FAQ

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

TOP FAQ

What is the difference between LED neon and real neon?

Real neon is made with non-toxic natural neon gas enclosed in a glass tube. The glass tube is fragile, and once broken it cannot be fixed. The light effect of real neon has been described as a unique, intense, brilliant light that is appealing to the human eye.

LED “soft neon” uses light-emitting diodes enclosed in tubes made by different materials to produce a neon-like light effect. The tubes are then bent into shape to produce a specific design and mounted on an acrylic backing. They are often made of a plastic encasing material and result in a safer/non-breakable and longer lasting product.

All of our real neon and LED neon products are handmade. Real neon is hand blown glass made by experienced professionals. Each LED neon piece is handmade by cutting the LED tube to shape it around the design and secured to an acrylic or plastic frame. Both processes are labor intensive and may result in small imperfections.

In order to get the perfect design, black paint is used on real neon pieces to block out the light. The final glass-blown design is hand dipped in paint. For hard to reach areas, the black parts are hand-painted on. It is possible that imperfections may appear due to the hand-crafted nature of the products.

Our quality guidelines are strict and we check each piece several times through the process and on final assembly. Rest assured, you will be getting the highest quality product possible!

Where can I purchase a neon desk or wall light?

Our full selection is available on our website ampedandco.com and ampedandco.ca, new product designs are always launched here first. A selection is also available on Amazon and Urban Outfitters.

We also distribute to hundreds of independent retailers across USA and Canada. Check with your local gift/lifestyle store for availability. Click here for our store locator

Limited edition designs or co-branded partnerships are available from select retailers or during certain times of the year. Urbanoutfitters.com and Indigo.ca carry exclusive designs all year.

Do you do custom neon?

Yes, we run production for custom orders of quantities over 300 pieces per design. If you are interested in co-branding or white label options please email us.

For individual one-off designs, we currently do not offer custom services. Please join our email list to be notified of any changes in the future.

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 or cracks in the glass. Only use the 12V adapter that comes with your product. Using an 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 Warranty).

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

Sorry! Once the glass tube breaks, unfortunately there is no way to fix it. Neon is a non-toxic natural gas, when 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 and keep the base! If you purchased on our site, contact us through support for additional options.

To check your neon if it doesn't light up: look for tiny cracks in the glass tube. The black painted areas can also crack and release the neon gas if pressure if used to push/pull the tube, especially during assembly or removal from the base.

Is real neon toxic?

Neon is a non-toxic rare atmospheric gas that poses no threat to the environment because it is chemically unreactive and forms no compounds. For more info visit Wikipedia - Neon

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?

FREE standard shipping across contiguous USA for all orders over $50. All other states and countries have live shipping rates on the checkout page.

All orders placed before 1pm EST ship same day from Monday-Friday. After 1pm, orders will ship the next business day. You will receive a shipment confirmation email with a trackable link and tracking number around 11pm EST the day your order ships.

Priority Options

UPS and USPS 3 day, 2 day, and next day delivery options are available at checkout. These are live rates calculated by your shipping address. 

Canada

We ship out of Ontario using Canada Post. Please visit ampedandco.ca to place an order for delivery within Canada.

Standard Shipping Guidelines

The warehouse your order is shipped from depends on your delivery address. East Coast orders with My Cinema Lightbox® products ship from New York. All West Coast and all real neon orders ship from Las Vegas, Nevada.

Standard Shipping Guidelines - Real Neon

Standard shipping via UPS ground from Las Vegas, Nevada. Typical delivery is between 2-5 business days depending on delivery location.

To check accurate delivery dates, use the UPS delivery guide map here: https://www.ups.com/maps ships from Nevada: zipcode 89103

*Note: All orders with any real neon products in the shopping cart will ship from Nevada with UPS ground service as standard free shipping.

Standard Shipping Guidelines - My Cinema Lightbox® and LED products

Standard shipping is through UPS Mail Innovations and SurePost for small items. Typical delivery is between 4-8 business days. Orders will ship from either Nevada or New York depending on your shipping address. This service does not allow for modification to addresses or insurance for lost/damaged products.

Orders ship from both NY and Nevada depending on location to provide quicker delivery times.

International Shipping

This option is available for most countries outside of North America as available at check-out. Please note, returns will not be accepted under the policy for international delivery. Any RTS orders or issues with delivery will not be refunded. We will attempt to ship RTS packages a second time for an additional cost of $25 + $2.95 per item for returns processing of the initial attempted delivery. All duties/taxes/import fees are the responsibility of the recipient.

All international orders are shipped via DHL Express Worldwide with delivery between 1-3 days. If change in address is needed, please contact DHL directly. For any issues with delivery, customs or import duties, and shipping damage, you must contact DHL directly in your country we cannot act on your behalf.

All international orders are considered final sale. Once the shipment is registered with DHL and leaves our warehouse, responsibility is transferred to the receiver and Amped & Co® will not be held liable for failed delivery attempts, RTS, chargebacks, or incorrect shipping information placed at the time of the order. For security and fraud reasons, placing an order is considered your acceptance of our policy and the above terms and conditions.

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

Unfortunately we cannot modify orders once they are placed. For security and privacy reasons, we cannot add additional products and charge the payment method used. For modifications with products of the same price please contact customer support as soon as possible for an exchange. We strive for same day order fulfillment, if your order has not yet shipped we may be able to swap!

Typically orders are automatically 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 it is marked fulfilled, and your tracking number has been sent to you, please contact the courier directly. Use the tracking number on your shipping confirmation that is emailed to you.

Note: UPS Mail Innovations standard shipping does not allow for modifications 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 and shipped the same business day, or next morning, at our fulfilment centre 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 below 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.

customer support 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 1PM EST ship same day. Orders shipping from Las Vegas, Nevada ship same day before 1pm PST.

The warehouse it is shipped from depends on your delivery address. East Coast My Cinema Lightbox® only orders ship from New York. All West Coast and all real neon orders ship from Las Vegas, Nevada.

We ship using UPS Mail Innovations, UPS Ground, DHL, and USPS Priority. 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 Mail Innovations 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. HAPPY HOLIDAYS!

(tip: we offer next day and two day delivery guaranteed options from both warehouses at check out)

RETURN POLICY & WARRANTY 

General Info

Amped & Co® offers a 30 day refund/exchange policy for new, unused items purchased directly from ampedandco.com, ampedandco.ca or mycinemalightbox.com. See Return Policy Guidelines below. Items must be in original packaging, and preferably the same shipping box. Purchases must be regular price; sale items or promotional periods are excluded.Discounts applied at check-out are included, priority shipping costs are non-refundable. International orders excluded, please check the FAQ tab for more information. 

Return Policy Guidelines

To be eligible for a qualified return, your item must be unused, and in the same condition that you received it. It must also be in the original packaging.

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 or exchange 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 $2.95 per item restocking fee. Extra shipping costs are non-refundable.

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

Packaging Your Return
If a neon product has been opened and not re-packaged perfectly, there is a high possibility that your return will arrive broken from damage in transit. We limit the returns to unused products. If any product is returned in unsellable condition we reserve the right to forfeit a refund. Please use the same packaging, or if not possible, ensure the box is stuffed well with no room for movement in the shipping box when sending back a return. Void fill all empty spaces. For all real neon returns, we recommend taking a photo showing the glass in the foam (not broken) prior to shipping. In case it is broken on inspection, we can open a shipping damage claim with the carrier.

Shipping Your Return

All returns must be authorized through the help desk support ticket system. We will provide you with an RA (return authorization) number and return address instructions.

Please note, in most cases the buyer is responsible for paying return shipping costs. Currently we do not have the ability to generate a return label, we are committed to offering this option in the future. For additional peace-of-mind options with prepaid return labels you may purchase on Amazon at  www.amazon.com/AmpedandCo. 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.

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

Refund & Exchange Policy

We hope you'll love your purchase! Sometimes things change and we get that. To start an RA (return authorization) click here. Include the order number, items, and reason for requesting a return.

A refund or exchange on your purchase is available for all regular priced items, excluding sale items and promotional periods within 30 days of purchase. Some exclusions apply. See General Info and Guidelines for more information.

Refunds

Refunds are applied within 7-10 business days of receiving the return. We will contact you directly with the email address provided in your RA or support ticket.

Amped & Co® reserves the right to approve or reject refund requests at their discretion. Please follow steps under the return policy to initiate an RA.

For damaged and used product refund requests: 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.

Exchanges

All product exchanges on new/unused items requested within the 30 days of the policy will be accepted. We get it, sometimes you change your mind and prefer something else! Review the return policy for return for more info and contact support to start the exchange process.

Exchanges for damaged product: 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:

  1. Photos of the damage
  2. Photos of the shipping box and packing slip
  3. 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.
  4. Keep all packaging, receipts, packing lists, and shipping box until the claim is resolved.
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. This warranty applies to all products purchased directly from ampedandco.com, ampedandco.ca, or mycinemalightbox.com.

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.

General Safety Instructions

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

  • All products must only be used as intended in accordance with the operating instructions provided with the product.
  • Do not carry the product by the cables or pull DC adapter cables to remove the plug from the socket.
  • 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.
  • 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.
  • Switch off the power supply when not in use, before cleaning, installing, and changing accessories.
  • Avoid positioning the product where the power cable might be accidentally trapped or damaged.
  • Keep the products away from sources of heat, sharp objects, or anything that may cause damage.
  • This product has not been designed for use by children. Keep all real neon products (those with glass parts) away from reach of children.
  • Children should be closely supervised at all times when they are near any electrical product.
  • To protect against electrical shock, never allow the product or parts of to come into contact with water or any other liquid.
  • Always ensure that hands are dry before operating or adjusting any switch, cable or connection on the product.
  • 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.
  • 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.

DC ADAPTER WARNING: only use the adapters that are included with your product. Never use an adapter that exceeds the power limits provided.

USB CABLES PROVIDED: can be plugged into any external outlet (for example the plug piece that comes with your smartphones). Take caution when plugging into computers - some USB computer ports cannot handle the power requested and may result in a power surge. Check your USB ports and computer guidelines when using any devices requesting power from your computer.

PR - CONNECT WITH US

Interested in blogger/social media collaborations or featuring our products in media guides?

We'd love to hear from you!

For blogger, instagram, or facebook collaborations: please note we work with collabs that fit our brand image and guidelines. We have a min req. of followers/engagements and require images to be provided, consistent with our marketing goals and guidelines. We do not pay for collabs, please do not solicit our media team, you may not receive a response.

For product samples and general social media collaborations:

  1. Email media@ampedandco.com with subject line: (your company or name) + Amped & Co feature
  2. Details of the proposed project, and date of feature
  3. Products interested in, samples required

Thank you for helping to make Amped & Co® products a trend in North America!

For product features, large publication gift guides and general PR

For gift guides, PR related press and traditional media coverage please address your email to media@ampedandco.com.

Wholesale and distribution

We would love to to add you to our growing list of retailers! Please fill out our wholesale request form