Shipping and Returns

  • Your order is delivered in a safe and resistant double box, specially made for mail order. 
  • We exclusively relying on private partner companies to handle the delivery of your custom neon sign. Using DHL, Fedex or UPS depending on the country. We select the most optimized shipping company for your product to arrive fast and safe.
  • We can provide a Tracking Number upon request for you to be able to track your neon as well as scheduling the delivery. 
  • Once your neon is shipped you can contact the delivery company at will to get updates and any pieces of information you need. Our support Team remains available to bring assistance. 
  • For small items like Sneaker Led Lights or Mini Neons we are using the USA Post with Tracking Number.
  • We usually dispatch orders with 24-48 Hours after receiving full payment of your order. 
  • Overview of the delivery time lapse:
    • With DHL: it takes about 2 to 4 business days for your parcel to arrive at your location starting from the day you receive your shipping confirmation email (Tracking Number).
    • With USA Post: it takes about 10-14 business days from the day you receive your shipping confirmation email. However, some countries can require a longer time to process the good. We noticed that Italy, Spain, Portugal, Mexico, UAE could take up to 20-25 days. You can contact us if your order, shipped by USA Post, hasn't been received within the 30 days. We will support solving the possible matter with the carrier company. 
  • All our shipments come with online a tracking number that you will receive once your order is dispatched. You can also email us to receive your Tracking Number. 
  • Orders will only be shipped to the shipping address provided in your account. Please make sure your address is correct.
  • Phone number is required for the shipping company to contact you once your delivery is on its way and schedule the delivery. Your neon is on the way! 

CUSTOM

  • Customers are responsible for any custom duties or import duties resulting from the shipping of their neons. We do our best to protect global customers from incurring additional fees. We can provide an estimation though according to our experience. Unfortunately, we have no control over these charges. 
  • Customers take full liability for all postal charges, return shipment costs and resend shipment costs if they refuse to accept a parcel due to import duties or taxes. Shipping costs are non-refundable.
  • Delivery Standard excludes day of posting and time spent on customs clearance.

TRACKING

  • Online tracking number will be provided to all international customers to track the delivery status after parcels are being posted, make sure your email address is correct in order to receive your tracking number.

RETURNS

  • Our policy lasts 14 days. If 14 days have gone by since your purchase of a MINI LED or a item displayed in our store we can not offer any refund or exchange.
  • To be eligible for a return of a MINI LED or a item displayed in our store, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
    To complete your return, we require a receipt or proof of purchase. The refund could be completed once the item is received in our office. Costs of resend are to be endorsed by the buyer. 
  • A 10.00 USD flat fee will be deducted from your refund to cover the restocking. The customer is responsible of the returning postage cost. 
    Contact us at contact@oneon.net to get our full refund process and get your return number.
  • All customs neon signs sold are FINAL. Custom neon signs are unique, handcrafted and made for the precise purpose and will of the buyer. There is no molding. We actually bend the neon tube by hand. Therefore, your custom neon sign could not be 100% matching the mock-up we sent. This is actually the beauty of a craft item. It is unique in this sense. No return or exchange is possible after the mock-up is approved and the order is paid. This is the reason why we grant you all the time, energy and expertise to create your unique custom neon sign. 
  • Light colors are not contractual. We will manage to send pictures of the chosen colors
  • If you have any questions or concerns with a product on our site, please send us an email at contact@oneon.net before committing to purchase.

Refunds (if applicable)

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. No need to contact us in between this time period. We need a processing time to provide the final decision. 
    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
    Refunds are issued with a deduction of the original shipping cost of $45 as well as 5% of the original price as transaction fees.

    Sale items (if applicable)
    Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

    Cancellation 

    In the event of a cancellation before the item is being shipped, a 5% of the original price will be held to cover the transaction fees.

    Gifts

REPLACEMENT

  • Your neon arrived broken? We take care of this. Please make sure to send us within 7 days pictures of the 4 sides of the package as well as pictures of the broken parts. We will set up a claim in front of the carrier. In parallel, we will remake and deliver your neon.