Shipping Policy
Shipping Coverage & Geographic Service
At NeonSignCreator.com, we ship our products to customers located in the United States, Canada, Europe and Asia with the exception of specific countries. Please note that applicable taxes and fees will be charged accordingly.
Delivery Performance
More than 98% of our orders are delivered within 12–18 days from the date of order, but we do not guaranty such time frame. We are committed to efficient manufacturing and fast delivery without compromising on quality.
Delivery Timeline Options
Express Shipping: 10–14 Business Days
Production & Dispatch Timeline:
- Rush production orders: Manufactured and dispatched within 6–8 business days
- Standard production orders: Manufactured and dispatched within 9–12 business days
- Transit time: Transit varies based on the size of your sign and the country of delivery
Shipping Preferences and Costs
Once you have reached the custom design tool, you will be able to indicate your preferences by selecting from the available options, and the applicable charges will be calculated accordingly.
Please Note: We may charge additional shipping fees for orders below a certain order value or in case of any unique requirement.
Delayed Delivery Clause
Important: Once the shipment process is initiated and the package is picked up as per the given time limit, any subsequent delay within the shipping process is beyond our control. In the occurrence of any such event, we cannot adhere to the given timeline. However, a customer support expert will be appointed to provide thorough and undivided assistance.
Liability for Delays: In the scenario wherein our company fulfills its commitment to manufacture and dispatch the product within the prescribed timeframe, but delivery takes place after the selected timeframe due to unforeseen reasons, acts of God, NeonSignCreator.com has no liability whatsoever, and will not issue any refund, including but not limited, for the sign, shipping charges, taxes or fees.
Delivery Timeline Exceptions
The following situations may impact standard delivery timelines:
- Large products: If the size of the product is more than 45 inches, there could be an increase in transit time by the shipping company
- Complex designs: If your custom neon sign comprises over 30 characters, the production time will extend by an additional 5–8 days, consequently affecting the delivery timeline
- Bulk orders: The above-mentioned timelines do not apply to bulk orders (more than 2 pieces); additional production time is required
- Seasonal delays: There might be slight delays during the holiday season or any contingent event
- Unforeseen circumstances: Climatic disruptions may cause transit time increases by the shipping company
- Lost or misplaced packages: If your order is misplaced, lost, or stolen, the above-stated timeline does not apply as further time is required to trace, locate, and deliver the sign to the desired location
Modifying Your Shipping Address
Before Shipment: Until the LED neon signs are shipped, you can request a change in the shipping address. Hence, it is advisable to check and closely examine the details of your order before requesting any alteration, as this may cause complications in the quick and safe delivery of the product. Depending on the new shipping address, you may also incur extra shipping fees.
After Shipment Label Generation: Once the shipping label is generated or your order has been picked up, our accountability to modify any such information will be restricted. If a customer deliberately requests a change or a delayed date for delivery or a change in a given location after the shipment of the product, NeonSignCreator.com bears no responsibility or liabilities for any consequences that may occur.
Damaged Packages in Transit
Initial Steps: We recquest opening your parcel upon delivery and taking an unboxing video and photos for damage claims. In the improbable event that your sign has been damaged in transit, we will ensure that a resolution is provided.
Damage Reporting Timeline: Damage must be reported within 7 days of delivery of your neon sign to be eligible for a replacement. Damage or faults reported after this time period will follow our general returns and refunds policy.
Note: The delivery date is the courier delivery date, which can be found by following the prompts in your tracking email.
Claim Requirements: If you believe your item has been damaged in transit and you are within the 7-day claim period, please send an email to hello@neonsigncreator.com with all of the following:
- A video and clear photos of the damage to the sign
- An unboxing video
- Clear photos of the box and any damage to the outer box (from multiple directions including all sides)
- Clear photos of the shipping label on the box
- Failure to Comply: Failure to comply with these requests and timeframe will void the seller’s obligations.
Missing or Damaged Items Complaints
Documentation Required: To ensure a smoother and faster resolution of any missing or damaged item complaints, we require an unboxing video and pictures of the package received. These videos and pictures should clearly show the condition of the package as it is being opened, as well as a detailed view of the items received.
Before Opening: If the package received is damaged, punctured, or bent from any side or corner, we request that you take clear pictures and videos before opening the box.
Why This Matters: This step is crucial to protect your interests as well as ours. It also helps us address these concerns with our shipping and insurance partners. In case of missing items, damaged products, or any discrepancies with your order, these photos and videos will serve as essential proof for any claims.
Lost, Stolen & Missing Signs/Package
Delivery Security: NeonSignCreator.com takes all mandatory measures for secured delivery to our customers. Our delivery partner may require a signature on delivery.
Signature Requirement: Please be aware that if you choose to opt out of the signature on delivery requirement, NeonSignCreator.com will take no responsibility for lost, missing, or stolen parcels that have been marked as “delivered” by the shipping service. Hence, it is recommended to closely follow the delivery procedure and provide a valid signature.
Replacement for Lost Packages: If the order is lost while in transit, we will provide a free replacement for the same. In case the package is declared to be missing or damaged, NeonSignCreator.com offers replacement at absolutely no cost.
Modified Design or Address Changes: Any requests for a modified design or a change in the shipping address may incur extra charges based on the requirements of the customer.
Reshipment Clause for Unreceived Packages
Failed Delivery Attempts: In the event that a customer is unavailable to accept the delivery of their order after two to three delivery attempts by our logistics partner, delivery shall be considered completed, and the sale finalized, and you shall be responsible for the full payment.
Reshipment Responsibility: In such circumstances, the customer will be responsible for the reshipment charges, taxes and fees incurred. This ensures efficient management of our logistics operations and prevents unnecessary delays in processing and delivering orders to our customers.
Coordination with Logistics: We understand that unforeseen circumstances may arise, leading to difficulties in receiving deliveries. Therefore, we encourage customers to closely monitor the tracking information provided and coordinate with our logistics partner to ensure successful delivery on the initial attempt. You can also leave a note with any specific delivery instructions when placing your order.
Our Commitment: By implementing this clause, we aim to maintain the integrity of our shipping process while providing a transparent and fair policy for all parties involved.
If you have any queries or require further assistance regarding your delivery, please do not hesitate to contact our customer support team at hello@neonsigncreator.com.