Heliwey Game LED Neon Light Sign Game Room Decor Sign

Delivery and Shipping Policy – Neon Empire Co.

Effective Date: December 25, 2025

Neon Empire is committed to providing clear and accurate shipping information so customers understand exactly how and when their orders will be delivered.

Please review this policy carefully before placing an order.

1. Free Shipping

We are pleased to offer free standard shipping on all orders.

There are no additional shipping charges added at checkout unless otherwise stated.

2. Order Processing & Production Time

All Neon Empire products are custom made to order based on customer-selected specifications.

• Order processing and production typically take 3–5 business days
• Production begins after payment confirmation and design approval (if applicable)
• Orders are not pre-made or held in inventory

Once production is completed, orders are prepared for shipment.

3. Shipping Origin

All orders are fulfilled and shipped from our manufacturing partners located in China.

This information is disclosed to ensure transparency regarding delivery timelines and customs processing.

4. Estimated Delivery Times

Delivery times begin after production is completed.

United States

• Estimated delivery time: 7–15 business days

International Orders

• Estimated delivery time: 10–20 business days

Please note that delivery times are estimates and may vary due to:

• Customs clearance
• Carrier delays
• Peak shipping seasons
• External factors beyond our control

5. Total Estimated Delivery Time

For most orders, the total estimated delivery timeline is:

• Production: 3–5 business days
• Shipping: 7–15 business days (United States)

Total estimated delivery time: 10–20 business days

This estimate is provided for reference and is not a guaranteed delivery date.

6. Shipping Carriers & Tracking

• Orders are shipped using international logistics carriers
• Tracking information is provided for all orders
• Tracking details will be sent by email once the order has been dispatched

Please allow time for tracking updates to appear after shipment.

7. Customs, Duties & Taxes

International shipments may be subject to:

• Customs inspections
• Import duties
• Taxes or fees imposed by the destination country

These charges, if applicable, are the responsibility of the customer and are not included in the product price or free shipping offer.

8. Incorrect Address or Delivery Issues

Customers are responsible for providing accurate shipping information at checkout.

Neon Empire is not responsible for delays or delivery issues caused by:

• Incorrect or incomplete addresses
• Failed delivery attempts
• Refused shipments

If a package is returned due to an incorrect address, additional shipping time may be required.

9. Delayed or Lost Shipments

If your order appears delayed beyond the estimated delivery window, please contact us at support@neonempireco.com.

We will work with the shipping carrier to investigate and provide an update as quickly as possible.

10. Contact Information

For shipping-related questions, please contact us:

Neon Empire
Email: support@neonempireco.com
Phone: +1 (828) 680-0388

Address: 30 N Gould St Ste N, Sheridan, WY 82801 – United States

Return & Refund Policy – Neon Empire Co.

Effective Date: December 25, 2025

Neon Empire is committed to providing clear and transparent return and refund terms in accordance with Google Shopping Ads policies and consumer protection standards.

Please read this policy carefully before placing an order.

1. Custom & Made-to-Order Products

All Neon Empire products are custom made to order based on customer-selected specifications such as size, design, color, and layout.

Because of the personalized nature of our products:

• We do not accept returns or refunds for change of mind
• We do not accept returns due to incorrect information provided by the customer at checkout (including design details, dimensions, or spelling)

Production begins shortly after order confirmation, and items cannot be resold or reused once manufactured.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, you are eligible for a resolution.

To qualify:

• You must contact us within 7 days of delivery
• You must provide clear photos or videos showing the issue
• The issue must not be caused by misuse, modification, or improper installation

Please contact:
Email: support@neonempireco.com
Include your order number and supporting images.

3. Resolution Options

Once your claim is reviewed and approved, we may offer one of the following resolutions, depending on the situation:

• Replacement of the affected item
• Partial refund
• Full refund

The resolution method is determined based on the nature of the issue and feasibility of replacement.

4. Refund Processing Time

• Approved refunds are processed within 5–7 business days
• Refunds are issued to the original payment method
• Processing time may vary depending on your payment provider or bank

5. Return Shipping

• In cases where a return is required due to defect or error, return instructions will be provided by our support team
• Customers should not return items without prior authorization
• Unauthorized returns may not be processed

6. Order Cancellations

• Orders may be canceled only if production has not yet begun
• Once production starts, cancellations are not guaranteed
• To request a cancellation, contact us as soon as possible at support@neonempireco.com

7. Non-Returnable Situations

Returns or refunds will not be issued for:

• Change of mind
• Incorrect customization details provided by the customer
• Normal wear and tear
• Minor color variations due to screen display differences
• Delays caused by customs, carriers, or events outside our control

8. Contact Information

For any questions regarding returns or refunds, please contact us:

Neon Empire
Email: support@neonempireco.com
Phone: +1 (828) 680-0388

Address: 30 N Gould St Ste N, Sheridan, WY 82801 – United State

FAQs – Neon Empire Co.

About Products

Q: Are your neon signs waterproof?
A: Yes, our neon signs are engineered to withstand outdoor conditions and are water-resistant. However, they should not be submerged in water. For optimal performance, install your neon sign in a dry area, keeping it away from direct exposure to water.

Q: What products do you sell?
A: We sell custom, made-to-order neon signs designed according to customer specifications.

Q: Are your products pre-made?
A: No. All products are custom produced after an order is placed.

Q: How long do your neon signs last?
A: With proper installation and usage, our neon signs are built to last for 3 years or more. We utilize premium LED components to ensure long-lasting durability and optimal performance.

Q: Do you accept returns?
A: Returns are not accepted for change of mind on custom products. Please see our Return & Refund Policy for details.

Q: What if my product arrives damaged?
A: If your neon sign arrives damaged, please capture clear photos or a video of the damage and packaging. Email them to support@neonempireco.com within 7 days of receiving your order, and we will promptly assist you with either a replacement or a refund.

Q: Do you offer a warranty on your products?
A: Yes, we offer a 24-month warranty on all our neon signs, covering any manufacturing defects or malfunctions not caused by misuse or accidents.

About Design Service

Q: Will I receive a proof of the design before it is made?
A: Yes, once your order is placed, we will provide a digital proof of your design via email for your approval. Please review and approve it within 24 hours to ensure timely production.

Q: Can I request a custom font for my neon sign?
A: Absolutely! We offer a wide range of fonts, including cursive, block, and more. If you have a specific font in mind, simply provide it to us, and our design team will customize it to your exact specifications.

General Questions

Q: Can I change or cancel my order after placing it?
A: We begin processing orders within 24 hours. If you need to modify or cancel your order, please contact us immediately at support@neonempireco.com. Once production begins, modifications or cancellations are no longer possible.

Q: Can I return the product if I don’t like it?
A: As our neon signs are custom-made, we do not accept returns for reasons such as “change of mind.” Returns are only accepted if the product is defective, damaged, or incorrect.

Q: How long will it take to receive my order?
A: Once your design is approved, production typically takes 3-5 business days. The estimated delivery time is 7-15 business days, depending on your location and the shipping carrier.

Q: Does the neon sign consume a lot of electricity?
A: No, our neon signs utilize energy-efficient LED technology, consuming very little electricity. This makes them perfect for long-term use without significantly affecting your energy bill.

Shipping & Delivery

Q: Where are orders shipped from?
A: Orders are manufactured and shipped from our production partners in China.

Q: How long does production take?
A: Production typically takes 3–5 business days.

Q: How long does delivery take?
A: Delivery usually takes 7–15 business days after production is completed.

Q: Will I receive tracking information?
A: Yes. Tracking information is provided for all orders once shipped.

Q: Do you offer free shipping?
A: Yes, we offer free shipping on all orders within the United States.

Q: Can I track my order?
A: Absolutely! Once your order is shipped, you will receive a tracking number via email. You can easily track your neon sign’s journey to you.

Customer Support

Q: I have more questions. How can I contact customer support?
A: For any further inquiries or assistance, please don’t hesitate to reach out to our customer support team at support@neonempireco.com. We aim to respond to all inquiries within 24-48 hours.

Neon Empire
Email: support@neonempireco.com
Phone: +1 (828) 680-0388

Address: 30 N Gould St Ste N, Sheridan, WY 82801 – United States