Shipping Policy

Shipping

Neon Bioworks offers express international shipping to almost all countries around the world in compliance with IATA regulations.

Packaging

In compliance with IATA regulations on packaging of liquids and biologics (Packaging Instruction 650):

• The packagings are of good quality, strong enough to withstand the shocks and loadings normally encountered during transport, including trans-shipment between transport units and between transport units and warehouses as well as any removal from a pallet or overpack for subsequent manual or mechanical handling.
• Packagings are constructed and closed so as to prevent any loss of contents that might be caused under normal conditions of transport, by vibration, or by changes in temperature, humidity or pressure.

The packaging consists of three components:

1. a primary receptacle(s);
2. a secondary packaging; and
3. a rigid outer packaging.

Primary receptacles are packed in secondary packagings in such a way that, under normal conditions of transport, they cannot break, be punctured or leak their contents into the secondary packaging. Secondary packagings are secured in outer packagings with suitable cushioning material. Any leakage of the contents will not compromise the integrity of the cushioning material or of the outer packaging.

Shipping to P.O. boxes and mail forwarding

Your order won't be processed if the delivery address is a PO box. We also don't ship to mail forwarders.

Estimated Delivery Time Periods

All products are processed estimated to be shipped within 2 business days (excluding weekends and holidays) after your order is confirmed and is ready for dispatch. You will receive a notification when your order has been shipped along with an expected delivery date and tracking details. This will include tracking number which you can use to check its status. It’s important to note that tracking information can sometimes take up to 48 hours to become available or be updated.

All products are fulfilled and shipped through Express/Priority Courier service (DHL, EMS, etcetera.) from Pune, India and make take a while before it reaches your destination country. Package inspection is quite rare but should only add a day or two to the timeline. The delivery estimates given above only indicate time the shipment is in transit and does not include time it takes for customs to inspect your shipment.

If you don’t receive your order within the given period, please contact us at shipping@neonbioworks.com with your name and order number, and we will look into it for you.

Duties

We may offer you an estimate for import fees and duties you might be charged but the actual value due may vary and you are responsible to pay all costs involved with the clearance of shipment. If you refuse delivery or refuse to pay any amount due, you authorize us to charge your card or debit the amount from your payment method.

Most countries have a set threshold before the import is charged import fees or duties. In general, this set limit is quite high. Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Neon Bioworks is not responsible for these charges if they are applied and are your responsibility as the customer.

Regulatory

You must comply with all local regulatory laws with regards to import, possession, use, handling, and disposal. For more information, please visit this page.

Shipment Refusal / Return to sender / Destruction

You authorize us to charge to your payment method if we are required to destroy the shipment or if we incur any costs for returns or in regard to handling of your order.

Refunds and returns

We accept returns up to 7 days after delivery if the item is unused and in its original condition. You may also cancel an order before its dispatched. We will refund the full order value minus the costs associated with shipping and restocking, if any. In the event that your order arrives damaged in any way, please email us as soon as possible at shipping@neonbioworks.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.