FAQ

Our Customer Care hours are 9.00am - 5.00pm 

NEON Showroom is open 9.00am - 5.00pm 

NEON Warehouse hours are 8.30am - 4.00pm  

View a map of our  showroom location . 

We are proudly an Australian owned company and our mailing boxes are all Australian-made. All our print products are produced locally.


Our Postal, Premium Boxes, Protect collection, and Tape, threads and ribbon are produced offshore with our long-term suppliers to ensure the highest quality.

We specify all the internal dimensions of boxes and cartons by  Length x Width x Height.  

We also have size charts available on the product page for each box as a guide. If you’re not sure if one of our boxes will fit your product, we recommend ordering a sample first. Visit our  Get Samples  page and follow the steps to order your sample. 

All the dimensions we’ve specified for boxes, cartons, or mailers on our website are their  internal dimensions.

This way, you’ll be in the best position to decide if they’re suitable for your product. If you need to know the external dimensions, please contact the  NEON team  and we’ll be able to help. 

The packaging boxes in our collection are made from strong and  durable corrugated cardboard.

Our   Get Samples  page allows you to purchase one individual item to test out before you purchase a larger quantity. 

Boxes and Premium Boxes are sent flat packed at the time of delivery.

Compostable mailers are made from  bio based polymer (PBAT) and  plant materials such as regular  field corn and wheat straw (PLA). 

They are  water and liquid resistant, making them a great alternative to carboard mailing boxes for delivery of products that could get water-damaged during shipment.  

We make the process of ordering samples easy as! Visit our  Get Samples  page to order a sample. 

Our  compostable mailers have made it through the tests and carry the following certifications: 

  

Australia:

Home Compostable-

AS5810 (ABAP 20100) 

Commercially Compostable-

AS4736 (ABAP 10197) 

Our compostable mailers have a shelf life of  10 to 12 months.   

  

We recommend that you order enough compostable mailers for  3 - 5 months of shipments and reorder when you need to.  

  

To properly store the mailers so that you get the best out of these eco-friendly mailers:  

1. Store in a cool, dry and well-ventilated place  

2. Keep away from direct sunlight or moisture   

3. Store on pallets, not on the ground   

4. Keep between temperatures of -5 to 30 degrees Celsius   

5. Store at relative humidity between 50%-60%.   

Talk to our team  for advice on whether they will work for your products. Ease your mind by ordering a  sample  of our Compostable Postal Mailers in our available colours and sizes.  

Make it easy for your customers to compost these mailers in their own  compost pile or  garden organics bin. 

  

Here’s the best way to make sure the compost pile can break them down properly: 

1. Make sure any labels or external stickers have been removed from the mailer 

2. Cut them up into smaller pieces and place these in your compost pile 

After 90-120 days, they will begin to break down.  

Pass on to your customers that the best place for these compostable mailers is the compost pile or garden bin.  

Complimentary digital proofs will be sent to your email within 1-2 days for your approval before your custom item goes into production. It is only once approval is received, we will then proceed with production.

NEON will reproduce color from digital files as closely as possible, but may not exactly match color and density due to limitations in the proofing and printing process. A reasonable variation in color between original materials, proofs and the completed order, will be considered acceptable print quality. Due to image and file limitation for non-editable files (JPG, PNG & certain PDF) NEON will only be able to reproduce the sharpness and colours accordingly and will not be liable for poor quality printing due to low resolution images. You must provide all full color images in CMYK format or PMS format. NEON will not responsible for any color shift that occurs in conversions from RGB to CMYK color modes. We will use every effort to ensure that your product is produced to the highest quality standards, however, you need to know this does exist. Any colour info you need to communicate with us, please contact us.

Custom Premium Magnetic Gift Boxes

Turnaround time (design & production) is  5-7 days, plus 2-4 business days shipping time. Alternatively, you can select free pick up at our business address in Ingleburn, Sydney, NSW (Must arrange pick up time once collection is avaliable). If you need a rush order or bulk order greater than 100 units, please  contact us directly prior to purchasing.

Custom Tissue Paper

Turnaround time (design & production) is  25 working days, plus 2-4 business days shipping time. 

Custom Ribbon

Turnaround time (design & production) is  25 working days, plus 2-4 business days shipping time. 

Please note that if you order Custom Premium Magnetic Gift Boxes with Custom Tissue Paper or Custom Ribbon, we will not ship the order separately. The order will be dispatched once the total order is fulfilled. If you would prefer a split shipment of your order, please  contact us .

Can I order a sample of a custom item before I proceed with a custom order?

It's a bummer when things aren't quite right. Of course as noted in the proofing and print quality FAQ, we ensure to match your proof with the final product as closely as we can. If you feel there is something really not quite right about your order please contact usand we will work with you to find a resolution.

Once you have approved your artwork proof, unless faulty, you will not be entitled to a refund or return. Please ensure before confirming your proof that you wish to proceed with the order and the selected artwork. If you have not approved your proof and the order has not gone into production, we may be able to in some cases cancel and refund the order.

Can I order some samples first?

Can I see the products before I buy?

No.

We keep the minimum order number low, so whether you’re a business or a maker, you can place an order with us.

If you’re sending an order to a non-business shipping address, please note the conditions in our  Shipping Terms . 

Our  low minimum order quantities are visible on our website for each product. Whether you’re a maker or an established business, we’re here to help you flaunt your brand. 

Can I order a larger quantity than what you have on your website?

What if the product I want is out of stock?

We do our best to accommodate urgent orders. If your order is urgent, please call us on 1300 531 930 BEFORE placing your order and we can try to assist you with that—to the best of our team’s ability.   

  

For Sydney-based customers, you have the option of selecting to collect your order from our Sydney warehouse, ready and available within four hours after you’ve placed your order. See our  Shipping Terms  for more information.  

Yes!

They will be shipped together once your print product is ready. Please allow for a slightly longer timeframe to receive this order due to the time required for print production.

Once we receive approval of the artwork from you, print production can range from  7 – 11 business days. We’ll send your items together to keep your shipping costs down for you.   

Please see our  Shipping Terms  for dispatch and delivery timeframes. 

We’ll let you know once your order has shipped with a Shipment dispatch email.

It will include your order details and a consignment tracking number, so that you can track your order as soon as it leaves our warehouse.

You will receive a shipping confirmation email from NEON with the tracking number and link to check the status of your delivery.   

  

Our courier provider will also send parcel ‘Picked Up’, ‘Out for Delivery’, and ‘Delivered’ status updates to you. 

  

If you cannot locate your tracking number, please   contact us  and we’ll get that number to you. 

If products are damaged or faulty, please  contact us  immediately.    

  

If you collected your product from our warehouse or we delivered it to you and it was damaged upon receipt, please notify us in writing  within 7 days. We will require some photos of the damaged items before we can proceed with a replacement or refund.   

Once you’ve sent in the photos and notice of damage, we will either completely refund it or re-dispatch your order without an additional freight charge.   

If your products are not what you ordered, please  contact us  immediately.   

  

We will require some photo proof of the incorrect items before we can proceed with a replacement or refund. 

  

Once you’ve contacted us with your order number and the photos of the incorrect items that were delivered, we will either refund or re-dispatch your order immediately without an additional freight charge.  

We currently accept: 

Visa 

Mastercard 

American Express 

PayPal  

ZipPay Payment

We’re here for you whatever your business size. Our prices are as on our website — we do not charge any additional credit card fees.  

Due to the nature of our products returns and refunds will be processed at the discretion of the customer service team. Please contact us for any return/ refund requests.

We offer samples for customers to try before they purchase from us to ensure the packaging solutions are suitable before placing a bulk order. To order samples, please visit our  Get Samples  page.  

In the case that your return request is accepted, all returns need to be sent back to our warehouse at 6a Phiney Place, Ingleburn, NSW, 2565. Once the item/s have been returned and checked we will then issue a refund.

In the case that your order is returned and refunded, the refunded amount will be credited back to your chosen payment method. For more information on the refund timeline for that specific third party gateway, contact their support team directly.

For all custom orders, payment is required once your order/ artwork proof has been confirmed. We will not proceed with production until payment has been received.