Shipping

Your order is packed in a protective double box designed for safe transit. We ship with reputable private carriers — DHL, FedEx, or UPS — depending on destination and service availability. We select the most optimized option to deliver fast and safely.

• Tracking: All shipments include online tracking. You will receive your tracking number once your order is dispatched. You can also contact us to request it.
• Address accuracy: Orders are shipped to the shipping address provided at checkout. Please ensure it is complete and accurate. Changes after dispatch are not guaranteed.
• Phone number required: Carriers may contact you to schedule delivery. Please provide a valid phone number at checkout.
• Delivery standard: Stated delivery timelines exclude the posting day and any time spent in customs clearance.
• Production time: Custom and made-to-order items require production before dispatch. Estimated dates are shown at checkout or in your order confirmation.

Customs & Duties

International orders may be subject to import duties, taxes, and fees imposed by the destination country.

• Customers are responsible for all customs duties, import taxes, brokerage fees, and any related charges.
• We can offer a good-faith estimate based on experience, but we do not control, prepay, or guarantee these fees.
• If you refuse delivery due to duties/taxes, you are responsible for the original shipping, return shipping, and any associated carrier fees. Shipping costs are non-refundable.

Returns & Refunds

We want you to love your sign. Our policy distinguishes between faulty products and custom-made products.

• Faulty or damaged products: We will make every effort to resolve the issue. Depending on the assessment, we may repair, replace, refund, or partially refund the product.
• Final sale for custom signs: Custom neon signs are handcrafted and made to your approved design. Once the mockup is approved and the order is paid, all custom orders are final. Minor deviations from mockups may occur due to the handmade process and are part of the product’s unique character.
• Color note: Light and screen variations may affect perceived color. Reference photos can be provided upon request.

The final resolution for faulty products (including refunds for product and/or shipping) is determined case-by-case at the sole discretion of SixNeon.

Replacement for Transit Damage

If your sign arrives broken, we will take care of it.

• Contact us within 20 days of delivery and include clear photos of: the outer box (all four sides), inner packaging, and the damaged parts.
• We will file a claim with the carrier and, in parallel, arrange a remake and re-delivery of your sign when applicable.
• Keep all packaging materials until your claim is resolved.

Non-Returnable Items

• Custom neon signs (approved mockup and paid order)
• Items showing signs of misuse, improper installation, modification, or damage after delivery
• Items without original accessories or with removed/altered labels

Order Changes & Cancellations

• Requests to change or cancel an order should be made as soon as possible. Once production has started or the order has shipped, changes/cancellations may not be possible.
• If a shipment is refused or returned due to an incorrect address, unreachable recipient, or unpaid duties, you are responsible for all carrier charges incurred.

How to Start a Return or Claim

Please email our support team with your order number and a brief description of the issue. Attach photos/videos if the item is damaged or faulty.

🕔 Working hours (LA): 5:00 PM (the day before) ~ 8:00 AM