We ship from our warehouse in Sydney, Australia. Orders placed before 2pm AEST on a business day are usually packed and dispatched the same day.
Domestic shipping (Australia)
- Standard — 2–6 business days, $9.95 (free on orders over $80).
- Express — 1–3 business days, $14.95.
All Australian orders are sent with Australia Post and include tracking. You will receive a tracking link by email as soon as your parcel is collected.
International shipping
We currently ship to New Zealand, Singapore, Hong Kong, the UK and the US. International rates and delivery times are calculated at checkout based on weight and destination. Local duties and taxes are the responsibility of the recipient.
Order tracking
Once your order ships you will receive a confirmation email with a tracking link. If you have an account, you can also view tracking under My Account → Orders.
Lost or delayed parcels
Once your parcel leaves us, delivery time is in the hands of the carrier. If your parcel is significantly delayed or shows as delivered but cannot be found, contact us at hello@neuroglow.com.au within 14 days of dispatch and we will help investigate.
Returns
We want you to love your Neuro Glow products. If something is not right, please get in touch within 30 days of receiving your order.
We accept returns on:
- Unopened products in their original packaging.
- Products that arrived damaged or faulty.
- Products that do not match the order confirmation.
Where a product is faulty, damaged or incorrectly described, your rights under the Australian Consumer Law apply in full and are not limited by this policy.
How to return
- Email returns@neuroglow.com.au with your order number and a short description of the issue. Photos help us help you faster.
- We will email you a return authorisation and the return address.
- Pack the product securely and return it via a tracked service. Keep the tracking number until your return is processed.
Refunds
Once your return arrives and is inspected we will refund the original payment method within 5 business days. Original shipping fees are non-refundable unless the return is due to our error or a faulty product.
Exchanges
We do not offer direct exchanges. If you would like a different product, place a new order and return the original for a refund.
Questions
Email hello@neuroglow.com.au and our customer-care team will be in touch within one business day.
_Note:_ This document is a starter Shipping & Returns policy provided as a placeholder. Please review it before publishing.