Shipping policy

Shipping & Delivery

Here's everything you need to know before your order arrives.

How long will my order take?

Production takes 2–5 business days from the time your order is confirmed.
Once dispatched, delivery typically takes:

- Australian metro areas: 3–7 business days (free)
- Australian regional/rural: 5–10 business days (calculated at checkout)
- New Zealand: 3–7 business days
- USA / UK / Europe: 7–14 business days
- Rest of world: 7–21 business days

Express production is available for urgent fit-out projects and franchise
rollouts — get in touch before ordering and we'll do our best to
accommodate your timeline.

How much does shipping cost?

Free shipping applies to all Australian metro deliveries. Regional, rural
and international shipping is calculated at checkout based on the size,
weight and destination of your order.

Every sign is packed with serious care and attention. Your sign arrives
well-protected and ready to install.

Do you ship internationally?

Yes — we ship to customers in over 50 countries. International shipping
costs are calculated at checkout.

Will I be charged import duty?

Depending on your country, import fees may apply on arrival. This is
outside our control and is the responsibility of the customer. Check our
Import Duty page for country-specific information:
theneonlab.co/pages/import-duty-and-taxes

For franchise and wholesale customers placing large or repeat orders,
we recommend checking your country's threshold before ordering.

Questions about your order?

Get in touch at team@theneonlab.co — we respond within 24 hours on
business days.

Import Duty & Taxes

The Neon Lab ships to over 50 countries worldwide. Depending on where
you are, your order may be subject to import duty, customs fees or local
taxes on arrival. These charges are outside our control and are the
responsibility of the customer or business receiving the order.

This is particularly important for franchise and wholesale customers
placing large or multi-sign orders — we recommend checking your
country's import thresholds before placing a significant order.

How does it work?

When your sign arrives in your country, your local customs authority
may assess it for duty and taxes based on the declared value of the
goods. If charges apply, you or your freight carrier will be contacted
to pay before the package is released.

We declare all shipments accurately at their full purchase value. We
are not able to mark orders as gifts or under-declare values.

Country guides

Australia
Import duty and GST may apply on commercial goods. Check current
thresholds at abf.gov.au.

United States
Orders under USD $800 are typically duty-free under the de minimis
threshold. Larger orders may attract import duty depending on the
product classification. Check at cbp.gov.

United Kingdom
VAT applies on most imports. Orders above GBP £135 may be subject
to customs duty. Check at gov.uk/import-goods-into-uk.

European Union
VAT applies on all imports. Orders above EUR €150 may attract customs
duty depending on country of destination. Check with your local customs
authority.

New Zealand
GST applies on imports. Check current thresholds at customs.govt.nz.

Canada
Canada has a low de minimis threshold. Duty and GST/HST may apply
on most commercial imports. Check at cbsa-asfc.gc.ca.

All other countries
Import rules vary significantly. We recommend checking with your local
customs authority or freight forwarder before placing your order.

Need help before ordering?

If you are a franchise or wholesale customer placing a large order and
want to understand the likely landed cost, get in touch before you
order — we are happy to help you plan.

Government Import and Customs Sites

United States: cbp.gov
United Kingdom: gov.uk
Australia: abf.gov.au
New Zealand: customs.govt.nz
Canada: cbsa-asfc.gc.ca
South Africa: sars.gov.za
European Union: ec.europe.eu