FAQ — Frequently Asked Questions

Your most frequently asked questions

📦 Shipping

What are the delivery times?
France, Belgium, Luxembourg: 24-48h. Europe: 2-4 business days. Order placed before 4 PM = shipped the same day.

Is shipping really free?
Yes, with no minimum purchase, to all destinations. No hidden fees.

How can I track my order?
You receive an email with your tracking number as soon as it ships. You can also track from your customer account.

🛡️ Warranty & Support

How long does the warranty last?
2 years on all our Elegoo equipment (parts and labour). Support is handled directly by our responsive technical team — no need to contact the manufacturer in China.

What should I do if my product is defective?
Send an email to contact@neoveo.fr with your order number and photos if possible. Reply within 12 business hours.

My parcel arrives damaged, what should I do?
Report it immediately to the carrier or contact us within 24h with photos. Choice between a brand-new replacement or a full refund.

↩️ Returns

What is the deadline to return a product?
14 days calendar days after receipt. New and complete product in its original packaging.

Are return costs free?
Yes, in France and Europe: we provide a prepaid label.

Can I return an opened filament or resin?
No, for preservation reasons, opened consumables cannot be taken back. Spools/bottles must be sealed.

🏭 Elegoo Products

Are your products authentic Elegoo?
Yes, NeoVeo is a reseller of Official Elegoo products. All our items are new, authentic and sealed.

Which printer should I choose to get started?
The Elegoo Centauri Carbon is our best-seller for beginners and regular makers: ready to print out of the box, automatic calibration, 500 mm/s speed.

Do you have stock?
Yes, all our stock is in France (Île-de-France). Quantities visible on each product page.

💳 Payment

What payment methods do you accept?
Credit card (CB, Visa, Mastercard), PayPal, Apple Pay, Google Pay, Shop Pay. 100% secure payment.

Is payment in instalments possible?
Yes, via Shop Pay Installments for eligible orders.

📞 Contact

A question not on this list? Contact us, we reply within 12 business hours.