Shipping & Returns
NEON SIGN ORDERING
HOW LONG WILL MY SKETCH & ETCH NEONS SIGN ORDER TAKE?
Sketch & Etch lovingly handcraft every neon sign to order from scratch, even our Neon shop items.
Depending on our capacity, there are two delivery options; Standard & Express.
Standard Neon sign orders are normally delivered in:
- 3-5 weeks (US & International)
(Please check shipping options at checkout for updated shipping times - subject to change according to capacity)
Please Note: We aim to get all of our standard orders to customers within 5 weeks, however, due to the custom nature of the signs this may not always be gaureteed for reasons out of our control. If you do have an event date you need your sign for, do let us know within 24 hrs. Event if your event falls well out of the 5 week window, we want to prioritize making sure we have this to you in a good amount of time to avoid any potential upsets.
USA Express Neon sign orders:
- If you are in the US and require your sign in under 3 weeks, please email us at firstname.lastname@example.org to discuss the option of a Rush order (Fees apply). Please also let us know the required date you need the sign for, so we can confirm this will work with our production schedule.
Please note: Rush orders are guaranteed to arrive within 10-15 days of proof approval date (can be earlier too!!) so if you have an important deadline rush is the best option! If you require your sign prior to the 2 week deadline, it is essential to notify customer service on email@example.com or via phone so we can verify if we can get your custom neon to you in time. Please note that it is the responsibility of the customer to approve any proof promptly, as any amendments to the design will delay production and may result in a longer delivery time.
We strive to provide you with the best possible service and deliver your orders in a timely manner. However, on the rare occasion there are certain circumstances that may be out of our control, such as supply chain issues, that may cause unexpected delays in fulfilling your order. If there is a delay in your order due to a supply issue we will do our best to keep you updated right away, However we are unable to cancel your order once your sign has moved into the production stage and has been started by our neon wizards.
Again, we understand a lot of our signs are used at important events. If you do have an event date and have selected the relevant shipping option, email us your event date after purchase at firstname.lastname@example.org so we can be sure to make the production team aware of this date.
HOW CAN I CANCEL AN ORDER THAT I’VE PLACED?
To get your order to you as soon as possible, your order is sent straight to our production team. Unfortunately, this means that once an order has been placed it cannot be cancelled.
CAN I MAKE ANY CHANGES TO MY ORDER?
We aim to process and create your order as fast as possible which means we're typically unable to make any changes once you've placed an order. If you have designed your own custom neon sign on our site and need to update a mis-spelt word, please get in touch with our team within 24 hours and they may be able to help. Email them at email@example.com including your order number and amendment/s.
We understand that sometimes you may want to add more Sketch & Etch goodies to your order, however once an order is submitted, we’re unable to add more items to that order – even if it’s still processing. If you’d like to purchase more items, we recommend placing a separate order.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We currently accept Credit Card, Paypal, Afterpay (USA and AUS only) and Gift Vouchers.
I’M HAVING TROUBLES PLACING AN ORDER ONLINE, CAN YOU HELP?
On the rare occasion you may experience difficulties out of our control, we recommend the following tips:
- Clear your cache and any cookies from your browser.
- Try a different web browser - using Google Chrome or Mozilla Firefox are the easiest to browse and shop on most websites, including ours.
- If you have an account, log in/log out of your account again.
- Try using a different device (sometimes using a desktop may help).
If you continue to experience any issues, please don’t hesitate to contact us at firstname.lastname@example.org and we will find an alternative solution to help you place your order online.
SHIPPING & DELIVERY
DO YOU SHIP INTERNATIONALLY?
Yes, we ship world-wide! Check-out our Shipping Rates below for your region.
We work with our courier partners to offer you the best shipping rates world-wide! Check out our shipping rates below.
Rest of the world
HOW CAN I TRACK MY ORDER?
Once your order has been dispatched, you will receive a tracking number to follow from our door to yours. Please contact email@example.com if you have any trouble with this tracking.
I HAVEN’T RECEIVED MY ORDER, WHAT DO I DO?
Your Sketch & Etch order should arrive between 3-5 weeks (standard orders), unless otherwise noted at checkout. If you are still waiting for your order or believe some of your order may be missing, please contact firstname.lastname@example.org with your query.
WHY HAVE I ONLY RECEIVED PART OF MY ORDER?
If you purchased multiple items in your order, it may be delivered in separate deliveries over a couple of days depending on your courier. Please contact email@example.com if you believe some of your order may be missing.
HOW MUCH WILL I BE CHARGED FOR CUSTOMS TAX?
Depending on the destination country, you may need to pay overseas customs duties, foreign taxes or other fees that may be imposed. Unless otherwise stated, it is the customer’s responsibility to pay any overseas customs duties, foreign taxes or other fees that may be imposed. For more information on taxes, duties and customs regulations please contact your local customs office directly. Orders returned to our warehouse due to unpaid customs duties/foreign taxes will be re-sent to the customer at their expense. Refunds and cancellations will not be made due to a customer’s non-payment of any relevant customs duties, foreign taxes, or other fees.
If you decide not to pay for the customs fee, the parcel will eventually be returned to our factory.
RETURNS & REFUNDS
WHAT IS YOUR RETURNS POLICY?
Every Sketch and Etch Neon sign is made from scratch, especially for you. Due to the highly custom nature of our product, we do not offer change of mind returns or exchanges.
I PURCHASED A NEON FROM YOU A WEEK AGO AND NOW YOU HAVE A SALE, CAN I GET A DISCOUNT?
We get it, it's frustrating when this happens. If you happen to make a purchase with us 48 hours before a Sale begins and the Sale price is cheaper, we will offer you the difference as a Gift Card with a 12 months expiry. Beyond this, all promotional discounts or sales are for future orders and cannot be used retroactively.
SOMETHING’S WRONG WITH MY NEON!
At Sketch & Etch, we strive to produce pieces of the highest quality. Our items are quality checked before they are carefully packaged and sent to you. In the unlikely event that your item arrives damaged, or is not working as intended, please refrain from using the product. We kindly ask you to send images, a video and brief description of the fault to firstname.lastname@example.org within 24 hours of receiving the product. Please include your order number in the subject line.
If you believe you have received the incorrect order, please contact our team at email@example.com with an image of the received item, and a brief description of the discrepancy within 24 hours of receiving the item. Please include your order number in the subject line.
DOES MY NEON COME WITH A WARRANTY?
Sketch & Etch’s items are of the highest quality. We offer an amazing 24-month manufacturer’s warranty – DOUBLE the industry standard! Please note, our manufacturer’s warranty covers all electrical components, when used appropriately indoors.
Depending on the fault, Sketch & Etch will either fix, replace or refund the product. Sketch & Etch reserve the right to select the most appropriate actions to fulfil the warranty.
Please contact firstname.lastname@example.org for all warranty queries.