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 offers free 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. In the case of international returns, customer is responsible to incurred shipping costs. Veilance sale items are considered final purchases. In the event of a surfboard, wakesurf, or snowboard return; customer is responsible for return shipping costs.

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 via one of the above logistics managers but we can not determine who makes the final dropoff.

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.

WILL I HAVE TO PAY TAXES OR IMPORT FEES

International customers not residing in the United States are responsible for paying any customs/duties/VAT charges and/or taxes that are assessed and applied to their order. Neon Wave has no control over and is not responsible for any actions taken by either customs or the selected shipping service. International orders are not eligible for returns. If you have any questions or would like assistance determining what fees may apply to your order please email concierge@thisisneonwave.com

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.

Energy Bank Rewards Program

HOW DO I EARN POINTS?

Points are earned in the following ways:

1.    Purchases are rewarded at 10 points per dollarspent at any Neon Wave Family of Brands location and at thisisneonwave.com.

a.    Ex. $10 = 100 points

b.    Ex  $50 =500 points

2.    Participate in select Neon Wave Family of Brandsevents.

3.    Participate in Neon Wave Family of Brands socialincentives.

4.    Rent and/or demo equipment from Neon Wave orCanandaigua Sailboard.

5.    Facebook Post: Share us on Facebook for a chanceto earn 100 points.

6.    Instagram: tag us on Instagram and for a chanceto earn 100 points.

7.    Instant win when you visit our shops. 

a.    1 in 5 chance to earn 100 points

b.    1 in 50 chance to earn 500 points.

WHEN CAN I EARN POINTS?

Points may be earned through any of our Neon Wave family of brands including: Neon Wave, VLT by Neon Wave, thisisneonwave.com and Canandaigua Sailboard. 

WHAT ARE THE REWARD TIERS?

1.    Visitor:brand new customers and those with less than 1000 points accrued.

2.    Recruit:customers with between 1000 points and 3000 points accrued.

a.    Reward: $10

3.    Insider:customers who have accrued over 3000 points but less than 5,500.

a.    Reward: $20

4.    VIP:Customers who have accrued over 5,500 points but less than 10,000.

a.    Reward: $30

5.    VIP+:Customers who have accrued over 10,000 points but less than 20,000.

a.    Reward: $60

6.     (Next Level tbd): Customers who have accrued over 20,000 points but less than 50,000.

a.     Reward:$150

7.     (Next Level tbd): Customers who have accrued over 50,000 points but less than 100,000.

a.     Reward:$500

8.     (Next level tbd): Customers who have accrued over 100,000 points.

a.     Reward:$1000

 

HOW DO I EARN A REWARD?

Rewards may be earned as follows:

 

1.    Earn 1,000 points and receive $10 in Energy BankRewards.

2.    Earn 3,000 points and receive $20 in  Energy Bank Rewards.

3.    Earn 5,500 points and receive $30 in Energy BankRewards.

4.    Earn 10,000 points and receive $60 in EnergyBank Rewards.

5.    Earn 20,000 points and receive $150 in EnergyBank Rewards.

6.    Earn 50,000 points and receive $500 in EnergyBank Rewards.

7.    Earn 100,000 points and receive $1000 in EnergyBank Rewards.

8.    Refer a friend: You and a friend earn $10 eachwhen your friend completes their first purchase of $50 or more.

9.    $20 Birthday Reward (expires 7 days afterbirthday).

10.  InstantWin when you visit our shops. 1 in 100 chance to receive $25 in Energy BankRewards, 1 in 200 chance to earn $50 in Energy Bank Rewards.

WHAT IF I EARN POINTS FROM MULTIPLE LOCATIONS?

Points earned at any Neon Wave family of brands locations including Neon Wave, VLT by Neon Wave, thisisneonwave.com and Canandaigua Sailboard may be redeemed at Neon Wave Flagship, thisisneonwave.com and Canandaigua Sailboard.

WHAT IF I RETURN A PRODUCT IN WHICH I USED MY POINTS?

Points will be refunded to your account within 30 days based on the amount of points awarded at the time of purchase.

WHAT IF I RETURN A PRODUCT IN WHICH I USED A REWARD?

Returns made using rewards may be exchanged.

MAY I KEEP MY POINTS ACCRUED IF I RETURN AN ITEM?

Returning items will result in a reduction of points equal to the points awarded for the initial purchase.

WHEN WILL I GET MY POINTS/REWARD

Points and Rewards will most often be rewarded immediately but will be received within 30 days of qualifying for a Reward. By default, you will be able to view your accrued rewards through our app and in store.

WHEN DOES THE REWARDS PROGRAM BEGIN?

Our reward program begins the day you sign up.

DO MY POINTS EXPIRE?

Your Energy Bank points do not expire*. 

*Neon Wave reserves the right to change/alter/update/cancel this program at any time without notice.

WHO IS ELIGIBLE TO PARTICIPATE IN THE ENERGY BANK REWARDS PROGRAM

U.S. residents age 13 and older may participate with a valid email address.

IS PROVIDING AN EMAIL ADDRESS MANDATORY FOR ENROLLMENT IN THE REWARDS PROGRAM?

We need a valid email address to deliver news, exclusive offers and other program related information. We respect your privacy and will not spam you  or sell your email address.  If you do not want to receive emails from us you can unsubscribe via the link at the bottom of any email we send, by reply stop to our sms messages or by calling Neon Wave at (585) 732-0643.

IS A PHONE NUMBER REQUIRED FOR ENROLLMENT?

A phone number is not required but is used as a convenient check-in pin at our stores.

HOW DO I KNOW HOW MANY REWARDS POINTS I HAVE?

Please log in to your account through our app or check the in-store tablet when shopping at one of our physical locations.  You may also contact us at shop@thisisneonwave.com or (585) 732-0643. 

I CANNOT REGAIN ACCESS TO MY ACCOUNT

Please contact us at shop@thisisneonwave.com or (585)732-0643 

I HAVE MORE THAN ONE ACCOUNT

Please contact us at shop@thisisneonwave.com or (585) 732-0643  to have your accounts merged.

ARE THERE ANY EXCLUSIONS?

The Neon Wave family of brands (Neon Wave, Canandaigua Sailboard, VLT by Neon Wave, and thisisneonwave.com) Energy Bank is a reward system including points, vouchers and promotions. Some of the amazing brands we stock have MAP policies which restrict the prices at which we may sell and/or advertise their products. Energy Bank rewards apply to select brands, products and services. Exclusions apply, promotions are subject to change. Please do not hesitate to reach out to us at shop@thisisneonwave.com for more information.

The following brands and/or current season items are not eligible to be included in our Loyalty Program: Arc’teryx, Astral, Banks Journal (select products), Burton (select products), Captain Fin, Coal, Chinook, Holden, Follow, Futures, Fanatic,Fire Wire, Gentemstick,  Herschel, John Elliott, Lib Tech, Malwitz, Oakley, Outerknown, Patagonia (select products), Petzl, POC, Presidents, Raen, Rainbow Sandals, Rome, Son of Cobra, Sovrn, Sunspel, Sun Bum, Sweet Protection, Woolrich, Veilance.

CHANGE OF ACCOUNT INFORMATION

Participants are responsible for notifying Neon Wave of any changes to account information such as address, email and phone number.  Neon Wave is not responsible for lost rewards.  Account information may be changed by logging into the app, visiting one of our stores or by emailingshop@thisisneonwave.com.

DO I GET REWARDS FOR RENTING EQUIPMENT?

Yes!  Rental equipment accumulates points at the same rate as in store purchases. 

MAY I USE MY POINTS TOWARDS EQUIPMENT RENTALS

At this time points my only be redeemed for non-rental items.

PROGRAM TERMINATION / OTHER RESTRICTIONS / ADDITIONAL TERMS

The program has no predetermined termination date and may continue until such time as Neon Wave, at our sole discretion, elect to designate a termination date. Neon Wave reserves the right to modify or end the program, or any part of the program, at any time without providing written notice to you.  Abuse of the program (for example, by a participant failing to follow the Energy Bank Terms andConditions, allowing others to use the participant’s membership or other improper conduct as determined by our stores in our sole discretion) may result in termination of that participant’s membership and disqualify that Participant from future program participation.  Participation in the Energy Bank Rewards program is void if prohibited by law in the jurisdiction in which the prospective participant resides.  If in any particular state the Energy BankRewards Program or Neon Wave has to apply for any special license, bonding, permit or other governmental regulatory approval, the Energy Bank Rewards program will be void in that particular state.

Other Restrictions:

Energy Bank Rewards cannot be used as payment on an account, redeemed for cash, used for purchasing gift cards, warranties, store credit, rentals, tuning services, repairs, select products, purchases of certain brands or payment of sales tax. Additional restrictions apply.  All returns made using Energy Bank Rewards are subject to each stores return policy as applicable.  Merchandise purchase withEnergy Bank Rewards may only be exchanged for merchandise only.  Energy Bank rewards are not gift certificates, have no cash value and are not intended for gift giving purposes.  You acknowledge that these points and rewards have no value and are intended for promotional purposes only.  Neon Wave reserves the right to remove a participant from the program in the event of fraud or abuse of the program or for any reason at the sole discretion of NeonWave.  No points or rewards will be issued or redeemed after the termination of the program.

Additional Terms:

Points and Rewards may be subject to federal, state, or other taxes and such taxes are the sole responsibility of the respective participant.

One Energy Bank Reward may be redeemed per transaction.  If you need assistance please contact rewards@thisisneonwave.com.

One Energy Bank Reward may be redeemed per transaction.  If you need assistance please contact rewards@thisisneonwave.com.