Question 1

How do I place an order?

Accepted Answer

Browse the catalog, add products to your cart, and continue to checkout. You will be asked to sign in before completing payment. After your order is placed, Neosgo will send a confirmation email and the order will appear in your account.

Question 2

Do I need an account to check out?

Accepted Answer

Yes. Buyers need one Neosgo account to place orders, review order history, track shipments, and buy either single-unit listings or wholesale listings with MOQ pricing.

Question 3

Do products have volume pricing?

Accepted Answer

Some products include quantity-based pricing tiers. When volume pricing is available, it is reflected on the listing and is applied based on the quantity in your cart.

Question 4

What payment methods do you accept?

Accepted Answer

Neosgo uses secure checkout and shows the supported payment method options during checkout. When Stripe is enabled for the environment, card payments are processed through Stripe Checkout.

Question 5

What kinds of products can I find on Neosgo?

Accepted Answer

Neosgo offers approved brand partner products across public marketplace categories. Product availability depends on what approved sellers have listed, which products are active, and which campaigns or categories are currently featured.

Question 6

What information is shown on a product page?

Accepted Answer

Product pages can include photos, price, MOQ, quantity tiers, seller information, inventory status, shipping or pickup availability, condition, packaging, and the listing description.

Question 7

Can product availability change?

Accepted Answer

Yes. Inventory is seller-managed and can change as items are purchased, updated, or delisted. The latest quantity and pricing are reflected on the listing and at checkout.

Question 8

Can I ask questions before ordering?

Accepted Answer

Yes. If you need clarification about a listing, use the Contact page and include the product ID or product link so the support team can review your request more quickly.

Question 9

How much does shipping cost?

Accepted Answer

Shipping is calculated during checkout based on the items in your cart, the shipping destination, and the fulfillment details provided by the seller. Taxes are also quoted during checkout before the order is placed.

Question 10

Can I pick up my order instead of shipping it?

Accepted Answer

Some products support pickup. Pickup is available only when every item in the cart supports pickup and the cart shares a common pickup location. If pickup is available, you can choose it during checkout.

Question 11

How do I track my order?

Accepted Answer

After you sign in, go to My Orders to view order details, shipment status, and tracking links when a seller has provided tracking information.

Question 12

How long does shipping take?

Accepted Answer

Shipping timelines vary by seller, product, and destination. Once a shipment is created, you can review the latest shipment and tracking updates from the order details page.

Question 13

What is your return policy?

Accepted Answer

Some listings may have limited returns based on the disclosed condition and listing terms. If your order arrives damaged, materially not as described, wrong, or missing key parts, submit a claim from your account.

Question 14

What if my order arrives damaged?

Accepted Answer

If an item arrives damaged, keep the packaging, take clear photos, and submit a return request or contact support as soon as possible. Include the order number and any relevant item details so the issue can be reviewed quickly.

Question 15

Can I cancel my order?

Accepted Answer

If you need to cancel an order, contact support immediately. Whether cancellation is possible depends on the order status and whether fulfillment has already started.

Question 16

How long do refunds take?

Accepted Answer

Refund timing depends on the return outcome and the payment provider. After a refund is approved and processed, it can still take additional business days for the credit to appear on your original payment method.

Question 17

Is it free to create an account?

Accepted Answer

Yes. Creating a buyer account is free. Neosgo uses one buyer registration path for marketplace purchases and affiliate program access.

Question 18

How does the affiliate program work?

Accepted Answer

Approved affiliates can create unique product links. When a buyer places an eligible order through an attributed link, Neosgo records the commission, holds it through the return window, releases it when eligible, and reverses or adjusts it if the order is refunded or cancelled.

Question 19

How do I become a seller?

Accepted Answer

Use the seller onboarding flow to submit your business information, store profile, payout setup, and required verification documents. Seller applications are reviewed before the account is approved for selling.

Question 20

Is my payment information secure?

Accepted Answer

Yes. Neosgo uses secure checkout and does not expose full card details in the application. Payment processing is handled through the configured payment provider for the environment.

Question 21

How do I contact support?

Accepted Answer

Visit the Contact page or email cs@neosgo.com. Include your order number, product link, or seller details when relevant. The current support target shown on the site is a response within 24 to 48 hours.

Frequently Asked Questions

Shopping & Ordering

Products

Shipping & Pickup

Returns & Order Issues

Accounts, Sellers & Support

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