Tel : +86-18675537756
E-mail :sales1@top-atom.com
Product warranty Service process:
1. Our sales team will one by one communicate with the customer neon sign request ,Confirm all the product color ,size ,quantity ,the product use in indoor or outdoor etc ,
2. Then send customer invoice to help them confirm again all the product details
3. Our engineer according customer design picture to cutting neon sign acrylic plate ,And the craftsman to use company production led neon flex lighting tube ,Add the cutting acrylic plate to handmade neon sign .
4. Aging test: through 24 hours neon sign aging test ,Our craftsman will test the product lighting stable ,the neon sign line is according the neon sign design picture to handmade it !
5. Our packaging staff check the neon sign appearance & lighting is ok ,confirm all the accessories is ready !
6. Packaging staff use the air bubble film &carton to packaging neon sign
7. Choose UPS,DHL ,Fedex etc big stable company delviery the product to customer door to door
8. Product warranty : 2 Year !
Shipping policy
We ship out packages multiple times a week, usually within 3-4 business days. On rare occasions, shipments may take longer than 4 days to ship out, but you will be contacted by email if that is the case. We ship out from our international facilities and always provide tracking information as soon as the order is shipped.
We do our best to estimate shipping times, but sometimes the package can be held up by customs while entering the destination country, therefore these are approximate shipping times.
USA:
Official stance of the post office: 5-7 business days
In our experience: 5 days for East Coast & Central, 7 days for West Coast
International:
Official stance of the post office: 7 to 14 days
In our experience: UK packages are the fastest to arrive, usually arriving in about 1 week. Australia is the longest, taking up to 1.5 weeks, but usually around 10 days. Delivery for most countries depends on the host country’s postal system and can vary greatly within the 7-14 day time frame.
Import Fees/Duties
Orders can be subjected to import fees and taxes for some countries. This varies greatly on the size of your sign and the destination country.
This is typical for any item bought online and shipped internationally. Please note some orders won't be subjected to import fees, but others will have to be.
These additional costs are not covered by our team and will require payment from the customer.
- Please note, packages can be delayed by customs, which unfortunately is not in our control. This is a rare occasion, but it can happen.
- Current COVID-19 pandemic may affect shipping times however we will try our best to make sure this has no impact.
- If you need something fast, there are always other options, simply email our support team ina@top-atom.com and we’ll figure something out.
Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at ina@top-atom.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at ina@top-atom.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.