How to start a return, free exchanges, refunds in the US and Canada, EV chargers, warranty coverage and cancellations.

<p><em>Last updated September 25, 2026. This policy applies to all NeoCharge orders.</em></p>
<h2 id="start-a-return">Start a return</h2>
<p>Go to <a href="https://getneocharge.com/apps/returns">getneocharge.com/apps/returns</a> and enter your order number with your email or postal code. You&apos;ll get a prepaid return label and a packing slip right away. Please don&apos;t send anything back without starting a return first.</p>
<h2 id="return-window">Return window</h2>
<p>You can start a return or exchange within <strong>30 days of the date your order ships</strong>. Items must come back complete, with every part, manual and accessory in the original boxes.</p>
<h2 id="exchanges-are-always-free">Exchanges are always free</h2>
<p>Ordered the wrong outlet type, model or adapter, or it doesn&apos;t fit your setup? Email <a href="mailto:support@getneocharge.com">support@getneocharge.com</a> with your order number and the item you need (a photo of your outlet helps). We&apos;ll send you a prepaid label for the item you have and ship the right one as soon as your return is on its way (in Canada, right away). If the new item costs more, we&apos;ll send you a secure payment link for the difference; if it costs less, we&apos;ll refund the difference once your return arrives.</p>
<h2 id="refunds-united-states">Refunds (United States)</h2>
<p>Refunds go back to your original payment method once your return arrives and is inspected, usually within 10 business days. A <strong>20% open-box fee</strong> is deducted from refunds on orders without the Protection Package. Orders with the <strong>Protection Package</strong> get a full refund of the product price, even if opened; the Protection Package itself isn&apos;t refunded. Original shipping charges aren&apos;t refundable. We don&apos;t offer store credit.</p>
<h2 id="refunds-canada">Refunds (Canada)</h2>
<p>Returns and exchanges are <strong>free</strong>, with a prepaid Canadian label and no duties or customs forms. If you received a $200 NeoCharge Rewards payment for the returned unit, that amount is deducted from your refund.</p>
<h2 id="defective-damaged-or-wrong-item">Defective, damaged or wrong item?</h2>
<p>Don&apos;t return it through the portal. Email <a href="mailto:support@getneocharge.com">support@getneocharge.com</a> with your order number and a photo. We&apos;ll troubleshoot with you first, and if the unit is faulty or we shipped the wrong item, we&apos;ll send the replacement at no cost along with a free return label.</p>
<h2 id="ev-chargers">EV chargers</h2>
<p>Unopened EV chargers can be returned within 30 days with a <strong>10% return and restocking fee</strong>; the Protection Package doesn&apos;t waive this fee. <strong>Opened EV chargers can&apos;t be returned.</strong> If an opened charger is faulty, it&apos;s covered by the manufacturer&apos;s warranty and we&apos;ll help you with the claim.</p>
<h2 id="items-shipped-by-our-partners">Items shipped by our partners</h2>
<p>Some products, including Autel and LENZ chargers and LENZ adapters, ship directly from the manufacturer. These can&apos;t be returned through the online portal. Email <a href="mailto:support@getneocharge.com">support@getneocharge.com</a> and we&apos;ll arrange the return with the manufacturer under the same terms.</p>
<h2 id="returns-we-cant-accept">Returns we can&apos;t accept</h2>
<p>Items returned incomplete, damaged, installed improperly or showing misuse aren&apos;t refunded. We&apos;ll email you photos and a link to pay return shipping so we can send the item back; items not reclaimed within 14 days may be recycled. We don&apos;t issue partial refunds for missing parts.</p>
<h2 id="warranty">Warranty</h2>
<p>NeoCharge products carry a <strong>1-year limited warranty</strong> in the United States, extended to <strong>3 years with the Protection Package</strong>. Canadian orders get a <strong>3-year warranty</strong>. The warranty doesn&apos;t cover misuse, improper installation, cosmetic damage, normal wear, power surges or worn outlets and wiring. EV chargers are covered by their manufacturer&apos;s warranty; we&apos;ll help you with the claim. To make a warranty claim, email <a href="mailto:support@getneocharge.com">support@getneocharge.com</a> with your order number and a description or photo of the problem.</p>
<h2 id="order-cancellations">Order cancellations</h2>
<p>Orders that haven&apos;t shipped can be cancelled for a full refund. Email <a href="mailto:support@getneocharge.com">support@getneocharge.com</a> with your order number.</p>
<h2 id="package-delivered-but-not-received">Package delivered but not received</h2>
<p>If tracking shows delivered but you didn&apos;t receive it, contact support within 7 days of the delivery scan. We&apos;ll open a carrier investigation, which typically takes 7&#x2013;10 business days, and resolve it with a replacement or refund after review.</p>
<h2 id="promotions-and-price-adjustments">Promotions and price adjustments</h2>
<p>Promotional codes can&apos;t be stacked unless explicitly stated. If you believe a promotion was applied incorrectly, contact support within 7 days of purchase.</p>
<h2 id="bought-somewhere-else">Bought somewhere else?</h2>
<p>Returns for purchases from Amazon, Best Buy, electricians or other retailers go through that retailer. We honor the NeoCharge warranty on those purchases with proof of purchase.</p>
<p>Questions? <a href="mailto:support@getneocharge.com">support@getneocharge.com</a></p>

Returns, Exchanges and Warranty Policy

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

<h2 id="isPasted">Overview</h2><p>NeoCharge ships to the United States and Canada. We offer free standard shipping on all Smart Splitter bundles in both countries, with express upgrade options for customers who need faster delivery. Accessory-only orders ship at standard rates.</p><hr><h2 id="united-states-shipping">United States Shipping</h2><h3 id="smart-splitter-pro-bundles--minimum-bundles">Smart Splitter Pro Bundles &amp; Minimum Bundles</h3><table><thead><tr><th scope="col" style="width: 36.2529%;">Method</th><th scope="col" style="width: 29.5327%;">Delivery Time</th><th scope="col">Cost</th></tr></thead><tbody><tr><td style="width: 36.2529%;">Standard Shipping</td><td style="width: 29.5327%;">5-7 Business Days</td><td><strong>FREE</strong></td></tr><tr><td style="width: 36.2529%;">Express Shipping</td><td style="width: 29.5327%;">2-3 Business Days</td><td>$40 (paid upgrade)</td></tr></tbody></table><h3 id><br></h3><h3 id="smart-splitter-only-10-30-14-30-14-50-10-50-6-50-models">Smart Splitter Only (10-30, 14-30, 14-50, 10-50, 6-50 models)</h3><table><thead><tr><th scope="col">Method</th><th scope="col">Delivery Time</th><th scope="col">Cost</th></tr></thead><tbody><tr><td>Standard Shipping</td><td>5-7 Business Days</td><td><strong>FREE</strong></td></tr><tr><td>Express Shipping</td><td>2-3 Business Days</td><td>$40 (paid upgrade)</td></tr></tbody></table><h3 id="-1"><br></h3><h3 id="ev-chargers-wallbox">EV Chargers (Wallbox)</h3><table><thead><tr><th scope="col">Method</th><th scope="col">Delivery Time</th><th scope="col">Cost</th></tr></thead><tbody><tr><td>Standard Shipping</td><td>5-7 Business Days</td><td><strong>FREE</strong></td></tr><tr><td>Express Shipping</td><td>2-3 Business Days</td><td>$45 (paid upgrade)</td></tr></tbody></table><h3 id="-2"><br></h3><h3 id="accessories-adapters-extension-cords-mounting-brackets-travel-kits">Accessories (adapters, extension cords, mounting brackets, travel kits)</h3><table><thead><tr><th scope="col">Method</th><th scope="col">Delivery Time</th><th scope="col">Cost</th></tr></thead><tbody><tr><td>Standard Shipping</td><td>5-7 Business Days</td><td>$12</td></tr><tr><td>Express Shipping</td><td>2-3 Business Days</td><td>$30</td></tr></tbody></table><h3 id="-3"><br></h3><h3 id="ev-charging-equipment-direct-from-oem-lenz-autel-etc">EV Charging Equipment direct from OEM (LENZ, Autel, etc.)</h3><p>Shipping rates vary based on the supplier and are calculated at checkout. These items ship directly from the supplier&apos;s warehouse.</p><hr><h2 id="canada-shipping">Canada Shipping</h2><h3 id="smart-splitter-pro-bundle">Smart Splitter Pro Bundle</h3><table><thead><tr><th scope="col">Method</th><th scope="col">Delivery Time</th><th scope="col">Cost</th></tr></thead><tbody><tr><td>Express Shipping</td><td>2-3 Business Days</td><td><strong>FREE</strong></td></tr></tbody></table><h3 id="-4"><br></h3><h3 id="smart-splitter-minimum-bundle">Smart Splitter Minimum Bundle</h3><table><thead><tr><th scope="col">Method</th><th scope="col">Delivery Time</th><th scope="col">Cost</th></tr></thead><tbody><tr><td>Standard Shipping</td><td>5-7 Business Days</td><td><strong>FREE</strong></td></tr></tbody></table><h3 id="-5"><br></h3><h3 id="accessories-adapters-extension-cords-mounting-brackets">Accessories (adapters, extension cords, mounting brackets)</h3><p>This applies only to orders that do not include a Smart Splitter</p><table><thead><tr><th scope="col">Method</th><th scope="col">Delivery Time</th><th scope="col">Cost</th></tr></thead><tbody><tr><td>Standard Shipping</td><td>5-7 Business Days</td><td>$15 CAD</td></tr><tr><td>Express Shipping</td><td>2-3 Business Days</td><td>$40 CAD</td></tr></tbody></table><h3 id="-6"><br></h3><h3 id="ev-charging-equipment-direct-from-oem">EV Charging Equipment direct from OEM</h3><p>Shipping rates vary based on the supplier and are calculated at checkout. These items ship directly from the supplier&apos;s warehouse.</p><hr><h2 id="import-duties-for-canadian-orders">Import Duties for Canadian Orders</h2><p>Canadian orders are subject to import duties &#xA0;<strong><em>(~ $70 CAD for Smart Splitter Orders)</em></strong>, collected by the carrier at the time of delivery. This charge will appear from Purolator, UPS, or another carrier directly &#x2014; not from NeoCharge.</p><p>This is disclosed at checkout in the shipping method description, so you&apos;ll see exactly what to expect before completing your order.</p><p>NeoCharge covers all shipping costs to Canada; only the import duties are payable at delivery.</p><hr><h2 id="sales-tax-canada">Sales Tax (Canada)</h2><p>Canadian customers pay applicable sales tax at checkout based on their province:</p><ul><li><strong>GST (Goods and Services Tax)</strong> &#x2014; 5% federal</li><li><strong>HST (Harmonized Sales Tax)</strong> &#x2014; in provinces that have harmonized GST and PST</li><li><strong>PST (Provincial Sales Tax)</strong> &#x2014; in BC, SK, MB</li><li><strong>QST (Quebec Sales Tax)</strong> &#x2014; in Quebec</li></ul><p>NeoCharge is registered as a Non-Resident Importer with the Canada Revenue Agency and remits all applicable taxes directly.</p><hr><h2 id="order-processing-time">Order Processing Time</h2><p><strong>Processing Time</strong>: Orders are typically processed within 2 hours of placement and prepared for shipment from our fulfillment center.</p><p><strong>Shipment Days</strong>: Orders ship on business days only (Monday-Friday, excluding holidays)</p><p><strong>Weekend &amp; Holiday Orders</strong>: Orders placed on weekends or holidays will be processed on the next business day.</p><p><strong>Example Timeline</strong>:</p><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><p>Once your order ships, you will receive a shipping confirmation email with tracking information.</p><hr><h2 id="shipping-destinations">Shipping Destinations</h2><h3 id="united-states">United States</h3><p>We ship to all 50 states, including:</p><ul><li>Contiguous United States</li><li>Alaska</li><li>Hawaii</li><li>Puerto Rico</li></ul><h3 id="canada">Canada</h3><p>We ship to all Canadian provinces and territories.</p><h3 id="po-boxes--military-addresses">PO Boxes &amp; Military Addresses</h3><p>Yes, we ship to:</p><ul><li>PO Boxes</li><li>APO/FPO/DPO military addresses</li></ul><p>Please ensure your address is entered correctly at checkout.</p><hr><h2 id="multiple-shipments">Multiple Shipments</h2><p>Due to inventory allocation across our fulfillment centers, your order may be split into multiple shipments.</p><p><strong>What This Means</strong>:</p><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><p>This typically occurs when:</p><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><p>You will receive separate shipping confirmation emails for each shipment with individual tracking numbers.</p><hr><h2 id="tracking-your-order">Tracking Your Order</h2><p><strong>Tracking Information</strong>: All orders include tracking at no additional cost.</p><p><strong>Carrier Selection</strong>: 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.</p><p><strong>When You&apos;ll Receive Tracking</strong>:</p><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><p><strong>Tracking Your Package</strong>:</p><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><p><strong>Signature</strong>: Signature is not required for delivery unless specifically requested by the customer.</p><hr><h2 id="shipping-address">Shipping Address</h2><p><strong>Address Accuracy</strong>: Please ensure your shipping address is complete and accurate at checkout.</p><p><strong>Address Changes</strong>:</p><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><p><strong>Incorrect Addresses</strong>:</p><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><p><strong>Refused Deliveries</strong>:</p><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><p><strong>Carrier Responsibility</strong>: Once you have received a tracking number from NeoCharge, responsibility for the shipment transfers to the carrier.</p><p><strong>Lost or Stolen Packages</strong>:</p><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><p><strong>Damaged Packages</strong>:</p><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><p><strong>Our Commitment</strong>: 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.</p><hr><h2 id="international-shipping">International Shipping</h2><p><strong>Currently Available</strong>:</p><ul><li>United States (all 50 states)</li><li>Puerto Rico</li><li>Canada</li></ul><p><strong>Not Currently Available</strong>: We do not ship to other international destinations at this time.</p><p><strong>Customs &amp; Duties</strong> (Canada):</p><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><p><strong>Holiday Shipping</strong>: During major holidays, our fulfillment center is closed and orders will be processed on the next business day.</p><p><strong>Peak Season</strong>: During peak shopping periods (Black Friday, Cyber Monday, holidays), processing and delivery times may be extended. We will communicate any delays via email.</p><p><strong>Weather &amp; Carrier Delays</strong>: NeoCharge is not responsible for shipping delays caused by weather, carrier issues, or other circumstances beyond our control.</p><hr><h2 id="contact--support">Contact &amp; Support</h2><p>For shipping questions or concerns:</p><p><strong>Email</strong>: support@getneocharge.com</p><p><strong>Response Time</strong>: Within 2 business days</p><p><strong>For Tracking &amp; Delivery Questions</strong>: 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&apos;s location and estimated delivery.</p><hr><h2 id="policy-updates">Policy Updates</h2><p>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.</p>

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

EMS Pairing: Connecting the Energy Monitor to Your EV Charger

Energy Monitor Installation Guide

Smart Splitter vs Energy Monitor: Which Do I Need?

Energy Monitor Status Light Guide

Charging Paused? How the EMS Handles Internet and Power Interruptions

Energy Monitor & EMS: Frequently Asked Questions

Energy Monitor

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?