1. WHEN DO I RECEIVE MY NEON SIGN?
The approximate time to manufacture each artwork is between 5-7 business days from when the order is confirmed. Shipping takes another 5-8 business days. The total order time from when you place your order to receive your sign is 10-15 business days. If you wish to check the status of your order, please follow the link below and enter your order reference number or tracking info. We will also keep you updated by email as to the status of your order at every stage of the process.
https://www.neonicons.com/apps/parcelpanel
If it has been more than 10 days since your sign was shipped and you still haven’t received it, please contact our support team at support@neonicons.com or call us toll free at +1 (888) 606-0995 and we will be happy to assist you in tracking down your order and making sure it arrives to you safe and sound.
PRODUCT
2. CAN I SEE SOME SIGNS YOU'VE MADE FOR PAST CLIENTS?
Of course! We have a multitude of customer photos that you can browse through on the following page http://neonicons.com/pages/happy-customers
3. HOW ARE NEON SIGNS MADE?
Each neon sign is handmade in our international studio by one of our skilled neon artisans. We take pride in the quality of our work and do the utmost to guarantee that each artwork is made to the highest standard. Our neon artworks are made from a proprietary LED Neon Flex Technology, with an acrylic backing to support the piece and make installation a breeze.
4. ARE NEON SIGNS SAFE AND RELIABLE?
Unlike traditional glass-tube neon signs, our neon artworks are made from acrylic and silicone, rather than brittle glass and potentially harmful chemicals. They also operate at a much safer and energy efficient 12V, eliminating the risks posed by traditional neon signs. Our signs are much less prone to failure, non-hazardous to pets and children, and safer for households overall.
5. WHAT'S THE AVERAGE LIFE SPAN OF A NEON SIGN?
Our neon artworks are rated to outshine and outlast traditional neon signs, with an average lifespan of 50,000 hours or over 5 years of continuous use. This blows the 2-year lifespan for traditional glass-tube neon signs out of the water. In the unlikely event there is a failure, it typically occurs with the transformer/circuit board, for which a low cost replacement can be supplied if outside the warranty period.
6. HOW ARE NEON SIGNS POWERED?
Our signs and iconic artworks are powered by a 12V transformer with the option to choose the correct plug type for your region. The power cord has a total length of 3 metres (9 feet) from sign to socket, giving you flexibility to hang it wherever you choose.
INSTALLATION
7. CAN I INSTALL IT MYSELF?
Unlike traditional neon signs, our signs do not require professional maintenance or installation. Our neon art pieces are designed to be simple to install and come with a plug-and-play wiring solution. If ordering an extra-large neon sign (180cm and over), it might be advisable to consult a specialist before installing onto drywall. Signs that are made for external use may require professional installation.
8. CAN I HANG MY NEON SIGN OUTDOORS?
Our neon signs and artworks can be manufactured for external use. In the customization options, you can select a waterproof outdoor sign. Unlike our competition, our outdoor signs are manufactured with an external acrylic housing that seals the sign or artwork from moisture and potential damage from the elements, guaranteeing your sign will shine for years to come.
ORDERS & SHIPPING
9. CAN I GET A REFUND IF I CHANGE MY MIND?
Unfortunately we are unable to offer refunds as all our signs are made to order. Although this allows you the freedom to design each sign and artwork to your liking, it also limits us in our freedom to accept returns. If you change your mind or request a different sign, we will be unable to fulfil your request.
10. WHAT IF MY NEON SIGN ARRIVES DAMAGED?
In the unlikely event that your sign arrives damaged or defective, we will have a replacement made and sent to you at no extra cost. Please refer to our policies page for details and how to lodge a claim.
11. DO YOU SHIP INTERNATIONALLY?
Of course! We ship worldwide. If your country isn’t a supported default option at checkout, please contact us and we will arrange a custom shipping option catered to you.
12. IS THERE A MINIMUM ORDER TOTAL FOR FREE SHIPPING?
Yes! Express Shipping is FREE on ALL orders over $200! Expect your sign to arrive within a week of it being manufactured!
WARRANTY
13. DO YOU OFFER A WARRANTY ON YOUR PRODUCTS?
Each sign comes standard with a 12 month world-wide manufacturer warranty.
14. WHAT DOES THE WARRANTY COVER?
We stand by the quality of our craftsmanship. Our 12 month international manufacturer warranty covers all faults and defects that are a direct result of manufacturer error or workmanship. Our warranty policy does not extend to damage caused by improper use or installation.
CUSTOMIZATION
15. WHAT COLOUR OPTIONS DO YOU HAVE AVAILABLE?
We offer our neon signs and artworks in a range of 9 colours:
Red, Green, Blue, Pink, Purple, Yellow, Orange, Ice Blue, and White. We also offer RGB Multicolour Changing signs as an additional option in the customisation page.
16. WHAT SIZING OPTIONS DO YOU HAVE AVAILABLE?
Our signs come in a range of sizes, starting from 60cm, all the way till 300cm. The sizing indicated is based on the biggest dimension, either Length or Height. Our minimum height requirement per letter is 10cm. There are restrictions to how small the neon can be cut, and how tightly it can be bent. Smaller sizes are possible, but we generally recommend to stick with 10cm/letter as that allows us to achieve the optimal results.
17. CAN YOU CREATE MY SIGN USING MY OWN DESIGN?
You can use our website’s built in neon sign creator tool to design and order your own custom sign. You can head over to https://neonicons.com/products/design-your-own-neon-sign which you can always access under the “Design Your Own” button in the main menu. If you still need assistance or need a neon sign with your logo or artwork, you can email our team at custom@neonicons.com or call us at +1 (888) 606-0995 and we will guide you through the process.
Alternatively, click HERE to fill out your request and we will get back to you same-day with a design mock-up!
18. CAN I USE ANY FONT I LIKE OR ONLY THE PRESET FONTS?
Yes and no. Some fonts and designs work better than others like script and sans-serif fonts. We only recommend using fixed-line width fonts, as they can be accurately represented with Neon. Calligraphic and other variable-width fonts can’t be represented accurately with Neon. If you have your heart set on a specific font, our team of designers will be happy to assist you in creating a unique design that fits our sizing and font capabilities!
19. HOW ARE CUSTOM NEON SIGNS PRICED?
Our custom made neon signs start at just $100. The cost can vary depending on the font, sizing, design complexity, and the total length of Neon used. To get an accurate price, head over to our “Design Your Own Neon Sign” page here: https://neonicons.com/products/design-your-own-neon-sign . If you’d like to speak to our team, email us at custom@neonicons.com or call +1 (888) 606-0995 and we will be happy to give you a quote.
20. ARE YOU ABLE TO MAKE SIGNS WITHOUT AN ACRYLIC BACKING?
Most of our signs intended for home and small business use come with some form of acrylic backing. However we do offer signs without acrylic backing, however, please note, this will likely require some professional installation. Please contact us at support@neonicons.com if you have any further questions.
21. I NEED AN OUTDOOR SIGN FOR MY BUSINESS, CAN YOU MAKE ONE?
Our signs can be created for outdoor use. But, unlike our competition, we use waterproof Neon Flex coupled with a waterproof acrylic housing to protect the wiring and other exposed components. We’ve seen many companies advertising their signs as waterproof, when in reality only the neon material is waterproof, while the cables and wiring are all exposed to rain and snow. Despite what you might think, that doesn’t qualify as an outdoor neon sign. That is why we at Neon Icons, use an additional acrylic housing to protect our signs and their wiring components.
22. I NEED MY NEON ARTWORK ASAP, CAN YOU EXPEDITE MY ORDER?
We understand that there are situations where people need their neon sign for an event or occasion, and time isn’t on their side. However, we do not offer an expedited order option as we are already making our signs and shipping them out as fast as we can without sacrificing quality. Unlike our competition, our average lead time from order being placed is 2 weeks, compared to the industry standard of 6 weeks.
23. WHY IS RGB COLOUR CHANGEABLE SO MUCH MORE EXPENSIVE AND NOT AVAILABLE ON ALL SIZES?
We would love to be able to offer this option for free on every design and size. However, RGB Multicolour Changeable Neon Flex is both more expensive than single colour Neon, and it is much thicker, making it harder to work with, and difficult to use with small sign sizes. That is why we only offer RGB Colour Changeable Neon as an option on signs 180cm or greater. If you have a specific design in mind but don’t see an RGB colour changing option for the size, please contact us at custom@neonicons.com and we will try to make it work within your budget and size requirement!
