FAQ – Neva
Support@neva.co | (800) 469-5546

FAQ

What Are Your Shipping Times?

  • Your shipping options will be listed at the checkout. Shipping times are different for every location. We also ship worldwide! 

  • Express shipping: 1-5 days

  • Standard shipping: 5-10 days

  • International shipping: 10-15 days

How Do I Change My Shipping Address?

  • If you enter your address incorrectly, you will need to contact us within 12 hours. After 12 hours we can not change your shipping address.

How Can I Track My Order?

  • Your tracking number will be automatically emailed to you after we fulfill your order. Tracking updates will depend on your shipping carrier and location.

My Package Is Lost, Can You Help?

  • Your shipping carrier is responsible for lost or stolen packages. You will need to file a missing package report first, then we will be able to assist you from there.

What Is Your Return Policy?

  • Our return policy is 30-days. For any reason you can return your item back to us within 30-days of delivery. From November 1st - December 20th our return policy is 90-days.

What Is a 90-Day Money Back Guarantee?

  • If you did not get visible results within 90-days we will give you a percentage of your money back.

  •  After you have completed the 12-week routine using the Neva eyelash and eyebrow growth serum, you are eligible for our money back or free bottle offer.

Do I Have To Pay For Return Shipping?

  • Yes, you will be required to pay for return shipping. Please contact us so we can provide you with our returns address.

How Do You Qualify For The 90-Day Money Back Guarantee?

  • Simply follow these steps to qualify for a refund or a free bottle:

    1. Take a photo of your eyelashes/eyebrows the day of your 1st application with a time stamp. 

    2. Complete the 12-week routine of consecutive application and take a picture with a timestamp. 

    3. Send us an email with your time stamped photos. 

    4. Once verified, you will be asked if you want a partial refund or a free bottle where you will be paying a certain amount for the shipping & handling. 

    5. Once decided, your chosen option will be processed right away.