Custom Neon Sign

Warranty Timelines
(Updated for purchases made on or after 5th May 2025)

CAKQJ offers the following warranty coverage across product categories:

LED Neon Signs:

Static Neon Signs: 3-Year Warranty

Coverage includes: Sign and power supply
Suitable for both indoor and outdoor use
Dynamic Neon Signs (RGB/RGBFlow): 2-Year warranty

Coverage includes: RGB/RGBFlow sign and power supply
Suitable for both indoor and outdoor use
Accessories: 2-Year Warranty

Coverage includes: Dimmers and controllers
Please Note:

Warranty timelines are only applicable provided that proper usage and protection guidelines are followed.
Warranty is valid from the date of purchase or invoice payment.
All electrical components, including power supplies, must be placed under a shed or protective cover. Improper protection may result in malfunction and void the warranty.
We strongly recommend careful installation and protective setup to ensure long-lasting performance and full warranty coverage.

Channel Letter & Lightbox Signs: 4-Year Warranty
Full sign coverage, including structure and illumination

Metal Signs: 3-Year Warranty
Coverage includes: Manufacturing defects related to paint or texture
Suitable for both indoor and outdoor use

Acrylic Signs: 2-Year Warranty
These signs are for indoor use only.

Ultra-Thin Lightbox Signs: 2-Year Warranty
These signs are for indoor use only.

Important Warranty Conditions
Installation and Protection Requirements:

All electrical components, including power supplies, must be placed under a shed or protective cover
Improper protection may result in malfunction and void the warranty
We strongly recommend careful installation and protective setup to ensure long-lasting performance and full warranty coverage

Hard-Wired and Installed Signs
CAKQJ bears no responsibility for costs incurred for installing and/or uninstalling your sign.

Important Limitations:

If you have installed and/or hard-wired your product/sign, CAKQJ takes no responsibility for any costs incurred due to uninstalling and/or reinstalling your sign or product
If your sign has been wired and/or modified by an electrician, we reserve the right at our sole discretion to decide if the fault is covered under our warranty period

Replacement and Resolution Process
CAKQJ assures its customers that all products we offer are free from any manufacturing defect. In the rare event of a manufacturing defect, we provide hassle-free assistance to all customers.

What We Offer:

Returns or replacements for faulty products only
We will make every effort to resolve the issue and may fix or replace the faulty product after careful inspection of the delivered products
The final resolution for faulty products, including refunds for the cost of the product and/or shipping, is decided on a case-by-case basis depending on the source of the fault and is at the sole discretion of CAKQJ
To Start a Replacement, Return, or Refund Request:
Contact us at [email protected] with detailed information about the issue.


Reporting Faulty Products
Documentation Required:

To help us diagnose and resolve your issue efficiently, please provide:

A short video of your sign showing the fault
Clear photos of the sign and affected areas
Any relevant details about the issue
Note: We may require both video and photo(s) for quality and precise analysis. If you are not able to provide both video and photo(s) of the complication, our ability to resolve your issue will be limited.

Resolution Process:

Once we have received all required information, we will review your case
We may provide you with a set of instructions to remotely fix the issue based on the given case
If we are unable to resolve the issue remotely, we will issue a replacement at no cost

Refund Policy:
In exceptional cases where any resolution proves to be ineffectual or we are unable to process a replacement, we may issue a refund at the sole discretion of CAKQJ. The refund value will always be less than or equal to the sold price of the product, excluding shipping charges.

Important Notes:

Please do not dispose of or throw away any items you're writing about. We may schedule to collect the product for a better and more in-depth understanding of the issue
Please do not throw away working components in case of a faulty product, we will only provide a replacement for the faulty part

Product Characteristics and Acceptable Variations
Neon Signs: Handcrafted Nature
Due to the handmade nature of our products, slight variations in shape, color, font, or size may occur. These variations are normal and not considered defects.

Size and Design Variations:

The size of the sign includes the acrylic base and may vary by 1-3 inches
The exact design/font may not be perfectly replicated as the mockup shared is a computer-generated image, whereas the sign is hand-crafted
Hard glue is used for fixing LEDs; some glue marks are normal

Marginal Discolorations:
Some differences in color
might occur as a result of computer screen or printer calibration
Direct exposure to sunlight/UV rays for a longer duration may cause color variations

Operational Characteristics:

Our signage systems may generate some noise or sound during operation
This can result from the functioning of LED lights, dimmer circuits, adapters, or power supplies, all of which operate at specific frequencies
Some units may incorporate ventilation fans to dissipate heat, particularly in larger signs with more LEDs
Slight heating, primarily from the power supply, may occur during operation
Performance Optimization:
To maximize performance and longevity, position the power supply in a properly ventilated area


UV Printed Signs and Illuminated Signs
Color Accuracy:

Our printers are calibrated to ensure precise color reproduction
Products within our UV print neon signs and illuminated signs line are printed in CMYK
We commit to replicating the colors in your design
Occasional variations in color may occur, which are not considered production errors
Differences may exist between the product's on-screen representation and the printed outcome
Special Color Matching:
If precise color matching is crucial, we encourage customers to provide special instructions

Illuminated Sign Color Variations:

For illuminated signs, we synchronize colors with your design when the sign is on
When the sign is off, there will be a slight color variation
Important Notice:

We do not issue refunds or accept returns based on misunderstandings arising from color, depth, or tone variations
We are not accountable for any disparities, whether actual or perceived, between the product's appearance on your screen and the final printed piece
Any such instances will be addressed on a case-by-case basis

Customer Acknowledgment
By purchasing from CAKQJ, you acknowledge and agree that:

The variations and discolorations described above are not faults of the products and accept the potential of such occurrence
The determination of whether a product's failure or breakage is due to a manufacturing defect is within the sole discretion of CAKQJ
You will provide full and complete information regarding the circumstances of any failure or breakage, including but not limited to the use of the product, the conditions the product was in, and any other information useful to an informed determination by CAKQJ as to the cause of the failure or breakage

Damage During Transit
Immediate Steps:
We recommend opening your parcel upon delivery and taking an unboxing video for future claims. If the package received is damaged, punctured, or bent from any side or corner, it is advisable to take clear pictures before opening the box.

Reporting Timeline:
Damage must be reported within 7 days of delivery of your sign to be eligible for a replacement. Damage or faults reported after this time period will follow our general returns and refunds policy.

Note: The delivery date is the courier delivery date, which can be found by following the prompts in your tracking email.

Claim Requirements:
If you believe your item has been damaged in transit and you are within the 7-day claim period, please send an email to [email protected] with all of the following:

A clear photo of the damage to the sign
An unboxing video
Clear photos of the box and any damage to the outer box (from multiple directions including all sides)
A clear photo of the shipping label on the box
Important: Failure to comply with this request and timeframe will void the seller's obligations.


Resolution for Transit Damage:
If the sign is declared to be faulty, lost, or damaged during shipping, CAKQJ offers replacement at absolutely no cost. Any requests for a modified design or a change in the shipping address may incur extra charges based on the requirements of the customer.


Contact Us for Warranty Support
For warranty claims, replacement requests, or questions about coverage, please contact us:
Email: [email protected]
We are committed to providing prompt assistance and fair resolution for all warranty-related inquiries.

Order Cancellations
Since CAKQJ sells made-to-order products, orders cannot be modified or canceled once the production process is initiated. This applies to all custom products and pre-designed products in the website shop section.


Cancellation Window
You may cancel or modify your product design within a limited timeframe from the time of purchase:

Standard orders: 4 hours from the time of purchase
Rush orders: 1 hour from the time of purchase
Beyond these timeframes, your order and design are deemed final and cannot be canceled.


How to Request Cancellation
To request a cancellation and be eligible for a refund, you must send an email to [email protected] with the subject line "Cancel Order [Order Number]" within the applicable timeframe (4 hours for standard orders, 1 hour for rush orders).


Design Modifications
Please note: We do not cancel custom orders with pre-approved designs. However, you may modify the design as many times as you wish before the production process is initiated.


Refund Processing Timeline
After your refund is processed, it may take 8-10 business days to reflect in your account.


Quality Assurance
At CAKQJ, we are committed to delivering high-quality products free from manufacturing defects. In the rare event that you receive a faulty or defective product, we provide hassle-free assistance as outlined below.


Returns for Ready-Made Products
We offer a 21-day return window for ready-made products if they are found to have faults or defects upon receipt.

Return Requirements:

The faulty product must be returned in its original condition
All original packaging must be included
Documentation and photos of the defect are required
Note: Custom or made-to-order products, tailored specifically to your requirements, are not eligible for standard returns. However, if a custom product has a manufacturing defect, we will work with you to fix or replace it after careful inspection.


Replacements and Refunds
While we assure the quality of our products, if a manufacturing defect occurs, we offer replacements and will work to resolve the issue promptly.

Resolution Process:

We provide replacements for defective products or missing items (upon validation of proof)
Refunds for product costs and/or shipping are determined by our warranty guidelines and are at the discretion of CAKQJ
We do not offer refunds in cases of manufacturing defects or damaged/lost products without validated proof
We prioritize customer satisfaction and may offer a brand-new replacement as an alternative to refunds
To Start a Return, Replacement, or Refund Request:

Contact us at [email protected] with detailed information about the issue.

For Complete Details: Please refer to our Warranty Section and Shipping Policy for additional information on coverage and procedures.


Missing or Damaged Items Complaints
Documentation Requirements
To ensure faster resolution of missing or damaged item complaints, we require the following:

An unboxing video showing the package being opened
Clear photos of the package condition as it is being opened
Detailed photos of all items received
Clear photos of the box damage (from multiple directions including all sides) if applicable
Photos/videos taken before opening the box if the package is damaged, punctured, or bent
Why Documentation Matters
This documentation is crucial to:

Protect both your interests and ours
Help us work with our shipping and insurance partners
Serve as essential proof for claims involving missing items, damaged products, or order discrepancies

Replacement Based on Validation
We only provide replacements if the provided proofs are validated by our team. Upon validation, we will provide unbiased assistance and customer support, potentially offering a brand-new replacement for absolute customer satisfaction.


Orders on Hold Due to Missing Information
If your order cannot proceed due to missing information or required inputs from you (such as high-resolution images, reference materials, design approvals, or other essential inputs), our team will attempt to follow up with you via email, phone, or other available communication channels.


Follow-Up Timeline
We will make at least 4-5 follow-up attempts at regular intervals
The follow-up period extends for up to 90 days from the order date

Refund Window Closure
If you do not respond with the necessary information within 90 days from the order date, the refund window will be permanently closed. No cancellations or refunds will be allowed beyond this period.


Order Fulfillment After 90 Days
We remain committed to fulfilling your original order. If you respond with the required inputs even after 90 days and the order specifications remain unchanged, we will still honor the order. Production timelines will be communicated to you accordingly.


Contact Us for Refund and Cancellation Support
For any questions about our refund and cancellation policy, or to initiate a refund, replacement, or cancel
lation request, please contact us:

Email: [email protected]

We are committed to providing clear communication and fair resolution for all refund and cancellation inquiries.

Shipping Coverage & Geographic Service
At CAKQJ, we ship our products to customers located in the United States and Canada. Please note that applicable taxes will be charged accordingly.

Delivery Performance
More than 98% of our orders are delivered within 6-10 days from the date of order. We are committed to efficient manufacturing and fast delivery without compromising on quality.


Delivery Timeline Options
Express Shipping: 6-10 Business Days


Production & Dispatch Timeline:
Rush production orders: Manufactured and dispatched within 1-2 business days
Standard production orders: Manufactured and dispatched within 3-5 business days
Transit Time: Approximately 5-7 business days (transit varies based on the size of your sign)
Total Delivery: 6-10 business days from the date of order
Shipping Preferences and Costs
Once you have reached the custom design tool, you will be able to indicate your preferences by selecting from the available options, and the applicable charges will be calculated accordingly.


Please Note: We may charge additional shipping fees for orders below a certain order value or in case of any unique requirement.


Delayed Delivery Clause
Important: Once the shipment process is initiated and the package is picked up as per the given time limit, any subsequent delay within the shipping process is beyond our control. In the occurrence of any such event, we cannot adhere to the given timeline. However, a Customer support expert will be appointed to provide thorough and undivided assistance.

Liability for Delays: In the scenario wherein our company fulfills its commitment to manufacture and dispatch the product within the prescribed timeframe, but delivery takes place after the selected timeframe due to unforeseen reasons, our liability is restricted to the refund of shipping charges exclusively.

Delivery Timeline Exceptions
The following situations may impact standard delivery timelines:

Large products: If the size of the product is more than 45 inches, there could be an increase in transit time by the shipping company
Complex designs: If your custom neon sign comprises over 30 characters, the production time will extend by an additional 2-3 days, consequently affecting the delivery timeline
Bulk orders: The above-mentioned timelines do not apply to bulk orders (more than 2 pieces), as additional production time is required
Seasonal delays: There might be slight delays during the holiday season or any contingent event
Unforeseen circumstances: Climatic disruptions may cause transit time increases by the shipping company
Lost or misplaced packages: If your order is misplaced, lost, or stolen, kindly do not depend on the above-stated timeline as further time is required to trace, locate, and deliver the sign to the desired location

Modifying Your Shipping Address
Before Shipment: Until the LED neon signs are shipped, you can request a change in the shipping address. Hence, it is advisable to check and closely examine the details of your order before requesting any alteration, as this may cause complications in the quick and safe delivery of the product. Depending on the new shipping address, you may also incur extra shipping fees.

After Shipment Label Generation: Once the shipping label is generated and your order has been picked up, our accountability to modify any such information will be restricted. If a customer deliberately requests a change (a delayed date for delivery or a change in a given location) after the shipment of the product, CAKQJ bears no responsibility for any consequences that may occur.

Damaged Packages in Transit
Initial Steps: We recommend opening your parcel upon delivery and taking an unboxing video for damage claims. In the improbable event that your sign has been damaged in transit, we will ensure that a resolution is provided.

Damage Reporting Timeline: Damage must be reported within 7 days of delivery of your Neon sign to be eligible for a replacement. Damage or faults reported after this time period will follow our general returns and refunds policy.

Note: The delivery date is the courier delivery date, which can be found by following the prompts in your tracking email.

Claim Requirements: If you believe your item has been damaged in transit and you are within the 7-day claim period, please send an email to [email protected] with all of the following:

A clear photo of the damage to the sign
An unboxing video
Clear photos of the box and any damage to the outer box (from multiple directions including all sides)
A clear photo of the shipping label on the box
Failure to Comply: Failure to comply with this request and timeframe will void the seller's obligations.

Missing or Damaged Items Complaints
Documentation Required: To ensure a smoother and faster resolution of any missing or damaged item complaints, we require an unboxing video and pictures of the package received. These videos and pictures should clearly show the condition of the package as it is being opened, as well as a detailed view of the items received.

Before Opening: If the package received is damaged, punctured, or bent from any side or corner, it is advisable to take clear pictures/videos before opening the box.

Why This Matters: This step is crucial to protect both your interests as well as ours. It also helps us address these concerns with our shipping and insurance partners. In case of missing items, damaged products, or any discrepancies with your order, these photos and videos will serve as essential proof for any claims.

Lost, Stolen & Missing Signs/Package
Delivery Security: CAKQJ takes all mandatory measures for secured delivery to our customers. Our delivery partner requires a signature on delivery.

Signature Requirement: Please be aware that if you choose to opt out of the signature on delivery requirement, CAKQJ will take no responsibility for lost, missing, or stolen parcels that have been marked as 'delivered' by the shipping service. Hence, it is recommended to closely follow the delivery procedure and provide a valid signature.
Replacement for Lost Packages: If the order is lost while in transit, we will provide a free replacement for the same. In case the package is declared to be missing or damaged, CAKQJ offers replacement at absolutely no cost.

Modified Design or Address Changes: Any requests for a modified design or a change in the shipping address may incur extra charges based on the requirements of the customer.

Reshipment Clause for Unreceived Packages
Failed Delivery Attempts: In the event that a customer is unavailable to accept the delivery of their order after two to three delivery attempts by our logistics partner, CAKQJ reserves the right to arrange for the package to be returned to our warehouse facility.
Reshipment Responsibility: In such circumstances, the customer will be responsible for the reshipment charges incurred. This ensures the efficient management of our logistics operations and prevents unnecessary delays in processing and delivering orders to our customers.
Coordination with Logistics: We understand that unforeseen circumstances may arise, leading to difficulties in receiving deliveries. Therefore, we encourage customers to closely monitor the tracking information provided and coordinate with our logistics partner to ensure successful delivery on the initial attempt. You can also leave a note with any specific delivery instructions when placing your order.

Our Commitment: By implementing this clause, we aim to maintain the integrity of our shipping process while providing a transparent and fair policy for all parties involved.

In case of any queries or require further assistance regarding your delivery, please do not hesitate to contact our dedicated customer support team at [email protected]