Shipping and Returns

SHIPPING INFORMATION

100% NO BREAKAGE GUARANTEE

Your Neon Sign will arrive to you in excellent condition.
We have less than a 1% breakage rate.

Orders usually ship out within 5-7 days of being processed, unless it is backordered or a custom item. Backordered and custom items usually ship in 2-4 weeks. WE WILL NOT PAY FOR LOSS OF TIME, LATE DELIVERY, INCONVENIENCE, or LOSS OF USE. 

Your neon sign comes shipped in a specially-created shipping carton that drastically reduces chances of breakage from here to your facility. If your neon product arrives with broken glass or other damage, or is not in good working order, Contact Us within 24 hours after receipt of your neon product, and we will replace at our discretion it at NO CHARGE to you. Be sure to include a contact phone number. For more information see our Warranty page.

Shipping Methods:

Items are shipped via UPS, Fedex, US Postal Service. This warranty does not apply to items shipped via freight carrier. Damage claims must be submitted through the freight carrier (see below).

UPS/Fedex: Ground shipping to the continental US, excluding Alaska, Hawaii and Puerto Rico. Email us for rates to Hawaii and Alaska. Shipping normally takes 2-4 days for ground delivery. 2nd day and overnight delivery service is available on most items upon request. You will be able to check the status of your order after checkout. No APO, FPO, or PO boxes (without prior authorization as UPS and Fedex won't deliver). Products with an item code beginning with "FHN" may ship USPS.

International Shipping. This is normally accomplished via US Postal service on smaller items. No shipping outside the USA and Canada of neon products.

Freight: Oversized items are delivered by freight. Typically this takes 1-2 weeks from your order date. With freight orders, the shipping company will usually contact our customers 2-3 days before arriving at the residence to schedule delivery. Keep in mind your shipping address must accommodate a 48' truck. The delivery person requires you assistance in unloading the shipment and leaves the item at curbside. We can arrange for pick-up from the terminal, which also reduce shipping costs. We recommend calling the company with your PRO number if you have not heard from them close to your delivery date. They deliver during the business week (Monday through Friday, except holidays) and require a four-hour shipping window for the appointment (i.e. 8:00am to 12:00 or 1:00pm to 5:00pm). All items leave our factory in perfect condition. The shipping companies do their best to ensure that your items arrive without any damage. However, sometimes damage does occur during shipping. It is very important that you inspect your delivery before signing the delivery receipt. Once you sign, you have absolved the shipping company of any responsibility and it is almost impossible to have a claim honored. If there is excessive dents or slashes to the box, make sure the driver clearly writes the problem on the delivery receipt (this will be very useful is a claim must be made). Damage claims must be submitted through the carrier.

 

Returns:

A restocking fee of 25% of the cost of the product(s) (less shipping) will be applied to all material returned within 30 days of purchase after the customer receives the product(s). No product can be returned after 30 days of receiving the unit. There are NO REFUNDS on custom items. All returned products must be in the original packaging material and deemed to be in resalable condition. Returns must be accompanied by a return authorization number that the customer may receive by contacting sales@firehouseneon.com. Customer may pay for return freight charges of non-defective merchandise. Returns shipped collect will be refused. WE WILL NOT PAY FOR LOSS OF TIME, LATE DELIVERY, INCONVENIENCE, or LOSS OF USE.

Note: returned items must be in resalable condition. Due to the nature of the product there is always a risk of breakage in shipping. Items returned are shipped at your own risk. The customer is responsible for getting their sign packaged and shipped back to us unbroken. Please be sure to properly package the sign to prevent damage. Any damage will be the customers responsibility and will be decucted from the cost of the sign.