SHIPPING POLICY

SHIPPING & HANDLING

We (Neon Moon Lights) are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, theft, transfers from Canada Post to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fees, customs or back end charges once the package has exited Canada.
 
We cannot be held responsible for orders that go missing after obtaining a “Delivered” status. Please ensure that you provide a shipping address that is attended during the day if your mail area is not secure. If your order is mailed back to us due to be unsuccessful at delivered, we will issue a refund once the item is confirmed back at our studio. 
 

Neon Moon Lights ships to the following countries via Canada Post and USPS.

Shipping & Handling Charges are as follows:
  • Free shipping to Canada and the USA
  • Orders can be tracked via your confirmation email.
  • The processing time for orders is 5-7 business days. After that, delivery time is subject to Canada Post. Please keep in mind that during holidays or limited edition launches, this time may vary. Thank you for your patience.
How long does shipping take?:
Shipping will take 3-7 days within Canada and the United States. 
 
Will I have to pay any duties on top of my international order?
All international packages may be subject to taxes and duties. This charge is not calculated into the total price at check out. The customer’s country customs office will asses the additional custom fees and notify the customer of this additional charge by email., phone, or physical note. The amount of the charge is completely at the description one’s local government. Neon Moon Lights are not liable for any additional duties, taxes and charges raised by customs in each country.  Please be aware of these costs before making a purchase. Neon Moon Lights is not held responsible or can refund/reimburses for any taxes or duties charged by the customer’s local government. Any fees of this nature are the sole responsible of the purchaser.
 
How can I track my order?

Tracking information will be sent via e-mail within 5 business days. Please be patient, as tracking information can take a few days to update.

Where are the lights coming from?

Our lights are made in China but we ship from our studio in Vancouver, Canada.

Will the lights be sent in one parcel? 

For logistical reasons, items will sometimes be sent in separate packages. Please keep this in mind when receiving deliveries. If you have any other questions, please contact us.

My item is lost in the mail, what do I do? 

We are not responsible for items that are lost or damaged during shipping. You are also responsible for your order if you enter the wrong shipping address.

Can I change/edit my order?

Once we have processed your order we are unable to make any changes(this includes shipping/billing addresses, shipping method, interesting promotion code, remove/adding/altering an item to your order etc.)

Shipping Delays

Sometimes ships delays happen, especially depending on the time of year. As November – Mid January is the busiest time of year for postal workers please keep in mind this will effect any orders placed during this time.Information is generally available and up to date online for tracking. However, there is the unlikely event that the parcel may skip a postal scan from time to time. Neon Moon Lights is not held responsible for delays in shipping or delivery due to forces outside of our control(weather, theft, postal strikes etc). Neon Moon Lights does not assume responsibility for reimbursement or compensation in case that a return package is lost, stolen or mishandled.

My package says delivered, but I don’t have it yet? 

Here are a few steps we suggest taking: 

1. Sometimes, packages are marked as delivered before they are physically at your address. Please allow up 24 hours to following a delivery confirmation before assuming there is an issue with the delivery

2. Have you checked with your neighbors, and household? Sometimes people mistakenly have collected your parcel?

3. Make sure your mail area is secure and leave a note to request that package not to be left unattended

4. Contact us at contact@neonmoonlights.com with your order number and we would be happy to file a claim in our end. 

The Shipper(Neon Moon Lights) must file all claims for packages lost or damage in transit. Neon Moon Lights is not responsible for delays in shipping or delivery due to forces out of our control(weather, theft, postal strikes etc).

We cannot be held responsible for orders that go missing after obtaining a “Delivered” status. Please ensure that you provide a shipping address that is attended during the day if your mail area is not secure. If your order is mailed back to us due to be unsuccessful at delivered, we will issue a refund once the item is confirmed back at our studio.

PAYMENT INFORMATION
We accept MasterCard, Visa and American Express. We do not accept returns, exchanges or refunds. All sales are final.