Ordering & Shipping FAQs

If your question isn't listed, reach out to us at [email protected] for assistance.

Order Issues
This error means the transaction has initially been declined. This is very common with large purchases as well as purchases placed from outside of Canada. You will need to contact your credit card company to approve the charge before attempting again. Please note that if selecting Credit Card as the payment method, the card must be either Visa or Mastercard, any other card types would need to be processed by selecting PayPal as the payment method. Please ensure that you are still logged in and your cart has not timed out before proceeding a second time ($0 in your cart will indicate your session has expired).
We send all of our shipments via FedEx courier, which does not allow delivery to a PO Box as a signature is required. Please ensure a street address is provided for all Ship To addresses to avoid any delay in your order processing.
Clients who are based in North America are required to validate their address upon checkout. On rare occasions some addresses may not validate. In this situation please enter General Delivery in the address second line. This will indicate to the system that it is a General Delivery and it will then properly validate your address based on the zip/postal code.

The Zengar® Consent Form is an important step in our process to properly support our clients.

Please note that we have a new consent form that is required to be completed and submitted. This form was released May 1st, 2019.

If you have NOT completed and submitted the form please do so HERE.

For a video tutorial on signing the Adobe Consent Form please click HERE.

Please Note that any Orders you have placed for systems will NOT be shipped until this form is completed and submitted. Thank you.

As of March 1st, 2023, businesses importing into the European-Union as well as Norway, Northern Ireland and Switzerland require the EORI to be listed prior to shipping as part of the ICS2 strategy to strengthen border security and safety. If you plan on using NeurOptimal® for business purposes, please have your EORI when ready to place your order to provide the shipping team. If you do not have an EORI assigned to you, please go to your government's website and type in the Search bar “EORI”. This should bring you to a guide on how to acquire your EORI.(Please note this number should only be provided if you plan on incorporating NeurOptimal® into your business and to claim it for tax purposes).

For more information about the EORI and how to apply, please follow the link below: Economic Operators Registration and Identification number (EORI) (europa.eu). For any additional questions, please contact your representative or [email protected].

Zengar® is aware that many systems are placed as a result of people being introduced to NeurOptimal® from our existing trainers.  Sometimes a client of a trainer will decide they wish to purchase a system, or a colleague or friend. The PASS Member Referral Program was developed as a thank you to our trainers for working with these individuals, spreading the word about NeurOptimal® and bringing new clients to Zengar. The PASS Member Referral Program is open to all PASS members. This excludes PASS Preview members. By being named by a new user as a person that helped them make their decision to purchase, the PASS Member can earn up to a 10% PASS Member Referral Fee.  The PASS Member Referral Program is a great way for existing full PASS members to share their knowledge and supplement their income. More information about the PASS Member Referral Program can be found here.

Representatives are members of our sales team who work with trainers/clients worldwide to spread the word about NeurOptimal® as well as guide any new clients through the decision making process and get started using NeurOptimal® themselves.

If you feel that a Representative(s), PASS Member(s), Staff Member(s) and/or anyone else played an active role in your decision to purchase a system we invite you to name them when you add the product to your cart. You will be provided a text box to do so on the product page. The PASS Member Referral Program strives to provide a fair and equitable process for all eligible PASS members, for this reason, we do not add any names retroactively. Please consider your selections carefully when placing your order as this cannot be changed after the fact. You may include as many names as are applicable.

Payment Options

We accept VISA, MasterCard, PayPal, cashier’s check, and bank wire. You can use most major credit cards on PayPal, including Visa, MasterCard, Discover, American Express, and more. Personal checks are not accepted. We generally do not accept institutional POs – please contact Zengar® directly for exceptions. Please allow time for paper checks to be received and to clear—which can be up to 26 business days for US banks. We regret that we cannot process an order before payment is received. Please note that any currency exchange or foreign transaction fees associated with this purchase are charged by the credit card issuer directly and not Zengar®. These charges can range from 1 – 4%, best to check with your credit card issuer for more information.

The selection of “Split Payment” will allow you to split the total charge over different credit cards (Visa or Mastercard only). Please note that all payments must be completed within 14 days. All charges process immediately, this is not a financing option. Please note that after 5 minutes of inactivity your cart may time out. To reactivate and proceed, please log out of your account completely, then log back in to activate a new session.

Please note that any currency exchange or foreign transaction fees associated with your purchase is charged by the credit card issuer directly and not Zengar®. These charges can range from 1 – 4%. Any card registered outside of Canada may be susceptible to this, it is best to check with your credit card issuer for more information.
We do have Financing options available on approved credit and within certain regions – more information can be found here.

If you are mailing payment please send it to this address for processing:

Zengar Institute Inc., 545A Grand Blvd, Ile Perrot, Quebec , J7V 4X4, Canada
Post-Order Inquiries

Once logged into your account, please click on Subscriptions on the left, then on View – see screenshot:

Then scroll down and click on Add payment to enter the new payment details.

You can enter a new credit card or select PayPal to link payments via PayPal.

Then click Payment Method

All payments are initially held only as Authorizations on your credit card until our Order Desk has the chance to process your order (during business hours of 8am-5pm ET from Monday-Friday). Once we have processed the order this authorization will be “captured”, thus resulting in an actual charge. Sometimes your credit card statement may show both the authorization and the processed transaction at once, but rest assured this authorization will be removed (typically within 2 business days).
All orders process first as authorizations and are then completed by a member of our Order Team. Your order is in process and you will receive confirmation from one of our Team members shortly.
Shipping & Delivery
All our shipments are sent via FedEx.  The option of Free shipping will show in the checkout process if your order qualifies (above $299USD).  Shipping charges vary according to item, destination and service selected. Shipping options are shown in the checkout process and are added to the total amount owing. Please note that all Customs & Import duties as well as any other cost associated with package clearance – which have nothing to do with shipping costs – are the responsibility of the purchaser, whether shipping costs are included in the price of the product or not.
Orders are typically shipped from our facilities within 7-10 business days after payment is processed.  This time frame does include configuration time (each system is personally configured for each new owner) as well as thorough testing of the system and all components to ensure Quality Control.  Shipping time (i.e. the time your order takes to get to you) can vary depending on how long it takes to clear customs. Clients often receive their orders in as little as 7-10 days after leaving our facilities, but it can sometimes take significantly longer.  Unfortunately the customs clearance process is 100% out of our control.

For those shipping to the USA with a cart total of over $2500, you will be required to fill out a customs form called a 5106. This is required by U.S Customs and Border Protection for you to provide your SSN or Business EIN number. You will receive a request for this form directly from a FedEx Brokerage agent while your order is in transit. Failure to complete this form within 5 days will result in the shipment being returned.

(We no longer provide the form for pre-shipment completion as FedEx now requires submission directly to them.)

While there is no extra charge or fee to submit this form, applicable Customs fees and taxes may apply. Those fees will be based on the recipient’s government/State regulations, therefore anyone completing this form should be aware of this. Thank you.

Customs Form 5106 Instructions: CLICK HERE (EN)

Yes, you can request a change in the delivery address after your shipment is in transit. However, please note that FedEx charges an additional fee of $15 USD for this service.

Terms & Conditions:

Once a shipment is in transit, requests to change the delivery address can be made. However, please note that FedEx does charge for this amendment. A fee of $15 USD will be invoiced to the customer, and acceptance of the fee constitutes agreement to proceed with the address change.

Taxes & Duties
Any package shipped to an address outside of Canada is subject to import taxes, customs duties and fees collected by the destination country, including the USA. These fees, plus any additional charges for customs clearance are the responsibility of the recipient. Sometimes payment will be required upon delivery, other times recipients will receive a bill in the mail (from FedEx who cleared the package on your behalf or a government agency) after the fact. We have heard of some states in the USA issuing state tax invoices to the client after the fact.  Zengar Institute Inc. has no control over these charges, nor can we predict what they may be. Customs policies vary widely from country to country so please contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond original delivery estimates, sometimes significant ones. While we work closely with customs agents to provide them with the additional information/documentation they are requesting, Zengar Institute Inc. has no control over these delays, nor can we predict how long delays will be.
All sales within Canada are automatically taxed based on the provincial tax rates of your province.  Some US States have also adopted tax laws requiring any online merchants to collect taxes on their behalf.  If your State does require this you will see the tax automatically added in the checkout process.
The only regions we are required to collect taxes are within Canada and some US States. If you have a Tax Exemption form you may submit it to us at [email protected] and we will save it to your file. This way taxes will not be charged to you at checkout.
Virtual Products & Downloads

Virtual or downloadable products will be confirmed/available to you for use once payment has been processed by our Order Desk.  All payments are initially authorized and do require a member of our team to complete and process.  Once this is done (during business hours of 8am-5pm ET from Monday-Friday) you will be sent your link/details to obtain your product.

For Music:

Purchases will remain pending until a member of our team has processed the charge so your download will not be immediately accessible. You will receive a confirmation as soon as the order is complete and available.

After purchasing your On Demand (Pre-Recorded) course you will have access to your course in your Account page.

Instructions to proceed with viewing the course, or gifting the registration to someone else, will be provided in your account and a step-by-step guide will also be made available to you in your Order email.

You can also find that step-by-step guide here: How to Access Your On Demand Course - Step-by-Step Guide (PDF)

Pour un guide détaillé sur la façon d'accéder à votre cours sur demande, veuillez cliquer sur le lien suivant : Comment accéder à votre cours sur demande (PDF)

If you have been gifted a registration you will only need to visit the On Demand Courses tab in your account and scroll down to the Registered For section and click on the course you have been gifted.

ZenPoints are earned as purchase incentives and are applied solely as discounts on future orders and have no monetary value.

In order to use your ZenPoints, simply login to your account at www.neuroptimal.com (using the same account you initially earned the points under – this is important) and the ZenPoints have been saved in there for online use. Once you add all items you wish to purchase to your cart, you will see the option to use your ZenPoints at checkout.

Once you click “Apply Discount” you can choose how many of the ZenPoints you wish to use (ZenPoints will be deducted as a discount on the items selected, any taxes and shipping will still be charged):

You can then proceed to the rest of the Checkout process and complete remaining payment due.

Monthly subscriptions cannot be initiated using ZenPoints. However, should you wish to use ZenPoints for any subsequent months after your initial subscription month has processed, please email [email protected] and we can help you with this.