Customer support

HOW MUCH IS SHIPPING?

Slope Rewards Members - Neon Wave offers free ground shipping on all* orders shipping to the lower 48 states for Slope Rewards members. Sign Up here. We have options for expedited shipping as well, but those will incur an additional charge. Due to their size and cost of shipping, surfboards are excluded from all free shipping promotions.

International or Non-Slope Rewards Members - We offer a selection of different shipping methods so you can choose what works best for you. International shipments will vary in cost based on product weight, location, and shipment method. Large items such as surfboards and snowboards may incur additional shipping costs when shipping outside of the continental US.

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 with standard shipping are shipped the next day. Orders must be placed by 12pm EST in order to be eligible for overnight, 2-day, or expedited shipping options. All orders placed after 12pm will ship next business day regardless of shipping method. Orders placed after 10:00am EST on Saturday are shipped the next business days. All other weekend orders will ship out the following Monday.

HOW LONG DOES SHIPPING TAKE?

Free ground shipping typically takes 5-7 business days.

DO SURFBOARDS SHIP FREE?

Due to their size and cost of shipping, surfboards are excluded from all free shipping promotions.

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, USPS, or DHL. International Orders leave via Fedex, UPS, USPS, DHL, or GlobalPost, but we can not determine who makes the final dropoff.

DO YOU SHIP TO PO BOXES?

We can ship to PO boxes, but this is dependent on the size of the product ordered, and the packaging needed to ship. If you have questions please reach out to 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.

INTERNATIONAL SHIPPING NOTES:

Shipping Policy: Restrictions on International Shipping for Certain Brands - Arc'teryx - Patagonia

At Neon Wave, we strive to offer a wide range of products to our customers worldwide. However, due to brand policies and limitations imposed by certain countries, we regretfully cannot ship certain brands internationally. We apologize for any inconvenience this may cause and appreciate your understanding.

Brand Limitations: Certain brands we carry have specific policies that restrict their products from being shipped internationally. This could be due to exclusive distribution agreements, trademark regulations, or other brand-specific considerations.

Country-Specific Restrictions: In addition to brand policies, certain countries may have import regulations or restrictions that prevent us from shipping specific products internationally. These limitations vary from country to country and are beyond our control.

Available Shipping Destinations: We make every effort to clearly indicate which brands or products are not eligible for international shipping on our website. Please review the brands page or contact our customer support team for more information regarding shipping eligibility.

Alternatives and Substitutes: In cases where a particular brand or product is not available for international shipping, we may be able to offer suitable alternatives or substitutes from other brands. Our customer support team can assist you in finding suitable options if needed.

Compliance with Laws and Regulations: We strictly adhere to all applicable laws and regulations related to international shipping. Our commitment to legal compliance ensures a smooth and hassle-free shopping experience for our customers.

We apologize for any inconvenience caused by these restrictions. Our goal is to provide the best possible service while respecting brand policies and complying with international regulations. If you have any questions or concerns about shipping eligibility, please contact our customer support team, and we will be happy to assist you.

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.

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.

WHAT IF MY PACKAGE DOESN’T ARRIVE OR IS LOST OR STOLEN?

That’s no good! Contact shop@thisisneonwave.com and we will do everything we can to get the issue straightened out.

RESELLER POLICIES

Neon Wave strives to provide a fair and equal shopping experience for all of our customers. In order to maintain the integrity of our products and ensure availability for everyone, we prohibit bulk buying especially for reselling purposes. Our shipping policy aims to discourage such practices and promote a fair distribution of products.

Quantity Limits: To prevent individuals from purchasing excessive quantities of our products, we may enforce quantity limits on certain items. These limits are put in place to ensure that all customers have an equal opportunity to purchase the items they desire.

Verification Processes: In some cases, we may implement verification processes to confirm the authenticity of customer orders. This may involve reaching out to customers to verify their identity, intended use of the purchased products, and shipping addresses. We reserve the right to cancel any orders that we suspect to be intended for reselling purposes.

Monitoring and Enforcement: Our automated system and Ecommerce team actively monitors orders to identify any suspicious activity or patterns that indicate bulk buying. If we detect such behavior, we reserve the right to cancel or modify orders accordingly. Our primary goal is to provide products to genuine customers who intend to use them for personal consumption.

Community Support: We believe in fostering a sense of community and fairness. By refraining from bulk buying and reselling, you contribute to maintaining a level playing field for all customers. Your cooperation helps ensure that our products reach as many people as possible and are used for their intended purposes. We appreciate your understanding and cooperation in adhering to our shipping policy. If you have any questions or concerns, please feel free to reach out to our customer support team.