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Shipping Policy

PRODUCING & PROCESSING TIME:

Most of NeonGrand’s neon led signs are handcrafted according to the individual requirements of the customer. Normally, it can take 2-3 business days for us to produce and process your order.

Production and order processing times depend on the complexity of your design and the number of products in your order. Orders with multiple products or complex designs will take longer to produce as our artisans are always eager to create the most perfect work.

Production and order processing times may vary during high-volume order periods.

ESTIMATED SHIPPING TIME (For Standard Shipping Option)

The actual shipping time depends on your country’s logistics system. The table below may help you measure the shipping time easier.

DESTINATION*ESTIMATED SHIPPING TIME
United States7-10 business days
Rest of the world10-12 business days
  • Total delivery time = Production time + Processing time + Shipping time. Shipping time begins after the product is packed and leaves the warehouse.

NOTE:

  • We are NOT responsible for any customs fees once the item has been shipped. By purchasing our product, you agree that one or more packages may be shipped to you and may be subject to customs fees when they arrive in your country. You do not have to pay any taxes on US shipping.
  • During peak logistics season, transit times may vary due to incidents beyond our control. However, we will do our best to come up with the best solution for those situations.
  • Track Your Order here.
  • If for some unexpected reason your tracking id is not working, please contact us via email [email protected]

SHIPPING OPTIONS:

STANDARD SHIPPING:

Standard shipping is the most common and economical option. However, we can only guarantee the package when it is not shipped out. Once the parcel has been delivered to the courier company, we are not responsible for: lost packages, the parcels are rejected/destroyed by the customs department. We cannot refund you in that case.

  • 1 order can only ship to 1 address only.
  • Shipping Free for the Standard Shipping Option:
  1. For orders from The United States: Free Shipping
  2. For orders from other countries: $19.99
  • We cannot ship to the following Countries
  • We cannot ship to APO/FPO addresses.

UNDELIVERED PACKAGES:

There could be a number of reasons why the package could not be sent and returned to us, such as the wrong/insufficient address, or the recipient might not be available at that time (for couriers who require client’s signature).

In that case, we will send you a notice email and ask for a new shipping address. However, the return process is quite long upon the courier company’s system, and we cannot affect or interrupt any. If your order is returned, please provide us with an accurate address, and we will send you again as soon as we receive the package back.

*Please note that we can only arrange shipping for you if you give us your address within the time we stated in the email. Outside of the above timeframes, packages will be canceled to save space and avoid return fees.

WHAT SHOULD I DO IF THE TRACKING STATUS SHOWS “DELIVERED” BUT I DO NOT RECEIVE THE ORDER?

Please contact us by email at [email protected] with your order number or invoice, we will give you instructions to reach out to the post office to locate your package.

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I CAN’T ACCESS THE TRACKING LINK. WHAT SHOULD I DO?

The tracking link you receive needs about 2-3 business days to update. If it’s not, please send us an email to [email protected] to resolve the problem.

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THE ORDER HAS BEEN DELAYED FOR TOO LONG.

It may be due to some errors in production or the order is waiting for the garment to arrive. Please send us an email to [email protected] to check the problem in detail. Don’t forget to attach your order invoice or order invoice.