Shipping policy

NEOWIZ Online Store — Shipping Policy

Last updated: January 5, 2026

Thank you for shopping with the NEOWIZ Online Store. We’re committed to delivering your merchandise—including specialty collectibles, apparel, accessories, and limited-run items—with care, accuracy, and transparency.


This Shipping Policy outlines how orders are processed, shipped, and delivered.

1. Order Processing Times

  • Standard Processing: 1–3 business days
  • High-Demand / Limited-Run Products: 3–7 business days
  • Pre-Orders & Made-to-Order Items: Processing times vary and will be indicated on the product page.

Orders placed on weekends or holidays begin processing on the next business day.

2. Shipping Regions

We currently ship to:

  • United States (Domestic Shipping)
  • International Regions where licensing allows
    (Some NEOWIZ IP merchandise may be restricted by region due to licensing or distribution agreements.)

If your region is not available at checkout, we may not yet ship to that location.

3. Shipping Methods & Delivery Estimates

Delivery times begin after your order has been processed.

United States

  • Standard Shipping: 3–7 business days
  • Expedited Shipping: 2–3 business days
  • Priority Shipping: 1–2 business days

International

  • Standard International: 7–21 business days
  • Courier / Express Options: 3–10 business days (availability varies by country)

Note: Customs clearance may extend delivery times.

4. Shipping Costs

Shipping rates are calculated at checkout based on:

  • Destination
  • Package weight & dimensions
  • Shipping method selected

From time to time, NEOWIZ may offer free shipping promotions. These will be listed on the website and applied automatically when eligible.

5. Customs, Duties & Taxes (International Orders)

International customers are responsible for all:

  • Customs duties
  • VAT/GST
  • Import taxes
  • Brokerage fees
  • Any additional local charges

These fees are not included in the product or shipping cost and may be collected upon delivery by your local postal service or customs authority.

6. Tracking Your Order

Once your order ships, you will receive a confirmation email with:

  • Tracking number
  • Carrier information
  • Link to track delivery status

Tracking updates may take 24–48 hours to appear.

7. Shipping Issues & Lost Packages

If your package is delayed, lost, or delivered incorrectly:

  1. Check the tracking information for the latest updates.
  2. Verify that your shipping address was entered correctly at checkout.
  3. Contact the carrier directly when available.

If you still need help, contact us at:
LiesOfPCommunityOutreach@neowiz.com
Please include your order number and tracking ID.

NEOWIZ is not liable for packages lost due to incorrect shipping information provided by the customer, but we will do our best to assist.

8. Undeliverable or Returned Packages

Packages returned due to incorrect address, refusal, or failure to pick up may be:

  • Reshipped (additional shipping fees may apply), or
  • Refunded minus the original shipping cost

Limited-edition or final-sale merchandise may not be eligible for refund.

9. Split Shipments

To avoid delays, your order may ship in multiple packages—especially if:

  • Items are stored at different 3PL locations
  • Items have different production or pre-order timelines

You will receive separate tracking information for each package.

10. Pre-Orders & Limited-Edition Drops

Certain NEOWIZ products—including collectibles, apparel, or collaboration items—may be sold as:

  • Pre-Orders (ships upon production completion)
  • Limited Drops (restricted quantities)

Estimated ship dates will appear on the product page and may change due to manufacturing or freight delays. If timelines shift, customers will be notified via email.

11. Contact Us

For any shipping questions, reach out anytime:
📧LiesofPCommunityOutreach@NEOWIZ.com

Our goal is to ensure every NEOWIZ fan receives their merchandise safely, quickly, and exactly as ordered.

Additional rights for EU/UK residents

To comply with the General Data Protection Regulation (2016/679) and the UK Data Protection Act 2018 we have respectively appointed a European representative and a UK representative. If you wish to contact them, their details are as follows:

For EU Representative:

Bird & Bird GDPR Representative Services SRL

Avenue Louise 235

1050 Bruxelles

Belgium

EUrepresentative.NEOWIZ@twobirds.com

Key Contact:

Vincent Rezzouk-Hammachi

For UK Representative:

Bird & Bird GDPR Representative Services UK

12 New Fetter Lane

London

EC4A1JP

United Kingdom

UKrepresentative.NEOWIZ@twobirds.com

Key Contact:

Vincent Rezzouk-Hammachi