Faq
Frequently asked questions
Below is a list of the Frequently asked questions. Please search for yours and if it is still not answered please contact us by emailing neopro@neoprocycling.com
How do I know my order was received?
+ -You'll receive an order confirmation email right after placing your order. Please check your inbox and your spam. Our email address is neopro@neoprocycling.com
Can I change or cancel my order?
+ -Orders cannot be edited or cancelled once placed. Please double-check your order details before checking out.
When will my order ship?
+ -We aim to ship all orders by the next business day. During peak periods (sales, new releases), dispatch may take 5 - 7 business days.
How do I track my order?
+ -Once your order is dispatched, you’ll receive a tracking link via email.
Do you ship to PO Boxes or internationally?
+ -Yes. We ship to PO Boxes and internationally. Delivery timeframes vary depending on location.
What happens if I enter the wrong address?
+ -If the incorrect address was entered at checkout, we're unable to resend or refund the order. Redelivery costs will be the customer's responsibility.
Is express shipping faster?
+ -Express shipping means faster delivery by the courier once they’ve received the package. It doesn’t jump the queue and speed up the order fulfilment process in warehouse.
What is your return policy?
+ -Returns are accepted within 30 days of fulfilment for store credit. Items must be unused, in original packaging, and have all tags attached. Please check our returns policy carefully.
Can I return sale items?
+ -Yes, unless marked as final sale or specified in the product description. Socks and gift cards are non-returnable.
How do I return an item?
+ -Start your return here. If you need help, email us at neopro@neoprocycling.com with your order number. We'll guide you through the process.
Can I return a gift card?
+ -Gift cards are not refundable and expire 12 months from date of purchase. This includes store credits.
Can I return part of a bundle?
+ -Yes. Your refund will be recalculated based on the full price of the remaining items.
Example: Bought 3 jerseys for $200? If you return one, the remaining two revert to full price, and your refund reflects the difference.
Can I exchange for a different size or style?
+ -We don’t offer direct exchanges. Please return your item for store credit and place a new order for your exchange.
Can I return a custom kit?
+ -Custom kits are final sale. Please confirm sizing before placing your order.
The fit feels different to my last order. Why?
+ -We continuously refine and update our patterns. Minor variations between production runs may occur as a result of design improvements and standard manufacturing tolerances.
How do I choose the right size?
+ -Use our NeoPro Specific online Size Guide. Still unsure? Email us at neopro@neoprocycling.com with your four key measurements and we’ll help you out.
How do I care for my kit?
+ -For long-lasting performance, follow our Garment Care guidelines.
I can't log in to my account. What should I do?
+ -Try the “Forgot Password” link on the login page. Still having trouble? Email us at neopro@neoprocycling.com.
There’s an issue with my order — what now?
+ -Please assess your NeoPro Cycling apparel within 24 hours of delivery and notify us of any issues within this timeframe. This includes faulty, incorrect, or missing items. Requests made outside this timeframe cannot be processed.
Email us at neopro@neoprocycling.com.
I received a faulty item, what are my options?
+ -If your item is faulty, we’ll honour our obligations under the Consumer Guarantees Act. Contact us with short videos and a description of the issue. Email us at neopro@neoprocycling.com.
How do bundle deals work?
+ -Eligible items added to your cart will automatically apply the bundle discount at checkout.
What happens if I return one item from a bundle?
+ -We’ll recalculate your refund based on the remaining items at their full retail price.
Where is my promotional gift?
+ -From time to time, we may include free promotional items with eligible orders. These items are provided as a bonus and are not part of the purchased product.
Free promotional items are not eligible for return, exchange, replacement, or refund, including store credit. This applies even if the promotional item is faulty, damaged, or missing, unless otherwise required under Australian Consumer Law.
Free promotional items have no cash value and cannot be substituted, transferred, or redeemed for store credit.
Promotional items are offered while stock last and may be substituted with a similar item or discontinued at any time without notice.
Are damaged or lost items covered?
+ -Yes, if the damage or loss occurred during transit and is verified by the courier.
What’s not covered?
+ -- Items stolen after delivery
- Incorrect addresses entered at checkout
- Items not officially declared lost by the postal service
