FAQ

General Questions

Q: What is Neivo? Neivo offers a curated collection of premium products designed to bring comfort and tranquility to your daily life. Our signature collection includes Warm Hug, Forest Walk, Calm Evening, and Morning Light - each crafted to create moments of peace and relaxation in your home.

Q: Where are you located? We're based in the USA and proudly serve customers around the world

Q: How can I contact you? You can reach us at support@neivo.co. For any questions, concerns, or special requests. We typically respond within 24-48 hours.

Ordering & Payment

Q: How do I place an order? Simply browse our collection, add your desired items to your cart, and proceed to checkout. We accept all major credit cards and secure payment methods.

Q: Is my payment information secure? Absolutely. We use industry-standard encryption and secure payment processing to protect your information. We never store your complete credit card details.

Q: Can I modify or cancel my order? Please contact us at support@neivo.co as soon as possible if you need to modify or cancel your order. If your order hasn't been processed yet, we'll do our best to accommodate your request.

Shipping & Delivery

Q: Where do you ship? We currently ship throughout the USA and a few select countries. Shipping options and costs will be calculated at checkout based on your location.

Q: How long does shipping take? Standard delivery typically takes 3-5 business days. International orders may take 7-10 business days depending on the destination.

Q: Do you offer express shipping? Yes, express shipping options are available at checkout for faster delivery within 1-2 business days

Q: How can I track my order? Once your order ships, you'll receive a confirmation email with a tracking number. You can use this to monitor your package's journey to your door.

Q: What if my package is lost or damaged? Please contact us immediately at support@neivo.co if your package arrives damaged or doesn't arrive at all. We'll work with you to resolve the issue quickly.

Returns & Exchanges

Q: What is your return policy? We want you to love your Neivo products. If you're not completely satisfied, you can return unused items in their original packaging within 30 days of delivery for a full refund.

Q: How do I initiate a return? Email us at support@neivo.co with your order number and reason for return. We'll provide you with return instructions and a return shipping label if applicable.

Q: Do I have to pay for return shipping? Return shipping costs depend on the reason for the return. If the item is defective or we made an error, we'll cover the return shipping. For change-of-mind returns, customers are responsible for return shipping costs.

Q: How long does it take to process a refund? Once we receive your returned item, we'll process your refund within 5-7 business days. The refund will be credited to your original payment method.

Q: Can I exchange an item? A: Yes! Contact us at support@neivo.co and we'll help you arrange an exchange for a different product or size.

Product Information

Q: What makes Neivo products special? Each Neivo product is carefully crafted to evoke specific moods and moments - from the comforting embrace of Warm Hug to the refreshing serenity of Forest Walk. We focus on quality ingredients and thoughtful design.

Q: Are your products natural/organic? Yes, we use natural ingredients

Q: How should I use/care for my Neivo products? Each product comes with specific care instructions. Generally, store in a cool, dry place away from direct sunlight to maintain quality and longevity.

Q: Are your products safe for pets/children? Yes, they are.

Account & Privacy

Q: Do I need an account to place an order? No, you can checkout as a guest. However, creating an account allows you to track orders, save your shipping information, and receive exclusive updates.

Q: How do you protect my personal information? We take your privacy seriously and never share your personal information with third parties for marketing purposes. Your data is securely stored and only used to process your orders and improve your shopping experience.

Q: How can I unsubscribe from emails? You can unsubscribe from our mailing list at any time by clicking the "unsubscribe" link at the bottom of any email we send you.