FAQ

You've got questions, we've got answers.

TOP FAQ

Where can I purchase a neon desk or wall light?

Visit our website ampedandco.ca to purchase our Amped & Co neon designs online! US orders are shipped from Nevada. Canada orders are shipped from Ontario. Please note the currency is fixed in USD. 

To visit our Canada website go to ampedandco.com Many retailers across North America also carry our products. Sometimes you can get lucky and find an exclusive design through one of our retail partners like Indigo.com or Urbanoutfitters.com.

Do you do custom neon?

The most frequent question! The short answer is yes we are able to do custom designs, however the minimum order quantity is 300 pieces. If you are interested in co-branding or white label please email us custom@ampedandco.com.

We started small and niche but always looking at bigger ideas. Follow us through social media to keep in touch if things change in the future and we’re able to produce your requests for one off designs. Currently we only sell our finished designs online, and co-branded products through larger retails across North America.

How long does neon last?

Neon typically lasts for 5-7 years. The neon desk lights are low voltage novelty units, however we suggest to not be left on for long periods of time to prolong lifespan. The most frequent cause of damage is through improper use which causes breakage. Only use the 12V adapter that comes with your product. Using incorrect power supply may result in a surge of the electronics and short the base. Please remember to never push or pull on the neon tube!

If you have an unbroken product which does not light up, please contact support@ampedanco.com and we will be happy to help resolve. Our warranty covers neon products for 12 months (see below).

I broke the neon tube, will it work if I fix it?

Like the boulevard of broken dreams, once the glass tube breaks, unfortunately there is no way to fix it. Neon is a gas, and once the glass is cracked or broken, the gas escapes and will no longer work no matter how good the patch work is. Please dispose of safely.

I purchased my neon light from a retail store and have a question.

Please contact us directly if you have a concern with the product itself. Email support@ampedandco.com.

For questions regarding pricing and availability, please contact the retail store from which you purchased.

SHIPPING

What are the shipping options?

All of our neon products ship standard via UPS ground throughout USA. There is an additional expedited and 2nd day option at checkout. Typical delivery is between 2-5 days depending on shipping location. All orders with neon products in the shopping cart will ship from Nevada.

For My Cinema Lightbox products under $50 standard shipping is through UPS Surepost. Unfortunately this service does not allow for modification to addresses or insurance for lost/damaged products. Please choose an expedited service at checkout to provide assurity. Orders ship from both NY and Nevada depending on location to provide quicker delivery times.

For all Canada orders – we ship out of Ontario using Canada Post. Please visit ampedandco.ca to place an order for delivery within Canada.

International Shipping

This option is not yet available for outside of North America. To purchase My Cinema Lightbox products internationally please visit mycinemalightbox.com to place an order.

Can I make changes to my order once my order is placed?

Unfortunately we cannot modify orders once they are placed. For security and fraud reasons, we cannot add additional products and charge the payment method used. For modifications (ex ordered the wrong product at same price) please contact support@ampedandco.com as soon as possible. We strive for same day order fulfillment, if your order has not yet shipped we may be able to swap!

Typically orders are automatically imported, picked, and shipped immediately at our fulfilment centers so that you can receive your order as quickly as possible. We cannot change shipping information or add/change/remove items from your order once the order has shipped. If you need to change your shipping address once tracking is received, please contact the courier directly. You can find out which courier was used and your tracking number on your shipping confirmation that is emailed to you. UPS Ground and USPS Expedited services will allow for changes in transit.

What if I want to cancel?

Oh no! We hope it doesn’t come to this, but if you do need to cancel your order please contact us immediately to catch the order before it is shipped. Once your order is placed it is automatically processed, picked, and shipped the same business day, or next morning, at our fulfilment center so that you can receive your order as quickly as possible. If we cannot stop your order from shipping you can refuse the package at the door so that it is returned to us and once we receive the products back into our warehouse we can refund based on our return policy. Please see our refund/exchange policy for further information.

Help! My order arrived damaged.

First of all, that sucks! We know how disappointing it is to unbox your order and find out it has been damaged. Although we place extra importance on packaging and shipping guidelines, it is possible to occur damage from rough handling – especially with the standard shipping carriers.

Rest assured, we will assist you and help resolve! Please email support@ampedandco.com with your order number, and photos of the product, shipping box, and packing list. Photos are necessary to open a claim with the carriers – please keep everything including the shipping box, and packing list. Once a claim is made, the carrier will pick up the damaged product and we will provide a replacement.

Holiday Shipping

All orders placed before 1pmEST ship same business day. All other orders will ship next business day. We ship using UPS SurePost, UPS Ground, DHL, and USPS Priority. Ships from either Las Vegas, Nevada or New York, depending on delivery address and items ordered. Please see check out options for expedited shipping costs and services. All estimated delivery timelines vary depending on location and warehouse shipping from. Standard UPS Surepost is 3-7 business days. Standard UPS Ground is 2-5 business days. Expedited USPS Priority is 1-4 business days. UPS 2nd Day Air is guaranteed delivery. Please note UPS is experiencing some delays due to holidays (10%). Last day to order is December 23. All orders placed on or after Dec 24 will be shipped on December 27. HAPPY HOLIDAYS!

WARRANTY

General Info

Please note, due to the fragile nature of neon, we cannot accept returns for exchanges or refund. If the neon product has been opened and not packaged perfectly, there is a high possibility that your return would arrive broken from damage in transit. We are strive to avoid a poor customer experience situation resulting from damaged returns in shipping which would forfeit a refund.

It is possible to return/refund unopened and unused My Cinema Lightbox products. Please contact support@ampedandco.com after reading the Refund and Exchange Policy.

12 Month Warranty

Amped & Co™ warrants your new product to be free from defects in materials and workmanship for the period stated above, from the date of purchase, provided that the product is used in accordance with recommendations and instructions where provided. Please review the directions for use either included in the packaging of the product, and/or on the package of the product.

We will provide you with your choice of a refund, or exchange if it becomes defective within the warranty period. This warranty will no longer apply where the defect is a result of alteration, accident, misuse, abuse, or neglect.

Please retain your invoice confirmation as proof of purchase and contact support@ampedandco.com for any difficulties with your product. When contacting our Help Desk please provide photos and a detailed explanation for a quicker resolution.

Refund and Exchange Policy

30 days refund or exchange on unopened/unused My Cinema Lightbox and LED neon products purchased directly from ampedandco.com* Amped & Co real neon products do not apply to refund/exchange due to the fragile nature of return shipping glass neon. See below for warranty information.

Please note all opened items are considered final sale due to the inability to accept and resell returns through our order processing fulfillment centers. We try to provide as much information as we can to make informed shopping choices. Check out additional photos on Instagram or email us for any questions: support@ampedandco.com.

For alternative shopping options visit our retail store locator here: where to buy.

Return Policy

* Returns without damages - please read carefully:

To be eligible for a return, your item must be unused, and in the same condition that you received it. It must also be in the original packaging. Contact us within 30 days of purchase.

Our fulfillment center does not accept opened or used product, and we will not be notified of returns that are not added back into inventory. A refund on a return will be generated once the unused item has been received and processed back into inventory.

Please allow 10 business days for order processing and $3 per item restocking fee if return if return requested within 30 days of delivery date. Shipping costs are non-refundable.

Contact support@ampedandco.com for delivery instruction.

Amped & Co™ is not responsible or liable for items returned in open and/or used condition. Items that are not in good condition and cannot be returned to inventory will be destroyed.

Exchanges

We will replace items that are defective or damaged due to manufacturing, warranty claims, or shipping that is not covered under carrier insurance policies. Contact us at support@ampedandco.com with the following information:

a) Photos of the damage
b) Photos of the shipping box and packing slip
c) Photo of the product code for replacement. On lightboxes this will be found on the back of the product. For other items on the packaging.
d) Keep all packaging, receipts, packing lists, and shipping box until the claim is resolved.

Refunds

Amped & Co™ reserves the right to approve or reject refund requests at their discretion. Please provide proof of defect when requesting a refund on opened and used products. Contact support with video or photo evidence of damages or defects within the warranty period. Refunds will only be generated, once approval is confirmed.

Shipping

USA orders are fulfilled through our US warehouses out of New York and Las Vegas. Returns are only accepted for unused, unopened products. Any returned items that have been used, opened, or incomplete will be destroyed and Amped & Co will not be notified. All returns must be authorized through the help desk support ticket system, and approval confirmed. Our office is in Toronto, Ontario, Canada. All opened or used returns/exchanges for undamaged products must be shipped to the office directly. Contact support or read FAQ for more information.

Please note, the buyer is responsible for paying return shipping costs. Shipping costs are non-refundable. A trackable shipping service is recommended. Without proof of return, we cannot guarantee that we will receive your returned item.

General Safety Instructions

The following safety precautions should always be followed to reduce the risk of electric shock, personal injury, or fire.

  1. All products must only be used as intended in accordance with the operating instructions provided with the product.
  2. Do not carry the product by the cables or pull DC adapter cables to remove the plug from the socket.
  3. Electric shock hazard: if the DC adapter cable, plug and/or switch become damaged DO NOT continue to use! Contact customer support for a replacement.
  4. If the product stops unexpectedly or appears to malfunction, switch off the power supply, unplug from the socket and stop using immediately. Contact customer support.
  5. Switch off the power supply when not in use, before cleaning, installing, and changing accessories.
  6. Avoid positioning the product where the power cable might be accidentally trapped or damaged.
  7. Keep the products away from sources of heat, sharp objects, or anything that may cause damage.
  8. This product has not been designed for use by children. Keep all real neon products (those with glass parts) away from reach of children.
  9. Children should be closely supervised at all times when they are near any electrical product.
  10. To protect against electrical shock, never allow the product or parts of to come into contact with water or any other liquid.
  11. Always ensure that hands are dry before operating or adjusting any switch, cable or connection on the product.
  12. When applicable, never insert batteries improperly. Do not mix old with used batteries together. Always insert batteries in the correct and indicated position, never place batteries with the same polarity sides touching each other. Improper use of batteries may cause the connecting terminals to be short-circuited.
  13. Do not use outdoors. These products have been designed for domestic indoor use only.

GLASS NEON WARNING (excludes LED neon): Each neon light style has a unique neon tube and base combination. Only use the matching base with correct neon tube, never swap the base. If the product does not function properly contact customer support. The neon light source is non-replaceable, if the glass is broken, the light cannot be repaired and must be discarded.