Shipping & Returns Policy
Shipping and Delivery Information
We strive to deliver your orders as quickly and efficiently as possible. Our estimated delivery dates are calculated based on several factors, including your destination address, the shipping method selected, and the time required to assemble and prepare your items for shipment. Below, you'll find detailed information about our shipping process, delivery timelines, and other important considerations.
Handling time:
Please allow us to take 1-2 business days to process your order.
Transit time:
North America
| Country | Estimated Delivery Time |
| USA | 3-5 Business Days |
| Canada | 4-8 Business Days |
| Mexico | 4-8 Business Days |
Australia
| Country | Estimated Delivery Time |
| Australia | 4-8 Business Days |
| New Zealand | 4-8 Business Days |
Europe
| Country/Region | Estimated Delivery Time |
| United Kingdom | 4-8 Business Days |
| Ireland | 4-8 Business Days |
| Germany | 4-8 Business Days |
| France | 4-8 Business Days |
| Switzerland, Sweden, Belgium & Denmark | 4-8 Business Days |
| Rest of Europe | 4-8 Business Days |
Asia
| Country/Region | Estimated Delivery Time |
| Singapore | 4-8 Business Days |
| Malaysia | 4-8 Business Days |
| United Arab Emirates | 4-8 Business Days |
| Saudi Arabia | 4-8 Business Days |
| Rest of Asia | 4-8 Business Days |
Africa
| Country/Region | Estimated Delivery Time |
| All of Africa | 4-8 Business Days |
South America
| Country/Region | Estimated Delivery Time |
| All of South America | 4-8 Business Days |
Where can I find my tracking number?
When your items are shipped out, you should receive an automatic notification from the system via email providing you with a tracking number.
If you haven't received one or if the tracking number doesn't work, no worries. Contact us and we'll solve it!
If you need more detailed information, please shoot us an email at support@ahaneon.com and we'll help you out!
Shipping Fee
Our shipping policy is designed to be straightforward and customer-friendly, catering to various regions across the globe. We offer free shipping to countries all over the world.
By centralizing our operations, we are able to keep your delivery times lower and ensure efficient order fulfillment.
Unexpected Delays
In some instances, the delivery may take longer than the standard shipping times stated above. Most of these delays are caused by international customs processing that we cannot control. Please contact us if your package is taking too long to arrive and we will work with you to resolve any situation.
We ship to all locations on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the product price.
Delivery Reliability
We understand the importance of receiving your order on time. Rest assured, your order will typically arrive within the estimated delivery window. However, in rare cases, unforeseen circumstances such as extreme weather conditions, carrier delays, or customs processing (for international orders) may cause delays. We appreciate your understanding and patience in such situations.
Tracking Your Order
Once your order has been shipped, you will receive a confirmation email with a tracking number. You can use this number to monitor the status of your shipment and get real-time updates on its location and estimated delivery date.
Need Assistance?
If you have any questions about your order, shipping, or delivery, our customer support team is here to help. Feel free to reach out to us at:
Email: support@ahaneon.com
Address: 1942 Broadway Street, CO, STE 314C, 80302
Aha Neon® Warranty and Returns Policy
Customer's satisfaction is our number one priority, and we always aim to provide you with quality service and signs. We will always be happy to review your claim. If you're looking to return or exchange your order for whatever reason, we're here to help!
Important Notes About Returns
- Original shipping costs are non-refundable
- Refused standard orders incur 10% restocking fee plus original shipping
- Refused custom orders incur 30% restocking fee plus original shipping
- All returns must include tracking number
Aha Neon® Warranty Policy
Warranty Coverage
- Indoor and Outdoor Products: Aha Neon® indoor and outdoor products include a 12-month warranty that covers electrical components when used appropriately. Indoor signs are not suitable for outdoor use or in wet conditions. Inappropriate use will void the warranty.
- Resolution: The resolution for faulty signs will depend on the source of the fault and will be determined between Aha Neon® and the purchaser.
Hard Wired & Installed Signs
- Costs: Aha Neon® is not responsible for any costs incurred during the installation and/or uninstallation of your sign.
- Diagnostic Process: If a fault is suspected, photos and videos may be required for diagnostic purposes. The sign may need to be sent back for replacement or repair.
- Hardwired Signs: If your sign has been hardwired by an electrician, it is at our sole discretion to decide if the fault is covered under our 12-month warranty.
Aha Neon® Returns Policy
We offer 30-day free returns for standard neon signs if you're not completely satisfied. Just ensure the item is unused, in its original packaging, and includes all accessories.
Defective Products
Aha Neon® takes responsibility for products that are incorrect, damaged by the carrier, or defective. Contact our customer support team immediately if you encounter any issues with your order. We will work diligently to resolve the problem.
Note:
1. We do not accept returns or offer refunds once the correct items have been received in good condition. It is the customer's responsibility to ensure they are purchasing the correct product. Kindly review the product details thoroughly before making a purchase.
2. Import Duties & Fees: Customers are solely responsible for paying all applicable import duties, taxes, and customs clearance fees levied by their country's regulations. Aha Neon® will not cover or reimburse these charges.
How to Return an Item
1. Return Window: Within 30 days to return our product
2. Please email support@ahaneon.com within 7 days of delivery
3. Include in your email:
- Order number
- Photos/video showing product condition
- Reason for return
4. We'll send return instructions within 24-48 hours
5. Ship items back using trackable method
6. Refund processing time: 30 business days (depending on peak times) for your return to be processed
Shipping Responsibilities
- Customer pays return shipping unless the return is due to our error
- Free shipping promotions do not apply to exchanges
- For lost packages, customers must file claims with carrier
Cancellation Policy
- Standard orders: May cancel within 24 hours (5% fee applies)
- Custom orders: May cancel within 48 hours only
- Orders that have shipped cannot be cancelled
Refunds and Replacements
Refunds: If eligible, refunds will be processed within a certain number of days and applied to your original payment method.
Replacements: If a replacement is agreed upon, we will produce and ship the new product as soon as possible.
Additional Policies
Faulty Neon Signs
- Reporting: Within 30 days of receiving your order, send pictures and videos of the faulty sign to support@ahaneon.com.
- Resolution: If eligible for a refund, we will remake your sign for free. Your new sign will be shipped in 1-3 weeks. Partial refunds may also be proposed depending on the damage.
Customer Remorse
- Order Changes: Contact us via support@ahaneon.com as soon as possible if you change your mind. We will fully refund before production.
- Post-Production: If the product has been produced, shipped, or received, Aha Neon® will only refund half of the total order value.
Damaged in Transit
- Reporting Damage: Damage must be reported within 30 days of delivery. Follow the prompts in your tracking email to determine the delivery date.
- Evidence Required: Send clear photos of the damage, the box, and the shipping label to your LED Neon Designer or email us at support@ahaneon.com.
Lost, Missing & Stolen Signs
- Shipping Service: We use a premium express shipping service that requires a signature on delivery. If you opt out of the signature requirement, Aha Neon® will not be responsible for lost, missing, or stolen parcels marked as 'delivered' by the shipping service.
Return Shipping Cost
- Defective Products: Aha Neon® covers return shipping costs for defective products.
- Customer Errors: Customers are responsible for return shipping costs if they purchased the wrong product, it doesn't fit, or they no longer want it after it has been produced, shipped, or received.
For any questions or further assistance, please contact our dedicated support team. We are here to ensure your complete satisfaction with each purchase.
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