returns, orders, or products, you'll find answers below.

Orders

Can I change or cancel my order?

We begin processing orders quickly to ensure fast delivery. If you need to make changes, please contact us as soon as possible. While we cannot guarantee modifications after an order is placed, we'll do our best to help.

How do I know if my order was placed successfully?

Once your order is confirmed, you'll receive a confirmation email containing your order number and purchase details.

I didn't receive my confirmation email.

Please check your spam or promotions folder. If you still can't find it, contact our support team and we'll assist you.

Shipping

Where does NELO ship?

We currently ship across Canada and the United States, with additional destinations coming soon.

How long does shipping take?

• Standard Shipping: 3–8 business days
• Express Shipping: 1–3 business days

Delivery times may vary during holidays, promotions, or pre-order periods.

How can I track my order?

Once your order ships, you'll receive a tracking email with a link to follow your package.

Do you offer free shipping?

Yes. Free shipping is available on qualifying orders. Current thresholds are displayed at checkout.

Returns & Exchanges

What is your return policy?

We offer hassle-free returns within 30 days of delivery on eligible items that are unworn, unwashed, and in their original condition with tags attached.

How do I start a return?

Visit our Returns Portal or contact our support team with your order number to begin the process.

Do you offer exchanges?

Yes. If you'd like a different size or colour, we'll help arrange an exchange based on inventory availability. some charges may apply in this case. 

When will I receive my refund?

Refunds are typically processed within 5–10 business days after your return is received and inspected.

Sizing & Fit

How do I find my size?

Each product page includes a detailed size guide. If you're between sizes, we generally recommend sizing up for a more relaxed fit.

Are NELO products true to size?

Yes. Most customers find our products fit true to size. Our designs are created with comfort, movement, and versatility in mind.

What if I'm unsure which size to choose?

Contact us with your height, weight, and preferred fit, and we'll gladly recommend the best size.

Products & Materials

What makes NELO different?

NELO is built around effortless comfort, timeless style, and confidence. Our premium fabrics are incredibly soft, flexible, and designed to move with you throughout your day.

Are your fabrics suitable for workouts?

Absolutely. Our collections are designed to support everything from yoga and training to travel, errands, and everyday wear.

How should I care for my NELO products?

For best results:

• Machine wash cold
• Wash with similar colours
• Do not bleach
• Tumble dry low or hang dry
• Avoid ironing directly on logos

Pre-Orders

What is a pre-order?

Pre-orders allow you to reserve items before they officially arrive in stock.

When will my pre-order ship?

Estimated shipping dates are listed on each product page. We'll keep you updated throughout the process.

Can I cancel a pre-order?

Yes, before the item enters fulfillment. Contact us as soon as possible for assistance.

Payments

What payment methods do you accept?

We accept:

• Visa
• Mastercard
• American Express
• PayPal
• Apple Pay
  

Is my payment information secure?

Yes. All transactions are processed through secure, encrypted payment gateways.

Contact Us

Need more help?

Email: Support@nelogroupinc.com

Business Hours:
Monday – Friday
9:00 AM – 5:00 PM EST

We typically respond within 24–48 business hours.

Frequently Asked Questions

What does NELO stand for?

NELO represents confidence through comfort. We create soft, versatile essentials that help you feel comfortable, look timeless, and move through every part of your day with confidence.

Are your products only for workouts?

No. NELO was designed for real life—whether you're training, traveling, working remotely, meeting friends, or relaxing at home.

Will you release new colours and styles?

Yes. We continuously develop new colours, collections, and customer-inspired designs based on feedback from the NELO community.

 

Still have questions?

We're always happy to help. Contact us anytime at Support@nelogroupinc.com