Shipping policy

Last Updated: April 9, 2026

At Neobay, we understand that when it comes to your cat’s respiratory health, every day counts. That’s why we’ve partnered with professional fulfillment networks across the United States to ensure your order reaches you as quickly and safely as possible.

1. Shipping Rates & Delivery Times

🇺🇸 United States

 

🇦🇺 Australia

Order Processing: All orders are processed within 1–2 business days (excluding weekends and holidays) before being handed over to the carrier.

Service Area: We currently ship to addresses within the United States (including Alaska and Hawaii) and Australia. Delivery timeframes for Australia are estimates and may vary due to customs clearance or public holidays.

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2. Fulfillment & Carriers

United States: Your order will be shipped from the nearest available warehouse in our U.S. fulfillment network (utilizing Amazon MCF), stored in professional, climate-controlled centers across the country. We partner with trusted carriers including USPS, UPS, FedEx, and Amazon Logistics.

Why your package might arrive in an Amazon box: To reduce our carbon footprint and speed up delivery, we utilize a multi-channel fulfillment network. Don't be surprised if your Neobay order arrives in Amazon-branded packaging—it's just our way of getting it to you faster!

Australia: Orders shipped to Australia are fulfilled via international courier through DHL or FedEx International. All applicable customs duties and import taxes are covered by Neobay — there are no hidden fees for our Australian customers.

3. Order Tracking

Once your order has been dispatched, you will receive a Shipping Confirmation Email containing your tracking number and a direct link to the carrier’s website.

Please allow 24–48 hours for the tracking information to update once you receive the notification. If you have any trouble tracking your package, please reach out to our team at support@neobaypet.com.

4. Lost or Damaged Packages

Damaged upon arrival: If your Neobay package arrives damaged, please take a photo and contact us at support@neobaypet.com within 48 hours. We will arrange a replacement immediately.

Missing packages: If your tracking says "Delivered" but you haven't received your item, please check with neighbors or your local post office first. If it is still missing after 3 business days, contact our support team.

5. Address Accuracy

Please double-check your shipping address at checkout. Neobay is not responsible for orders shipped to an incorrect address provided by the customer. If you notice an error, contact support@neobaypet.com immediately. We can only update the address if the order has not yet been processed.