Customer service
Cancellation Policy
Last updated: April 10, 2026
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At Neoncustomsigns.com, custom LED neon signs are made to order for your design. Production often begins soon after checkout and proof approval, so our cancellation policy balances flexibility with production realities.
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1. Cancellation Window
You may cancel your order within 24 hours of placing it for a full refund, provided the order has not yet entered production or proof approval has not already moved the order into manufacturing.
Orders placed before 2:00 PM EST (UTC-4) on business days (Monday-Friday) may begin processing the same day. Orders placed after this cut-off or on weekends/holidays will begin processing the next business day.
2. Cancellation After 24 Hours
After 24 hours, cancellations are generally not accepted because production has likely started. We will still review each request case by case.
- If production has not yet started, we may still cancel the order and issue a full refund.
- If production has already begun, cancellation is not possible. Damage or defect claims after delivery are handled under the Return and Refund policies.
3. How to Cancel an Order
To request cancellation:
- Email [email protected] as soon as possible with your order number.
- Provide a brief reason for cancellation (optional but helpful).
- We will respond within 1-2 business days to confirm whether cancellation is possible.
4. Refunds for Cancelled Orders
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5. Important Notes
- Custom neon signs often move into production quickly after order placement and proof approval.
- Once you approve a proof, cancellation becomes much more limited.
- If your order has already shipped, cancellation is no longer possible.
Frequently Asked Questions
In most cases, no. Once production has started, we cannot cancel the order. Contact support immediately if you need us to check the current status.
Proof approval usually means production can begin. Cancellation after that point is rarely possible.
- Double-check address, design, size, and color before placing and approving your order.
- For urgent cancellation requests, email [email protected] immediately.
- This Cancellation Policy works together with our Shipping Policy and Refund Policy.
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