Velocity Products, Inc.
11350 Old Roswell Road
Alpharetta, GA 30009
Office Hours: M-F, 9-5 EST
Welcome to iLoveNeon.com’s online help desk! For answers to many common asked questions about our site, click any of the subjects below:
Checking on Your Order?
Go To Your Order Status
I have a question about...
First Time User?
iLoveNeon.com is owned and operated by Velocity Products, Inc; a Georgia corporation that manages various e-commerce shopping sites. Velocity’s goal is to offer our customers unique products, of the highest quality, at the best price! We succeed due to our superior manufacturing relationships and our sincere commitment in making our customers happy. If we wouldn’t be proud to own it, we won’t sell it. Value is quality at a great price. That’s what we’re all about.
Shopping and Checkout
How do I make a purchase?
When you see an item you want, click on "Add to Shopping Cart" to put it in your Shopping Cart. You can then continue shopping or proceed to pay for your item and Checkout. Remember, an item isn't yours until you pay for it at Checkout. Until then, someone else can still buy it.
Our best price…we promise!
If, within 60 days of receiving your purchase, you see us offering the identical item at a lower price, call our Customer Service team at (800) 490-9471 for a prompt credit of the difference to your credit card.
What forms of payment do you accept?
We accept Visa, MasterCard, American Express, Discover and PayPal.
Is it safe to use my credit card over the Internet?
Our customers are our number one priority. We go to great lengths to protect you and your personal information. Our credit card processing system is SSL Authenticated and secure. We do not sell our customer’s information to anyone…ever.
Can I order by Phone?
Yes. Although we provide guaranteed order security online, if you prefer to place your order by phone, call our Customer Service team toll free at (800) 490-9471. Customer Service is available Monday through Friday from 9AM to 5PM EST.
Will you collect Sales Tax on my order?
No. We are strictly an Internet retailer and currently not required by law to collect sales tax.
How much will I pay in shipping charges?
The shipping cost for all iLoveNeon.com items is listed directly below the cost of each product. We ship UPS Ground to the 48 contiguous United States. Our shipping cost includes insurance against any breaks that could occur during delivery. Due to the nature of Neon and its glass components, we cannot combine shipping.
Do you ship to Alaska, Hawaii, Puerto Rico, Guam, or Military APO?
No. Currently we do not service these areas due to shipping costs and breakage issues. We are confident that we will find a solution that will enable us to service these areas in the future.
Do you ship outside the United States?
No. Currently we do not service these areas due to high shipping costs and breakage issues.
How will you ship my order and when will it arrive?
We ship most orders within 1-2 business days of receiving them. Most orders placed after 12pm ET will be shipped the next business day. Your order will be received via UPS Ground (5 to 7 business days after shipping). We ship from the Atlanta, GA area.
After we ship your order from our warehouse, we will send a shipping confirmation email. Please note: if your order includes several items, they may ship separately and at different times. We will send you a shipping confirmation email after all packages have shipped.
Please note: your order may be delayed if your shipping address is different from your billing address. We use this additional time to help ensure the security of your credit card information.
How will I know my package shipped?
We will email you that your package has shipped the day we put it in route to you. Generally speaking, we ship within 1-2 business days of *payment. Please note that we are located in Atlanta, Georgia so allow for the appropriate delivery time to your area. We will be happy to provide you with a UPS or USPS tracking number upon request. Please do not initiate this request until at least 7 days from the date you received your shipment sent notice. *Payment via personal check must clear 15 business days prior to shipment.
Can I track my package?
Yes. We ship via UPS or United States Postal Service (USPS). The carrier we choose depends on your location and the weight of the item being shipped. We reserve the right to choose the delivery carrier. All packages shipped include a tracking number including a delivery confirmation number for USPS.
Do you offer shipping Insurance?
Yes. We guarantee that your neon will arrive safe and unbroken or we will replace. We stand behind each and every iLoveNeon.com product. All shipping breakage must be reported to us and carrier within 7 days. All replacement requests must be made by emailing us at email@example.com to secure a return authorization. Or you may call us regarding the return authorization toll free at 1-800-490-9471. Replacement requests cannot be granted until the item in question is returned. Shipping charges for all returns fall into the responsibility of the customer.
I live in Atlanta. Can I pick up my item?
No. We do not currently have a local retail location and thus do not have local pick-up. No exceptions. We appreciate your understand.
Privacy and Security
Is my personal information private and secure?
Absolutely. We want you to have a great time shopping and find something you love for a great value. Nothing more. Your information is safe with us.
How we protect your information.
Velocity Products, Inc. is committed to protecting the information we receive from you. We follow reasonable technical and management practices to help protect the confidentiality, security and integrity of your transaction. While no computer system is completely secure, we believe the measures implemented by our web site reduce the likelihood of security problems to a level appropriate to the type of data involved. Our site encrypts your credit card number and other personal information using secure socket layer (SSL) technology to provide for the secure transmission of the information from your PC to our servers. In addition, only those employees who need access to your information in order to perform their duties are allowed such access.
Secure Shopping at iLoveNeon.com.
We use SSL and Verisign encryption technology, digital certificates, secure e-commerce servers, and authentication to ensure that your personal information is secure online.
Do you accept Returns?
Due to the liability of shipping neon, there are no returns or exchanges on all neon products. LED products may be returned within 90 Days for credit but incur a 30% restocking fee against the price of the LED product. Shipping charges are non-refundable.
My neon item is defective, what do I do?
You are covered! We (Velocity Products Inc) stand behind each and every iLoveNeon.com product. If you receive a defective item, you may request a replacement. We warranty all products for at least one (1) year. Many of our neon products have manufacturer warranties that are longer. Replacements for defective products must be requested prior to 48 hours post item delivery. All shipping breakage must be reported to our carrier and us within 48 hours. All replacement requests must be made by emailing us at firstname.lastname@example.org to secure a return authorization. Or you may call us regarding the return authorization toll free at 1-800-490-9471. Replacement requests cannot be granted until the item in question is returned.
My neon was broken during shipping, how do I get it replaced?
All shipping breakage must be reported to our carrier and us within 48 hours. NO EXCEPTIONS! All replacement requests must be made by emailing us at email@example.com to secure a return authorization. Or you may call us regarding the return authorization toll free at 1-800-490-9471. Replacement requests cannot be granted until the item in question is returned. If the shipping carrier broke the item, they require that you keep the original packaging so that they may inspect it.
Do you offer a Warranty?
Yes, a one (1) year Limited Warranty. Velocity Products, Inc. (iLoveNeon.com) will repair its neon products with new or rebuilt parts, free of charge, in the U.S.A. for one (1) year from the date of original purchase in the event of a defect in materials or workmanship. Product must be shipped back to iLoveNeon.com for repair in original packing. Shipping charges for all returns are at the expense of the customer. This warranty is extended only to the original purchaser. A purchase receipt or other proof of date of original purchase will be required before warranty performance is rendered.
This warranty only covers failures due to defects in materials or workmanship, which occur during normal use. It does not cover damage which occurs in shipment (covered separately) or failures which are caused by products not supplied by iLoveNeon.com or failures which result from accident, misuse, abuse, neglect, mishandling, misapplication, alteration, modification, or commercial use of the product, or service by anyone other than iLoveNeon.com, or damage that is attributable to acts of God. All shipping breakage must be reported to carrier within 48 hours of receipt; claims must be made with carrier.
Limits and Exclusions
There are no express warranties except as listed above.
iLoveNeon.com SHALL NOT BE LIABLE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES RESULTING FROM THE USE OF THIS PRODUCT, OR ARISING OUT OF ANY BREACH OF THIS WARRANTY. ALL EXPRESS AND IMPLIED WARRANTIES, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE LIMITED TO THE APPLICABLE WARRANTY PERIOD SET FORTH ABOVE.
Some states do not allow the exclusion or limitations of incidental or consequential damages, or limitations on how long an implied warranty lasts, so the above exclusions or limitations may not apply to you.
This warranty gives you specific legal rights and you may also have other rights, which vary from state to state.
I can't get your site to work properly. Can you help?
In order to better serve you, we appreciate hearing about any problems you experience while visiting our site. Please send an email describing the problem to our Customer Service team at firstname.lastname@example.org. Let us know what web browser software you're using, and what you were trying to do when the problem occurred. We'll have a tech expert on the case as soon as possible.
Need Help? Call Customer Service toll free at 1-800-490-9471.
Monday through Friday from 7AM to 6 PM Eastern Time.