FAQ's
Welcome to our FAQ, we are so happy to have you here and as a client.
We have tried to answer the most common questions.
Shipping & Returns & Orders & Products
I have changed my mind, can I cancel the order?
Yes, you have the right to cancel your order within 24 hours from placing it. If the parcel is already shipped, you’ll need to wait for delivery and return it to get a refund.
I don’t like my item, can I return it?
Absolutely. If you’re not happy with your order, you can return it. See our refund policy for more information.
My item arrived damaged/incorrect. Can I return it?
Yes, damaged or incorrect items can be exchanged or refunded. Please email support@instaneckrelief.com to request a new item or a full refund. In some cases, we may ask for a video or photo as proof.
How long does it take to get a refund?
Refunds might take up to 14 working days, depending on your payment method.
How does shipping and delivery work?
Orders typically ship within 24–48 hours. Our current shipping time is approximately 1–3 weeks, with an average of 2 weeks. We plan to move to a new warehouse soon to enable 2–3 day delivery.
I messed up my shipping address, what should I do?
Contact us at support@instaneckrelief.com immediately. Include your email, full name, and correct shipping address. If the parcel has already shipped, we won’t be able to update the address.
My tracking number is not working.
Please check your order summary to confirm whether you selected a tracked shipping option. Free standard shipping does not include tracking. For upgraded shipping, allow a few business days for updates.
How can I check the status of my order?
You’ll receive email updates regarding your order. If you selected tracked shipping, the tracking number will be sent by email and can be used to follow your parcel.
I have received a delivery confirmation, but I don't have the parcel.
Double-check with anyone you live with or your neighbors. If they don’t have it, please contact your local post office or courier.
Can I use a PO Box or APO/FPO military address?
Currently, our shipping partners cannot deliver to PO Boxes or APO/FPO addresses.
Can I be charged with import duties?
Yes, your order may be subject to import duties or taxes once it arrives in your country. The rates vary by country. We are not responsible for any such charges.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, Amex) and PayPal.