Order Tracking and ShippingUpdated 10 days ago

Overview

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.

United States Shipping

Smart Splitter Pro Bundles & Minimum Bundles

Smart Splitter Only (10-30, 14-30, 14-50, 10-50, 6-50 models)

EV Chargers (Wallbox)

Accessories (adapters, extension cords, mounting brackets, travel kits)

EV Charging Equipment direct from OEM (LENZ, Autel, etc.)

Shipping rates vary based on the supplier and are calculated at checkout. These items ship directly from the supplier's warehouse.

Canada Shipping

Smart Splitter Pro Bundle

Smart Splitter Minimum Bundle

Accessories (adapters, extension cords, mounting brackets)

This applies only to orders that do not include a Smart Splitter

EV Charging Equipment direct from OEM

Shipping rates vary based on the supplier and are calculated at checkout. These items ship directly from the supplier's warehouse.

Import Duties for Canadian Orders

Canadian orders are subject to import duties  (~ $70 CAD for Smart Splitter Orders), collected by the carrier at the time of delivery. This charge will appear from Purolator, UPS, or another carrier directly — not from NeoCharge.

This is disclosed at checkout in the shipping method description, so you'll see exactly what to expect before completing your order.

NeoCharge covers all shipping costs to Canada; only the import duties are payable at delivery.

Sales Tax (Canada)

Canadian customers pay applicable sales tax at checkout based on their province:

• GST (Goods and Services Tax) — 5% federal
• HST (Harmonized Sales Tax) — in provinces that have harmonized GST and PST
• PST (Provincial Sales Tax) — in BC, SK, MB
• QST (Quebec Sales Tax) — in Quebec

NeoCharge is registered as a Non-Resident Importer with the Canada Revenue Agency and remits all applicable taxes directly.

Order Processing Time

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 & Holiday Orders: Orders placed on weekends or holidays will be processed on the next business day.

Example Timeline:

• Order placed Monday at 10am → Ships Monday or Tuesday
• Order placed Friday at 5pm → Ships Monday (next business day)
• Order placed on a holiday → Ships next business day

Once your order ships, you will receive a shipping confirmation email with tracking information.

Shipping Destinations

United States

We ship to all 50 states, including:

• Contiguous United States
• Alaska
• Hawaii
• Puerto Rico

Canada

We ship to all Canadian provinces and territories.

PO Boxes & Military Addresses

Yes, we ship to:

• PO Boxes
• APO/FPO/DPO military addresses

Please ensure your address is entered correctly at checkout.

Multiple Shipments

Due to inventory allocation across our fulfillment centers, your order may be split into multiple shipments.

What This Means:

• You may receive multiple tracking numbers
• Items may arrive on different days
• There is no additional cost for split shipments
• Each shipment will have its own tracking information

This typically occurs when:

• Items are stocked in different warehouse locations (US and Canada)
• Certain items are temporarily out of stock at one location
• Large orders require fulfillment from multiple facilities

You will receive separate shipping confirmation emails for each shipment with individual tracking numbers.

Tracking Your Order

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'll Receive Tracking:

• You will receive a shipping confirmation email once your order has been picked up by the carrier
• This email will contain your tracking number(s), carrier information, and a link to track your package
• Please allow 24 hours after receiving your tracking number for the carrier's system to update

Tracking Your Package:

• Use the tracking number provided in your shipping confirmation email
• The tracking link will direct you to the appropriate carrier's website
• For questions about delivery status, contact the carrier directly using your tracking number

Signature: Signature is not required for delivery unless specifically requested by the customer.

Shipping Address

Address Accuracy: Please ensure your shipping address is complete and accurate at checkout.

Address Changes:

• Address changes must be requested within 2 hours of order placement by contacting [email protected]
• After this window, the order will be in fulfillment and address changes must be made directly with the shipping carrier using your tracking number
• The carrier assigned to your shipment will be identified in your shipping confirmation email

Incorrect Addresses:

• 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
• A new shipping fee may apply depending on the destination and shipping method

Refused Deliveries:

• If you refuse delivery of your package, you are responsible for the return shipping costs
• Refunds for refused deliveries will be processed according to our Returns Policy, minus any shipping costs incurred

Lost, Stolen, or Damaged Packages

Carrier Responsibility: Once you have received a tracking number from NeoCharge, responsibility for the shipment transfers to the carrier.

Lost or Stolen Packages:

• NeoCharge is not responsible for packages lost or stolen after delivery confirmation
• If tracking shows your package was delivered but you did not receive it:
  • Check with household members or neighbors
  • Check all possible delivery locations (front door, back door, mailroom, etc.)
  • Contact the carrier directly to file a claim or request an investigation
• For packages showing no delivery scan but lost in transit, contact the carrier to file a claim

Damaged Packages:

• If your package arrives visibly damaged, document the damage with photos before opening
• Contact [email protected] within 48 hours with photos of the damaged packaging and product
• NeoCharge will work with you to file a claim with the carrier and arrange for a replacement if necessary

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.

International Shipping

Currently Available:

• United States (all 50 states)
• Puerto Rico
• Canada

Not Currently Available: We do not ship to other international destinations at this time.

Customs & Duties (Canada):

• Customers are responsible for all customs duties, taxes, and fees
• These fees are determined by your country's customs office, not by NeoCharge
• Fees are collected by the carrier at the time of delivery
• NeoCharge has no control over these fees and cannot predict the exact amount

Holidays & Peak Seasons

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 & Carrier Delays: NeoCharge is not responsible for shipping delays caused by weather, carrier issues, or other circumstances beyond our control.

Contact & Support

For shipping questions or concerns:

Email: [email protected]

Response Time: Within 2 business days

For Tracking & 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.

Policy Updates

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.