Shipping & Returns
Shipping Policy
Shipment processing time
All orders are processed and ready to be shipped within 5-7 business days upon receipt of payment. Orders are not shipped or delivered on weekends or holidays.
If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email.
Processing Step Processing Time
Order received and Design Confirmation 1 business days
Manufacturing process 2-3 business days
Quality Control 1-2 business day
Order prepared for shipping 1 business day
Shipping rates & delivery estimates
Shipping charges for your order will be calculated and displayed at checkout.
Shipment method Delivery Time Shipment cost Minimum Order
Express Shipping 5-7 Business Days FREE 0 - $199.99
FREE Express Shipping 5-7 Business Days FREE + $200.00
Delivery delays can occasionally occur. Please bear in mind that as we progress through the tough times of COVID-19, some delays may occur due to understaffing in the manufacturing facility and understaffing related to the shipping couriers, based on your country.
Shipment confirmation & Order tracking
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.
Customs, Duties and Taxes
One Neon is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.). We will do our best to mediate these issues and not surprise you with any unnecessary added costs.
Damages
One Neon is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Once a claim has been made, please contact us and refer to the Refund Policy for more instructions.
Please save all packaging materials and damaged goods before filing a claim.
Return & Exchange Policy
One Neon ("we" and "us") does not offer refunds as each sign is made specifically for you, with your customizations in mind. If the sign comes damaged, please contact us and we will mediate the situation as quickly as possible to ensure that you are left satisfied with your purchase.
In the unlikely event that your sign does come damaged, we'll require proof of purchase, order number, as well as photos and videos of where it came damaged or defective. Our customer service team will then evaluate each issue on a case-by-case basis and ensure that you receive your sign without damages.
To start a claim, you can contact us at info@one-neon.com. Please ensure that your order number is included in the title of the email. If your claim is accepted, we’ll send you instructions and a timeline on how you will receive your undamaged item. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at info@one-neon.com.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you received the wrong item so that we can evaluate the issue and make it right. We allow a 7-day period upon receipt of your custom sign to lodge any claims regarding damages, defects, or errors on our part.
Unfortunately, we cannot accept returns on gift cards.
Replacements
We will notify you once we’ve received and inspected your return, and let you know if the replacement was approved or not. If approved, you’ll be automatically entered into our system for a new identical sign (same design, same size, same color, same acrylic backing, etc) to be manufactured and shipped to the same address. Please remember it can take some time for us to remanufacture your sign and have it delivered to you.
Secure payments
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Handcrafted & Unique
Each sign is handcrafted & made-to-order by one of our skilled neon artisans.
Worldwide Delivery
Despite COVID-19, we're still shipping worldwide and will have your sign out to you in 2-3 weeks!
24/7 Customer Support
One of our experienced team members is always available to assist you with any inquiry.