Shipping policy

SHIPPING (WORLDWIDE)

Neon Cloud partners with trusted international courier networks to provide reliable and competitive worldwide shipping rates.

Shipping methods and courier providers may vary depending on your order size, destination, and delivery requirements. We aim to have all standard shipping orders processed and ready for dispatch within approximately 10 business days after payment and artwork approval have been received.

PRODUCTION & DISPATCH

Every Neon Cloud sign is custom-made to order.

Production begins once:

  • Artwork/design approval has been confirmed; and
  • Full payment has been received.

Please note:

  • Changes made after artwork approval may reset production and shipping timeframes;
  • Larger signs may be manufactured in multiple sections to minimise shipping risks and ensure safe delivery;
  • Orders are dispatched from our production facilities using the most suitable shipping method for your location.

TRACKING ORDERS

Once your order has been dispatched, you will receive tracking details via email so you can follow your delivery from dispatch through to arrival.

If you experience any issues with tracking or delivery updates, please contact:

hello@neoncloud.com.au

CUSTOMS, DUTIES & TAXES

Australia

No customs duties or import taxes apply to Australian deliveries.

International Orders

Depending on the destination country, international orders may be subject to customs duties, import taxes, foreign fees, or additional charges imposed by local authorities.

Unless otherwise stated:

  • All customs duties, taxes, and import fees are the responsibility of the customer;
  • Neon Cloud is not liable for customs-related costs, delays, or clearance issues;
  • International shipments are sent under DAP (Delivered At Place) terms, meaning the recipient is responsible for applicable duties and taxes upon arrival.

For more information regarding import regulations and customs charges, please contact your local customs office directly.

Orders returned due to unpaid customs duties or taxes may be resent at the customer’s expense. Refunds or cancellations will not be issued due to refusal or failure to pay customs-related charges.

If customs fees are not paid, the shipment may eventually be returned to our production facility or warehouse.

RISK & LIABILITY

Once an order has left our warehouse or production facility, risk transfers to the customer.

Neon Cloud is not liable for:

  • Courier delays outside our control;
  • Customs processing delays;
  • Lost, stolen, or damaged parcels where delivery has been completed by the courier;
  • Incorrect delivery information provided by the customer.

Customers are encouraged to ensure all shipping details are accurate before completing payment.

EXPRESS SHIPPING

Express shipping orders bypass standard shipment consolidation schedules and are prioritised for the fastest possible dispatch and transit times.

Express services are recommended for:

  • Event deadlines;
  • Retail fit-outs;
  • Business launches;
  • Installations with strict delivery requirements.

IMPORTANT SHIPPING NOTES

  • Delivery estimates are indicative only and are not guaranteed delivery dates;
  • Tracking information is sent once dispatch has occurred;
  • Shipping timeframes begin after artwork approval and payment confirmation;
  • Regional and remote delivery locations may experience longer transit times;
  • Currency exchange fees or bank charges relating to international payments are the responsibility of the customer;
  • All invoices are issued in AUD (Australian Dollars).