Shipping policy

1. About This Policy

This Shipping Policy applies to all orders placed on www.neonstore.co and forms part of our overall Terms and Conditions.

2. Production & Dispatch Timeframes

2.1 Custom-Made Products

Custom neon and LED signs are manufactured specifically to your approved Design Proof. Typical production times:

Standard production: 5-7 business days from Design Proof approval.
Rush production (where available): timeframe specified at checkout.

Production does not commence until: (a) full payment or deposit is confirmed, and (b) your Design Proof has been approved in writing. Delays caused by late proof approval are not within our control.

2.2 Business Days

Business days are Monday to Friday, excluding Australian and Dutch public holidays. Orders placed on weekends or public holidays are processed the next business day.

3. Shipping Methods & Carriers

We ship worldwide using a range of reputable international carriers including DHL, FedEx, UPS, and Australia Post, depending on your destination and order size. The available shipping options and estimated transit times for your destination will be displayed at checkout.

Shipping times are transit estimates only and begin once your order is dispatched. They are not guaranteed and may be affected by customs clearance, public holidays, or carrier delays.

4. Shipping Costs

Shipping costs are calculated at checkout based on the destination, weight, and dimensions of your order. Free shipping promotions, where offered, will be applied automatically at checkout and are subject to the terms of that promotion.

5. International Orders — Duties, Taxes & Customs

5.1 Importer of Record

For all orders shipped outside Australia, you (the customer) are the importer of record. You are responsible for:

All import duties, customs taxes, tariffs, and brokerage fees levied by your country's customs authority.
Ensuring compliance with all import regulations in your destination country.
Any delays caused by customs processing or inspection.

5.2 Incoterms

Unless otherwise stated at checkout, we ship on DDU (Delivered Duty Unpaid) terms. This means import duties and taxes are collected by the carrier or customs authority upon delivery and are the customer's responsibility..

6. Tracking Your Order

Once your order is dispatched, you will receive a shipping confirmation email containing your tracking number and a link to track your parcel. Tracking information may take up to 24 hours to update after dispatch.

7. Risk of Loss & Title

Risk of loss and title for Products pass to you upon delivery of the order to the carrier. If a shipment is lost or significantly delayed, please contact us at info@neonstore.co and we will assist in lodging a claim with the carrier.

8. Damaged in Transit

If your order arrives visibly damaged, please:

Take photographs of the outer packaging and the damaged Product before unpacking further.
Contact us at info@neonstore.co within 48 hours of delivery with your order number and photographs.

We will work with you and the carrier to resolve the issue as quickly as possible, which may include replacement or refund. Please refer to our Returns & Refunds Policy for further details.

9. Incorrect Address

Please ensure your delivery address is correct at the time of ordering. We are not responsible for orders delivered to an incorrect address provided by the customer. If an order is returned to us due to an incorrect address, we will contact you to arrange redelivery at your cost.

10. Contact

For shipping enquiries, contact us at info@neonstore.co.