FAQ

You've got questions, we've got answers.

We've compiled a list of our most commonly asked questions. If the answer you're looking for isn't here, you can always contact us.

TOP FAQ

Where can I purchase a neon desk or wall light?

Visit our website ampedandco.ca to purchase our Amped & Co® neon designs online directly from us!

We also distribute to hundreds of independent retailers across USA and Canada. Check with your local gift/lifestyle store for availability. Check our our store locator updated quarterly.

Limited edition designs or co-branded partnerships are available from select retailers or during certain times of the year. Urbanoutfitters.com and Indigo.ca carry exclusive designs all year.

Do you do custom neon?

The most frequent question! The short answer is yes we are able to do custom designs, however the minimum order quantity is 300 pieces. If you are interested in co-branding or white label please email us custom@ampedandco.com.

For individual one-off designs, we currently do not offer custom services. Please join our email list to be notified of any changes in the future.

How long does neon last?

Neon typically lasts for 5-7 years. The neon desk lights are low voltage novelty units, however we suggest to not be left on for long periods of time to prolong lifespan. The most frequent cause of damage is through improper use which causes breakage. Only use the 12V adapter that comes with your product. Using incorrect power supply may result in a surge of the electronics and short the base. Please remember to never push or pull on the neon tube!

If you have an unbroken product which does not light up, please contact customer support and we will be happy to help resolve. Our warranty covers neon products for 12 months (see below).

I broke the neon tube, will it work if I fix it?

Like the boulevard of broken dreams, once the glass tube breaks, unfortunately there is no way to fix it. Neon is a gas, and once the glass is cracked or broken, the gas escapes and will no longer work no matter how good the patch work is. Please dispose of safely.

Before emailing customer support, check for tiny cracks in the glass tube. The black painted areas can also crack and release the neon gas if pressure if used to push/pull the tube, especially during assembly or removal from the base.

Is real neon toxic?

Neon is a non-toxic rare atmospheric gas that poses no threat to the environment because it is chemically unreactive and forms no compounds. For more info visit Wikipedia - Neon

I purchased my neon light from a retail store and have a question.

Please contact us directly if you have a concern with the product itself. Email support@ampedandco.com.

For questions regarding pricing and availability, please contact the retail store from which you purchased.

What is the difference between LED neon and real neon?

Real neon is made with neon gas enclosed in a glass tube. The glass tube is fragile, and once broken it cannot be fixed. The light effect of real neon has been described as a unique, intense, brilliant light that is appealing to the human eye.

LED “soft neon” uses light-emitting diodes enclosed in tubes made by different materials to produce a neon-like light effect. The tubes are then bent into shape to produce a specific design. They are often made of a plastic encasing material and result in a safer/non-breakable and longer lasting product.

All of our real neon and LED neon products are handmade. Real neon is hand blown glass by experienced professionals. Each LED neon piece is handmade by cutting the LED tube to shape it around the design and secured to an acrylic or plastic frame. Both processes are labor intensive and may result in small imperfections.

SHIPPING

Guidelines

We ship all orders within 1 business day from our warehouse in Concord, ON through Canada Post Expedited Parcels. Please click here for shipping timelines and guidelines from CP.

Expedited shipping options are available at checkout by Xpresspost. To choose an alternative carrier such as UPS or Purolator please email customer support.

Free shipping on all orders over $70.00CAD. Provincial sales tax is applied at checkout.

International Shipping

This option is not yet available for select Amped & Co® products outside of North America. To purchase My Cinema Lightbox® products internationally please visit mycinemalightbox.com to place an order.

Can I make changes to my order once my order is placed?

Unfortunately we cannot modify orders once they are placed. For security and fraud reasons, we cannot add additional products and charge the payment method used. For modifications with products of the same price please contact customer support as soon as possible. We strive for same day order fulfillment, if your order has not yet shipped we may be able to help!

Typically orders are automatically shipped immediately at our fulfilment centers so that you can receive your order as quickly as possible. We cannot change shipping information or add/change/remove items from your order once the order has shipped. If you need to change your shipping address once it is marked fulfilled, and your tracking number has been sent to you, please contact the courier directly. You can find out which courier was used and your tracking number on your shipping confirmation that is emailed to you.

What if I want to cancel?

Oh no! We hope it doesn’t come to this, but if you do need to cancel your order please contact us immediately to catch the order before it is shipped. Once your order is placed it is automatically processed and shipped the same business day, or next morning, at our fulfilment center so that you can receive your order as quickly as possible. If we cannot stop your order from shipping you can refuse the package at the door so that it is returned to us and once we receive the products back into our warehouse we can refund based on our return policy. Please see our refund/exchange policy below for further information.

Help! My order arrived damaged.

First of all, that sucks! We know how disappointing it is to unbox your order and find out it has been damaged. Although we place extra importance on packaging and shipping guidelines, it is possible to occur damage from rough handling.

Contact customer support with your order number, and photos of the product, shipping box, and packing list. Photos are necessary to open a claim with the carriers – please keep everything including the shipping box, and packing list. Once a claim is made, the carrier will pick up the damaged product, and we will provide a replacement.

Holiday Shipping

Our warehouse is closed from Christmas Day - New Years Day. All orders will ship as expected the following business day. Some orders may be fulfilled earlier from our office if product is in stock. Please contact us should you need faster shipping during the holiday closures.

WARRANTY AND STORE POLICY

General Info

Please note, due to the fragile nature of neon, we cannot accept returns for exchanges or refund for all real neon/glass products. If the neon item has been opened and not repackaged perfectly, there is a high possibility that your return would arrive broken from damage in transit. Our policy is designed to help avoid a situation resulting from damaged returns which would forfeit a refund.

It is possible to return/refund unopened and unused My Cinema Lightbox® and LED neon products. Please contact support@ampedandco.com after reading the Refund and Exchange Policy.

12 Month Warranty

Amped & Co® warrants your new product to be free from defects in materials and workmanship for the period stated above, from the date of purchase, provided that the product is used in accordance with recommendations and instructions where provided. Please review the directions for use either included in the packaging of the product, and/or on the package of the product.

We will provide you with your choice of a refund, or exchange if it becomes defective within the warranty period. This warranty will no longer apply where the defect is a result of alteration, accident, misuse, abuse, or neglect.

Please retain your invoice confirmation as proof of purchase and contact customer support for any difficulties with your product. When contacting our Help Desk please provide photos and a detailed explanation for a quicker resolution.

Refund and Exchange Policy

30 days refund or exchange on unopened/unused My Cinema Lightbox® and LED neon products purchased directly from ampedandco.ca. *Amped & Co® real neon products do not apply to refund/exchange due to the fragile nature of return shipping of glass neon. See Return Policy below for details on how to return.

Please note all opened items are considered final sale due to the inability to accept and resell returns through our order processing fulfillment centers. We try to provide as much information as we can to make informed shopping choices. Check out additional photos on Instagram or email us for any questions: Customer Support.

For alternative shopping options visit our retail store locator here: where to buy.

Return Policy

To be eligible for a return, your item must be unused, and in the same condition that you received it. It must also be in the original packaging. Contact us within 30 days of purchase.

Our fulfillment center does not accept opened or used product, and we will not be notified of returns that are not added back into inventory. A refund on a return will be generated once the unused item has been received and processed back into inventory.

Please allow 10 business days for order processing and $3 per item or 15% (whichever is less) restocking fee if return requested within 30 days of delivery date. Shipping costs are non-refundable.

Contact Customer Support for delivery instruction.

Amped & Co® is not responsible or liable for items returned in open and/or used condition. Items that are not in good condition and cannot be returned to inventory will be destroyed and refund will be forfeited.

Exchanges

We will replace items that are defective or damaged due to manufacturing, warranty claims, or shipping that is not covered under carrier insurance policies. Contact us with the following information:

  • Photos of the damage
  • Photos of the shipping box and packing slip
  • Photo of the product code for replacement. On lightboxes this will be found on the back of the product. For other items on the packaging.
  • Keep all packaging, receipts, packing lists, and shipping box until the claim is resolved.
Refunds

Amped & Co® reserves the right to approve or reject refund requests at their discretion. Please provide proof of defect when requesting a refund on opened and used products. Contact support with video or photo evidence of damages or defects within the warranty period. Refunds will only be generated, once approval is confirmed.

Return Shipping

All returns must be authorized through the help desk support ticket system and returned to our office in Toronto, Ontario, Canada for inspection. Read FAQ for more information.

Please note, the buyer is responsible for paying return shipping costs. Shipping costs are non-refundable. A trackable shipping service is recommended. Without proof of return, we cannot guarantee that we will receive your returned item.

General safety instructions for real neon products

 

  1. All products must only be used as intended in accordance with the operating instructions provided with the product.
  2. Do not carry the product by the cables or pull DC adapter cables to remove the plug from the socket.
  3. Electric shock hazard: if the DC adapter cable, plug and/or switch become damaged DO NOT continue to use! Contact customer support for a replacement.
  4. If the product stops unexpectedly or appears to malfunction, switch off the power supply, unplug from the socket and stop using immediately. Contact customer support.
  5. Switch off the power supply when not in use, before cleaning, installing, and changing accessories.
  6. Avoid positioning the product where the power cable might be accidentally trapped or damaged.
  7. Keep the products away from sources of heat, sharp objects, or anything that may cause damage.
  8. This product has not been designed for use by children. Keep all real neon products (those with glass parts) away from reach of children.
  9. Children should be closely supervised at all times when they are near any electrical product.
  10. To protect against electrical shock, never allow the product or parts of to come into contact with water or any other liquid.
  11. Always ensure that hands are dry before operating or adjusting any switch, cable or connection on the product.
  12. When applicable, never insert batteries improperly. Do not mix old with used batteries together. Always insert batteries in the correct and indicated position, never place batteries with the same polarity sides touching each other. Improper use of batteries may cause the connecting terminals to be short-circuited.
  13. Do not use outdoors. These products have been designed for domestic indoor use only.

GLASS NEON WARNING (excludes LED neon): Each neon light style has a unique neon tube and base combination. Only use the matching base with correct neon tube, never swap the base. If the product does not function properly contact customer support. The neon light source is non-replaceable, if the glass is broken, the light cannot be repaired and must be discarded.

CONTACTS

Blogger/social media collaborations or featuring our products in media guides?

We would love to hear from you!

For blogger, instagram, or facebook collaborations: please note we work with collabs that fit our brand image and guidelines. We have a min req. of followers/engagements and require images to be provided, consistent with our marketing goals and guidelines. We do not pay for collabs, please do not solicit our media team, you may not receive a response.

For product samples and general social media collaborations:

  1. Email media@ampedandco.com with subject line: (your company or name) + MY CINEMA LIGHTBOX feature
  2. Details of the proposed project, and date of feature
  3. Products interested in, samples required

Thank you for helping to make our products a trend in North America!

Product features, gift guides, general PR

For gift guides, PR related press and traditional media coverage please address your email to Shaeleigh at media@ampedandco.com

Wholesale and distribution

We would love to to add you to our growing list of retailers! Please fill out our wholesale request form.