Terms and Conditions

By continuing to browse, and use NEON eCommerce Packaging's website, this signifies that you are agreeing to comply with and be bound by the following terms and conditions of use. The terms of use and privacy policy as outlined govern NEON eCommerce Packaging’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please cease from using NEON eCommerce Packaging’s website.

The term NEON eCommerce Packaging or ‘us’ or ‘we’ refers to the owner of the website whose registered name is NEON Packaging Pty Ltd. Our registered office is located at 34 Mt Erin Rd, Campbelltown, Sydney 2560, NSW, Australia. Our ABN is 53 643 660413. The term ‘you’ refers to the user or viewer of our website.

By agreeing to use this website, you are agreeing to the following terms of use:

NEON eCommerce Packaging and any third party involved with this site does not agree to provide any form of warranty or guarantee towards the accuracy, timeliness, performance, completeness or suitability of any of the information and materials found or offered on this website. You agree that any information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

It is at your own individual risk when using any information and material you find on this site and NEON eCommerce Packaging shall not be liable for any consequences. It is at your own responsibility to ensure that any products, services or information found through this website meet your specific requirements

The contents on this website is directly owned or licensed by NEON eCommerce Packaging. Such content and material includes, but is not limited to, the design, layout, look, appearance and graphics. With accordance to the copyright notice, reproduction is strictly prohibited and forms part of these terms and conditions.

All trademarks that have not been reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.

If by any means, unauthorised use of NEON eCommerce Packaging's website may give rise to a claim for damages and/or be a criminal offence.

This website may also provide external links to third party website. This has been provided for your convenience to provide further information. What is represented on third party websites do not do not signify the elements we endorse with NEON eCommerce Packaging. We obtain no responsibility for the content of the third party linked website(s).

Your use of this website in any shape or form and any dispute arising out of such use of the website is subject to the laws of Australia.

NEON eCommerce Packaging does not guarantee delivery times and will not be held responsible for any damages that may arise as a result of any delays in transport.

Privacy Policy

This privacy policy details how NEON uses, intends to use, and protect information you provide when you use this website.

NEON is committed to ensuring that your privacy is protected. Any information requested from you by NEON will only be used in accordance with the following privacy statement.

Personal information will be collected for the purpose of providing and administering personalised services to their customers, such as digital marketing and other business support functions. By choosing not to allow NEON to use your personal information, we may not be able to provide you access to the product marketplace where you may purchase products from.

What We Collect

We may collect the following information:

Name and job title
Contact information including email address
Demographic information such as postcode, preferences and interests
Other information relevant to customer surveys and/or offers
Information on what pages consumers access or visit
Information regarding specific purchases made online is also collected

What we do with the information we gather:

All information will be held for internal record keeping and to help us improve our products and services where applicable.

We may contact you with information regarding purchases you have made with us.

We may contact you with promotional materials, such as post-purchase follow up emails, to improve your experience with NEON. These will be sent to the email address nominated at checkout, or through our email subscription sign up form.

Other marketing materials may be emailed to you with new product information or availabilities where applicable.

Details provided to NEON may be used to customise the website according to your preferences or interests.

NEON’s Privacy Policy is subject to change at any time, so we encourage you to review it regularly. By continuing to use NEON eCommerce Packaging's services after a policy update, you have agreed to the new policy.

NEON takes the security of your personal information seriously. We will take all feasible steps to protect your personal information from misuse, loss or unauthorised access, modification, or disclosure. NEON implements the following to protect your information:

Password protected databases
System firewalls
Staff training

Individuals should be aware of the inherent risks associated with sharing data through the internet. NEON cannot provide any guarantee that all transmissions are completely secure, however our policies and protections are in place to reduce this risk to the best of our ability.

If you have previously agreed to us using your personal information for direct marketing purposes, you may contact us at any time to change your preferences.

NEON will not sell, distribute, or lease your personal information to any third party without your consent or are required by law to do so.

If you believe any information you have provided is incorrect or incomplete, you may contact us at any time to update your preferences.

How We Use Cookies

NEON may collect information from cookies, web beacons, and similar technologies.

If you accept cookies, a small file will be downloaded to your computer that will allow us to customise our site to your personal preferences or interests by gathering relevant data.

You may reject or remove cookies at any time by adjusting the settings in your web browser. Please note that doing so may negatively impact your experience with the NEON website.

Our cookies are used for the express purpose of providing you a smooth and consistent experience on our site or apps. Your cookie information is considered personal information and will be protected the same way as other personal data. We may track webpage traffic data for analysis.

Cookies will be used for remarketing purposes through Google advertising services. This ensures that products are shown and marketed only to interested parties.

External Links

The NEON website may contain links to external websites. If you choose to access the link and leave the NEON website, you acknowledge that we have no control over the third-party site. You will need to read and accept their privacy policy. We are not responsible for the protection and control of your data on any third-party sites.

Returns & Refunds

We stand behind the quality of our products. If there is an issue with your order, please contact us promptly so we can resolve it.

1. Return Eligibility & Conditions

You may return most products purchased from us within 30 days from the date of delivery for a refund or exchange. To be eligible for a return:

Items must be unused, undamaged, and in original condition with all packaging intact.
You must provide proof of purchase (order number or receipt).
Custom printed or personalised products are generally not eligible for return unless faulty.

2. Non-Refundable Items

Refunds are not available for:

Custom-made or printed packaging
Incorrect orders placed by the customer
Change of mind after dispatch
Clearance items (unless faulty)
Found cheaper alternatives elsewhere
Damage due to misuse of the item
Delayed delivery by courier partners

3. How to Initiate a Return

To start a return:

Contact us at:
Email: info@neonpackaging.com.au
Phone: 1300 531 930
Provide your order number, reason for return, photos and videos if the item is damaged or incorrect.
We will provide you with a return authorization and instructions.

Returns must be sent to the address provided in your return authorization. You are responsible for return postage unless the item is defective or we made an error.

4. Return Timeframe

You must ship the item back to us within 14 days after return authorization. If we do not receive the item within that window, your return may be refused.

5. Return Shipping & Fees

Customer return fees: You are responsible for return shipping costs unless the item is defective or we shipped the wrong product.
We recommend tracking your return shipment — we are not responsible for lost packages.

6. Refund Process

Once we receive and inspect your return:

Approved refunds are processed within 7–10 business days.
Refunds are issued to the original method of payment.
Shipping costs are not refundable unless required by law or due to our error.

You will be notified by email when your return has been processed.

7. Exchanges

If you need a replacement item:

Contact us first to confirm availability.
Exchanges follow the same process as returns — send back the original item, then place a new order (or we can help you with this).

8. Returns for Faulty or Damaged Items

If your item arrives faulty, damaged, or not as described:

Contact us within 7 days of delivery.
Provide photos & videos of the damage or defect.
We will cover return shipping and supply a replacement or refund.

9. Consumer Rights

NEON eCommerce Packaging adheres to the Competition and Consumer Act 2010 and provides exchanges and returns as required under this legislation.

If an order is cancelled prior to dispatch, a 20% administration and processing fee applies, and store credit will be issued.

No refunds can be issued for custom‑printed or custom‑manufactured orders, as these items are produced specifically for each customer.

If you have any questions about our return or refund policy, please fill out the form on the contact us page.

Working Hours

What are your hours and days of operation?

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 our showroom location.

Product Information

Are your products Australian-made?

We are proudly an Australian owned company and our mailing boxes are all Australian-made.

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

How do I know if a box will fit my product?

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.

Are the dimensions listed internal or external dimensions of the product?

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

If you need to know the external dimensions, please contact the NEON team and we’ll be able to help.

How do I know if your boxes are sturdy enough for my product?

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.

Are your boxes and cartons delivered flat-packed?

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

What are our compostable mailers made of?

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 cardboard mailing boxes for delivery of products that could get water-damaged during shipment.

How can I sample NEON compostable mailers?

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

How do I know which mailers are compostable?

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)

How should I store compostable mailers?

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.

How do I compost NEON compostable mailers?

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.

Custom Packaging

Do I get an artwork proof prior to production of my order?

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.

Can you tell me more about proofing and print quality?

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.

What is the lead time on custom products?

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?

I've received my custom order and something's not quite right. What can I do?

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 us and we will work with you to find a resolution.

I no longer need my custom order or have a change of mind once after the custom items have gone into production?

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.

Sample Service

Can I order some samples first?

Yes, you can order samples before placing a full order. Please note that some of our packaging products have minimum order quantities (MOQ), so sample availability may vary. We recommend contacting our team to confirm eligibility, pricing, and lead times. We’re happy to help you find the best option before committing to a larger order.

Showroom

Can I see the products before I buy?

Yes, you’re welcome to see our packaging products before placing an order. Visit our showroom at 34 Mt Erin Rd, Campbelltown, Sydney NSW 2560, Australia, where you can explore our premium packaging range in person. Our showroom is open Monday to Friday from 9:00am to 4:30pm, with Saturday visits available by appointment. We are closed on Sundays. Order pick-up is also available for your convenience.

Ordering

Do I need to be a business to order?

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.

Is there a minimum order quantity?

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?

What if my order is urgent?

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.

If I order a printed product and a packaging item available now, will these be shipped together?

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.

Delivery

How long will it take to dispatch and deliver my order?

Please see our Shipping Terms for dispatch and delivery timeframes.

How will I know when my order has been shipped?

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.

How can I track my order?

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

My products have arrived damaged, what can I do?

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.

The product I received is not what I ordered.

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.

Payment

What are your accepted payment methods?

We currently accept:

Visa
Mastercard
American Express
PayPal
ZipPay

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.

Returns/Refunds

Do you accept returns/refunds for change of mind?

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 34 Mt Erin Rd, Campbelltown, Sydney 2560, NSW, Australia. 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.

What are the payment requirements for custom orders?

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.