Customer support

FREQUENTY ASKED QUESTIONS

RETURNS

WHAT IS YOUR ONLINE RETURN POLICY?

If you don’t love it, you won’t wear it. Neon Wave accepts returns or exchanges of unused, unwashed and unaltered merchandise (containing no additional fragrance and/or tailoring) within 14 days of the original date of purchase.

HOW LONG DOES IT TAKE FOR MY REFUND TO PROCESS?

Refunds are typically processed by Neon Wave within 1-3 business days. It can take up to 30 days for your bank to fully process the refund.

HOW CAN I PROCESS AN EXCHANGE?

Visit our contact page or contact exchange@thisisneonwave.com and one of our team members will assist you in exchanging your unwashed, unaltered product.

WILL I RECEIVE CONFIRMATION THAT YOU RECEIVED MY RETURN?

You will receive an email when your return has been received and when your return has been accepted.

WHY WAS MY PRODUCT RETURNED TO ME WHEN I SENT IT BACK FOR A REFUND?

If your return doesn’t meet our **requirements for a return** after we assess it, we will ship the product back to you at no extra cost. If you think this was an error on our part, please contact returns@thisisneonwave.com

SHIPPING

HOW MUCH IS SHIPPING?

Neon Wave offers free ground shipping within the contiguous US to all wLoyalty members. Sign Up here. All other shipments will vary in cost based on product weight, location, and shipment method.

CAN I CHANGE THE SHIPPING ADDRESS?

To protect you from fraudulent shipment adjustments, we can not allow you to change your shipment address after your order has been processed.

WHEN WILL MY ORDER SHIP?

Orders placed Monday through Friday before 12:00pm EST are shipped the same day. Orders placed after 12:00pm EST are shipped the next business days. All weekend orders will ship out the following Monday.

HOW LONG DOES SHIPPING TAKE?

Free ground shipping for wLoyalty members typically takes 5-7 business days.

CAN I TRACK MY PACKAGE?

Of course! All orders can be tracked via your account page or through the tracking number included in your shipment confirmation email.

WHAT COURIERS DO YOU USE FOR SHIPPING?

Domestic Orders are shipped using Fedex, UPS, or USPS. International Orders leave the US via DHL.

DO YOU SHIP TO PO BOXES?

We unfortunately can not ship to PO boxes. If you need a product to be shipped to somewhere other than your home or office, contact concierge@thisisneonwave.com or visit our contact page.

DO I NEED TO BE HOME FOR MY SHIPMENT?

Shipments of product valued over $500 require a signature upon dropoff.

HOW WILL I KNOW IF MY SHIPMENT HAS BEEN DISPATCHED?

You can track your order via your account tab or through the tracking number provided with your shipment confirmation.

YOUR ORDER

WHERE IS MY ORDER?

You can track your order via your account tab or through the tracking number provided with your shipment confirmation.

CAN I CHANGE OR CANCEL MY ORDER?

If you need to make an adjustment to your order or you are looking to cancel an order prior to shipment confirmation, visit our contact page.

THERE IS A PROBLEM WITH THE ORDER I RECEIVED.

We’re sorry to hear that! Visit our contact page or contact orders@thisisneonwave.com and we will take care of it immediately.

HOW DO I KNOW IT MY ORDER WAS SUCCESSFUL?

You will receive a confirmation email. Order Status is also available in your account page.

WHAT CURRENCIES CAN I USE?

AUS, CAD, CNY, DKK, EUR, GBP, JPY, KRW, RUB, SEK, SGD, TWD, USD

WHAT PAYMENT METHODS DO YOU ACCEPT?

Neon Wave accepts the following payment methods:

Visa, Mastercard, American Express, Discover, Paypal, Apple Pay, Google Pay

WHEN WILL I BE CHARGED FOR MY ORDER?

You will be charged when your order is confirmed.

DO YOU ACCEPT GIFT CARDS?

We can not currently accept or issue gift cards at this time but all products may be sent as gifts.

HOW CAN I UNSUBSCRIBE FROM YOUR NEWSLETTER?

Click the unsubscribe button at the bottom of your most recent email, or visit our contact page.

CAN I CONTACT CUSTOMER SERVICE?

Visit our contact page or email general@thisisneonwave.com with any questions, concerns, or ideas.

WHERE CAN I FIND SIZING INFORMATION?

General sizing information is included in every product page under the “sizing” tab. If you have questions about the sizing of a specific product, contact size@thisisneonwave.com

DO YOU HAVE MORE SIZES AVAILABLE?

Our website displays all current stock. If you are looking for a specific size that you don’t see on our website, visit our contact page or email orders@thisisneonwave.com

CAN I GET MORE INFORMATION ON A PRODUCT?

Or course! Visit our contact page or email product@thisisneonwave.com with the product name and we’ll be happy to answer any questions you have.

CAN I SEE ANOTHER PHOTO OF A PRODUCT?

We do our best to cover all aspects of a product, but if you’re looking for a new perspective of. A product, visit our contact page or email product@thisisneonwave.com with the product name and we’ll be happy to send along specific photos.

MY ITEM IS NOW ON SALE, CAN YOU REFUND THE DIFFERENCE?

Unfortunately, discounts are limited to new purchases only.