SHIPPING POLICY
After an Order Is Placed:
Once your order is placed, a confirmation email will be sent to the provided email address.
Order Processing Time:
Normal production time typically ranges from 3 to 5 business days after the proof is approved. For Customized Orders: The digital proof option is valid for 3 days. If no changes are requested within this timeframe, or if there is no response from the customer, the proof will be considered auto-approved, and production will commence. It is recommended that all customers approve orders or finalize changes within 3 days of placing the order. Late approval of the proof may affect the selected delivery date.
Shipping Options and Cost:
We use expedited shipping services from various couriers based on the customer’s selected delivery date. Guaranteed delivery dates are provided on the order page prior to checkout.
Delivery Address & P.O Boxes:
Physical addresses are required for delivery; we do not ship to P.O. Boxes. However, we do ship to APO or FPO addresses via USPS, though delivery may take longer.
International Orders and Shipping Rates:
Product prices are firm unless changes have been requested (e.g., size, quantity). Free shipping is offered for small orders, while a minimal cost may be added for large orders. Tracking Orders:
Once your order has been shipped, an email notification with tracking information will be sent. Late Delivery, Package Lost, Missing Items, Undelivered Package:
In the event of late delivery, package loss, missing items, or undelivered packages, customers should contact the courier for assistance and options. If the business is closed or the package is refused, the courier will attempt redelivery. Unclaimed packages may be held for a limited time before disposal. For lost or undelivered packages, customers should contact the courier immediately to initiate a claim within 15 days of the delivery date. To report missing items or other concerns, customers can email sales@neonsignsaustralia.com with the order number and a brief description of the issue.
Customers have 30 days from the date of delivery to file a complaint. Customers must contact us about any complaints and provide written documentation, including supporting pictures, for investigation. If an error is confirmed, customers may be required to return the entire order to claim a full refund. Return shipping costs are at the customer’s expense. For replacements, the order will be remade according to the original details and shipped within 7-10 business days. For Returns and Refunds:
Please refer to the Refunds/Returns Policy for further details.
