Shipping Policy

 

Effective Date: December 10, 2025

 

NEATEN is committed to fast and reliable delivery of your premium grooming products across Asia. This policy outlines our shipping procedures, fulfilment timelines, and regional delivery expectations.

1. Fulfilment Location and Processing Time

  • Fulfilment Center: All NEATEN products are dispatched from our dedicated fulfilment center located in Selangor, Malaysia.
  • Order Processing: Orders placed will typically be processed and handed over to the courier within 1 working day of successful payment confirmation. Orders placed on weekends or public holidays will be processed the next business day.
  • Order Tracking: Once your order is dispatched, you will receive an automated email or SMS notification containing your tracking number and a link to monitor your package’s journey.

2. Shipping Destinations and Average Delivery Timelines

We ship to all countries and major territories within the Asia region. Delivery times are estimated and commence from the time the order is dispatched (not from the order date).

Destination Average Estimated Delivery Time (Working Days) Notes
Singapore Up to 3 working days Priority routing for our home market.
Malaysia (Peninsula & East) 2–5 working days Local delivery via domestic courier services.
Regional Asia (e.g., Thailand, Vietnam, Philippines, Taiwan, South Korea, Hong Kong, etc.) 3–7 working days International transit times may vary based on local customs.

Note on Delays: These timelines are estimates. We are not responsible for delays caused by extreme weather, customs procedures, public holidays in the destination country, or circumstances outside of the carrier’s or NEATEN’s reasonable control.

3. Shipping Costs

  • Calculation: Shipping fees are calculated at checkout based on the total weight of your order and the destination country.
  • Promotions: We periodically offer free or discounted shipping based on order value or regional promotions. Any applicable free shipping thresholds will be clearly displayed on our website.

4. Duties, Taxes, and Customs

  • Recipient Responsibility: The recipient (you, the customer) is responsible for any import duties, customs fees, taxes, or broker fees imposed by the destination country.
  • Customs Clearance: By placing an order with NEATEN, you agree to comply with all local laws and regulations of the destination country. Customs clearance procedures may cause delays beyond our original delivery estimates.

5. Delivery Issues and Responsibility

  • Lost or Stolen Packages (Tracking Confirms Delivery): If tracking shows your package has been delivered but you have not received it, please check with neighbours, building management, or designated safe locations. If the item remains missing, contact our 24/7 Customer Support team immediately so we can initiate a carrier investigation.
  • Incorrect Address: NEATEN is not responsible for delayed, rejected, or lost shipments due to incorrect or incomplete shipping addresses provided by the customer. If an order is returned to us due to an incorrect address, the customer will be responsible for re-shipping fees.

6. Order Modifications

If you need to change your shipping address or modify your order, please contact our 24/7 Customer Support team immediately after placing your order. We cannot guarantee changes once the order has been processed for dispatch (typically within 1 hour).