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Shipping Policy
Every sign is hand-built to order, so your timeline has two parts: production, then transit. This page sets out both, along with packaging, tracking, and what happens if something goes wrong en route.
Total time = production time + transit time. Production does not begin until you approve your digital proof, so the clock starts from your approval, not from the moment you place the order. Approving your proof quickly is the single biggest thing you can do to get your sign sooner.
01 Order Timeline
- Order placedYou receive an order confirmation by email immediately. No production has started at this stage.
- Digital proof sent — within 24 hoursOur design team sends a visual mockup showing your exact text, font, colour and dimensions. Revisions are free and unlimited.
- You approve the proofNothing is cut or wired until you confirm. Your production timeline starts from this point.
- Hand production — 5 to 10 business daysYour LED neon is bent, mounted to the acrylic backing, wired and quality-tested. Larger and multi-colour signs sit at the longer end of this range.
- Dispatch and trackingYour sign is packed, insured and handed to the carrier. Your tracking number is emailed the same day.
- In transit — 3 to 6 business daysStandard delivery anywhere in the continental United States.
02 Delivery Options & Costs
| Service | Total time from proof approval | Cost |
|---|---|---|
| Standard (US) | 10–12 business days | Free |
| Express (US) | 4–6 business days | Surcharge at checkout |
| Ready-made designs | 3–5 business days | Free |
| Alaska & Hawaii | Add 3–5 business days | Free |
| US territories | Add 5–10 business days | Quoted individually |
| International | Quoted per destination | At cost |
Business days are Monday to Friday, excluding US public holidays. Orders placed on a weekend or holiday begin processing the next business day.
Express delivery shortens production, not just transit. Your sign moves to the front of the workshop queue and ships by an expedited service. It is available on most designs but not on oversized or complex multi-colour builds — we will tell you before charging if yours doesn't qualify.
03 Where We Ship
We ship to all 50 US states, Washington DC, and US territories including Puerto Rico, Guam and the US Virgin Islands. Free shipping applies to the continental United States, Alaska and Hawaii.
International orders
We ship worldwide at cost. Rates depend on destination, size and weight, and are confirmed to you in writing before any payment is taken. Add your country in the quote form or at checkout and we will come back with a firm rate and transit estimate.
For deliveries outside the United States, any customs duties, import taxes, brokerage fees or handling charges levied by the destination country are the responsibility of the recipient and are not included in the price you pay us. These are set by your government, not by us, and we cannot estimate or refund them. Parcels refused at customs and returned to us are treated as a change of mind and are not refundable.
Addresses we cannot ship to
- PO Boxes — signs are oversized and require a signature
- APO, FPO and DPO military addresses
- Freight forwarders, where the warranty and damage cover are void beyond the forwarding address
04 Packaging
LED neon is durable but the acrylic backing is not, so every sign is packed for a rough journey. Each order ships in a rigid double-walled carton with custom-cut foam inserts, corner protection, and the tubing individually wrapped. Signs above 36 inches ship in a reinforced crate.
Where a sign is too large for a single carton, it may ship in multiple boxes — for example, a multi-line design split across two panels. These sometimes arrive on different days even when dispatched together. Your tracking email will say if your order ships in more than one parcel, so please don't raise a damage claim for a missing piece until all tracking numbers show delivered.
Please keep the original packaging for at least 3 days after delivery. If a claim is needed, photographs of the box are often decisive.
05 Tracking Your Order
A tracking number is emailed the day your sign is handed to the carrier. Tracking can take up to 24 to 48 hours to show its first scan — this is normal and doesn't mean the parcel is lost.
If tracking has not updated for more than 5 business days, contact us and we will open an investigation with the carrier on your behalf. You should not have to chase a shipping company over a sign you bought from us.
Delivery attempts and signatures
Because of the value and fragility, most orders require a signature. If nobody is available, the carrier will usually attempt redelivery or hold the parcel at a local depot. Parcels returned to us after failed delivery attempts can be reshipped, but the reshipping cost is payable by you, as the original free shipping has already been used.
06 Damaged, Lost or Stolen Parcels
If your sign arrives broken, we replace it free of charge. Report it within 3 days of delivery with photographs of the sign and the outer packaging. Full details are in our Refund & Return Policy.
Lost parcels. If tracking shows delivered but the parcel isn't there, contact us within 3 days. We open a carrier investigation, typically resolved in 5 to 8 business days. Where the loss is confirmed, we produce a replacement at no cost. Before contacting us, please check with neighbours, building management and any safe-drop location noted in the tracking — the large majority of "missing" parcels turn up this way.
Theft after delivery. Where the carrier has photographic proof of delivery to the correct address, the parcel is considered delivered and is not covered. We recommend shipping to an address where someone can receive it, or arranging a depot hold.
Incorrect address. Please check your delivery address carefully at checkout. Once dispatched, we cannot redirect a parcel. If an order is undeliverable because the address was wrong, reshipping is payable by you.
07 Delays Outside Our Control
All timelines given on this page are good-faith estimates, not guarantees. We are not liable for delays caused by circumstances beyond our reasonable control, including:
- Carrier backlogs, service disruptions or industrial action
- Severe weather, natural disasters and other force majeure events
- Customs inspections, clearance delays or import restrictions
- Peak season volume around major holidays
- Incorrect or incomplete delivery information supplied at checkout
- Delays in approving your digital proof
Where a delay is on our side — a workshop issue, a materials shortage, a quality-control rejection — we will contact you proactively with a revised date rather than leaving you to chase us.
If your sign is for a wedding, opening or event, tell us the date before you order. We will confirm in writing whether it is achievable and, where it is tight, recommend express production. We would rather turn down an order than miss a wedding.
08 Changes to This Policy
We may update this policy to reflect changes in carrier services, rates or transit times. The version in force at the time you place your order is the version that applies to that order. Material changes will be reflected in the "last updated" date at the top of this page.
Nothing in this policy limits any right you have under applicable United States federal or state consumer protection law.
Questions about your delivery?
Send us your order number and we will check where your sign is. If you need it by a particular date, tell us and we will be straight with you about whether it's possible.