Ordering

How do I place an order? Add the items you want to your cart, go to checkout, enter your shipping and payment details and confirm. You will get a confirmation email right away with your order number.

Do I need an account to order? No — you can check out as a guest. Creating an account lets you track orders and check out faster next time.

Can I change or cancel my order? Contact us at support@neoonline.store as soon as possible. If your order has not shipped yet we can change or cancel it; once it ships, treat it as a return.

What payment methods do you accept? We accept major credit and debit cards, processed securely at checkout. See our Payment Security page for details.

Shipping

Where do you ship? Within the United States only, including Alaska, Hawaii and US territories.

How long will my order take? Orders are processed in 1 to 2 business days and standard shipping usually takes 3 to 7 business days after that. Full details are on our Shipping page.

How do I track my order? We email a tracking number when your order ships. Allow up to 24 hours for the first carrier scan to appear.

How much is shipping? It is calculated by weight and destination and shown in your cart before you pay. We sometimes offer free standard shipping over a stated order value.

Products

How do I choose the right paddle or racket? Each product page lists the weight, grip size, core or head size and intended level of play. If you are unsure between two options, email us and we will help you choose.

What grip size should I get? Grip size is a personal fit; a smaller grip suits more wrist action while a larger grip is more stable. If you are between sizes, choose the smaller — you can build it up with an overgrip.

Are the balls for indoor or outdoor play? We label each ball clearly. Outdoor balls are harder with smaller holes for wind; indoor balls are lighter with larger holes.

Returns

What is your return policy? Unused items in original condition and packaging can be returned within 30 days. Used paddles, grips, opened ball tins and worn apparel cannot be returned for hygiene reasons. See our Refund and Returns page.

How long do refunds take? Once we receive and inspect your return, approved refunds go back to your original payment method within 5 to 10 business days.

My item arrived damaged — what do I do? Email support@neoonline.store within 7 days with photos and your order number and we will arrange a replacement or refund and cover return shipping.