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Delivery & Shipping Policy
Effective Date: February 22, 2026

At Neon Art Lab, we specialize in premium, custom-made LED neon signs. Every order is created specifically for you and carefully managed from production through delivery.

Please review our shipping policy below before placing your order.

Shipping Destinations

We currently ship within the United States only.

At this time, we do not support shipping outside the U.S.

Shipping Origin

Our business is operated from Vietnam.

All neon signs are custom-produced in our manufacturing facility in China and shipped directly to customers in the United States.

Processing & Production Time

Because every product is custom-made:

• Standard processing time: 3–5 business days

• This includes design confirmation and production.

During peak seasons or holidays, processing times may be slightly longer.

If you require a rush order, please contact us before purchasing to confirm availability.

Estimated Shipping Time

After processing is complete:

• Estimated delivery time: 7–15 business days

Total estimated timeframe (production + shipping):
👉 10–20 business days

Delivery times may vary depending on:

• Destination location

• Carrier operations

• Customs clearance

• Weather conditions or seasonal demand

Shipping Carriers

We work with reliable international carriers, including:

• DHL

• FedEx

• UPS

• TNT

Carrier selection depends on destination and package size.

Shipping Cost

Free Standard Shipping on all U.S. orders.
No minimum purchase required.

Order Tracking

All orders include tracking.

Once your order is shipped, you will receive an email containing:

• Your tracking number

• A tracking link to monitor delivery

Please allow up to 48 hours for tracking details to update after dispatch.

Customs, Duties & Taxes

In most cases, shipments to the United States do not incur customs fees.

However, if any import duties or taxes are applied by U.S. Customs, the customer is responsible for those charges.

Neon Art Lab is not responsible for delays caused by customs processing.

Incorrect or Incomplete Shipping Address

Please ensure your shipping address is correct at checkout.

Orders returned due to incorrect or incomplete addresses may require an additional reshipping fee.

Neon Art Lab is not responsible for delivery delays or losses caused by incorrect address information provided by the customer.

Damaged Packages

We carefully package all orders to help prevent transit damage.

If your item arrives damaged:

• Contact us within 48 hours of delivery

• Email: support@neonartlab.com

• Include clear photos of:

  • The product

  • External packaging

  • Internal packaging

We will review the issue and arrange a suitable replacement or resolution.

Lost Packages

If your package appears lost in transit:

• Contact us at support@neonartlab.com

We will assist with carrier investigation and provide replacement options when applicable.

Contact Information

For shipping questions or order support:

📧 Email: support@neonartlab.com
📞 Phone: +1 (307) 312-1083

Our customer support team is here to ensure your Neon Art Lab experience is smooth from order to delivery.

Return & Refund Policy

Effective Date: February 22, 2026

At Neon Art Lab, we want you to love your neon sign. However, we understand that unexpected issues can happen. This Return & Refund Policy explains how we handle returns, refunds, and replacements to provide a clear and fair experience for our customers.

By purchasing from neonartlab.com, you agree to the terms of this policy below.

1. Return Window

Customers may request a return within 7 days of delivery.

However, because most Neon Art Lab products are custom-made, additional conditions apply as described below.

Return requests submitted after 7 days from the delivery date may not be eligible for refunds.

2. Return Merchandise Authorization (RMA)

All returns require prior approval through our Return Merchandise Authorization (RMA) process.

Returns sent without an approved RMA number may not be accepted or processed.

How to Request an RMA

To initiate a return:

1. Email support@neonartlab.com

2. Provide the following information:

• Order number

• Full name used for the order

• Reason for return

• Photos or videos showing the product condition or issue

Our support team will review your request within 24–48 hours.

If the return is approved, we will provide:

• A Return Merchandise Authorization (RMA) number

• Detailed return instructions

• Return shipping information

The RMA number must be clearly included in the return package.

3. Custom-Made Products

Most neon signs sold by Neon Art Lab are made-to-order and customized according to customer-selected design, color, and size.

Because these items are produced specifically for each order:

• Returns for custom products may be limited

• Customers should carefully review order details before completing their purchase

However, returns may still be accepted if:

• The product is unused or only slightly used

• The item remains in good working condition

• The return request is submitted within 7 days of delivery

• The return is approved through the RMA process

4. Damaged or Defective Products

If your neon sign arrives damaged or defective, please contact us as soon as possible.

Reporting Timeline

Claims must be submitted within 7 days of delivery.

Required Information

Please email support@neonartlab.com with:

• Your order number

• Photos or videos clearly showing:

  • The product issue

  • External packaging

  • Internal packaging

Resolution

Once the issue is verified, Neon Art Lab will provide one of the following solutions:

• Free replacement

• Full refund

For confirmed damaged or defective items, Neon Art Lab will cover the return shipping cost.

5. Incorrect Items

If you receive the wrong item (incorrect design, size, or color), we will correct the issue.

Reporting Timeline

Please notify us within 7 days of delivery.

Required Information

Send an email to support@neonartlab.com with:

• Order number

• Photos of the item received

Resolution Options

Once verified, we will:

• Ship the correct replacement, or

• Issue a full refund

Return shipping costs will be covered by Neon Art Lab.

6. Change-of-Mind Returns

Because our products are customized, change-of-mind returns are limited but may be accepted under the following conditions.

Eligibility Requirements

• Return request submitted within 7 days of delivery

• Product is unused or only slightly used

• Product is clean and fully functional

• All original parts and accessories are included

• Product is returned in secure packaging

Important Notes

• Customers are responsible for return shipping costs for change-of-mind returns unless otherwise confirmed in writing.

• Returns that arrive damaged due to poor packaging may result in reduced or denied refunds.

7. Refund Processing

If your return qualifies for a refund, the following terms apply.

Refund Method

Refunds will be issued to the original payment method used during checkout.

Refund Timeline

Refunds are processed within:

5–7 business days after return approval and inspection (if applicable).

Partial Refunds

Partial refunds may apply when:

• Only part of an order is returned

• Returned items show signs of use

• Accessories or components are missing

8. Order Cancellation

Before Production

Orders may be canceled within 12 hours of purchase.

After Production Begins

Once production has started, orders cannot be canceled because the product is custom-made.

Customers are encouraged to verify all design and order details before confirming purchase.

9. Return Shipping Address

Approved returns must be sent to our return processing center:

Neon Art Lab Returns Center
17588 Rowland St
City of Industry, CA 91748
United States

Please include:

• Your RMA number

• Order confirmation or receipt

• A short note describing the issue

10. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

Neon Art Lab Covers Return Shipping For:

• Damaged items

• Defective products

• Incorrect products

Customer Covers Return Shipping For:

• Change-of-mind returns

• Incorrect orders placed by the customer

Return shipping fees are non-refundable.

11. Exchanges

Neon Art Lab does not offer direct exchanges.

If you receive a defective or incorrect product, we will provide a replacement after verification.

12. Shipping Fees

• Free shipping on all U.S. orders

• Return shipping covered by Neon Art Lab only for damaged, defective, or incorrect items

• No restocking fees

13. Lost or Stolen Packages

Once a package is marked “Delivered” by the shipping carrier, Neon Art Lab is not responsible for lost or stolen packages.

If you believe your package was lost in transit, please contact the shipping carrier using the tracking number provided.

14. Return Shipping Guidelines

To ensure a successful return:

• Include your RMA number

• Use secure packaging

• Include order confirmation or receipt

• Add a note explaining the issue

For items valued over $75 USD, we recommend:

• Using a trackable shipping service

• Purchasing shipping insurance

Neon Art Lab cannot guarantee receipt of returned items sent without tracking.

15. Customer Support

If you need help with returns or refunds, contact us:

Representative Office
30 N Gould St Ste N, Sheridan, WY 82801, United States

Head Office
C01-L12, New Urban Area, Duong Noi, Ha Dong, Hanoi, 100000, Vietnam

Factory
Room 601, Building 1, No. 61, Gongaoheng Second Road, Sainiupi Village, Dalang Town, Dongguan City, China

📞 Phone: +1 (307) 312-1083
📧 Email: support@neonartlab.com

Response Time: We aim to respond within 24–48 hours.

By purchasing from neonartlab.com, you agree to this Return & Refund Policy. Our team is committed to making your experience smooth and ensuring your custom neon creation arrives exactly as expected.