Shipping Policy

Neon Highway (“we” and “us”) is the operator of (https://www.neonhighway.com) (“Website”). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General
All products are made to order and as such the current production time is stated at checkout in the delivery section. Seasonality, order complexity and other factors may impact these times slightly, in which case we will notify you via email.

2. Shipping Costs 
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.

3. Delivery Terms
3.1 Delivery times based on geographic location:

United Kingdom: 8-14 working days
Europe: 10-15 working days
United States & Canada: 15-20 working days
Australia: 10-15 working days
Rest of the world: 6-20 working days

3.2 Dispatch Time
All products are made to order and as such current production times are listed on the checkout page. We operate on Monday – Friday during standard business hours, except on national holidays at which time we will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

3.3 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched provided the substitute delivery address is located in the same country as the original address.

3.4 Delivery Time Exceeded
If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

4. Tracking Notifications
Upon dispatch, customers will receive a tracking email containing a tracking code from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

5. Parcels Damaged In Transit
If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service and we will provide you with the next steps.

6. Duties & Taxes
6.1 International Order Import Duties
Import duties for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and Neon Highway encourage you to be aware of these potential costs before placing an order with us.

6.1 Unpaid Duties
If the duties and taxes are left unpaid upon arrival at your destination country, the goods will be returned to Neon Highway at the customer’s expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

7. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.

8 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

9 Process for parcel lost in transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

10. Customer service
For all customer service enquiries, please email us here: Contact Us

Refund Policy

Returns & Cancellations

Neon Highway creates every piece to order and as such cannot accept returns or cancellations once orders have been made.

Warranty

Neon Highway will honour any valid warranty claims, provided a claim is submitted within 1 year of receipt of items. Customers will be required to pre-pay the return shipping, however, we will reimburse you upon successful warranty claim. Upon return receipt of items for a warranty claim, you can expect Neon Highway to process the warranty claim within 14 days. Once the warranty claim is confirmed, we will repair or remake the sign within 14 days and ship it out to you free of charge.

Sale Items

Unfortunately sale items cannot be refunded.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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