How do i know my order has been received?
Once you’ve completed your online order you will receive an order confirmation e-mail. Please check this carefully to ensure all your details are correct. If any details are incorrect please contact us immediately at firstname.lastname@example.org.
What are your payment options?
NeoPro Cycling uses PayPal & Shopify Payments services which means you can pay with your Mastercard, Visa or American Express Card – no PayPal account required either!
Can I combine orders?
Sorry, you can’t.
Are my products reserved in my cart?
It's not yours until it says, "order complete!". Unlike in real life shopping, you can't reserve it by adding to your trolley and have a browse around the store. In order to ensure it's yours, select your items and go to checkout once you have everything you need. Sometimes in the rush of the releases and sales, multiple customers have the same item in their cart and it's first in first served!
Can I edit or add to my order?
Unfortunately, no. Once your order has been placed, it cannot be edited in any way.
Can I return items?
You are welcome to return items (except socks, Neck Gaiters, casquettes, gift cards and final sale items, where this is listed in the product description), so long as it is new, with tags and bags attached. Please see our returns policy HERE for detailed information.
When will shipping occur?
We start shipping the orders the next business day - however due to increased volumes during release periods, please allow for 3-5 business days for your order to be dispatched. Once we have dispatched your order, we will provide you with a tracking number.
If you no longer want the apparel you have ordered you can send it back to us for a refund within 30 days as long as the product is in its original packaging and has not been used. Please see our returns policy section HERE for more information.
What is your Bundle Deal Return Policy?
When purchasing from a bundle deal, please ensure you are happy with all of the items/colours you have chosen.
If for example you choose 3 Jerseys for our 3 Jersey bundle and return one (and keep the others), your new purchase (and refund) price will be calculated based on the 2 Jerseys you are keeping which are at our standard RRP.
Can I have a refund on a gift voucher?
No we cannot refund gift vouchers.
I received my item but I do not like it, what can I do?
Whilst we feel this is a highly unlikely scenario with your new NeoPro product, you have the same option as above to return the item as long as it is in the original packaging and within 30 days. Please see our returns policy HERE
I want a different size or style but have already received my order?
No worries, just send us an email at email@example.com and we will arrange for a refund of the products. Just make sure it has the original packaging and is unused. For further information on returns please see our returns policy HERE.
I ordered the wrong size in my custom kit, can I swap it for the correct size?
Unfortunately as this is a custom order there is no refunds or swaps on wrong sizes. Please keep this in mind when placing your custom order.
I have a warranty query
If the product is faulty, we’ll meet our obligations under the Consumer Guarantees Act to provide a remedy in terms of a refund, exchange, or credit. If you have a warranty concern, please email us at firstname.lastname@example.org.
I have a concern about my order
Please ensure you have assessed your new NeoPro Cycling apparel within 24hours of delivery and notified us of any concerns within this timeframe. Should you notify us of any issues outside of this timeframe, we will be unable to process your request. Please note, this also includes any incorrect or missing items from your order.
What if my billing address is separate from my shipping address?
No problem. You will be prompted to enter separate details for shipping and billing addresses at checkout. If the addresses are the same you can specify that too and avoid entering your details twice.
Can you ship to a PO Box or overseas?
Yes, we can ship to a PO BOX
Yes we can ship to addresses outside of Australia.
Is there tracking on my order?
Once we fulfilled your order, you will be emailed tracking information you can follow. If you need any help, you can contact them via their tracking links or us -email@example.com.
We may ship your order from any of our global warehouses depending upon stock allocations. You can note this in your shipping information and tracking if this occurs. International shipping takes approx. 6 business days.
What happens if i give you the wrong address?
If an order/s is found to be incorrectly addressed by NeoPro Cycling then we will be responsible for the re-delivery, replacement or refunding of the item(s). If the customer is found to have given an incorrect or insufficient address, then we will not refund or resend the product and all responsibility for correcting delivery will be borne by the customer.
I ordered express but my order hasn’t been shipped yet?
Express shipping means the shipping carrier will deliver your package quicker (check their websites for their specific guarantees) than standard post once they receive the package into their system. This does not mean it will get fulfilled faster than other orders.
I don’t know what size I am?
Please check our size guide in our main menu and select your size according to the 4 measurements and additional instructions. If you’re unsure, DM us on socials or email us with your 4 measurements - firstname.lastname@example.org
How do I care for my new kit?
To maintain the high quality of our clothing they should be cleaned at regular intervals. Please see our Garment Care information HERE .
I can't login to my account, What should i do?
If your e-mail address or password is not working, double check that you are using the same e-mail address and password that you used when you first created your account. If you do not remember your password, enter your e-mail address in to the ‘Forgot Your Password?’ box on the log-in page and we’ll send you an e-mail to remind you what your password is.
If you are still running into issues trying to login contact us.
How do I sign up for the rewards program?
Simply create an account through our Rewards Page and enter your name, email, and password. It’s free to join and you will automatically be signed up to receive emails with insider access to sales, promotions and all of our newest drops. If you currently have an account or email subscription with us - you've already been enrolled in our rewards program so you can kick back, sign in, and start earning Points!
What are the advantages of becoming a rewards member?
Our rewards program is a tiered program that allows members to earn more perks the more they engage with us. Members receive rewards points for each purchase, that can then be redeemed towards the cost of future purchases. You also earn points for sharing with friends, leaving product reviews and are even gifted with bonus points just for having a birthday!
I already have an account. Do I need to create a new one to earn rewards?
We took care of that for you! All customers with an active account were automatically enrolled in our rewards program. If you have had more than one customer account with us, please note that only one rewards account was created per person.
Where can I find all of my rewards account info?
The rewards page is your roadmap to all your points and perks. You can access all your info by visiting our Rewards Page.
Will I receive points for purchases I made prior to creating my rewards account?
You will only receive points for purchases made after creating your rewards account. Make sure to create an account before placing an order so you can receive points!
How do I redeem my points?
Exchanging your points for great rewards couldn’t be easier! Simply visit the Rewards Page to view all our great reward options and click the ‘Redeem’ button to redeem your chosen reward. Please note, all code must be copied down as once refreshed the code will not be generated again.
What are the easy ways to earn points?
For starters- each member gets a reward just for joining our rewards program. Aside from earning points through purchases, you can add your birthday to your account to earn points, leave us a review and photo, or like us on Facebook/Follow us on Instagram. Access all the ways to earn under the “Ways to earn points” on the rewards page.
Why didn’t I earn points on my purchase?
Double-check you were signed into your rewards account and didn’t accidentally check out as a guest. You must be logged into your NeoDough account when making purchases to earn points. You also won’t receive points iif you return your purchase or your purchase is canceled for any reason. Please note that any points you earn on a purchase you later return will be deducted from your point balance.
I should have earned points for a purchase/incentive but I didn’t see my account balance change. Did I get credit?
Yes! You work hard to earn points and we want you to feel confident that all of your points are right where they should be… in your account! The first thing to note is that there may be a delay in our systems communicating and points could take anywhere from minutes to several hours to appear in your account. However, if you feel like you have earned points but they are not showing up in your account you can also troubleshoot it with these tricks:
- Try to refresh your browser.
- Try to log out and then back into your account.
- Check your “Rewards history” in your Rewards account to see if the points were added. Your “Rewards history” will show you the number of points earned, how and when they were earned, as well as any redemptions of points made on your account.
If you still feel like your points balance is not accurate you can contact our customer service team at email@example.com and they will look into the issue for you.