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Shipping & Returns

Made-to-order equipment

Equipment is made to order. Estimated dispatch is 21–25 working days after payment and required configuration details are confirmed. Working days are Monday–Friday, excluding holidays.

Lead times are subject to change. We will confirm your estimated dispatch date and notify you of changes. Shipping transit time is additional. This equipment estimate does not apply to consumables.

For NeutraBoost configurations requiring confirmation, contact us to confirm the configuration and production availability before purchasing.

Rent-to-own

Rent-to-own orders are governed by the signed agreement: no cancellations or refunds once signed; the 30-day performance review and restocking terms don't apply to rent-to-own payments, except device coverage under the agreement.

Shipping

For all products and variants, use the calculated shipping rate when one is available for your order and destination. If no rate can be calculated, shipping requires a separate quote. You may purchase your products using the shipping-quote option; shipping is charged separately and must be approved and paid before dispatch. A zero shipping amount shown with this option is not free shipping.

Shipping availability, charges and transit estimates depend on the items, packaging and destination. Review the shipping details provided for your order. Contact sales@neutrafog.com for delivery questions or configuration assistance.

30-day device performance review

NeutraFog devices have a 30-day performance-review period starting on delivery. Contact support within that period with your order number and a description of the issue. We will review setup and operation with you and determine whether a return, refund or replacement is appropriate.

Approved returns and charges

  • Verified defects or incorrect shipments: no restocking fee or return-freight charge to the customer.
  • Other approved eligible returns: a 20% restocking fee applies, and the customer pays return freight.
  • Opened or used solutions: nonreturnable.

Contact support@neutrafog.com with your order number, details of the issue and available photos or videos. Please obtain return instructions from support before sending an item back.

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