Shipping Policy

Last Updated: August 24, 2026

This Shipping Policy applies to all orders placed on neckadjust.shop and is incorporated into our Terms of Service.

1. Order Processing

Orders are processed within 1–2 business days (Monday–Friday, excluding holidays) after payment confirmation. You will receive a confirmation email once your order is placed, and a separate shipping confirmation with tracking information once it leaves our warehouse.

2. Shipping Methods, Costs, and Delivery Estimates

Method	Estimated Delivery	Cost
Standard (Domestic US)	16 business days	Free
Expedited (Domestic US)	Faster than Standard — exact delivery estimate and price shown at checkout	Calculated at checkout
International (UK, EU, and worldwide)	16–25 business days, varies by destination	Calculated at checkout

Delivery estimates are provided by our carriers and are estimates only, not guarantees. Actual delivery times may vary due to weather, customs processing, carrier delays, high order volume (e.g., holidays), or other events outside our control. We are not liable for delays caused by the carrier or by events beyond our reasonable control (see Force Majeure, Section 9).

3. Shipping Address Accuracy

You are responsible for providing a complete and accurate shipping address at checkout. We are not responsible for orders shipped to an incorrect address that you provided, and we are not able to redirect a package once it has entered the carrier's network. If a package is returned to us as undeliverable due to an incorrect or incomplete address, we will contact you, and reshipment may require payment of an additional shipping fee.

4. Order Tracking

All orders include tracking information, sent to the email address provided at checkout. Please allow up to 48 hours after receiving a tracking number for carrier scan updates to appear.

5. Lost, Missing, and Stolen Packages ("Shipping Protection")

We want every order to arrive. If something goes wrong in transit, here is exactly how we handle it, split into two situations that are treated differently:

a. Package never marked "delivered" (lost in transit). If tracking shows no delivery scan and the estimated delivery window has passed, contact us at info@crossoverny.com with your order number. We will open an investigation with the carrier. If the carrier confirms the package is lost, or it remains unscanned for 10 business days (domestic) or 20 business days (international) past the estimated delivery date, we will issue a free reshipment or a full refund, at your choice — no police report is required for this scenario, since carrier tracking itself substantiates that delivery did not occur.

b. Package marked "delivered" but you did not receive it (reported stolen / porch piracy). If carrier tracking shows a "delivered" scan but you did not receive the package, this is treated as a potential theft claim rather than a shipping loss, and the following are required before we can issue a refund or replacement:

1. You must contact us within 7 days of the "delivered" scan date.
2. You must file a police report with your local police department regarding the theft, and provide us with either a copy of the report or the report/case number, along with the filing department's name.
3. We may also ask you to check with neighbors, your building manager/leasing office, and household members, and to confirm the delivery address on file is correct, before or alongside filing the report.
4. Once a valid police report is provided, we will process a replacement or refund at our discretion.
5. We reserve the right to deny a claim that lacks sufficient documentation, is filed after the applicable window, or is part of a pattern suggesting abuse of this policy (for example, repeated "stolen package" claims associated with the same customer, address, or payment method). Filing a false police report is a criminal offense in most jurisdictions, and we reserve the right to report suspected fraudulent claims to the appropriate authorities.

(If you offer a paid "Shipping Protection" add-on at checkout through a third-party provider, add that provider's specific claim process, coverage limits, and premium/refundability terms here, since a paid protection product may carry additional disclosure obligations.)

6. Damaged or Defective Items

If your order arrives damaged or defective, contact us within 7 days of delivery at info@crossoverny.com with your order number and photos of the damaged item and packaging. We will provide a replacement or full refund, including original shipping costs, at no cost to you.

7. Incorrect or Missing Items

If you receive the wrong item or are missing an item from your order, contact us within 7 days of delivery with your order number, and we will correct it at no additional cost.

8. Refused or Unclaimed Packages

If a package is refused, unclaimed, or returned to us as undeliverable through no fault of ours, we may deduct the original outbound shipping cost from any refund, and reshipment (if requested) will require payment of a new shipping fee.

9. Force Majeure

We are not responsible for shipping delays or failures caused by events beyond our reasonable control, including but not limited to severe weather, natural disasters, customs delays, labor disputes, carrier disruptions, or public health emergencies.

10. International Shipping — Customs, Duties, and Taxes

International orders (UK, EU, and other countries) may be subject to customs duties, import taxes, VAT, and broker fees, which are the responsibility of the recipient and are not included in our product or shipping prices. We are not responsible for customs delays or for packages held or seized by customs authorities. Please check with your local customs office for more information before ordering if you are unsure. UK and EU customers retain their statutory consumer rights regardless of these terms, as described in our Refund Policy.

11. Contact Us

For any shipping-related question or issue:

Crossover Group LLC (d/b/a Neck Adjust) 130 West 123rd Street, Apt 4F, New York, NY 10027 Email: info@crossoverny.com Or via our contact form at neckadjust.shop/contact