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