Shipping policy


Shipping Coverage & Geographic Service

  • At PIXI NEON®, we ship our products to customers in the United States and Canada. Applicable taxes will be calculated and charged at checkout.
  • Over 98% of our orders are delivered within 5–10 days from the order date. We prioritize efficient production and fast delivery while maintaining the highest quality standards.

Delivery Timeline Options
Express Shipping: 5-10 Business Days

Production & Dispatch Timeline

  • Rush orders: Manufactured and dispatched within 1–3 business days
  • Standard orders: Manufactured and dispatched within 2–5 business days
  • Transit time: Approximately 3–6 business days (may vary based on sign size)
  • Total delivery time: 5–8 business days from the order date

Shipping Options and Applicable Fees
Once you access the custom design tool, you can select your preferences from the available options, and the applicable charges will be calculated accordingly.
Please note: Additional shipping fees may apply for orders below a specified value or for special or unique requirements.

Delayed Delivery Clause
Important: Once the shipment process has begun and the package has been picked up within the specified timeframe, any delays that occur during transit are beyond our control. In such cases, we may be unable to meet the originally stated delivery timeline. However, a dedicated customer support representative will be assigned to provide full assistance.

Liability for Delays: If we full-fill our obligation to manufacture and dispatch the product within the agreed timeframe, but delivery is delayed due to unforeseen circumstances, our liability will be limited solely to a refund of the shipping charges.

Delivery Timeline Exceptions
The following circumstances may affect standard delivery timelines:

  • Large products: Signs larger than 45 inches may experience longer transit times due to shipping carrier limitations.
  • Complex designs: Custom neon signs with more than 30 characters require an additional 2–3 days of production, which may extend delivery time.
  • Bulk orders: Standard timelines do not apply to bulk orders (more than two pieces), as additional production time is required.
  • Seasonal delays: Minor delays may occur during peak holiday seasons or special events.
  • Unforeseen circumstances: Weather-related disruptions may result in extended transit times.
  • Lost or misplaced packages: In the event an order is lost, misplaced, or stolen, the stated timelines may not apply, as additional time will be needed to locate and deliver the shipment.

Modification of Shipping Address

  • Before Shipment: You may request a change to the shipping address before your LED neon sign is shipped. We strongly recommend reviewing your order details carefully before requesting any changes, as modifications may cause delays or complications in timely and secure delivery. Additional shipping charges may apply depending on the updated address.
  • After Shipping Label Generation: Once the shipping label has been created and the order has been picked up, our ability to make changes is limited. If a customer requests a delivery date delay or address change after shipment, PIXI NEON® will not be responsible for any resulting delays, issues, or consequences.

Transit-Related Package Damage

  • Initial Steps: We recommend opening your package upon delivery and recording an unboxing video to support any potential damage claims. In the unlikely event that your sign is damaged during transit, we are committed to providing an appropriate resolution.
  • Damage Reporting Timeline: Any damage must be reported within 10 days of delivery to qualify for a replacement. Damage or defects reported after this period will be handled in accordance with our standard returns and refunds policy.
  • Please note: The delivery date refers to the courier’s confirmed delivery date, which can be verified using the tracking details provided in your shipment email.
  • Claim Requirements: If you believe your item was damaged in transit and you are within the 7-day claim window, please email support@pixineon.com with all of the following:Clear photos showing the damage to the signAn unboxing videoClear photos of the packaging, including any visible damage to the outer box (from multiple angles, including all sides)A clear photo of the shipping label on the box
  • Failure to Comply: Failure to submit the required documentation within the specified timeframe may void the seller’s obligation to process the claim.

Missing or Damaged Item Claims

  • Documentation Required: To ensure a smooth and timely resolution of missing or damaged item claims, we require an unboxing video along with clear photos of the package received. The documentation should clearly show the condition of the package during opening and provide detailed views of the items inside.
  • Before Opening: If the package appears damaged, punctured, or bent from any side or corner, please take clear photos or videos of the package before opening it.
  • Why This Matters: These steps help protect both your interests and ours and allow us to work effectively with our shipping and insurance partners. In cases of missing items, damaged products, or order discrepancies, the photos and videos serve as essential evidence to support your claim.

Lost, Stolen, and Missing Shipments

  • Delivery Security: PIXI NEON® takes all necessary measures to ensure secure delivery of your order. Our shipping partners require a signature upon delivery.
  • Signature Requirement: If you choose to waive the signature-on-delivery option, PIXI NEON® will not be responsible for parcels that are lost, missing, or stolen once they are marked as delivered by the carrier. We strongly recommend following the delivery process and providing a valid signature.
  • Replacement for Lost Packages: If an order is lost while in transit, we will provide a free replacement. In cases where a package is declared missing or damaged, PIXI NEON® will offer a replacement at no additional cost.
  • Design or Address Modifications: Requests for design changes or shipping address modifications may be subject to additional charges, depending on the nature of the request.

Reshipment Policy for Unreceived Orders

  • Failed Delivery Attempts: If a customer is unavailable to receive their order after two to three delivery attempts by our logistics partner, PIXIcra NEON® reserves the right to have the package returned to our warehouse.
  • Reshipment Responsibility: In such cases, the customer will be responsible for any reshipment charges incurred. This policy helps ensure efficient logistics operations and prevents unnecessary delays in order processing and delivery.
  • Coordination with Logistics: We understand that unforeseen circumstances may affect delivery. We encourage customers to actively monitor their tracking information and coordinate directly with the shipping carrier to ensure successful delivery on the first attempt. Customers may also include specific delivery instructions at the time of placing their order.
  • Our Commitment: This policy is designed to maintain the integrity of our shipping process while ensuring transparency and fairness for all parties involved.

Need Assistance?
If you have any questions or require further support regarding your delivery, please contact our customer support team at support@pixineon.com or call +1 (419) 888-2355