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.
OUT OF STOCK
Will you be restocking once sold out?
NeoPro Cycling doesn’t always restock our designs in a full size range – there may be a chance that if it is sold out we won’t specifically order that again. Remember though, we do custom designs as well so you could always email us at neopro@neoprocycling.com for prices and options.
Is it an option to backorder any stock if it is currently unavailable?
As we cannot guarantee we will be restocking any particular items we do not take backorders either, however no order is too big or too small for us – send us an email at neopro@neoprocycling.com and we may be able to do a custom set for you with any design.
Some Items won’t me let it be added to my cart?
If the item is not available to add to your cart then it is not available for purchase and out of stock.
ORDERS
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 neopro@neoprocycling.com.
If you don’t receive an order confirmation e-mail from us within 24 hours of placing your order check your Junk folder in case our emails are going there. We may also have the incorrect email address registered with your name. Please check your account details to ensure your e-mail address has been entered correctly.
If you still cannot see why you haven’t received one please e-mail neopro@neoprocycling.com and we’ll look into it for you.
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!
SALES
I’VE PLACED MULTIPLE ORDERS, CAN I COMBINE MY SHIPPING?
If you have placed more than one order, NeoPro is unfortunately not able to combine shipping and send these as one package. Over our new product release or sale events, we have a big influx of orders and makes it near impossible to make changes when they are in a queue. This goes for changes toe to delivery address, names, or to change or cancel items.
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 RETURN ITEMS FROM THE SALE?
If an item does not fit, you are welcome to return it however during the sale you are only eligible for a store credit NOT a refund on the card you purchased on, minus any shipping fees (outbound and inbound)
WHEN WILL SHIPPING OCCUR?
We start shipping the orders the next business day - however due to increased volumes, 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.
RETURNS
What is your Return Policy?
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.
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 neopro@neoprocycling.com and we will arrange for a refund of the products. Just make sure it has the original packaging and is un-used. 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.
DELIVERY
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?
Anything we send you will have a tracking number for it with the order confirmation
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.
TECHNICAL
What size should I get?
On our products page you will find our sizing guide to give you an idea of what size to get. We have a no stress returns policy – So if it doesn’t fit as well as you would like you can exchange it for a different size – no worries!
How do I Care for my new kit?
To maintain the high quality of our clothing they should be cleaned at regular intervals. Information and instructions can be found on the care labels in each Kit.
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.
I want to stay in the loop, how do I receive updates on new styles?
Head over to our blog page and see our latest entries and just some general cycling banter! We are working on getting a newsletter sent out, stay tuned to our home page to sign up when its available!