HiNeon FAQ

HiLetters

What colors are available?

We have the widest range of colors for this type of product anywhere in North America. Our colors are:

Red, Yellow, Green, Blue, Pink and White

What sizes are available?

We have two different sizes of letters to choose from. They are: 15cm (6″) and 8cm (3.2″). 

Can I use different colors in one sign?

Yes you can.

Can I use different sizes in one sign?

Yes, as long as they are on different sized support beams as shown below.

How long can I expect my HiLetters to last?

The lifetime of our HiLetters is 50,000 hours each. That is equivalent to 10 years if you turn on your neon sign for 14 hours per day.

Installation and weight of the product.

You can either put the sign onto a wall or hang it in the air. Click here for full tech specs of the HiLetters product.

Can I use HiLetters outside?

Unfortunately no, but we do offer custom made signs that can be used outdoors. Please click here for more information.

Custom Signs

How long does the process take?

From placing a call to use to delivery of your sign the complete process can take up to 4  weeks. Each project is unique and can vary on time. 

Is there a minimum size that you need to work to?

We tend to work to a minimum letter height of around 10cm (4”), as we find that letters have more definition at this size. It is possible to make letters smaller than this, but larger letters do tend to look neater.

How long can I expect my Custom Sign to last?

The lifetime of an LED light is a minimum of 50,000 hours. That is equivalent to 10 years if you turn on your neon sign for 14 hours per day. This is about 3 times longer lifespan than traditional gas neon signs. Normally if there is a problem it’s usually the transformer that fails, however these are replaceable items and we can supply replacements if necessary if outside of the warranty period.

Can I suggest a font I wish to use for a sign?

In most cases yes. Our design team will work with you and ask you which font you wish to use to make your Custom Sign perfect. 

What’s the length of the power cord?

The cord from the neon sign is 1.8 meters (6ft) long encased with a clear coating, with an additional 1.2 meters (4ft) of black cord from the power adaptor. There’s another 1 meter (3ft) black cord from the adaptor to your plug. In total it’s 13ft from the neon sign to your power plug.

Installation and weight of the product.

The weight of each Custom Sign is unique, we have made signs from

Click here for full tech specs of the Custom Sign product.

Can I use a Custom Sign outside?

Yes, we can produce waterproof versions for outdoor events and outdoor permanent installation. Please specify on the application when you submit your custom order inquiry.

What comes in the package?

Your Custom Sign

1 x North American UL listed 12V Transformer

1 x Installation pack

1 x Instructions and Installation guide

 

Additionally if you purchase an RGB sign you will also receive an RFRGB Remote.

Safety & The Environment

How safe are LED neon signs?

Our LED neon signs are only 12V so run at a much safer voltage than traditional neon. Because of its low output voltage, no heat will be generated on the outer surface even after long hours of operating.

Do LED neon signs require maintenance?

Not at all. LEDs are maintenance free and very environmentally friendly. Far more environmentally friendly than gas neon signs. 

Payments

Which methods of payment do you accept?

We offer the following ways to pay:

Stripe, PayPal, Visa

Warranty

How long is the warranty?

All our products come with a 12 month guarantee.

What does the warranty cover?

Our guarantee covers any faults that may occur with all our products. However, this does not extend to any damage that may occur as a result of incorrect installation or physical damage during usage.

Troubleshooting

My product is not working normally, what can I do?

As long as your product is still under warranty, then please call our tech support team on +1 (833) 768-7999 (Lines are open Mon – Friday, 09:00 – 17:00). If you wish to contact us out of hours, then please email us at returns@hineon.com and include in the subject line “repair request, your full name and your order number” with a short description of the issue and your telephone number. A member of our tech support team will call you as soon as they receive the email to try and fix the issue. If they can not do this they will talk you through the returns process so we can fix or replace the product. You can read more about our returns process in the returns tab of this page.

Returns

Can I return my order if I am not happy with it?

Custom Signs

Because each Custom Sign is unique, all Custom Sign orders are final. If your Custom Sign is defective or broken on delivery, please read our returns process below for more information.

HiLetters

We offer a 30 day money back guarantee as long as the product has not been damaged. Please read our returns process below for more information.

Returns Process

Repair request

As long as your product is still under warranty, then please call our tech support team on +1 (833) 768-7999 (Lines are open Mon – Friday, 09:00 – 17:00). If you wish to contact us out of hours, then please email us at returns@hineon.com and include in the subject line “repair request, your full name and your order number” with a short description of the issue and your telephone number. A member of our tech support team will call you as soon as they receive the email to try and fix the issue.

If we can not fix the issue over the phone then the tech support worker will issue a Returns Authority Number (RA#) and will arrange for the collection of your product at no extra charge. Please include the RA# on the outside of the package you are returning. 

Once your package has been received by us, we will inspect the product to confirm it matches your description. If we can not fix it within 10 working days we will request a replacement. Replacements can take up to 28 days to return back to you.

30 day money back guarantee

To be eligible for this you must make the request within 30 days of the date you received the product and the product must not be damaged in any way.  A restocking fee of 15 percent will be charged on opened HiLetters without original packaging unless defective or prohibited by law.

A return request must be emailed to: returns@hineon.com. Please include in the subject line “return request, your full name and your order number” with feedback on why you are returning the product. 

We will review your case and issue a Returns Authority Number (RA#) via email. Please include the RA# on the package you are returning. 

 

Please note, you are responsible for all shipping and customs charges associated with returning an order.

Once we have received the product(s) back and have inspected that they are in good working condition, we will process your refund to your original method of payment. Please note that depending on your credit card or banking company, it may take up to 10 business days after your credit is applied for it to post to your account.

Money back guarantee restrictions:

  • Does not apply to events or rental companies.
  • New customers only. Not applicable to returning customers who have purchased HiLetters before.
  • Does not apply for orders over $800.

Shipping & Deliveries

Do you ship internationally?

We only ship to Canada and the United States of America.

How long does shipping take?

Custom Neon Signs and Script Neon Signs

Delivery from the time your order is placed is typically 2-4 weeks for design, production, and shipping right to your door. Outdoor and RGB custom neon signs need an extra week to finish. We do have RUSH ordering available for delivery in 10 business days, this costs an additional 25% of the order.

 

HiLetters

We can ship out most HiLetter orders within 6 business days. Standard shipping typically takes 3-5 business days.