Shipping Policy
At Neonon, we ship our products to customers in the United States and Canada. Applicable taxes will be charged accordingly. Over 98% of our orders are delivered within 6-9 days from the date of purchase.
Important Note: If you need your product by a specific date within 12 days of ordering, please inform us by entering the date in the comments section of the online design tool or contact our support team.
Delivery Timeline:
• Express Shipping: Products will be delivered within 6-9 business days. Manufacturing and dispatch time is 1-2 business days for priority orders and 3-6 business days for standard orders, with a transit time of approximately 3-6 business days depending on the size of your sign.
Once you’ve reached the custom design tool, you can select your preferences, and applicable charges will be calculated accordingly.
Please note that additional shipping fees may apply if the order value is below a certain threshold or for any unique requirements.
Delayed Delivery Clause:
Once the shipment process begins and the package is picked up, any delays in transit are beyond our control. If such a delay occurs, a customer support expert will be assigned to assist you. If delivery occurs after the expected timeline due to unforeseen circumstances, our liability is limited to a refund of the shipping charges only.
Exceptions:
• If the product is larger than 45 inches, there may be an increase in transit time.
• Custom neon signs with more than 30 characters may take an additional 2-3 days for production, which could affect the delivery timeline.
• Bulk orders (more than 2 pieces) require additional production time.
• Delays may occur during the holiday season, or due to unforeseen events, such as weather disruptions.
• If the order is lost, misplaced, or stolen, additional time will be required to trace and deliver the sign.
Can I modify the shipping address after placing the order?
You can request a shipping address change before the product is shipped. After the shipping label is generated and the order is picked up, we are no longer responsible for modifications. If the customer requests a delivery date change or address modification after shipment, Neonon is not liable for any consequences.
Damaged During Transit
We recommend that you open your parcel immediately upon delivery and record an unboxing video. If the sign is damaged during transit, we will work with you to resolve the issue.
Damage must be reported within 7 days of delivery to be eligible for a replacement. Claims made after this period will follow our general returns and refunds policy.
Note: The delivery date is the courier’s delivery date, which can be found by following the tracking prompts in your email.
To report damage within the 7-day window, please email us at info@neonon.shop with the following:
• A clear photo of the damaged sign
• An unboxing video
• Photos of any damage to the box from multiple angles
• A photo of the shipping label on the box
Failure to comply with this request and timeframe will void the seller’s obligations.
Missing or Damaged Items Complaints
For quicker resolution of any missing or damaged items, we require an unboxing video and clear photos of the package as it’s opened. If the box is damaged, please take pictures before opening it. This helps us work with shipping and insurance partners and protect both your interests and ours.