FAQs

We’ve put together answers to the most common questions our customers ask.

ORDERS & SHIPPING

How long does it take to process and ship my order?

Orders are typically inspected and processed within 24–72 hours after payment is received.

Once shipped, delivery usually takes 7–12 business days, depending on your location and local courier services.

How can I track my order?

Once your order ships, you’ll receive an email with a tracking number so you can follow your package.

If you haven’t received tracking information within 5 days of placing your order, please contact our customer support team.

My tracking says “delivered,” but I haven’t received my package. What should I do?

Sometimes couriers mark packages as delivered slightly early or leave them in a safe location.

Please check around your property, mailbox, building entrance and with neighbours.

If you still can’t locate your package after 48 hours, contact us and we’ll help investigate.

I entered the wrong shipping address. What should I do?

If your order hasn’t shipped yet, we’ll do our best to update it.

If it has already been dispatched, you may need to contact the carrier directly.

Why does my tracking say “No information available at this time”?

Some carriers can take 2–5 business days to update tracking information after a shipment is created.

If more than 5 business days have passed with no update, please contact our support team.

RETURNS & REFUNDS

What is your money-back guarantee?

Every NeuroCerv™ order is backed by our 365-Day Satisfaction Guarantee.

Try NeuroCerv™ at home and see how it fits into your routine. If it isn’t right for you, contact us within 365 days of purchase and our team will guide you through the return process according to our Refund Policy.

Do I have to pay for return shipping?

Return shipping costs are the responsibility of the customer unless the product arrives defective or incorrect.

Our customer support team will provide the appropriate return instructions and address.

If your NeuroCerv™ is defective or you received the wrong item, contact us and we’ll help arrange a replacement.

What if my NeuroCerv™ is defective or stops working?

Please contact our support team with a description of the issue.

If possible, include a short video showing what’s happening so we can diagnose the problem quickly.

If the device is confirmed defective, we’ll help arrange a replacement.

Can I return an opened product?

Yes. NeuroCerv™ can be returned under the terms of our 365-Day Satisfaction Guarantee, even if you’ve tried it.

Please refer to our Refund Policy for complete eligibility and return conditions.

What happens after I return my product?

Once your return reaches our warehouse and is inspected, your refund will be issued to your original payment method.

Please allow approximately 2–7 business days for the refund to be processed after the return is approved.

Can I change or cancel my order after placing it?

We process orders quickly to get them shipped as soon as possible.

If you need to change or cancel your order, please contact us within 2 hours of placing it.

Once the order has been processed or shipped, we can no longer guarantee that changes or cancellations will be possible.

PRODUCT USE & TROUBLESHOOTING

My NeuroCerv™ isn’t heating or vibrating properly. What should I do?

First, try the following:

Make sure the device is sufficiently charged.
Check that the charging cable is connected properly.
Make sure all controls are being activated according to the user manual.
Try adjusting the heat and vibration settings individually.

If the problem continues, please contact our support team and, if possible, include a short video showing the issue.

Is NeuroCerv™ safe to use regularly?

NeuroCerv™ is designed for regular at-home use when used according to the instructions provided.

Always choose settings that feel comfortable and avoid forcing your neck into an uncomfortable position.

If you have a recent neck injury, surgery or a diagnosed medical condition affecting your cervical spine, consult your healthcare professional before use.

Does NeuroCerv™ need to stay plugged in while I use it?

No.

The latest version of NeuroCerv™ is rechargeable, so you can use it without keeping it connected to a wall outlet during your session.

Charge the device using the included charging cable, then use it wherever you’re most comfortable — on your bed, couch or favourite chair.

How do I use NeuroCerv™?

Make sure your NeuroCerv™ is charged.
Place it comfortably under your neck.
Turn on the device.
Select your preferred support, heat and vibration settings.
Lie back and relax for approximately 15 minutes.

Start with gentler settings and adjust them according to your comfort.

Can I use NeuroCerv™ more than once per day?

You can adjust how often you use NeuroCerv™ based on your comfort and the instructions in the user manual.

For most people, a simple 15-minute session is enough to make NeuroCerv™ an easy part of their daily neck-care routine.

Avoid prolonged or uncomfortable sessions, and stop using the device if you experience unusual discomfort.