Shipping policy

Last updated: July 23, 2026

This page covers shipping and returns for every NEOGEN BIOACTIVES order placed at neogen.bio.

Shipping

Where we ship

We currently ship within the United States only. International shipping isn't available at this time.

Shipping cost

Standard shipping is complimentary on every U.S. order. No minimum, no code. If you choose an expedited option at checkout, it's billed at the carrier's rate; we pass the cost through with no markup or handling fee.

Processing and delivery

We process and ship orders within 1 to 2 business days, Monday through Friday, excluding holidays. You'll receive a shipping confirmation with tracking when your order is on its way. Delivery time after that depends on the carrier and your location; the estimates shown at checkout are good-faith estimates rather than guarantees.

Changing or cancelling an order

Need to change an address or cancel? Email support@neogen.bio as soon as you can and we'll do our best to catch it. Once an order has shipped we can't change it, but the returns section below has you covered.

Lost or delayed shipments

If tracking shows delivered but your order isn't there, give it a day and check with household members, neighbors, or your building's package area first; carriers sometimes scan early. If it still hasn't turned up, or if tracking has stopped moving and your order appears lost in transit, contact support@neogen.bio within 14 days and we'll make it right with a replacement or refund at no cost to you. If your order arrives damaged, the damaged, defective, or incorrect orders section below explains how we make that right too.

Returns and refunds

We think you'll love Radiance Serum, but if you're not completely satisfied, we have a flexible return policy.

Sixty-day returns

  • You have 60 days from the delivery date shown on your tracking email to make a return.
  • Products can be unopened and unused, or opened and used. One return of an opened product is accepted per product, per customer, regardless of the size purchased.
  • Refunds are issued to the original form of payment within 10 business days of receipt. Your bank or card issuer may take additional time to post the credit.
  • Shipping charges are not refunded, and return shipping is the responsibility of the customer.

How to start a return

  1. Email us at support@neogen.bio with your order number and the item you'd like to return, within 60 days of delivery.
  2. We will reply with a return authorization, the return address, and shipping instructions. Please wait for the authorization before sending anything back.
  3. Pack the product securely and ship it with the carrier of your choice. We recommend a tracked service, since the return is in your care until it reaches us.
  4. Once your return arrives, we will process your refund to your original form of payment within 10 business days.

Refund amounts

Your refund covers the full product price you paid. Original shipping charges, where any applied, and the cost of return shipping are not refunded.

Exchanges

We don't offer direct exchanges. If you'd like a different product, start a return for the original and place a new order whenever you're ready; the two are handled independently, so your new order ships without waiting on the return.

Damaged, defective, or incorrect orders

If your order arrives damaged, defective, or incorrect, email us at support@neogen.bio within 14 days of delivery with your order number and a photo of what you received. We will replace or refund it in full at no cost to you, including any shipping. The edition name is printed on the front of the carton, so you can confirm you received the right product at a glance.

Late or missing refunds

If it has been more than 10 business days since we confirmed your refund and it hasn't appeared, first check your card account again and then contact your bank or card issuer, since posting times vary. If it still hasn't arrived, email us at support@neogen.bio and we will track it down.

Gift cards

Gift cards are non-refundable.

Purchases from other sellers

This policy covers purchases made on neogen.bio. If you purchased a NEOGEN product elsewhere, please contact the original seller about their return process.

Contact

Questions about shipping or a return? Email us at support@neogen.bio and we will help.