Frequently Asked Questions

What are the shipping options?

All NEOMEDINA orders ship from our workshop in Morocco.

Depending on the destination and shipment, orders may be shipped using carriers such as FedEx or Aramex.

Tracking information is sent by email as soon as your order ships.

What international taxes, duties or customs fees do I have to pay?

International orders may be subject to customs duties, import taxes, VAT, tariffs, brokerage fees or other charges imposed by the destination country.

Unless otherwise stated at checkout, these charges are the responsibility of the customer.

When will I receive my order?

Orders are processed within approximately 3–7 business days.

After shipment, estimated delivery to the United States is 10–18 business days.

Delivery times are estimates and may vary due to customs processing, carrier delays, holidays or circumstances outside our control.

What should I do if I never received my order?

If your tracking information shows an unexpected delay or your order has not arrived within the expected delivery period, contact us at contact@neomedina.com.

You may also call +1 251-373-4770.

Please include your order number so we can review the shipment.

What do I do if I receive a defective, damaged or incorrect order?

Contact us promptly at contact@neomedina.com.

Please include:

• Your order number
• A description of the issue
• Clear photographs of the product
• Photographs of the packaging where relevant

Please keep the product and original packaging while your request is being reviewed.

How do I make changes to an order I’ve already placed?

Contact us as soon as possible at contact@neomedina.com.

Changes or cancellations may only be possible before the order has been fulfilled or shipped.

Once shipped, the order can no longer be cancelled for an immediate refund.

Where are you located?

Our products are prepared and shipped from our workshop in Morocco.

NEOMEDINA is operated by Velwer LLC.

30 N Gould St STE R
Sheridan, WY 82801
United States

How are your products made?

NEOMEDINA celebrates authentic handmade craftsmanship.

Our pieces are carefully made by skilled artisans using traditional techniques and close attention to detail.

Natural variations in texture, finish, shape, pattern, color or dimensions contribute to the individual character of each piece.

How do I make sure I order the right size?

Please carefully review the dimensions and product specifications displayed on each product page before ordering.

Because many NEOMEDINA pieces are handcrafted, minor variations in dimensions may naturally occur.

How do I contact NEOMEDINA if my question isn’t answered here?

Our team is happy to help with products, orders, shipping, returns or other questions.

Email: contact@neomedina.com

Phone: +1 251-373-4770

What payment methods do you accept?

We accept the payment methods displayed at checkout.

Available payment options may vary depending on your location and the payment methods currently enabled on our Shopify store.

How do I track my order?

Once your order ships, you will receive a shipping confirmation email containing your tracking number.

You can also visit our dedicated tracking page to check the latest status of your shipment.

Orders may be shipped through carriers such as FedEx or Aramex.

How do you pack your items to ensure safe transport?

We take care when preparing our handcrafted products for international shipping.

Orders are appropriately packaged to help protect the product during transportation and reduce the risk of damage in transit.

How do I know my payment has been received?

After successfully completing checkout, you should receive an order confirmation confirming that your order has been received.

If you are unsure about the status of your payment or order, contact contact@neomedina.com with your order details.