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.

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.

Change of mind returns: Accepted within 30 days of delivery, provided that the product is unused, in its original packaging, and in the same condition as received. (Return shipping fees are borne by the customer.)

Defective or faulty products: Covered for exchange, refund, or repair if the issue is not caused by wear, accident, or misuse. (Contact: cs_global@neolab.net)

Purchases from other retailers: Please note that products purchased outside of neosmartpen.com are excluded from returns, refunds, and exchanges, and are subject to the policy of the retailer where purchased.

Refunds are processed via the original payment method.

The timeline varies depending on the country and payment provider, but it usually takes 10–14 business days.

Processing time may depend on your card issuer, PayPal, or other payment service 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 some services.

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

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.