- Your order is delivered in a safe and resistant double box, specially made for mail order.
- We exclusively relying on private partner companies to handle the delivery of your custom neon sign. Using DHL, Fedex or UPS depending on the country. We select the most optimized shipping company for your product to arrive fast and safe.
- We can provide a Tracking Number upon request for you to be able to track your neon as well as scheduling the delivery.
- All our shipments come with online a tracking number that you will receive once your order is dispatched. You can also email us to receive your Tracking Number.
- Orders will only be shipped to the shipping address provided in your account. Please make sure your address is correct.
- Phone number is required for the shipping company to contact you once your delivery is on its way and schedule the delivery. Your neon is on the way!
- Customers are responsible for any custom duties or import duties resulting from the shipping of their neons. We do our best to protect global customers from incurring additional fees. We can provide an estimation though according to our experience. Unfortunately, we have no control over these charges.
- Customers take full liability for all postal charges, return shipment costs and resend shipment costs if they refuse to accept a parcel due to import duties or taxes. Shipping costs are non-refundable.
- Delivery Standard excludes day of posting and time spent on customs clearance.
- Online tracking number will be provided to all international customers to track the delivery status after parcels are being posted, make sure your email address is correct in order to receive your tracking number.
LED Neon Studio Sdn Bhd offers returns and refunds for faulty products only. LED Neon Studio Sdn Bhd will make every effort to resolve the issue and may fix, replace, refund, or partially refund the product. The final resolution for faulty products, including refunds for the cost of the product and/or shipping, is decided on a case by case basis depending on the source of the fault, and is at the sole discretion of LED Neon Studio Sdn Bhd.
- All customs neon signs sold are FINAL. Custom neon signs are unique, handcrafted and made for the precise purpose and will of the buyer. There is no molding. We actually bend the neon tube by hand. Therefore, your custom neon sign could not be 100% matching the mock-up we sent. This is actually the beauty of a craft item. It is unique in this sense. No return or exchange is possible after the mock-up is approved and the order is paid. This is the reason why we grant you all the time, energy and expertise to create your unique custom neon sign.
- Light colors are not contractual. We will manage to send pictures of the chosen colors.
- Your neon arrived broken? We take care of this. Please make sure to send us within 20 days pictures of the 4 sides of the package as well as pictures of the broken parts. We will set up a claim in front of the carrier. In parallel, we will remake and deliver your neon.