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FAQ’S

FAQ'S

Because this is more than a product for us. It’s a piece of art. Each piece of neon art is hand crafted by our experienced glass artists, Who boast decades of experience in the art of bending and blowing glass.

Don’t stress! With the utmost attention to detail and endless design revisions, We’ve nailed down a packaging process to reduce our breakage rate to less than 2% over 3 years. 

We stand behind our products with a 12 month warranty.

Ofcourse! If our art doesn’t meet your expectations. Get in touch with us for a full refund upon return.

Our art is extremely easy to mount, Straight out of the box. Each sign comes with a chain attached to the backing of the sign to mounting. We suggest either hanging the chain on a screw or putting a thin screw through the top-most link on the chain and screwing it in to the wall. This will ensure it is held securely and that the chain will catch on the screw head if the sign is bumped or pulled directly away from the wall.

All signs come with pre drilled holes on their acrylic backing. So you can also screw your order directly into your wall.

The life of a neon sign is dependent on how often it is used, among other variables like environment and time. To lengthen the lifespan of your neon sign, we do not recommend running it 24/7. With normal use, our neon signs can last up to 10 years or longer. 

YES! All Neon Labz products are produced with UL certified power supplies, Tested against rigorous conditions to ensure the highest degree of safety and quality. The noble gases that are used to manufacture neon signs are not harmful, In the case of breakage. When neon art is damaged, No current passes through the gases. Neon art is perfectly safe to the touch and will not burn you. Neon will only run warm, The power consumption is typically more efficient than fluorescent and incandescent bulbs.

Custom Work

It’s a simple and painless process. All you need to do is head over to our custom sign builder. 

Use our contact form and show us your amazing idea! We have a passion for this, Let’s brainstorm!

 

Step 1: Our Creative Director, Sophie, Will design an initial mock-up of your desired text or image, She then provides you with a few different sizing options. Once you decide what your desired size is, You will be emailed an invoice for the cost of your neon art, Payable via credit/debit or PayPal.
Step 2: Our designer will create a final design draft for your approval, Sent within three business days of payment.
Step 3: Once we receive your approval, Our glass artist will start production, Testing and assembly. From there, We will send a photo of your neon art lit up in our studio and ship it to you!

The entire process takes about 3 weeks on average from the day payment is confirmed to when your sign arrives at your doorstep.

Shipping

Shipping will usually take 13-17 days to arrive. All customers will be provided with a tracking number shortly after the product is shipped. Track your order here.
Shipping will usually take 7-21 days to arrive. All customers will be provided with a tracking number shortly after the product is shipped. Track your order here.
You may be required to sign for your package. Failed delivery due to the package not being signed for will be returned to us, Neon Labz will not cover the cost of re-shipping out a package that has failed to be signed for. Please track your package and sign up for email updates on the USPS website (U.S customers) or the Canada Post website (Canadian customers) or on the AusPost website (Aussie Customers) to be notified when your package is out for delivery. Track your order here.

Shipping estimates are based on average delivery times and are subject to change during periods of high shipping volume. We are not responsible for delays caused by high volume of packages being delivered by USPS, Canada Post or AusPost.

Policies

Neon Labz has a 30-day money back guarantee on all unused catalog neon signs starting on the day of delivery of the sign. If the customer intends to return an unused product with no damages, The customer must ship the catalog sign back to our facility. The sign must be in its original condition and packaging. Please refer to “contact us” and send us an email for more details on shipping the sign back to our facility. *It is the responsibility of the customer to cover shipping costs associated with returning a neon sign*

Catalog Signs
 
Neon X has a 30-day money back guarantee on all unused catalog neon signs starting on the day of delivery of the sign. If the customer intends to return an unused product with no damages, the customer must ship the catalog sign back to our facility. The sign must be in its original condition and packaging. Please refer to “contact us” and send us an email for more details on shipping the sign back to our facility. *It is the responsibility of the customer to cover shipping costs associated with returning a neon sign*
 
Custom Signs
 
Due to the individuality of custom signs, all custom sign orders are final. Please reference our “Broken Custom Neon Sign Policy” for more information on your options if your sign arrives broken.
Neon Labz has a 12-hour cancellation policy on all orders starting from the time of purchase. Please refer to “contact us” or send us an email at: abby@neonlabz.com within 12 hours of purchase to cancel your order. After the 12-hour window, You will have to wait until the product has shipped and refer to our return policy.
Neon Labz has a 24-hour change of order policy on all orders starting from the time of purchase. Within this 24-hour window, Orders can be altered to one of equal value, Such as a color change or another sign of the same price. Please refer to “contact us” or send us an email at abby@neonlabz.com within 24-hours of purchase to change your order. After the 24-hour window, You will have to wait until the product has shipped and refer to our return policy.

If your product arrives damaged or broken, Please contact us at: abby@neonlabz.com and we will be in touch with you as soon as possible. We will only accept claims placed within 7 days of delivery. We will then review the claim and ship you a replacement sign at no cost, Or give you the option of receiving a full refund. Claims made for broken signage due to damage caused by user mistreatment will not be accepted.

If you’re a retailer or business looking for several neon signs, we’d love to speak with you about a partnership. Feel free to contact us for more information or to inquire.

All sale items are final sale and not eligible for a return.
Neon Labz considers your privacy and online safety of utmost importance. By placing an order with Neon Labz you give us your consent to process and use your personal data in accordance with this privacy policy. All personal information collected will only be used to contact you regarding your orders or returns. With a Neon Labz account, you will automatically be added to our mailing list. should you wish not to receive updates you may unsubscribe from our mailing list at any time by clicking ‘unsubscribe’ found on the bottom of any newsletter sent to your email. Neon Labz will not disclose any personal data to outside organization or party unless required by law or in connection with a legal claim or proceeding. Neon Labz may provide certain information to third party service providers who perform specific functions on our behalf. For example, we may share your mailing address and other contact information with our delivery partners. Please note, our service providers (ie. web hosting, credit card processing and others) may have access to all or parts of the information we maintain. All such information to third parties is limited to the information required to perform their functions. We seek to limit third-party use of information, however we are not responsible for such third-party use of information that is not in compliance with this policy. We reserve the right to transfer or assign all information pursuant to a merger, sale, reorganization, purchase or other transaction relation to Neon Labz.

Seasonal discounts (i.e., Black Friday) are only applicable to orders placed on the day(s) the discount is available. Orders placed before or after discount periods cannot have a discount applied to an existing order.

Every piece of neon art is sculpted by hand. There is no moulding, manufacturing, or machining involved in bending glass tubes. For this reason, we cannot agree that your product will be 100% the exact same as the product photo. By purchasing a neon sign, you agree that there may be very very slight variations in the product, if any at all.

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