FAQs

1.1 Where does Neobitat ship?

We ship to the countries and regions available during checkout. Shipping availability, rates, and delivery options may vary depending on your destination and the products in your order.

International orders may be subject to import duties, taxes, or customs fees. These charges are determined by local authorities and are the customer’s responsibility unless otherwise stated at checkout.

1.2 How long does order processing take?

Orders are generally processed within 1–3 business days. Orders are not processed or shipped on weekends or public holidays.

During periods of high demand, processing may take slightly longer. We will contact you by email if there is a significant delay.

1.3 How long does delivery take?

Estimated delivery times are:

• Standard Shipping: 7–15 business days
• Express Shipping: 3–7 business days

Delivery times are estimates and may vary depending on your location, carrier operations, customs procedures, weather conditions, and other circumstances outside our control.

1.4 How much does shipping cost?

Available shipping methods and any applicable charges will be displayed at checkout before you complete your purchase.

Promotional free-shipping offers may be subject to destination, product, or order-value restrictions.

1.5 How can I track my order?

Once your order has shipped, you will receive a shipping confirmation email containing your tracking number.

Please allow up to 48 hours for the carrier to update the tracking information after the shipping notification is sent.

1.6 What should I do if my order is delayed or appears lost?

First, check the tracking information provided in your shipping confirmation email.

If the tracking has not updated for an extended period or the package appears to be lost, contact us at support@neobitat.com with your order number. Our support team will help investigate the shipment with the carrier.

1.7 What should I do if I entered the wrong shipping address?

Contact us at support@neobitat.com as soon as possible.

We will try to update the address if the order has not yet been processed or shipped. Once an order has entered fulfillment or has been handed to the carrier, we may not be able to change its delivery address.

Additional shipping charges may apply if a package is returned because of an incorrect or incomplete address.

2.1 What is the Neobitat return period?

You may request a return within 30 days of receiving your order.

Returns must be authorized before being sent back. To request a return, contact support@neobitat.com and include your order number, the reason for the return, and relevant photos or videos when applicable.

Returns sent without prior authorization may not be accepted.

2.2 What condition must a returned product be in?

To qualify for a standard return, the product must:

• Be unused and uninstalled
• Be in the same condition in which it was received
• Include the original packaging
• Include all accessories, manuals, batteries, chargers, and components
• Include valid proof of purchase

Products showing signs of use, installation, damage, modification, missing components, or improper operation may be rejected or subject to a reduced refund.

2.3 Who pays for return shipping?

If the product is defective, damaged in transit, or incorrect, Neobitat will cover the approved return shipping cost.

For non-defective returns, including change-of-mind returns, the return shipping cost may be deducted from the refund.

Do not ship a product back before receiving return instructions from our support team.

2.4 What should I do if my order arrives damaged, defective, or incorrect?

Contact support@neobitat.com as soon as possible and provide:

• Your order number
• A description of the issue
• Photos of the product and packaging
• A short video showing the issue when applicable
• The product serial number, if available

After reviewing the information, our support team will provide an appropriate solution. This may include troubleshooting, replacement parts, a replacement product, return authorization, or a refund.

2.5 How long does a refund take?

After your returned product has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds are generally issued to the original payment method within 10 business days. Your bank or card provider may require additional time to post the refund to your account.

2.6 Can I exchange a product?

For a different model or product, the fastest option is generally to return the original item after receiving authorization and place a new order.

For damaged, defective, or incorrect products, contact our support team before placing another order.

2.7 Do European Union customers have a right to cancel?

Customers receiving orders in the European Union may have a legal 14-day cooling-off period, subject to applicable consumer law.

Products must generally remain unused and include their original packaging and components. Return shipping costs may remain the customer’s responsibility unless the product is defective, damaged, or incorrect.

3.1 How do I get help with my Neobitat product?

Contact support@neobitat.com and include:

• Your full name
• Order number
• Product model
• Serial number, if available
• A clear description of the issue
• Photos or videos showing the issue

Providing complete information helps our support team assess the problem more efficiently.

3.2 Where can I find the user manual?

User manuals are available through the User Manual section of the Neobitat website or through the relevant product page.

Make sure you select the manual that matches your exact product model before assembly, installation, charging, operation, or maintenance.

If the manual for your product is not available, contact support@neobitat.com.

3.3 What information should I provide when reporting a product issue?

Please provide the following information:

• Your order number
• Product model
• Product serial number, if available
• A detailed description of the issue
• Photos showing the product and affected area
• A short video demonstrating the issue when applicable
• Any error messages shown in the app or on the product

This information helps our support team identify the problem and recommend the appropriate next steps.

3.4 What should I do if the product does not start or operate correctly?

Before contacting support, confirm that:

• The battery is fully charged
• The battery is installed correctly
• All safety switches and handles are properly engaged
• No packaging materials or obstructions remain
• The product has been assembled according to the user manual

If the issue continues, stop using the product and contact support@neobitat.com. Do not disassemble electrical components or attempt an unauthorized repair.

3.5 How can I contact Neobitat?

For order assistance, technical support, returns, and warranty-related questions, contact:

support@neobitat.com

Customer support hours:

Monday–Friday
10:00 a.m.–9:00 p.m. EST

Please include your order number and product model whenever possible.

4.1 How long is the product warranty?

Warranty coverage may vary by product, component, country, and point of purchase.

Please refer to the warranty information displayed on the relevant product page or included with your product. Keep your proof of purchase, order information, and product serial number, as these may be required for warranty service.

Normal wear, misuse, improper maintenance, unauthorized modification, accidental damage, and consumable components may not be covered.

4.2 What is not covered by the warranty?

Warranty coverage generally does not include:

• Normal wear and tear
• Damage caused by misuse or improper operation
• Damage caused by accidents, impacts, water exposure beyond the rated protection level, or improper storage
• Unauthorized repairs or modifications
• Failure to follow the user manual or maintenance instructions
• Cosmetic damage that does not affect normal operation
• Consumable or wear components, unless otherwise stated
• Products purchased from unauthorized sellers

Final warranty eligibility will be determined after the product and supporting information have been reviewed.

4.3 Are batteries and chargers covered by the same warranty?

Battery and charger warranty terms may differ from the warranty applicable to the main product.

Please check the warranty information for your specific product or contact support@neobitat.com with your product model and order number for confirmation.

4.4 How do I request warranty service?

Contact support@neobitat.com and provide:

• Your order number or proof of purchase
• Product model
• Product serial number, if available
• A clear description of the issue
• Relevant photos and videos
• Your current shipping address

Our support team may provide troubleshooting instructions before approving a repair, replacement part, replacement product, or other warranty solution.

4.5 Can I purchase replacement batteries, chargers, blades, or other parts?

Availability depends on the product model and destination.

Contact support@neobitat.com with your product model, the required component, and your shipping country. Our team will confirm whether the part is available and provide the appropriate next steps.

4.6 Can I repair or modify the product myself?

Do not disassemble, modify, or perform unauthorized repairs on the product, battery, charger, navigation system, motor, or electronic components.

Unauthorized repair or modification may create a safety risk and may affect warranty eligibility. Contact Neobitat Support before attempting a repair that is not described in the official user manual.

4.7 What should I do with a damaged or defective battery?

Stop using the battery immediately if it is swollen, leaking, cracked, unusually hot, damaged, or producing an unusual odor.

Do not charge, puncture, open, burn, or dispose of the battery with household waste. Keep it away from heat, moisture, children, and combustible materials.

Contact support@neobitat.com for further instructions and follow local regulations for lithium-ion battery recycling or disposal.