Shipping policy
Last updated: September 30, 2026
Thank you for shopping with NEOMEDINA, operated by Velwer LLC. Please review this Shipping Policy before placing your order.
1. Shipping Origin
All NEOMEDINA orders ship directly from our workshop in Morocco.
Our products are carefully prepared, inspected, and securely packaged before being handed over to the shipping carrier.
2. Shipping Destinations
NEOMEDINA currently ships orders only to addresses within the United States.
We do not currently offer shipping to Canada or other international destinations through our online store.
If additional destinations become available, we will update this policy and the shipping options displayed at checkout.
3. Processing Time
Orders are processed within 1–3 business days after payment confirmation.
Because many of our products are handcrafted and prepared to order, this period allows our artisans to prepare, inspect, and securely package your order.
For custom orders requiring a different preparation period, we will confirm the timeline with you before you place the order.
Business days exclude weekends and public holidays.
Once your order ships, you will receive a shipping confirmation email with tracking information.
4. Shipping Rates & Total Price
Standard shipping to the United States is free.
The displayed product price includes:
- Standard shipping to your U.S. delivery address.
- Applicable taxes.
- Customs duties and import charges.
No additional shipping, tax, customs, or import fees will be added at checkout or charged to you upon delivery.
Any agreed customization or change to your order will be quoted before you confirm it.
5. Estimated Delivery Time
Estimated shipping transit to the United States is 5–10 business days after dispatch
This transit period begins after the 1–3 business days processing period. For standard orders, the estimated total time from payment confirmation to delivery is therefore 6–13 business days
Delivery times are estimates. Customs processing, carrier operations, weather, holidays, or other circumstances may cause delays.
If we become aware of a significant delay, we will contact you with the available information.
6. Order Tracking
After dispatch, we will email your tracking number and tracking instructions.
You can also visit our Track Your Order page to follow your shipment.
Please allow time for the carrier’s tracking system to update after the package has been handed over.
7. Shipping Address
Please provide a complete and accurate shipping address at checkout, including:
- Full name.
- Street address.
- Apartment or unit number, if applicable.
- City and state.
- ZIP code.
- Contact information requested at checkout.
If you notice an address error, contact contact@neomedina.com as soon as possible.
Once an order has been shipped or handed over to the carrier, we cannot guarantee that the address can be changed or the package redirected.
8. Customs & Import Charges
Our products ship from Morocco and may pass through U.S. customs.
NEOMEDINA covers applicable customs duties, import charges, and taxes as part of the price you pay.
Customs processing may affect delivery time, but it does not create an additional charge for you.
If a carrier or customs authority requests payment of a charge covered by this policy, contact contact@neomedina.com before paying. Include your order number and a copy or photograph of the payment request so we can arrange a resolution.
If you have already paid such a charge, send us the request and proof of payment so we can verify and reimburse it.
9. Delayed or Lost Packages
If your package is significantly delayed beyond the estimated delivery period, contact contact@neomedina.com with your order number.
We will review the tracking information and work with the shipping carrier to investigate.
A delay does not necessarily mean that a package is lost. If the shipment is confirmed lost before delivery, we will arrange a replacement at no additional cost or a refund.
10. Damaged or Incorrect Deliveries
If your order arrives damaged or you receive an incorrect product, contact contact@neomedina.com promptly.
Please include:
- Your order number.
- A brief description of the issue.
- Clear photographs of the product.
- Photographs of the exterior and interior packaging, where relevant.
Keep the product and its packaging while we review the issue.
We will arrange an appropriate resolution. If a return is required, NEOMEDINA will arrange and cover return shipping.
11. Refused or Unclaimed Packages
Please accept your shipment and respond to reasonable carrier requests needed to complete delivery.
If you no longer want an order that has already shipped, contact us so we can explain the return procedure.
If a package is refused, unclaimed, or returned to us, we will contact you and review the order once it has been received.
Eligible refunds will be handled according to our Return & Refund Policy. Return transportation costs will not be deducted from an eligible refund.
If delivery is refused because of an unexpected customs or carrier payment request, notify us immediately so we can resolve the charge.
12. Cancellations & Returns After Shipping
If you wish to cancel an order, contact contact@neomedina.com as soon as possible.
Once the order has shipped or been handed over to the carrier, immediate cancellation may no longer be possible.
After delivery, you may request an eligible return within 30 days, including if you change your mind.
NEOMEDINA covers eligible return shipping and will provide a prepaid shipping label or another prepaid return arrangement.
Please contact us before sending anything back and follow the conditions in our Return & Refund Policy.
13. Contact Us
For questions about shipping, tracking, or delivery:
NEOMEDINA
Operated by Velwer LLC
Registered Business Address:
30 N Gould St Ste R
Sheridan, WY 82801
United States
Shipping Origin: Morocco
Email: contact@neomedina.com
Our registered business address is not a return address unless we specifically confirm otherwise. Contact us before returning any product.
This policy does not limit any rights you may have under applicable consumer protection law.