Please be advised that we cannot ship any merchandise to PO Box addresses.
NEO Electric offers FREE SHIPPING on selected items able to ship via UPS or Federal Express Ground, and during some promotional periods for orders that are $250.00 or greater. This Free Shipping Offer is applicable only to orders shipping to the 48 continental United States. Actual shipping costs will be incurred for orders shipping to Alaska, Hawaii or Puerto Rico. Please call our store at 800-288-3227 for a shipping quote to these areas.
Orders less than our Free Shipping limit will incur a standard processing and handling charge of $10.00. Orders cannot be combined for the purposes of this free shipping offer.
Large items, such as large foyer chandeliers and torchiere floor lamps, may ship via truck freight. Orders containing items that must ship via truck freight will incur a $65 surcharge for each item that must ship via freight. Items that must ship via truck freight are marked as such on the individual product pages of this site, and are determined by the manufacturers' submitted carton dimensions and shipping weight.
Items shipped via truck freight are delivered to curbside or driveway only. Most carries will contact you to set up a delivery time, usually a 2-4 hour appointment window during business hours. As such, it is the customer's responsibility to provide an accurate contact phone number for the delivery address.
If you require special assistance with a Truck Freight delivery, additional services like inside delivery and lift gate are available at an additional charge. Please contact a store associate at 800-288-3227 for a quote on these services.
At the time of delivery, the driver will require that you inspect the condition of the shipment and sign the delivery receipt. Be sure to note on the receipt ANY and ALL visible damage to the packaging of your item(s). Noting the condition of the delivery is the responsibility of the customer - not the driver.
If the carrier is unable to contact the customer, the customer will then be responsible for any storage fees or freight charges back to the shipper. See our Return Policies for full details.
At the discretion of our store, professionally trained and experienced personnel from NEO Electric will deliver merchandise free of charge to customers deemed to be within the trading area of NEO Electric. Delivery by our store will be scheduled by appointment only. NEO Electric delivery does not include inside delivery or any installation services. We strongly suggest hiring a licensed electrical contractor for all lighting installations.
A customer may choose to make a purchase placed online available for pickup at our store. If you wish to pick up your purchase, we will contact you via phone or email when your product is ready for your visit. Orders that are arranged to be picked up will be charged in full once the merchandise arrives at the showroom - not when it is picked up.
NEO Electric strives to provide its customers with the most accurate information on product availability using the tools and resources made available by the manufacturers we represent.
The lead times that are posted on the individual product pages are estimates only. These times are estimated based on the assumption that the item in question is currently in stock with the manufacturer and on the manufacturer's typical speed at which orders are processed and shipped.
If your purchase or project is time sensitive, it is strongly suggested that you contact a store associate at 800-288-3227 to inquire about expedited shipping services.
NEO Electric is not responsible for any costs associated with shipment delays. We strongly suggest that any professional services required to install your product(s) not be scheduled until your order has arrived and been inspected.
While every effort is made to ensure that the content of this website is accurate, the website is provided "as is" and NEO Electric makes no representations or warranties in relation to the accuracy or completeness of the information found on it.
In no event will NEO Electric be liable for any incidental, indirect, consequential or special damages of any kind, or any damages whatsoever, including, without limitation, those resulting from loss of profit, loss of contracts, goodwill, data, information, income, anticipated savings or business relationships, whether or not advised of the possibility of such damage, arising out of or in connection with the use of this website.
At NEO Electric, we want you to be 100% satisfied with your purchase, and exactly what you want. Our sincere goal is to provide an enjoyable shopping experience that encourages you to shop with us for years to come.
On the occasion that you receive a product that you just don't like or that doesn't match your dÃ©cor, our experienced customer service staff is just a phone call away and will guide you through our easy return policy.
If you would like to return an item that is in new condition with original packaging, you may return the product within 30 days of purchase.
Customers who place orders online are responsible for the accuracy of their product selection and information entered. Customers who place orders by phone or in-store must review their receipt for accuracy within 24 hours.
NEO Electric sells some products that are built-to-order. These items are non-returnable and non-cancellable once the order has been placed. Please refer to a store associate regarding a particular item's ability to be returned.
Note: If your product has arrived damaged or doesn't work properly, please refer to the "Damaged & Defective Goods Policy" below.
To begin the return process, please call our store and speak with one of our sales associates.
In most cases we will email you a Return Goods Authorization (RGA) number to return product along with return instructions.
Ship the item to the warehouse address listed on the return authorization.
Below are the keys to a successful return:
You will have 14 days in which to return the product from the date that we receive approval from the manufacturer. After 14 days, the Return Authorization will expire and no replacements or refunds will be given.
In the event that a return becomes damaged on its way back to the return destination, we will inform you via email or phone that the item was received damaged and hold the product for up to 15 days. It is the customer's responsibility to file a claim with the shipping carrier and instruct us concerning what to do with the damaged product. If we have not received notification or response from the customer within 14 days, the item will be donated or destroyed.
Once the returned item has been received and verified to have all original contents and packaging and confirmed to be free of damage, the refund credit process will begin.
Customers will be refunded via the same method in which the item was purchased or via check from NEO Electric. Refunds via check are typically issued within 7 business days of final approval.
Items returned without the proper RGA# or sent to the wrong warehouse are subject to an automatic 50% restocking fee or complete forfeiture of your refund. If credit is to be given, it will be by store credit only. Please read your return instructions carefully to avoid delays and unnecessary expenses.
Please do not request a charge back from your credit card company during the return process. Due to the time it takes to resolve charge back disputes, it is usually better to be patient and wait for the return process to run its course. If a charge back has been submitted, we will not be able to credit you for your return until the charge back mediation process has been completed. This process can take up to 180 days.
Items not eligible for returns/credit include:
We understand that a product may get damaged in transit or, on occasion, there may be a manufacturer product defect. Rest assured, we will stand by you during this process and make sure we do everything we can to bring it to a satisfying and timely conclusion â€“ at no expense to you. For us to offer this level of service, however, we need a little help from the customer in the form of a detailed product inspection immediately upon delivery. This will make things much easier if you decide to return the item.
For smaller UPS or FedEx deliveries that are damaged in transit, instead of refusing the package, please contact our store immediately. If damages are reported within 7 days for UPS or FedEx deliveries, we can file a claim on behalf of the customer and work to quickly resolve it. Please be aware that replacements or refunds can be hindered or denied if the customer fails to notify NEO Electric of defective or damaged merchandise within two business days of receipt.
Immediate inspection is especially important when receiving large items (such as a chandelier, large pendant, or glass items) from LTL, White Glove and common freight carriers. In this case, it is important to notate any damage on the bill of lading or receipt when you sign for the delivery, even if the package appears only slightly damaged.
Customers who sign for delivery and do not notate "damage" assume responsibility if merchandise is damaged. If the product itself appears significantly damaged, you may refuse delivery. Please notify our store of refusal so we can anticipate the return and send out a new item.
NEO Electric will repair or replace the damaged or defective goods for no additional charge. If a return is desired instead of replacement, the "Standard Return Policy" above applies and there may be a restocking fee and our initial shipping and handling costs will be deducted from the credit.
Failure to follow return procedure for the damaged item may result in a charge for the free replacement item.
Returned items that are found to be in working condition or shipped as ordered may not be eligible for a refund. In such a case NEO Electric will email you for your decision on whether to ship the item back to you at your expense or be refunded with a 50% restocking fee and store credit.
If you would like to cancel an order that has not shipped from our store or the manufacturer, simply contact one of our sales associates at 800-288-3227. Then, we will submit a request to the manufacturer for cancellation. Shortly after, you will receive an email acknowledging your cancellation request followed by another email either confirming the cancellation or stating that we were unable to cancel. Please allow up to 24 hours for confirmation of cancellation.
Please be aware that some items may have already shipped from our store or the manufacturer and be in route for final delivery to you. In such a case, cancellation fees may apply.
Once an order has already shipped, it cannot be cancelled, rerouted or redirected. If you would like to return the item, you will need to follow the "Standard Return Policy". Do not refuse the delivery of non-damaged goods as this will result in up to a 50% restocking fee. A delivery refusal may also result in the loss of your product and may void any possibility of a refund. You may also be charged for roundtrip shipping costs.
Some items that are custom made or built-to-order cannot be cancelled.
If you are cancelling an order due to backorder, we recommend you first call our store to verify the accuracy of the date before making your final decision. There are times when manufacturers have stated items as backordered, only to find that they have already shipped or are going out the next day. On the other hand, if the item is truly unavailable for an extended period, we sincerely apologize for the delay.
Please note that since a cancellation request is time sensitive, please do not email or leave voice messages regarding your intention as it may slow the process down. It is important that you get a hold of a store associate directly at 800-288-3227.
Your privacy is important to NEO Electric. This privacy statement provides information about the personal information that NEO Electric's online catalog and commerce system collects, and the ways in which NEO Electric uses that personal information.
NEO Electric may collect and use the following kinds of personal information:
NEO Electric may use your personal information to:
Where NEO Electric discloses your personal information to its agents or sub-contractors for these purposes, the agent or sub-contractor in question will be obligated to use that personal information in accordance with the terms of this privacy statement.
In addition to the disclosures reasonably necessary for the purposes identified elsewhere above, NEO Electric may disclose your personal information to the extent that it is required to do so by law, in connection with any legal proceedings or prospective legal proceedings, and in order to establish, exercise or defend its legal rights.
NEO Electric will take reasonable technical and organizational precautions to prevent the loss, misuse or alteration of your personal information.
NEO Electric will store all the personal information you provide on its secure servers.
Information relating to electronic transactions entered into via this website will be protected by encryption technology.
You agree to such cross-border transfers of personal information.
You should check this page occasionally to ensure you are familiar with any changes.
This website contains links to other websites.
NEO Electric is not responsible for the privacy policies or practices of any third party.
Contact NEO Electric
10621 Grant St.
Chardon, Ohio 44024