NeuroPawn

Shipping & Delivery Policy

NeuroPawn Shipping & Delivery Policy

Effective Date: July 5, 2025
Last Updated: July 5, 2025

This Shipping & Delivery Policy outlines the terms and conditions for the shipment of products purchased from NeuroPawn Biotechnologies Inc. ("NeuroPawn", "we", "us", or "our") to our customers ("you" or "your"). By placing an order with us, you agree to comply with the terms set forth below.

1. General Shipping Information

1.1 Order Processing Time

  • All orders are subject to product availability and payment verification.
  • Orders typically take 1-3 business days to process before shipment (excluding weekends and holidays).
  • During peak seasons or promotional periods, processing times may be extended.
  • You will receive an email notification with tracking information once your order has shipped.

1.2 Shipping Carriers

NeuroPawn partners with reputable shipping carriers (e.g., Canada Post, FedEx, UPS, DHL) to deliver your orders. The specific carrier used for your order will depend on your location, selected shipping method, and package size/weight.

1.3 Shipping Costs

  • Shipping costs are calculated based on your location, the weight and dimensions of your order, and the selected shipping method.
  • You will see the exact shipping cost during the checkout process before finalizing your purchase.
  • Any promotional free shipping offers will be clearly indicated and applied at checkout.

1.4 Estimated Delivery Times

  • Estimated delivery times are provided for your convenience and are not guaranteed. They are estimates from the moment of shipment, not from the moment the order is placed.
  • Delivery times may vary due to factors beyond our control, including carrier delays, customs processing, weather conditions, and public holidays.

1.5 Shipping Address Accuracy

  • It is your sole responsibility to ensure the accuracy of your shipping address during checkout.
  • NeuroPawn is not responsible for packages delivered to incorrect or incomplete addresses provided by the customer.
  • If a package is returned to us due to an incorrect address, you will be responsible for the original shipping costs (non-refundable) and any re-shipping costs.

1.6 Damaged or Lost Shipments

  • If your package arrives damaged, please document the damage (photos of the package and contents) and contact our customer service team at support@neuropawn.tech within 48 hours of delivery.
  • If a package is confirmed lost by the carrier, please contact our customer service team to arrange for a replacement or refund. Investigations for lost packages may take up to 10-15 business days for domestic shipments and up to 30 business days for international shipments.

2. Domestic Shipping (Within Canada)

2.1 Standard Delivery

Orders shipped within Canada typically arrive within 3-7 business days after processing, depending on the destination.

2.2 Tracking

All domestic shipments include tracking. You will receive a tracking number via email once your order ships, allowing you to monitor its progress.

2.3 No Additional Duties or Taxes

For orders shipped within Canada, you will not be subject to additional import duties, taxes, or customs fees beyond the applicable sales taxes (GST/HST/PST) charged at checkout. The price displayed at checkout for Canadian orders is the final price, excluding any shipping charges.

3. International Shipping (Outside Canada)

3.1 International Shipping Costs & Methods

  • International shipping costs will be calculated at checkout based on your delivery address and chosen shipping speed.
  • Available international shipping methods and estimated delivery times will be presented during the checkout process.

3.2 International Tracking

Most international shipments include tracking. The extent of tracking visibility may vary by destination country and carrier capabilities.

3.3 Customer Responsibility for Import Charges (Duties & Taxes Policy)

Important: All import duties, taxes, customs fees, tariffs, Value-Added Tax (VAT), Goods and Services Tax (GST), customs processing fees, brokerage fees, and any other related charges imposed by the destination country are the sole responsibility of the recipient. These charges are not included in your item price or shipping costs paid to NeuroPawn. They are levied by your local government and/or postal service and must be paid directly to your local customs authority or delivery carrier upon or before receipt of your package.

Types of Potential Charges You May Incur:

  • Import Duties and Tariffs: Taxes on imported goods.
  • Value-Added Tax (VAT) or Goods and Services Tax (GST): Consumption taxes applied to the value of goods.
  • Customs Processing Fees: Fees charged by customs for clearing your package.
  • Brokerage or Handling Fees: Fees charged by the shipping carrier (e.g., UPS, FedEx, DHL, local postal service) for facilitating customs clearance on your behalf.
  • Storage Fees: If packages are held in customs for an extended period awaiting payment or documentation.

What NeuroPawn Cannot Control or Predict:

  • Exact Charge Amounts: Customs policies, duty rates, tax calculations, and fee structures vary significantly between countries and can change without notice. NeuroPawn has no control over these charges and cannot predict what they may be.
  • Processing Times: Customs clearance procedures can be unpredictable and may cause significant delays beyond our estimated delivery times.
  • Package Holds: Customs authorities may hold packages for inspection, additional documentation, or verification purposes.
  • Local Carrier Fees: Be aware that some delivery services or postal services in your country may charge additional brokerage or handling fees for customs clearance.

3.4 Before You Order (International)

We strongly recommend that you thoroughly research and understand your country's import regulations, duty rates, and tax policies BEFORE placing an international order, especially for high-value items. Key information to research includes:

  • Your country's duty-free threshold (the minimum declared value before duties and taxes apply).
  • Applicable duty rates for the specific type of products you are ordering (e.g., electronic components, medical devices, research equipment).
  • Any required documentation or identification numbers for import (see Section 3.5 below).
  • Prohibited or restricted items that cannot be imported into your country.

To obtain current and accurate information, please contact your local customs office or visit their official website prior to placing your order.

3.5 Required Documentation & Identification (International)

Certain countries require specific identification numbers or documentation for international shipments to facilitate customs clearance. It is your responsibility to provide these to the carrier or customs authority when requested. This list is illustrative and not exhaustive; requirements may change. Always verify current requirements with your local customs office or the relevant government agency.

  • Brazil: CPF (Cadastro de Pessoas Físicas) or CNPJ for businesses.
  • Chile: RUT (Rol Único Tributario).
  • Ecuador: RUC or RISE number.
  • India: PAN (Permanent Account Number) or Aadhaar number.
  • Israel: ID number.
  • Mexico: RFC (Registro Federal de Contribuyentes).
  • Peru: DNI or RUC.
  • South Africa: ID or passport number.
  • South Korea: Personal customs clearance code (PCCC).
  • Taiwan: ID number.
  • Turkey: TC Kimlik No (Turkish Identification Number) for citizens.
  • European Union (EU) / United Kingdom (UK): For some high-value shipments, an EORI (Economic Operators Registration and Identification) number may be required for businesses. For consumers, VAT may be collected at the point of sale (if NeuroPawn is registered) or upon import.

3.6 Our Documentation (International)

NeuroPawn will provide the following standard documentation for international shipments:

  • Commercial Invoices: With accurate item descriptions, harmonized system (HS) codes (where applicable), and declared values.
  • Customs Declarations: As required by origin country regulations (e.g., CN22/CN23 forms).
  • Tracking Information: When available from the shipping carrier, allowing you to track your package's journey.

4. Delivery Issues Related to Customs (International)

4.1 Package Refusal

If you refuse a package upon delivery due to unexpected duties, taxes, or other customs charges:

  • No refund will be issued for the product's value.
  • You will be solely responsible for any return shipping costs incurred by NeuroPawn.
  • NeuroPawn reserves the right to charge a restocking fee (e.g., 15% of the item's value) to cover administrative and processing costs.
  • The original shipping charges paid by you are non-refundable.
  • If you wish to have the item re-shipped after its return, new shipping charges will apply.

4.2 Packages Returned by Customs

If customs authorities in your country return a package to us due to:

  • Unpaid duties or taxes.
  • Missing or incorrect required documentation/identification.
  • Prohibited or restricted items.
  • Any other reason related to customs compliance.

No refund will be issued for the product's value. You will be responsible for:

  • The original shipping costs (which are non-refundable).
  • Return shipping costs charged by the carrier to send the package back to NeuroPawn.
  • Any customs, handling fees, or penalties incurred by NeuroPawn due to the package's return.
  • Re-shipping costs if you choose to have the item sent again after resolving the customs issue (e.g., providing correct documentation, paying fees). A new shipping charge will apply.

4.3 Lost or Seized Packages in Customs

NeuroPawn is not responsible for packages that are:

  • Confiscated or seized by customs authorities due to the import of prohibited or restricted items. It is your responsibility to ensure the items you order are permissible for import into your country.
  • Lost while in customs custody awaiting clearance or payment of duties/taxes. While we will assist by providing documentation, the responsibility for customs clearance and associated risks lies with the importer (you).
  • Damaged during customs inspection or handling.

In such cases, no refunds will be issued by NeuroPawn. You may need to directly contact your local customs office or carrier to resolve the issue.

5. Getting Help

5.1 For Customs Questions

  • Contact your local customs office directly for precise information regarding duties, taxes, thresholds, and import regulations specific to your country.
  • Consult your country's official customs website for the most up-to-date information.
  • For identification requirements, contact the appropriate government agency in your country (e.g., tax authority, national identification registry).

5.2 For Order Questions

Contact our customer service team at support@neuropawn.tech for questions related to your NeuroPawn order (e.g., product availability, order status, tracking information provided by us).

Please note that our customer service team cannot:

  • Advise on specific duty rates, tax calculations, or customs fees for your country.
  • Intervene in customs disputes or clearance issues on your behalf.
  • Provide legal advice regarding international customs regulations.
  • Guarantee delivery times when packages are held in customs.

6. Policy Updates

This policy may be updated periodically to reflect changes in NeuroPawn's shipping practices, international shipping regulations, or carrier requirements. Customers are responsible for reviewing the most current policy before placing orders.

By placing any order, whether domestic or international, you acknowledge that you have read, understood, and accept all terms and conditions outlined in this Shipping & Delivery Policy. By placing an international order, you specifically acknowledge that you understand and accept full responsibility for all duties, taxes, and customs-related charges and procedures in your country.

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