Last Updated March 11, 2026. Orders that have not yet shipped may be cancelled for a full refund. To cancel, email support@getneocharge.com with your order number and let us know you would like to cancel that order. If your order has already shipped,

Last Updated March 11, 2026<h2 dir="ltr" id="order-cancellations">Order Cancellations</h2>Orders that have not yet shipped may be cancelled for a full refund. To cancel, email&#xA0;support@getneocharge.com&#xA0;with your order number and let us know you would like to cancel that order. If your order has already shipped, the return policy below applies.<h2 dir="ltr" id="60-day-return-policy">60-Day Return Policy</h2>All return requests must be submitted within 60 days of the purchase date. Refunds are processed to the original payment method within 10 business days after the returned item is received and passes inspection.To be eligible for a return, the item must include all original parts, accessories, manuals, and packaging. The product must be in resellable condition and returned in its original packaging or equivalent protective packaging acceptable for resale.Returns may be denied if items are missing parts, show signs of damage or misuse, or have been improperly installed. No partial refunds are issued for missing components. If a return is denied, the product will be shipped back to you at your expense.<h2 dir="ltr" id="returns-with-protection-package-smart-splitter-checkout-only">Returns With Protection Package (Smart Splitter checkout only)</h2>If your order includes the Protection Package, eligible Smart Splitter products may be returned within 60 days, even if opened. NeoCharge provides a prepaid U.S. return label. Refunds are issued after inspection.Important:&#xA0;EV Chargers (EVSE) follow EVSE rules regardless of Protection Package. Protection Package does&#xA0;not&#xA0;waive EVSE restocking fees.<h2 dir="ltr" id="returns-without-protection-package">Returns Without Protection Package</h2>Orders placed as a Minimum Bundle or Custom Setup without Protection Package are marked &#x201C;No returns&#x201D;&#xA0;at checkout.NeoCharge may, at its sole discretion, accept a return within 60 days if unopened and unused:$50 &#x2014; Smart Splitter (Minimum Bundle or Custom Setup) $70 &#x2014; Custom Setup, including extension cordNeoCharge provides a prepaid U.S. return label. Fees cover shipping, inspection, processing, and restocking.<h2 dir="ltr" id="accessory-only-returns-no-protection-package-option">Accessory-Only Returns (No Protection Package Option)</h2><style type="text/css" id="isPasted">p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 13.0px 'Helvetica Neue'; color: #000000} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 13.0px 'Helvetica Neue'; color: #000000; min-height: 15.0px} span.s1 {color: #1f6bc0}</style>Accessories purchased separately (not as part of a Smart Splitter checkout flow) may be returned within 60 days if they are unused and in original packaging.Eligible accessories include:<ul><li style="font-family: Inter;">Extension cords</li><li style="font-family: Inter;">NEMA adapters (including travel kits)</li><li style="font-family: Inter;">Mobile charger adapters (including travel kits)</li><li style="font-family: Inter;">Industrial-grade wall receptacles (Hubbell outlets)</li><li style="font-family: Inter;">LENZ J1772/NACS adapters</li><li style="font-family: Inter;">Other standalone accessories</li></ul>Return requirements:<ul><li style="font-family: Inter;">Must be unused and in original packaging</li><li style="font-family: Inter;">Must be within 60 days of purchase</li><li style="font-family: Inter;">NeoCharge provides return shipping labels (U.S. returns)</li><li style="font-family: Inter;">Restocking/return fee is deducted from refund:<ul style="font-family: initial;"><li style="font-family: Inter;">$25 for adapters and Hubbell outlets</li><li style="font-family: Inter;">$35 for extension cords</li></ul></li></ul>Cannot be returned:<ul><li>Opened or used accessories</li><li>Installed products</li><li>Accessories outside the 60-day window</li><li>EV chargers (EVSE) under accessory fees (EVSE follows separate EVSE return rules)</li></ul>How to return:<ol><li>Email support@getneocharge.com with your order number and reason for return</li><li>Confirm the accessory is unused and in original packaging</li><li>NeoCharge will issue a return shipping label (where applicable)</li><li>Refund is processed to the original payment method after inspection, minus applicable fees</li></ol><h2 dir="ltr" id="ev-chargers-evse--special-return-rules">EV Chargers (EVSE) &#x2014; Special Return Rules</h2>EV chargers (including LENZ&#xA0;and Wallbox) have stricter return requirements regardless of bundle type.Unopened EVSE returns: request within 60 days; packaging/contents must be resellable.Opened EVSE returns: restocking fee of 25% of EV charger value (minimum $150).If condition is not acceptable, return may be denied and item shipped back at customer expense.<h2 dir="ltr" id="bundles-and-conflict-rule">Bundles and Conflict Rule</h2><style type="text/css" id="isPasted">p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 13.0px 'Helvetica Neue'; color: #000000} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 13.0px 'Helvetica Neue'; color: #000000; min-height: 15.0px}</style><ol><li>EVSE rules (if any EV charger is in the order) &#x2192; EVSE return terms control that item</li><li>Product-specific rules (accessory-only fees/conditions, Smart Splitter PP vs non-PP)</li><li>Bundle/default rules apply only when none of the above are more specific</li></ol>If two rules conflict, NeoCharge applies the rule tied to the specific item being returned; EVSE terms always override bundle terms.<h2 dir="ltr" id="exchanges">Exchanges</h2>If you received the wrong product/configuration, email <a href="mailto:support@getneocharge.com">support@getneocharge.com</a> with your order number.If exchange involves a different price point, NeoCharge will either refund the difference or send a payment link for remaining balance.Exchange requests are typically processed within 5&#x2013;7 business days after returned item is received and inspected.Manager exception: Outside-window unopened/unused wrong-configuration cases may be approved for exchange with documented management approval.<h2 dir="ltr" id="package-delivered-but-not-received">Package Delivered but Not Received</h2>If tracking shows delivered but you did not receive it, contact support within 7 days of delivery scan. NeoCharge will open a carrier investigation.Resolution (replacement or refund) follows investigation and claim review. Carrier investigations typically take&#xA0;7&#x2013;10 business days.<h2 dir="ltr" id="promotions-and-price-adjustments">Promotions and Price Adjustments</h2>Promotional codes cannot be stacked unless explicitly stated. If you believe a promotion was applied incorrectly, contact support within 7 days of purchase.<h2 dir="ltr" id="canada-and-international-orders">Canada and International Orders</h2>Canada checkout flow: currently supports Smart Splitter configurations for NEMA 14-30 and NEMA 14-50. These are the only 240V outlet configurations that are currently found in CanadaReturn shipping: Canada/international customers are responsible for return shipping, customs, duties, and related cross-border fees. NeoCharge may not provide prepaid labels internationally.Contact&#xA0;<a href="mailto:support@getneocharge.com" style="text-decoration:none;">support@getneocharge.com</a>&#xA0;with your order number and reason for return, and support will reply with instructions on where to send the returned product.Canada returns: approved returns are subject to a 20% restocking fee. Duties/taxes are not refundable by NeoCharge.<h2 dir="ltr" id="warranty">Warranty</h2>Standard Warranty: 1-year limited warranty on NeoCharge-manufactured products.Protection Package Warranty: 3-year total coverage (1-year standard + 2-year extension) for eligible products.Not covered:&#xA0;misuse, improper installation, cosmetic damage, normal wear, power surges/acts of nature, worn outlets/wiring issues.EVSE warranty:&#xA0;EVSE products follow manufacturer warranty; NeoCharge coordinates support where applicable.Warranty claims: email support at <a href="//getneocharge.com">getneocharge.com</a> with order number + issue details + photos/videos.<h2 dir="ltr" id="third-party-purchases">Third-Party Purchases</h2>NeoCharge honors purchases made through authorized third-party resellers (for example: electricians, wholesalers, Amazon, Best Buy, and other approved partners).Returns:&#xA0;third-party purchases follow the same return windows/conditions above (including 60-day limits and product-specific rules).Warranty: claims from authorized resellers are supported for up to 3 years from purchase date when applicable, and require valid proof of purchase. <h1 dir="ltr" id> </h1>

Warranty, Return and Refund Policy

Which policy applies to my order?. [1] Orders placed before October 9, 2025. These orders follow the legacy Smart Splitter policy:. [2] Orders placed October 9, 2025 through March 11, 2026 (recent pre‑March 12 orders). Return eligibility is based on

Legacy Policy for Orders Before March 12, 2026

Everything you need to know about tracking your order, shipping timelines, and delivery expectations.

Shipping PolicyLast Updated: October 10, 2025<h2 id="shipping-rates">Shipping Rates</h2><h3 id="free-shipping-on-bundles-us-only">Free Shipping on Bundles (US Only)</h3>All NeoCharge Smart Splitter bundles include FREE SHIPPING for US customers:<ul><li>The Ultimate Home Setup Bundle - FREE Express Shipping (2-3 business days)</li><li>The Pro Bundle - FREE Express Shipping (2-3 business days)</li><li>The Minimum Bundle - FREE Ground Shipping (5-7 business days)</li></ul><h3 id="us-accessory-orders">US Accessory Orders</h3>Orders containing only accessories (not part of a bundle):<ul><li>Orders $200+: FREE Ground Shipping (5-7 business days)</li><li>Orders under $200: $9.75 Ground Shipping (5-7 business days)</li></ul><h3 id="canada-shipping-rates">Canada Shipping Rates</h3>All orders shipping to Canada:<ul><li>Orders $0-$199.99: $15.00 CAD Ground Shipping (7-10 business days)</li><li>Orders $200+: $20.00 CAD Ground Shipping (7-10 business days)</li></ul>Canadian orders may be subject to duties and taxes upon delivery (see Canada section below for details).<hr><h2 id="shipping-methods--delivery-times">Shipping Methods &amp; Delivery Times</h2><h3 id="express-shipping-2-3-business-days">Express Shipping (2-3 Business Days)</h3>Included FREE with:<ul><li>The Ultimate Home Setup Bundle</li><li>The Pro Bundle</li></ul>Estimated Delivery: 2-3 business days after shipmentNote: Some bundle items may ship from different fulfillment centers. All items in Ultimate and Pro bundles are shipped via expedited 2-3 business day service, though the shipping method name at checkout may vary depending on the fulfillment location.<h3 id="ground-shipping-5-7-business-days---us--7-10-business-days---canada">Ground Shipping (5-7 Business Days - US) / (7-10 Business Days - Canada)</h3>Included with:<ul><li>The Minimum Bundle (FREE for US customers, $15-20 CAD for Canadian customers)</li><li>US Accessory orders $200+ (FREE)</li><li>US Accessory orders under $200 ($9.75)</li><li>All Canadian orders ($15-20 CAD based on order value)</li></ul>Estimated Delivery:<ul><li>US: 5-7 business days after shipment</li><li>Canada: 7-10 business days after shipment</li></ul>Important Notes:<ul><li>Delivery timeframes are business days (Monday-Friday, excluding holidays)</li><li>Delivery times are estimates and not guaranteed</li><li>Actual delivery times may vary based on carrier and destination</li><li>Weekend and holiday deliveries are at the discretion of the carrier</li></ul><hr><h2 id="order-processing-time">Order Processing Time</h2>Processing Time: Orders are typically processed within 2 hours of placement and prepared for shipment from our fulfillment center.Shipment Days: Orders ship on business days only (Monday-Friday, excluding holidays)Weekend &amp; Holiday Orders: Orders placed on weekends or holidays will be processed on the next business day.Example Timeline:<ul><li>Order placed Monday at 10am &#x2192; Ships Monday or Tuesday</li><li>Order placed Friday at 5pm &#x2192; Ships Monday (next business day)</li><li>Order placed on a holiday &#x2192; Ships next business day</li></ul>Once your order ships, you will receive a shipping confirmation email with tracking information.<hr><h2 id="shipping-destinations">Shipping Destinations</h2><h3 id="united-states">United States</h3>We ship to all 50 states, including:<ul><li>Contiguous United States</li><li>Alaska</li><li>Hawaii</li><li>Puerto Rico</li></ul><h3 id="canada">Canada</h3>We ship to all Canadian provinces and territories.Canadian Shipping Costs:<ul><li>Orders $0-$199.99: $15.00 CAD Ground Shipping</li><li>Orders $200+: $20.00 CAD Ground Shipping</li></ul>Canadian Duties &amp; Taxes:<ul><li>Currently: Orders ship from our US fulfillment center. Canadian customers may be required to pay duties, taxes, and customs fees upon delivery. These fees are the responsibility of the customer and are collected by the carrier at the time of delivery.</li><li>Coming Soon: We are establishing a Canadian fulfillment center to eliminate duties and taxes for Canadian customers. We expect to begin shipping from our Canadian facility within the next 30 days. When our Canadian fulfillment center opens, shipping costs and delivery times will be updated. Canadian customers will be notified when this service becomes available.</li></ul><h3 id="po-boxes--military-addresses">PO Boxes &amp; Military Addresses</h3>Yes, we ship to:<ul><li>PO Boxes</li><li>APO/FPO/DPO military addresses</li></ul>Please ensure your address is entered correctly at checkout.<hr><h2 id="multiple-shipments">Multiple Shipments</h2>Due to inventory allocation across our fulfillment centers, your order may be split into multiple shipments.What This Means:<ul><li>You may receive multiple tracking numbers</li><li>Items may arrive on different days</li><li>There is no additional cost for split shipments</li><li>Each shipment will have its own tracking information</li></ul>This typically occurs when:<ul><li>Items are stocked in different warehouse locations (US and Canada)</li><li>Certain items are temporarily out of stock at one location</li><li>Large orders require fulfillment from multiple facilities</li></ul>You will receive separate shipping confirmation emails for each shipment with individual tracking numbers.<hr><h2 id="tracking-your-order">Tracking Your Order</h2>Tracking Information: All orders include tracking at no additional cost.Carrier Selection: NeoCharge uses a fulfillment partner that selects the most efficient carrier for your shipment. Your order may be shipped via UPS, USPS, FedEx, Amazon Logistics, OnTrac, or other regional carriers based on your location and service level.When You&apos;ll Receive Tracking:<ul><li>You will receive a shipping confirmation email once your order has been picked up by the carrier</li><li>This email will contain your tracking number(s), carrier information, and a link to track your package</li><li>Please allow 24 hours after receiving your tracking number for the carrier&apos;s system to update</li></ul>Tracking Your Package:<ul><li>Use the tracking number provided in your shipping confirmation email</li><li>The tracking link will direct you to the appropriate carrier&apos;s website</li><li>For questions about delivery status, contact the carrier directly using your tracking number</li></ul>Signature: Signature is not required for delivery unless specifically requested by the customer.<hr><h2 id="shipping-address">Shipping Address</h2>Address Accuracy: Please ensure your shipping address is complete and accurate at checkout.Address Changes:<ul><li>Address changes must be requested within 2 hours of order placement by contacting support@getneocharge.com</li><li>After this window, the order will be in fulfillment and address changes must be made directly with the shipping carrier using your tracking number</li><li>The carrier assigned to your shipment will be identified in your shipping confirmation email</li></ul>Incorrect Addresses:<ul><li>If a package is returned to us due to an incorrect or incomplete address provided by the customer, the customer is responsible for the cost of reshipment</li><li>A new shipping fee may apply depending on the destination and shipping method</li></ul>Refused Deliveries:<ul><li>If you refuse delivery of your package, you are responsible for the return shipping costs</li><li>Refunds for refused deliveries will be processed according to our Returns Policy, minus any shipping costs incurred</li></ul><hr><h2 id="lost-stolen-or-damaged-packages">Lost, Stolen, or Damaged Packages</h2>Carrier Responsibility: Once you have received a tracking number from NeoCharge, responsibility for the shipment transfers to the carrier.Lost or Stolen Packages:<ul><li>NeoCharge is not responsible for packages lost or stolen after delivery confirmation</li><li>If tracking shows your package was delivered but you did not receive it:<ul><li>Check with household members or neighbors</li><li>Check all possible delivery locations (front door, back door, mailroom, etc.)</li><li>Contact the carrier directly to file a claim or request an investigation</li></ul></li><li>For packages showing no delivery scan but lost in transit, contact the carrier to file a claim</li></ul>Damaged Packages:<ul><li>If your package arrives visibly damaged, document the damage with photos before opening</li><li>Contact support@getneocharge.com within 48 hours with photos of the damaged packaging and product</li><li>NeoCharge will work with you to file a claim with the carrier and arrange for a replacement if necessary</li></ul>Our Commitment: While NeoCharge is not responsible for carrier issues, we want you to receive your order. Contact our support team and we will do our best to assist in resolving carrier-related issues.<hr><h2 id="international-shipping">International Shipping</h2>Currently Available:<ul><li>United States (all 50 states)</li><li>Puerto Rico</li><li>Canada</li></ul>Not Currently Available: We do not ship to other international destinations at this time.Customs &amp; Duties (Canada):<ul><li>Customers are responsible for all customs duties, taxes, and fees</li><li>These fees are determined by your country&apos;s customs office, not by NeoCharge</li><li>Fees are collected by the carrier at the time of delivery</li><li>NeoCharge has no control over these fees and cannot predict the exact amount</li></ul><hr><h2 id="holidays--peak-seasons">Holidays &amp; Peak Seasons</h2>Holiday Shipping: During major holidays, our fulfillment center is closed and orders will be processed on the next business day.Peak Season: During peak shopping periods (Black Friday, Cyber Monday, holidays), processing and delivery times may be extended. We will communicate any delays via email.Weather &amp; Carrier Delays: NeoCharge is not responsible for shipping delays caused by weather, carrier issues, or other circumstances beyond our control.<hr><h2 id="contact--support">Contact &amp; Support</h2>For shipping questions or concerns:Email: support@getneocharge.comResponse Time: Within 2 business daysFor Tracking &amp; Delivery Questions: Contact your carrier directly using the tracking number provided in your shipping confirmation email. The carrier has the most up-to-date information about your package location and estimated delivery.<hr><h2 id="policy-updates">Policy Updates</h2>NeoCharge reserves the right to update this Shipping Policy at any time. The most current version will always be available at getneocharge.com. The policy in effect at the time of order placement governs that transaction.

Order Tracking and Shipping

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Manage your orders, returns, warranty claims, and account information in one place.

Warranty, Orders, and Returns

Setting Up Your Smart Splitter (Installation Guide)

Smart Splitter Quick Start Guide

Smart Splitter Safety Guidelines and Cautionary Advice

Smart Splitter Mounting Bracket Guide

Understanding Smart Splitter Indicator Lights

Downloading and Setting Up the NeoCharge App

Getting Started - Smart Splitter

How Does the Smart Splitter Work?

Use Cases: What Appliances Does it Work With?

Primary VS Secondary Outlets Explained

Using Adapters

Safety Features and Certifications

Specifications and Technical Details

Dual EV - Sequential vs Simultaneous Charging

Smart Splitter Basics

App Features Overview

Setting Up Locations and Utility Rates

Creating Charging Schedules

NeoCharge Power+: Direct Utility Integration

Vehicle Integration Guide

Energy Usage and Cost Tracking

How Does Smart Charging Work?

NeoCharge App

General Smart Splitter Troubleshooting Steps

Smart Splitter - Factory Reset Instructions

Smart Splitter Not Switching Correctly - Troubleshooting Guide

Smart Splitter - LED Status Guide

Circuit Breaker Tripping Troubleshooting Guide

How and why should I reboot my Smart Splitter?

Secondary Side of Smart Splitter Shuts Off?

GFCI Breaker Troubleshooting

Space Constraints: Smart Splitter Installation Guide

Overheating Smart Splitter / Wall Receptacle - Safety Checklist

Smart Splitter High Temperature Alert

Calibrate Smart Splitter

No Power to One or Both Sides of Smart Splitter

LED Indicator Not On

Smart Splitter - Troubleshooting

How do I report a bug in the app?

My Vehicle Make/Model is not supported in the app - what should I do?

App Issues with Specific EV Brands (Hyundai, Kia, GMC, Ford)

Smart Schedule not working

Why are costs not tracking for my Smart Splitter devices?

Why is nothing showing in my account?

Smart Splitter Setup & Connection Guide

Legacy Smart Splitter Support Guide (Pre-2023 Models)

NeoCharge App - Troubleshooting

Tesla Mobile Connector - Charging Rate Reduced / Overheating Warning

EV Charger - Ground Fault or Error Code

Physical Connection Problems

Other EV Charging Equipment - Troubleshooting

Troubleshooting

Adapters

Industrial vs Residential Grade Outlets

Extension Cords

EV Chargers (EVSE)

EV Charging Accessories

Charging Speeds - The Different "Levels" of Charging

How much does it cost to have an electrician install a dedicated 240V outlet in my home?