Shipping and Delivery Policy
Production timing, delivery estimates, tracking, delays and address responsibilities.
All signs are made to order. Delivery estimates begin after the required design proof has been approved.
4.1 Current planning windows
Standard production is currently estimated at two to three business days after proof approval. Transit after dispatch is usually five to seven business days to supported major destinations. Remote or other destinations may take approximately fifteen business days in transit. Production and transit are separate estimates, not a guaranteed delivery date.
These are estimates, not guaranteed delivery dates. The order confirmation or account timeline will show the estimate that applied when the order was accepted.
4.2 Tracking and delivery
We provide tracking when it becomes available. The customer is responsible for entering a complete, accurate address and a telephone number that the courier may use. A signature, identification or delivery appointment may be required.
4.3 Delays
Customs processing, severe weather, public holidays, peak manufacturing periods, courier disruption, address problems and events outside our reasonable control can delay delivery. If a material delay becomes known, we will provide an updated estimate and any cancellation rights required by law.
4.4 Failed delivery and address errors
If delivery fails because the address was incomplete or incorrect, the recipient was unavailable after reasonable attempts, or the parcel was refused without a valid product issue, the customer may be responsible for reasonable re-delivery, storage or return charges where permitted by law. We will disclose and obtain approval for any additional charge before re-dispatch.
4.5 Risk and inspection
Risk transfers as required by applicable consumer law. Inspect the parcel as soon as reasonably possible. Keep the packaging until the sign has been tested, because photographs of the packaging may help us resolve a courier damage claim.
4.6 Fixed event dates
A requested wedding, opening or event date is not accepted as a guaranteed delivery date unless we confirm that guarantee in writing. Customers should order with a reasonable buffer and tell us the required date before approving production.
4.7 Fulfilment origin and customs
Orders are currently produced and dispatched by our international production and fulfilment partner in China. The customer is the importer of record and may be contacted by customs or the courier for identification, payment or clearance information.
We price standard delivery into the checkout total and do not add a further Neon Motive charge after payment. Customs authorities and couriers remain independent and may assess import VAT, duties, clearance or exceptional destination charges. Those charges, if any, are the customer’s responsibility and may delay delivery.