Mustang logo neon sign

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.

Warranty

• Indoor signs come with a 24-month warranty.

• Outdoor signs have a 12-month warranty.

• Electrical components (Power supply/Adapter and Dimmer) are covered for 12 months if used properly.

• Neonon does not provide warranty coverage for products ordered from Amazon or any other third-party site, nor for any issues caused by improper installation. We are not responsible for any damage or malfunction caused by faulty assembly.

Hard-Wired & Installed Signs Warranty Coverage

• Neonon is not responsible for installation or uninstallation costs. If your sign has been hard-wired or modified by an electrician, we reserve the right to decide if the fault is covered under our warranty.

Replacement

• Neonon guarantees that our products are free from manufacturing defects. In case of an issue, we provide hassle-free assistance. We only offer returns or replacements for faulty products after inspection, and resolution will depend on the fault source.

• To initiate a return, replacement, or refund request, contact us at info@neonon.shop.

Faulty Products

• Please provide a video and photos of the issue for accurate analysis. If you are unable to provide both, we may not be able to fully assess the problem. After receiving the necessary information, we will try to resolve the issue and may offer a solution or replacement.

• If the issue remains unresolved, we will issue a refund at our discretion. The refund will not exceed the product’s original cost, excluding shipping charges.

Important Notes:

• Do not dispose of or throw away any parts of the product before contacting us. We may request to collect the product for further analysis.

• If a part of the product is faulty, we will only replace that specific part.

About Neon Signs:

Due to the custom-made nature, slight variations in shape, color, font, or size may occur. Sizes may vary by 1-3 inches. The exact design or font may differ from the mockup, as the sign is hand-crafted. Slight glue marks are normal due to the LED fixing process. Some discoloration may occur over time or due to exposure to sunlight. Please note that neon signs may produce some noise due to the components in operation.

By purchasing, you acknowledge these variations and accept that they are not considered defects.

Damaged During Transit:

• We recommend filming an unboxing video for potential claims.

• Any damage must be reported within 7 days of delivery to be eligible for a replacement. After this period, our standard return and refund policy applies.

• If you believe the product was damaged during transit, please send an email to info@neonon.shop with:

• Clear photos of the damage to the sign.

• An unboxing video.

• Photos of the packaging and shipping label.

Failure to comply will void any claims. If the product is declared faulty, lost, or damaged during shipping, Neonon will replace it at no extra cost. Additional charges may apply for design changes or shipping address modifications.

Order Cancellations:

As our products are custom-made to order, once the production process begins, cancellations are not possible, including for pre-designed items from our website shop. However, you can cancel your order within 4 hours of purchase. After 4 hours, the order is considered final and cannot be canceled. To request a cancellation, send an email with the subject “Cancel Order ” to info@neonon.shop within 4 hours of placing the order.

Important Notes:

• Custom orders with pre-approved designs cannot be canceled, but you can modify the design as many times as you wish before production starts.

• Refunds may take 8-10 business days to reflect in your account after processing.

Returns/Replacement/Refunds:

Neonon guarantees that our products are free from manufacturing defects. In the case of such defects, we provide hassle-free assistance. We offer replacements for faulty products and will make every effort to resolve any issues by fixing or replacing the defective item after inspection.

To initiate a return, replacement, or refund request, contact us at info@neonon.shop.

Damages and Issues:

Please inspect your order immediately upon receipt. If you find any defects, damage, or if you received the wrong item, contact us right away. We require video footage and photos taken during unboxing for faster and unquestioned claims. If the packaging is damaged, punctured, or bent, take clear photos before opening the box, as this will be required to claim insurance from the shipping company.

We will only provide replacements if the provided evidence is validated by our team. Please note that we do not offer refunds for manufacturing defects, or for damaged or lost products. We assure unbiased customer support and may provide a brand-new replacement to ensure customer satisfaction. For further details, refer to the ‘Warranty Section’ and ‘Shipping Policy’.