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Shipping Policy – CustomNeonStudio

Last updated: January 2026

At CustomNeonStudio, we specialize in high-quality, custom-made LED neon signs. Every order is made specifically for you and handled with care from production through delivery.

Please review our shipping policy below before placing your order.

Shipping Destinations

We currently ship only within the United States.

Orders outside the U.S. are not supported at this time.

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 all products are 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 extended.

If you need a rush order, please contact us prior to purchasing and we will advise availability.

Estimated Shipping Time

After processing is completed:

• Estimated delivery time: 7–15 business days

Total estimated delivery timeframe (processing + shipping):

👉 10–20 business days

Delivery times may vary due to:

• Destination location

• Carrier operations

• Customs clearance

• Weather or seasonal volume

Shipping Carriers

We ship using trusted 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 ships, you will receive an email containing:

• Your tracking number

• A tracking link to monitor your shipment

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

Customs, Duties & Taxes

In most cases, shipments to the U.S. do not incur customs charges.

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

CustomNeonStudio is not responsible for delays caused by customs processing.

Incorrect or Incomplete Shipping Address

Please ensure your shipping address is accurate at checkout.

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

• CustomNeonStudio 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 minimize transit damage.

If your item arrives damaged:

1. Contact us within 48 hours of delivery

2. Email support@customneonstudio.com

3. Include clear photos of:

   • The product

   • External packaging

   • Internal packaging

We will review and arrange a replacement or resolution as appropriate.

Lost Packages

If your package appears lost in transit:

• Contact us at support@customneonstudio.com

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

Contact Information

For shipping questions or order assistance:

📧 Email: support@customneonstudio.com
📞 Phone: +1 (505) 201-1038

Our customer support team is available to ensure your CustomNeonStudio experience is smooth from order to delivery.

Return & Refund Policy – CustomNeoStudio

At CustomNeoStudio, we want you to love your neon sign! However, we understand that sometimes things don’t go as planned. This Return & Refund Policy outlines how we handle returns, refunds, and exchanges to ensure a seamless experience for our customers.

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

1. Custom-Made Products

• All our neon signs are custom-made to order, which means they are specifically designed and produced based on your preferences.
• As such, we do not accept returns for products that you have ordered unless they arrive damaged, defective, or incorrect.
• Please ensure that you select the correct design, color, and size before completing your order.

2. Damaged or Defective Products

We take great care in packaging and shipping our products. However, if your neon sign arrives damaged or defective, we are here to help.

Steps for Reporting Damaged or Defective Products:

1. Inspect your product: Upon receiving your order, immediately check your neon sign for any damages.
2. Contact us within 7 days: If your product is damaged or defective, please reach out to us within 7 days of delivery by emailing support@customneonstudio.com. Include:
   • Your order number.
   • Photos and/or videos clearly showing the damage or defect (both the packaging and the product).
3. Return or Replacement: Once we’ve reviewed the issue, we will offer you a replacement or a full refund, depending on the situation. We will cover all return shipping costs for damaged or defective items.

3. Incorrect Products

If you receive the wrong neon sign (incorrect color, size, design, etc.), we will make things right.

Steps for Reporting Incorrect Products:

1. Notify us within 7 days: Contact us at support@customneonstudio.com within 7 days of receiving the wrong product.
2. Provide details: Include your order number and photos showing the incorrect item you received.
3. Return & Refund/Replacement: We will either issue a full refund or send you the correct item, depending on your preference. We will also cover return shipping costs.

4. Returns for Change of Mind

Because our neon signs are custom-made to order, we do not accept returns for change of mind or personal preferences once your order is placed. Please ensure you are happy with your choices (design, color, size) before confirming your order.

5. Refunds

If your order is eligible for a refund (damaged, defective, or incorrect items), the following applies:

• Refund Method: Refunds will be issued to the original payment method used at checkout (e.g., credit card, PayPal).
• Processing Time: Once the return has been approved and received (if applicable), we will process your refund within 5–7 business days.
• Partial Refunds: In certain cases (such as when only part of the order is returned), we may issue a partial refund based on the product returned.

6. Order Cancellations

• Before Production: You may cancel your order within 12 hours of placing it.
• After Production Begins: Once production has started, cancellations are not possible. Please review your order carefully before confirming your purchase.

7. How to Return a Product

For eligible returns, please follow these steps:

1. Contact Us: Email support@customneonstudio.com to notify us of your return request. Provide your order number and a clear description of the issue.
2. Return Instructions: We will provide detailed return instructions, including the return address and any necessary shipping labels.
3. Return Shipping: If the return is due to a damaged, defective, or incorrect product, we will cover the cost of return shipping. In all other cases, the customer is responsible for return shipping costs.
4. Condition of Return: All items must be returned in their original packaging and in unused, undamaged condition.

8. Exchanges

We do not offer direct exchanges, but if you received the wrong product, we will arrange a replacement at no additional cost. Simply follow the steps above to report the issue.

9. Shipping Fees

• Free Shipping: We offer free shipping on all orders within the United States.
• Return Shipping Fees: In cases of damaged, defective, or incorrect products, we will cover the return shipping costs. For all other returns (e.g., change of mind), the customer is responsible for return shipping.

10. Lost or Stolen Packages

Once your package is marked as delivered by our carrier, we are no longer responsible for any loss or theft that occurs. If you believe your package was lost in transit, please contact the carrier (DHL, DPD, UPS) immediately using the tracking number provided. We are not liable for packages that are lost or stolen after delivery.

11. Customer Support

If you have any questions or need assistance with returns or refunds, please contact us at:

Representative Office: 1209 MOUNTAIN ROAD PL NE STE R
ALBUQUERQUE, NM 87110, United States

Branche 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 : +1 213 419 4504

Email: support@customneonstudio.com

Response Time: We strive to respond to all inquiries within 24–48 hours.

By purchasing from customneonstudio.com, you agree to our Return & Refund Policy. We are here to ensure your satisfaction and will do our best to make sure your experience is as bright and colorful as our neon signs!