Shipping, Delivery and Pickup Policy

This policy explains production completion, carrier delivery, local courier service, customer pickup, shipping damage and international charges.

Production Time and Shipping Time

Production time is the period required to manufacture and test an order. Shipping time begins after the order passes quality review and is handed to a carrier. A production completion estimate is not necessarily a delivery date.

Shipping Areas

Neon Luxe may ship within Canada, the United States and approved international destinations. Availability depends on destination, package size, carrier coverage, product type and import restrictions.

Carriers

Neon Luxe may use Canada Post, UPS, FedEx, DHL, Purolator, local couriers or freight providers. The carrier and service may be selected based on package requirements, destination and expected performance.

Shipping Charges

Shipping may be included, displayed at checkout, quoted separately or calculated after reviewing an oversized product. Free-shipping promotions apply only to eligible destinations and order types. Remote, oversized, multi-package and freight orders may require additional charges.

Delivery Estimates

Delivery estimates are provided in good faith and are not guaranteed unless Neon Luxe expressly confirms a guaranteed service. Carrier delays may result from weather, customs, labour disruption, address issues, service interruption or other events outside Neon Luxe’s reasonable control.

Tracking

Tracking information will normally be sent after dispatch where tracking is available. Carrier systems may require time to display the first scan or update.

Customer Address Responsibility

Customers must provide a complete and accurate recipient name, company, unit number, street address, telephone number, postal or ZIP code and required delivery instructions. Additional charges may apply to reroute or reship an order affected by incorrect customer information.

Signature and Delivery Attempts

High-value shipments may require a signature. The customer is responsible for ensuring that an authorized person can accept the delivery. Carrier redelivery, pickup-location and storage rules apply after an unsuccessful attempt.

Authority to Leave

If the customer requests delivery without a signature, the customer accepts the risk of theft, weather exposure or loss after the carrier records delivery, except to the extent Neon Luxe remains responsible under applicable law.

Inspection of Packaging

Customers should photograph visible packaging damage, the shipping label and all sides of the package before opening. All packaging should be retained while a damage claim is investigated.

Shipping Damage

Shipping damage should be reported to info@neonluxe.ca within 48 hours whenever reasonably possible. The report should include the order number, packaging photographs, product photographs or video, shipping label and a description of whether the sign powers on. Prompt reporting helps preserve carrier-claim evidence, but does not eliminate rights that cannot legally be excluded.

Lost Packages

A shipment is not automatically considered lost because tracking is delayed. Neon Luxe may open a carrier investigation. Depending on the findings and applicable law, the resolution may include locating the package, repair, replacement or refund of the eligible amount.

Customs and International Orders

Unless expressly included, international customers are responsible for import duties, taxes, brokerage and local fees. Customers are responsible for confirming that a product may lawfully be imported and used in their jurisdiction. Customs processing may delay delivery.

Oversized and Multi-Piece Products

Large signs may be designed in multiple sections and may arrive in separate packages or shipments with different tracking numbers. Final assembly or connection requirements will be identified where applicable.

Local Delivery

Local delivery may be completed by Neon Luxe or a third-party courier. The customer must provide safe access, an authorized recipient, parking or loading access and any building instructions. Delivery does not include installation unless installation is expressly listed.

Customer Pickup

Pickup is available only after Neon Luxe confirms that the order is ready. The customer must use a suitable vehicle, inspect the package where practical and secure the product for transportation. Neon Luxe is not responsible for damage caused during transportation arranged by the customer, except where prohibited by law.

Uncollected Orders

Reasonable storage charges may apply to orders not collected within the stated pickup period after notice. Long-uncollected products will be handled in accordance with applicable law.

Late Delivery Rights

Nothing in this policy limits a customer’s statutory rights relating to late or non-delivery.