Store Policies

How ordering, payment, shipping, returns and cancellations work at US Neurologicals.

Payment

You can pay by credit or debit card, Apple Pay, Google Pay or Link (all handled by Stripe), or by PayPal. We never see or store your card number.

Hospitals, universities and other institutions that are not yet set up with us: please contact us first and we will get you set up and confirm pricing, terms and lead time. Institutions already set up with us can order by purchase order: email it to contact@usneurologicals.com.

You may also pay by Postal Order (only) or personal cheque. Please contact us first at contact@usneurologicals.com so we can confirm the total and where to send it. Personal cheques delay your order, because we wait for the funds to clear before we ship: allow an additional 7 to 10 business days.

Shipping and delivery

We ship by UPS Ground with tracking. The exact shipping price for your address is shown in your cart before you pay.

Orders from outside the United States: customs duties and taxes are your responsibility. The country you are shipping to will assess them when the package enters, and you must pay them before the package is released. Please also check your own bank's policy on foreign transaction fees, which are charged to you (import fees, taxes, tariffs and similar).

Prices and taxes

Goods are charged at the price shown on the product page on the date you place your order. Prices are exclusive of tax or applicable customs for foreign orders (please check with your local authorities). Prices are correct at the time of publication; errors and omissions excepted. If an unexpected price change affects your order, we will tell you and ask whether you wish to reconsider before we go ahead.

Discounts

Student, resident and fellow discounts are available on eligible products. Please email contact@usneurologicals.com before you order and we will tell you what applies.

Return / Refund Policy

Every item we sell is carefully inspected before it ships.

Returns on standard in-stock items. If an item doesn't meet your needs, contact us within 7 days of delivery for a return authorization. The item must be unused and in its original packaging, and return shipping is paid by the customer. On orders with a merchandise total over 250 dollars (before shipping and tax), a flat 25-dollar restocking fee also applies. We refund the item price (less that fee, when it applies) to your original form of payment once we receive the return. Original shipping charges are not refunded.

Faulty or damaged items. If an item arrives faulty or damaged, tell us within 10 days of delivery and we will replace it or refund it, and we pay the return shipping.

Large orders (over 1,000 dollars). Orders with a merchandise total over 1,000 dollars (before shipping and tax) are final sale. We often order or build these items specifically for you, so they can't be returned, refunded or cancelled once the order is placed. The only exception is an item that arrives faulty or damaged, as described above.

Final sale (no returns or refunds), any order size:

• engraved or personalized items
• lenses and other items built to order
• opened or used single-use items, including Neurotips, monofilaments, Medipin, Sniffin' Sticks and taste strips

This policy applies to orders placed on or after October 14, 2026.

Cancellations

You may cancel an order of 1,000 dollars or less any time before it ships. Items built to order or engraved cannot be cancelled once building or engraving has started.

Complaints

If you have a complaint about any part of our service, by phone, fax, email or letter, we will deal with it promptly (we will reply within 5 working days), confidentially and effectively. Email contact@usneurologicals.com.