FAQ's

You can pay by Card, Paypal, Shopify Payment, or invoice for all the countries and regions we deliver to.
(Installment option by Shopify Payment is only available for US shipping address)

Orders are typically shipped within 48 hours after confirmation.

Average delivery time: 3-5 days for the U.S. / 4-6 days for other regions (may vary by country and region).

For urgent/express delivery, please contact us at cs_global@neolab.net.

The checkout price includes shipping costs. However, shipping fees may vary depending on the country and region.

Import duties and taxes are not included and may vary depending on weight, destination, and shipping method, and also it differs depending on each country’s regulations and can be changed if the import duty rates of the destination country are updated.

Please be aware that, under international trade regulations, customers are responsible for paying any applicable customs duties.

All shipments are delivered under DAP (Delivered At Place) terms.

For exact information on duties and taxes, please consult your local customs authority.

If you require urgent fulfillment or express delivery, please email us at cs_global@neolab.net.

We will provide tailored guidance depending on your order.

Neo Smartpen products are shipped to most major countries worldwide.

If your country is not listed, please contact cs_global@neolab.net for assistance with your order.

Examples of available destinations: United States, Japan, South Korea, Canada, United Kingdom, Germany, France, Spain, Italy, Australia, Singapore, Hong Kong, Taiwan, Thailand, Vietnam, India, United Arab Emirates, Saudi Arabia, and more (over 70 countries in total).

Before shipment: You may request cancellation by emailing cs_global@neolab.net.

After shipment: Orders cannot be canceled. In this case, you may proceed through the return process.

Due to the nature of Neo smartpen products, refund policies differ for pre-opening and post-opening states. Please review the following conditions carefully before making a purchase or requesting a return.

1. Change of Mind Returns
Returns for a change of mind are accepted within 30 days of delivery. This is strictly based on the premise that the product is "Unused and Unopened."

Full Refund Criteria:
Preservation of Product Value: The original plastic shrink-wrap and tamper-evident seals on the product box must be completely intact and undamaged.

Completeness: All components included in the order, such as free gifts and promotional notebooks, must be returned in their original, unopened condition.

Partial Refund Criteria (10% Deduction): Even if unopened, a 10% restocking fee based on the product price will be deducted from the refund in the following cases:

If the return shipping label is attached directly to the product box itself.

If the product box is severely dented or contaminated due to negligence during the return shipping process, requiring a package replacement.

Shipping Fees: For change of mind returns, both the initial shipping fee and the return shipping fee are the responsibility of the customer and will be deducted from the final refund amount.

2. Returns Due to Refusal of Customs Duties
If a shipment is returned because the customer declines to pay the required customs duties and taxes, the refund will be processed after deducting round-trip shipping costs and inspection/inventory management fees.

Warning: If the package is discarded by local customs in accordance with the destination country's regulations, no refund will be issued. If you intend to refuse customs payment, please contact our support team (cs_global@neolab.net) in advance.

3. Defective or Faulty Products
If a product is confirmed to have a manufacturing defect, you are eligible for an exchange, refund, or repair.

How to Apply: Please send an email to cs_global@neolab.net with a description of the issue, along with supporting screenshots or videos. After our technical support team reviews the evidence, your case will proceed with an exchange for a new unit or a refund, depending on the situation.


Resources: For more detailed information regarding the product and the Neo Studio app, please refer to our User Guide.

Exclusions: Issues caused by normal wear and tear, accidents, or misuse by the user are excluded from the warranty coverage.

4. Additional Terms
Third-Party Purchases: Products purchased outside of neosmartpen.com (e.g., Amazon, local retailers) are subject to the policies of the respective retailer and are not eligible for returns or refunds through our site.

Post-Opening Returns: This policy is based on the condition of the product being unopened. Once the seal is broken or the product is used, its resale value decreases significantly, and refunds may be restricted or denied.

💡 Note for International Buyers
The Meaning of "Unused": In Neo smartpen's refund policy, "Unused" specifically includes the "Unopened" state where the product box seal remains intact. Due to the nature of international shipping, the resale value drops sharply once the package is opened. Please make your purchase decision carefully.

Inspection Period: Once the returned product arrives at the NeoLAB Technical Center, a formal inspection will be conducted. If the product is confirmed to be in its original, resaleable condition (or as described in the return request), the refund process will be initiated.

Duration: The inspection and internal processing typically take approximately 7 to 10 business days. (Please note that this may take longer depending on local shipping conditions and transit times.)

Refund Method: All refunds will be issued to the original payment method used at the time of purchase.

Credit Card Processing: Once the refund is processed by our system, it usually takes an additional 3 to 7 business days to reflect in your account. However, this duration may vary depending on your credit card issuer’s internal policies.

Products purchased directly from neosmartpen.com come with a 1-year limited warranty.

Items purchased from third-party retailers and paper products are not covered under warranty.

Please contact the retailer directly in those cases.

Neo Smartpen works only with paper printed with the Ncode pattern (such as NeoLAB’s official notebooks, planners, and idea pads). It cannot be used on regular paper or non-Ncode notebooks.

Turn on the pen, select it from your Bluetooth settings, and connect it through the Neo Studio app.

If it still doesn’t connect, try resetting the pen, updating the app to the latest version, and reconnecting.

Check and update both the pen firmware and the app.

Use the “Sync” function in the app to import saved handwriting.

If parts are missing, it may be due to pressure sensitivity or calibration issues—adjust them in the settings.

Neo Studio supports exporting notes in PDF, PNG, and TXT formats and sharing them to Google Drive, OneNote, Evernote, and more.

However, real-time automatic syncing is supported only for Neo studio2.

Handwritten notes can be exported in PDF, PNG, or TXT formats. Handwriting can also be converted into text and saved/shared in supported formats.

Yes. When used with the N Planner, it can be linked to Google Calendar.

Please note that availability may vary depending on N Planner supply.

This may be caused by a battery defect or firmware issue.

First, try updating the firmware.

If the problem persists, please contact our support team for repair or replacement.

Yes. Each notebook has its own unique Ncode pattern, so even if you use a single pen across multiple notebooks, the notes will not overlap and will be stored separately in the app.

You can download the latest user manual (PDF) from the NeoLAB official website or through the [Support] menu in the Neo Studio app.

Yes, both models can still be used with the Neo Studio app. However, since they are discontinued, their warranty period has expired, and there may be limitations in functionality updates or repair services.

Yes, ink refills and Ncode notebooks are still available. However, availability may vary depending on stock levels and region.

Since these models are discontinued and out of warranty, repair support is limited. Please contact our support team for case-by-case confirmation.

Yes. For N2 and M1 users, we are offering an upgrade program that allows you to purchase the latest model at 60% of the regular price.

Eligible Products: N2 and M1

Benefit: Purchase the latest Neo Smartpen at 60% of regular price

Eligibility: Only for products purchased from our official store

Availability: Until December 31, 2025 only

The RECO product has also been discontinued. It can still be used only for its voice recording function. However, since the Pen Manager app is no longer supported, RECO is not compatible with that app.

For the best experience, we recommend using RECO together with a Neo Smartpen.

Currently, you can share to the previous apps(Neo Notes, Neo Studio2022, One Note, etc.) through the Neo Studio 2 app., which provides improved stability and new features. Please download Neo Studio 2 from the App Store or Google Play to continue using your pen.

Yes, most notes can be transferred to Neo Studio 2. Please refer to the User Guide or the Naver Smartpen Store (Korea) for detailed instructions, or contact our support team for assistance.

No. The Pen Manager service is no longer supported. Device management and settings are now handled through Neo Studio 2. Please use Neo Studio 2 or our official support channels for assistance.

No, discontinued apps will not receive updates. For the latest features, security, and device compatibility, we strongly recommend using Neo Studio 2.