Shipping & Delivery
Shipping Information
Our goal is to provide you with the best shipping method, no matter where you live. Every day, we serve hundreds of customers around the world, ensuring that we always provide you with the highest level of responsiveness.
◆ Delivery Time = 1-3 business days processing time + Shipping time. You could get the shipping option/carrier with shipping rate and delivery time when you check out.
◆ If you selected free shipping, please allow sufficient time with free shipping option if you need your order for events on specific date.
◆ Tracking link of your shipment will be sent to you via email once your order has been shipped.
◆ You could cancel your order before we ship out your order.
Although we use all reasonable means to ensure that your order is delivered within a specified time, we cannot accept any responsibility for late deliveries due to circumstances out of our control. We will do our best to inform you of any unexpected delay.
Free shipping do not guarantee delivery time and it is subjected to delay due to customs clearance especially during holiday.
SHIPPING TIME
Standard Shipping usually takes 10-14 Business Days
The Express Shipping usually takes 6-9 Business Days
DHL Express Shipping usually takes 3-5 Business Days.
SHIPPING COST
Standard Shipping
The shipping cost is $7.95 for orders less than $79.
We are offering free shipping worldwide for orders over $79.
The Express Shipping
The shipping cost for Express Shipping is $14.95.
DHL Express Shipping
The shipping cost for DHL Express Shipping is $24.95.
F A Q
1.Can I change my shipping address after placing an order?
Please be advised that your shipping address cannot be revised after the order has been placed successfully. However, before your order being shipped, we will try our best to help you to revise your shipping address. So please make sure that your shipping address is right and if you have any question, please feel free to contact us.
2.How do I track my order?
After your order being shipped, a tracking number will appear. You can track your order on our company's website with the tracking number provided.
It may take 48 to 72 hours for the tracking information to be updated.
3.Damaged during Transit
We recommend opening your parcel upon delivery and request you take 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 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.
If you believe your item has been damaged in transit and you are within the 7-day claim period please send an email to service@uponray.com with all of the following:
A clear photo of the damage to the sign,
An unboxing video
Clear photos of the box & any damage to the outer box (From multiple directions including all the sides),
and a clear photo of the shipping label on the box.
Failure to comply with this request and timeframe will void the Seller's obligations.
Missing or Damaged Items Complaints
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.
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.
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
UPONRAY® takes all mandatory measures for secured delivery to our customers. Our delivery partner requires a signature on delivery.
Please be aware that if you choose to opt out of the signature on the delivery requirement, UPONRAY® 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 procedure of delivery and provide a valid signature.
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 UPONRAY® 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.
Reshipment Clause for Unreceived Packages:
Reshipment Clause for Unreceived Packages: 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, UPONRAY® reserves the right to arrange for the package to be returned to our warehouse facility.
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.
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.
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 service@uponray.com
