Below FAQ are some common concerns of our clients before purchasing our products.
If you have other questions, please just send it to info@neo-lab.eu or fill out the contact form.

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Need Help?

If you have an issue or question that requires immediate assistance, you can call us or send a Whatsapp message on +385994509803 and chat live with a Customer Service representative. 

If we aren’t available, drop us an email and we will get back to you ASAP!

General Information

By registering with a valid EU VAT ID you will be exempted from paying VAT on your orders (business account).

To check if you have a valid company EU VAT number follow this link.

If you don't have a EU VAT ID, we recommend you register it by contacting your local customs office.
Until you get a VAT registration, please use the standard registration form to register a private account.

If you register the VAT ID later on please contact us and we will switch your account to a business account.

Yes, all of our products are made in our Milling Center in Zagreb Croatia.

Every product we manufacture goes through the quality control process. We have strict quality check procedures in place.

Yes, we are ISO13485 and ISO9001 certified. You can find out more information here.

Absolutely. We work with certified materials and perform regular chemical composition tests with certified labs.

All material certification and test reports are available on request. Check the materials list .



GLS shipments are FREE of charge for all orders.
DHL Express is free for all orders above 400 EUR (excluding VAT).

You choose the shipping service at checkout.

GLS shipments are FREE of charge for all orders within the EU.

DHL Express is free for all orders above 400 EUR (excluding VAT, within the EU), for orders below 400 EUR (excluding VAT), we charge a fixed fee of 15 EUR per order within the EU.

You can choose the shipping service during checkout.

GLS delivery times:

Austria 3-4 days
Belgium 4-5 days
Bulgaria 5-6 days
Czech Republic 3-4 days
Denmark 5-6 days
Estonia 4-5 days
Finland 6-7 days
France 5-6 days
Germany 3-4 days
Greece 6-7 days
Hungary 1-2 days
Ireland 5-6 days
Italy 3-5 days
Latvia 4-5 days
Lithuania 4-5 days
Luxemburg 4-5 days
Netherlands 4-5 days
Poland 3-4 days
Portugal 5-6 days
Romania 3-4 days
Slovakia 3-4 days
Slovenia 1-2 days
Spain 5-6 days
Sweden 4-6 days

DHL Express delivers to most EU countries within 24 hours, exceptions possible.

GLS is a goods forwarding service provider operating in EU.

You can find our more on GLS here.

Yes we do but its due diligence of the customer to ensure that he can import the products without difficulties.

Cut off time is 2pm CET (Central European Time). For all orders that come in after 2pm please add +1 day for production.

To check the turnaround times please click here.

If you have ordered multiple products from us, we will ship all of them together as a single package. This means that we will wait until the final product with the longest turnaround time is produced before shipping the package to you.

If you prefer to receive each product as soon as it is produced, we kindly ask that you place a separate order for each product. This will allow us to ship each product as soon as it is ready, without having to wait for the other products to be produced.


Yes you can pay via PayPal.

You can pay by most known credit cards. Your credit card will be charged on sending and confirming the order.

You can also choose for bank transfer payments. We will send you a Proforma Invoice, which includes your order and our bank information.

Absolutely not. You pay only for the ordered products and shipping fees if applicable.

Unable to find satisfactory answers ? Contact Support