Customer support

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.

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.

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

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

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

Neon Wave offers free ground shipping on all orders shipping to the lower 48 states for wLoyalty members. Sign Up here. Large items such as surfboards and snowboards may incur additional shipping costs when shipping outside of the continental US. All other shipments will vary in cost based on product weight, location, and shipment method.

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

Orders placed Monday through Friday are shipped the next day. Orders placed after 10:00am EST on Saturday are shipped the next business day. All other weekend orders will ship out the following business day. 2-day-shipping orders placed before 12:00pm EST are shipped same day.

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

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

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.

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.

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

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

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

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

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.

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

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

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

Neon Wave accepts the following payment methods:

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

You will be charged when your order is confirmed.

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

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

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

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

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

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.

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.

Unfortunately, discounts are limited to new purchases only.

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.

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. 

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

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.

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.

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

Returns made using rewards may be exchanged.

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

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.

Our reward program begins the day you sign up.

Your Energy Bank points do not expire*. 

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

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

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.

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

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. 

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

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

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.

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.

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

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

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.