Neuera™

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Shipping & Returns

Date Effective: March 10th, 2026

This Shipping & Returns Policy explains how Neuera Wellness handles order processing, shipping, returns, cancellations, refunds, and related customer service matters. By placing an order through Neuera Wellness, you agree to the terms outlined below.

Order Processing

Orders are processed after all required steps have been completed, including checkout, intake forms, eligibility review, provider approval where applicable, payment confirmation, and any required pharmacy or fulfillment review.

For products or services that require review by a licensed healthcare provider, order placement does not guarantee approval. If a provider determines that treatment is not appropriate, the order may be canceled, modified, or otherwise handled in accordance with applicable law and Neuera Wellness policies.

Processing times may vary based on provider review, prescription approval, pharmacy processing, product availability, weather conditions, holidays, carrier delays, and other factors outside of Neuera Wellness’s control.

Shipping

Once an order has been approved and fulfilled, it will be shipped to the address provided at checkout. Customers are responsible for ensuring that all shipping information is accurate and complete before submitting an order.

Neuera Wellness is not responsible for delays or delivery issues caused by incorrect or incomplete addresses, carrier disruptions, severe weather, natural disasters, holidays, failed delivery attempts, or other circumstances outside of our control.

Certain temperature-sensitive products may ship only on select business days to help reduce the risk of weekend delays or extended transit time. Cold-storage or temperature-sensitive items may be shipped with appropriate packaging when required.

Prescription Medications

Prescription medications are available only when authorized by a licensed healthcare provider following an appropriate medical review.

Due to federal and state regulations, pharmacy standards, product integrity requirements, and patient safety concerns, prescription medications cannot be returned, exchanged, or refunded once shipped.

This includes, but is not limited to, compounded medications, injectable medications, refrigerated medications, temperature-sensitive medications, and any medication dispensed specifically for an individual patient.

No Returns or Refunds on Medications Once Shipped

All medication sales are final once shipped.

Neuera Wellness does not accept returns or issue refunds for medications once they have left the pharmacy or fulfillment facility, regardless of whether the package has been opened, used, refused, delayed, or returned to sender.

This policy applies for safety, regulatory, and quality-control reasons. Once a medication has been dispensed and shipped, it cannot be restocked, resold, reused, or reassigned to another patient.

Non-Medication Products

For non-prescription, non-medication products, returns may be accepted only if approved by Neuera Wellness in advance and only if the item is unused, unopened, in its original packaging, and returned within [Insert Number] days of delivery.

Shipping charges are non-refundable unless otherwise required by law or approved by Neuera Wellness.

Neuera Wellness reserves the right to deny any return that does not meet these requirements.

Damaged, Missing, or Incorrect Items

If your order arrives damaged, incomplete, or incorrect, you must contact Neuera Wellness within 48 hours of delivery so we can review the issue.

Please include:

Your full name
Order number
Description of the issue
Photos of the package, label, contents, and any visible damage

Neuera Wellness will review the information provided and determine whether a replacement, correction, store credit, or other resolution may be appropriate.

Submitting a claim does not guarantee a refund or replacement.

Lost or Delayed Packages

Once a package is transferred to the shipping carrier, delivery timing is subject to the carrier’s operations.

If a package is delayed, lost, marked delivered but not received, or otherwise affected by carrier issues, Neuera Wellness may assist with carrier tracking or claim support where available. However, Neuera Wellness is not responsible for carrier delays, failed delivery attempts, theft after delivery, or packages delivered to an incorrect address provided by the customer.

Customers are encouraged to monitor tracking updates and retrieve packages promptly upon delivery, especially when the order contains temperature-sensitive items.

Refused, Returned, or Undeliverable Packages

If a package is refused, unclaimed, returned to sender, or deemed undeliverable due to an incorrect address, failed delivery attempt, or customer inaction, the order may not be eligible for a refund.

Prescription medications and temperature-sensitive products are not eligible for refund if returned to sender or refused after shipment.

Additional shipping fees may apply if a replacement shipment is approved.

Cancellations

Orders may be canceled only if the cancellation request is received before the order has been processed, approved, sent to the pharmacy, prepared for fulfillment, or shipped.

Once an order has entered pharmacy processing, fulfillment, or shipping, it may no longer be eligible for cancellation.

Prescription medication orders cannot be canceled or refunded once they have been dispensed or shipped.

Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at the time of purchase.

Neuera Wellness is not responsible for orders shipped to an incorrect, outdated, incomplete, or mistyped address provided by the customer. Refunds or replacements may not be issued for address-related delivery issues.

Temperature-Sensitive Shipments

Some products may require special handling or temperature-sensitive packaging. Customers are responsible for promptly retrieving packages upon delivery and following all storage instructions provided with the order.

Exposure to heat, cold, weather, or delayed retrieval after delivery may affect product quality. Neuera Wellness is not responsible for product damage resulting from a customer’s failure to retrieve or properly store an item after delivery.

Chargebacks and Payment Disputes

Customers are encouraged to contact Neuera Wellness directly with any order concern before initiating a payment dispute or chargeback.

Submitting a chargeback for an order that has been properly processed, fulfilled, or shipped may result in account restrictions, suspension of future services, or collection of outstanding amounts where permitted by law.