Shipping policy

<h2>WHERE WE SHIP</h2>

<p>United Kingdom<br>
United States<br>
Canada<br>
Australia<br>
New Zealand<br>
European Union, all 27 member states</p>

<p>Delivery costs are calculated at checkout and shown to you in full before you pay. There are no charges added after you place your order, other than any import duty or tax collected by your own country, which is explained below.</p>

<p>If your country is not listed, checkout will tell you before you pay rather than after.</p>

<p>We cannot ship to the Channel Islands or the Isle of Man. Jersey, Guernsey and the Isle of Man are Crown Dependencies rather than part of the United Kingdom, and are not set up as destinations on this store.</p>

<p>We do not ship to PO boxes, freight forwarders or parcel lockers, because the carriers we use will not deliver a tracked signature to them.</p>

<h2>PROCESSING AND DISPATCH</h2>

<p>Orders are processed within 2 to 4 business days.</p>

<p>Orders ship directly from our manufacturing partner overseas rather than from a United Kingdom warehouse. That is how we keep the prices where they are, and it is why delivery takes longer than a next-day retailer.</p>

<p>Business days are Monday to Friday, excluding United Kingdom public holidays. Orders placed at a weekend begin processing on the next business day.</p>

<h2>DELIVERY TIMES</h2>

<p>United Kingdom: typically 6 to 9 business days after dispatch.</p>

<p>European Union: typically 8 to 14 business days after dispatch, plus customs clearance.</p>

<p>United States and Canada: typically 8 to 15 business days after dispatch, plus customs clearance.</p>

<p>Australia and New Zealand: typically 9 to 16 business days after dispatch, plus customs clearance.</p>

<p>These are estimates based on normal carrier performance, not guarantees. Customs clearance adds an unpredictable amount on top, and peak periods such as late November and December run longer. If a delivery estimate ever becomes a promise we cannot keep, we will tell you rather than let you wait in silence.</p>

<h2>IF YOUR ORDER IS LATE</h2>

<p>If a United Kingdom order has not arrived within 30 business days of dispatch, email us and we will resend it or refund you in full.</p>

<p>If an international order has not arrived within 40 business days of dispatch, email us and we will resend it or refund you in full.</p>

<p>You do not need to chase the carrier yourself first. Send us the order number and we will do it.</p>

<h2>IMPORT DUTY AND TAXES</h2>

<p>Import duty and tax are not included in what you pay us.</p>

<p>Your parcel ships from outside your country, which makes you the importer of record. Your own government sets any duty, VAT, GST or sales tax, and the carrier usually adds a handling fee for collecting it. We cannot predict, control or refund these charges, and they are payable by you before the parcel is released.</p>

<p>If a parcel is refused or abandoned over unpaid charges, we cannot refund the original delivery cost, and any return or destruction fees charged to us will be deducted from your refund.</p>

<p><strong>European Union customers.</strong> Import VAT applies to goods entering the European Union regardless of value. There is no low-value exemption. Expect your carrier to collect VAT plus a handling fee before delivery. Customs duty applies above EUR 150.</p>

<p><strong>United States customers.</strong> Duty and tax treatment of low-value imported parcels has changed, and you should assume duty may be charged on your order regardless of its value. Your carrier will contact you if anything is due.</p>

<p><strong>Australia and New Zealand customers.</strong> GST is generally payable on imported goods. Your carrier will contact you if anything is due before delivery.</p>

<p><strong>Canadian customers.</strong> Duty, GST, HST or provincial sales tax may be collected on import, along with a carrier handling fee.</p>

<p>If you want certainty on what you will owe, check with your own customs authority before ordering. We cannot quote it for you and we will not guess.</p>

<h2>TRACKING</h2>

<p>Once your order is dispatched we email you a tracking number.</p>

<p>It can take 24 to 48 hours before the carrier registers the first scan, and long gaps between scans are normal on international routes. A parcel is usually moving even when the tracking page is quiet. Tracking typically goes quiet while a parcel is in transit between countries and picks up again once it reaches your national carrier.</p>

<p>If tracking has not updated in 10 business days, email us.</p>

<h2>DELIVERY ADDRESSES</h2>

<p>Please check your address before you pay. We dispatch to the address given at checkout.</p>

<p>If you spot a mistake, email us immediately. If the order has not been dispatched we can correct it. Once it has, we cannot redirect it, and a parcel returned to sender because of an incorrect address can be refunded less the delivery cost.</p>

<h2>RECHARGEABLE PRODUCTS</h2>

<p>Neck Nest SootheWave contains a rechargeable lithium battery. It ships fully compliant with air transport rules for equipment containing lithium cells.</p>

<p>This is worth knowing in one practical respect: if the unit ever develops a battery fault, do not post it back to us. Damaged lithium batteries are classed as dangerous goods and must not go by post or air. Email us and we will sort out a replacement or refund without a return, and tell you how to dispose of the unit safely.</p>

<h2>LOST, DELAYED OR DAMAGED PARCELS</h2>

<p>Email <a href="mailto:support@necknest.us">support@necknest.us</a> with your order number. For damage, send a photograph of the item and the packaging.</p>

<p>We will replace or refund in full and you do not need to return the item first.</p>

<h2>CONTACT</h2>

<p>Neck Nest<br>
1 Chaddesley Terrace<br>
Swansea<br>
SA1 6HB<br>
United Kingdom</p>

<p>Email: <a href="mailto:support@necknest.us">support@necknest.us</a></p>