Shipping Policy

Last updated: August 12, 2026

Thank you for shopping with NEOMEDINA, operated by Velwer LLC. Please review our Shipping Policy carefully before placing your order.

1. Shipping Origin

All orders ship directly from our workshop in Morocco.

Our products are carefully prepared and packaged before being handed over to the shipping carrier.

2. Processing Time

Orders are processed within 3–7 business days after payment confirmation.

Because many NEOMEDINA products are handcrafted, this processing period allows us to prepare, inspect, and securely package your order before shipment.

Business days do not include weekends or public holidays.

Once your order ships, you will receive a tracking number by email.

3. Estimated Delivery Times

After the order has been processed and shipped, estimated delivery times are:

• United States: 10–18 business days

Delivery times are estimates and begin after the processing period.

For example, the 3–7 business day processing period is separate from the estimated 10–18 business day delivery period to the United States.

Delivery times are not guaranteed and may vary due to customs processing, carrier delays, weather, holidays, or other circumstances outside our reasonable control.

4. Order Tracking

As soon as your order ships, we will send a shipping confirmation email containing your tracking number.

Please allow some time for the carrier's tracking system to update after the shipment has been dispatched.

5. Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please verify your:

• Full name

• Street address

• Apartment or unit number, if applicable

• City

• State or province

• ZIP or postal code

• Country

• Phone number

If you notice an error in your shipping information, contact us immediately at contact@neomedina.com.

Once an order has shipped, we cannot guarantee that the shipping address can be changed or the package redirected.

6. Customs, Duties & Import Taxes

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

Unless otherwise stated at checkout, these charges are not included in the product price or shipping cost and are the responsibility of the buyer.

NEOMEDINA / Velwer LLC does not control these charges and cannot predict their amount.

Customs procedures may also cause additional delivery delays.

7. Delayed or Lost Packages

If your package is significantly delayed beyond the estimated delivery period, please contact us at contact@neomedina.com with your order number.

We will review the tracking information and, when appropriate, work with the shipping carrier to investigate the shipment.

Carrier or customs delays outside our reasonable control do not automatically mean that a shipment is considered lost.

8. Damaged Packages

If your order arrives damaged, please contact us promptly at contact@neomedina.com.

Please provide:

• Your order number

• Clear photographs of the product

• Photographs of the exterior packaging

• Photographs of the interior packaging where applicable

• A brief description of the damage

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

9. Refused or Unclaimed Packages

Customers are responsible for accepting their shipment and completing any customs or carrier requirements applicable to their order.

If a package is refused, left unclaimed, or returned because required customs duties, taxes, or other applicable charges were not paid, any eligible refund will be handled according to our Return & Refund Policy.

Where permitted by applicable law, shipping costs, return transportation costs, customs charges, or other expenses incurred may be deducted from the eligible refund.

10. Cancellations After Shipping

If you need to cancel an order, please contact us as soon as possible at contact@neomedina.com.

Once an order has already been shipped or handed over to the carrier, it cannot be cancelled for an immediate refund.

After delivery, eligible products may be returned in accordance with our 30-day Return & Refund Policy.

The buyer is responsible for applicable return shipping costs and for returning the product in its original condition.

11. Contact Us

For questions about shipping, tracking, or delivery, please contact:

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

 

11. Shipping Rates

 

Free Standard Shipping ($0 USD) is available for orders delivered to the United States and Canada. The shipping charge shown at checkout must match this policy and Shopify's active shipping rate.

 

For destinations outside the United States and Canada, any available shipping method and exact cost will be shown at checkout before payment. If no rate is displayed, please contact contact@neomedina.com before ordering.