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FAQs

Acrylyst is here to create amazing signs for you

Our team is working safely with best-practice social distancing in place, with the majority in home-based offices where they are fully set up to take your calls and fulfill your online orders. Our designers are working overtime to produce custom made LED neon signs, made to order according to your specifications.

 

Acrylyst team would like to thank you for your orders and support during this difficult time and hope to help you create something special.

 

Production/Manufacturing FAQ

• How are Acrylyst light signs made?

Acrylyst indoor signs are handmade to your approved design using LED flex on an acrylic backing. The materials used are PVC and acrylic. Our outdoor signage range is made using high quality LED lights in fully enclosed acrylic. With both our indoor and outdoor signs, there is fragile glass that can break, no neon gas, and no mercury.

 

• Where are Acrylyst signs made?

Acrylyst manufactures signs in China, Los Angeles and Australia. Where your sign will be made depends on your location and the specifications and requirements of your sign.

 

• What other types of signs can you do?

We can create neon business signs, open signs, LED neon lights for home décor, bar signs, neon wall art, weddings, birthdays, events, personalized gifts, and more. 

 

Acrylyst Product FAQ

• Are your LED neon lights battery operated or do they plug in?

Most of Acrylyst's range of signs, lights, lamps, and wall art plug into a power socket. Most Acrylyst products come with a 4.9ft cord which plugs into a US certified AC adapter. The adapter has an additional 3-6ft of black cable that plugs into the socket. 

 

• How do I hang / wall mount my neon light?

Hanging your new neon light sign is surprisingly easy.  Acrylyst signs weigh 6-11lb on average and include pre-drilled holes on the acrylic backboard.  Acrylyst signs are safe to transport and easy to install.

Note: The above is a recommendation only. Acrylyst is not responsible for the wall mounting and/or installation of any of our products.

 

• What are the small marks on my sign?

Because Acrylyst light signs are handmade there are sometimes small marks on the acrylic or glue marks where the PVC tube holding flexible LED the has been attached to the acrylic. In the rare instance that the marks are evident they are always minor and not visible when the sign is turned on.

 

Payment & Shipping

• What are your payment and billing T&C's?

Shop Signs and Products - Payment for all signs and products ordered through the Acrylyst online shop is taken at the point of sale. You can choose to pay by PayPal or by using a major credit card.

Create Your Own Neon Signs - Payment for all custom made signs that you design online using our Create Your Own Neon tool is taken at the point of sale. You can choose to pay by PayPal or by using a major credit card.

Bespoke Signs Designed by Us - Payment is required in full before production can begin. Once you have approved a design you will receive an invoice via email which can be paid via Paypal or by using a major credit card. When payment has been made your sign will go into production.

 

• What are the shipping costs?

The United States - We have a $30 flat rate charge for the USA. Shipping costs are added at checkout.

The United Kingdom- please use our UK website to order.

Australia - please use our Australian website to order.

Rest of the world - shipping costs are added at checkout and are calculated according to your country and city.

Standard orders take 3-5 weeks*, including production and shipping.

 

'Rush' orders take 2-3 weeks*, including production and shipping to addresses in the USA. Please choose the 'Rush My Order' option at checkout, and let us know the date by which you need your sign to arrive.

All of our LED neon light signs are handmade. The above lead-times include both the production and delivery of your sign. Please note that Customs clearance may increase the delivery time for some countries.

Please choose your preferred shipping option at checkout.

 

• What if my sign is damaged in transit?

In the unlikely event that your sign has been damaged in transit Acrylyst will ensure that a resolution is provided.

We recommend opening your Acrylyst parcel upon delivery. Damage must be reported within 14 days of delivery of your Acrylyst sign to be eligible for a replacement. Damage or faults reported after this time period will follow our general returns and refunds policy and will not be covered under warranty. Note: the delivery date is the courier delivery date which can be found by following the prompts in your tracking email.

If you believe your item has been damaged in transit and you are within the 14 day claim period please send an email to your LED Neon Designer or info@acrylyst.com with all of the following:

a clear photo of the damage to the sign,

a clear photo of the box & any damage to the outer box,

and a clear photo of the shipping label on the box.

 

Returns & Warranty

• What is your returns policy?

Acrylyst offers returns and refunds for faulty products only. Acrylyst will make every effort to resolve the issue and may fix, replace, refund, or partially refund the product. The final resolution for faulty products, including refunds for the cost of the product and/or shipping, is decided on a case by case basis depending on the source of the fault, and is at the sole discretion of Acrylyst.

 

• What is Acrylyst returns procedure?

Please contact us at info@acrylyst.com to let us know which products you wish to return and why, attaching a short video of your sign as well as photos. Please note that we require both a video and photo(s) for diagnostic and quality purposes. If you are not able to provide both a video and photo(s) of the problem then our ability to rectify your issue will be limited. Once we have received all of the required information we will be in touch to try to resolve the issue.

If a return has been agreed please note that you must return the faulty product in its original condition with all of its original packaging.

If a return has been agreed the faulty item must be returned for inspection by Acrylyst within 14 days of when you received the product.

If a replacement has been agreed Acrylyst will endeavour to produce and ship the replacement product to you as soon as possible.

If a full or partial refund has been agreed Acrylyst will let you know when you can expect to receive the refund.

 

• Does my new sign come with a warranty?

Acrylyst products include a 6 month warranty which covers electrical components when used appropriately. Resolution for faulty signs will be dependent on the source of the fault and will be determined between Acrylyst and the purchaser.

Warranty Coverage for Hard Wired & Installed Signs – Acrylyst bears no responsibility for any costs incurred when installing and/or uninstalling your sign. If, in the unlikely event that your sign is experiencing a presumed fault, we will request photos and videos for diagnostic purposes and may require the sign to be sent back to us for replacement or repair. If you have chosen to have your sign installed and/or hard wired, Acrylyst takes no responsibility for any costs incurred due to uninstalling and/or re-installing your sign. If your sign has been hardwired in by an electrician it is at our sole discretion to decide if the occurring fault is covered under our 24 month warranty.

If you still have questions we're happy to help. Just give us a shout and tell us what you need. We look forward to hearing from you.