Contact and Customer Support Policy

This policy describes Neon Luxe support channels, hours, response expectations, order updates, escalation and respectful communication.

Contact Channels

Customers may email info@neonluxe.ca, call +1 (647) 885-8944, use the website contact page at www.neonluxe.ca/pages/contact, or write to 31 Tippett Road, Unit 311, North York, Ontario M3H 0C8, Canada.

Business Hours

Neon Luxe business hours are 24 hours a day, 7 days a week, except on selected holidays. Customers may submit website, email and customizer inquiries at any time. Response time may vary depending on staffing, production schedules, holidays and the investigation required.

Target Response Times

Neon Luxe aims to respond to general inquiries within one to two business days. Complex design, warranty, shipping, privacy, legal and commercial issues may require additional time. Response targets are not guaranteed service deadlines.

Information Needed

For faster assistance, include full name, order number, order email, a detailed request, relevant photographs or video and delivery address where shipping is involved.

Production Updates

Updates may be provided at significant production stages. Daily updates may not be available because each sign moves through design, cutting, forming, wiring, assembly, testing and packaging stages.

Urgent Deadlines

Customers with an event deadline should clearly identify the date before ordering and in the subject line of urgent communications. A deadline is not guaranteed unless confirmed in writing.

Respectful Communication

Neon Luxe is committed to respectful service. Communications containing threats, harassment, discrimination, repeated abuse, fraud or conduct intended to disrupt operations may be limited or ended. A legitimate complaint will not be rejected merely because the customer expresses dissatisfaction.

Escalation

A customer may request management review after the initial support process. The request should describe the issue, steps already taken, desired resolution and supporting evidence.

Identity and Authorization

Before discussing an order or personal information, Neon Luxe may verify identity and authority. Information may be withheld from someone who is not the purchaser or an authorized representative.