All custom-designed and pre-designed items purchased from stevestoncreative.com (the "Site”), are handmade to order just for you! i.e. we do not carry pre-made, ready-to-ship inventory. As such, below are the respective turnaround options when placing an order with Steveston Creative:

Option 1: Standard order (2-4 week turnaround, including delivery from final approval, outsourced build) This is the default order method when a customer purchases a pre-designed or custom designed order is placed on our Site.

Option 2: Rush order (8-14 business days turnaround, including delivery from final approval, outsourced build). Rush orders are by request only when the customer selects this option on our Site when placing an order and agrees to the associated rush order fee. Rush order availability may vary during peak seasons due to high demand and increased shipping times.

Option 3: In-house order (4-6 week turnaround, including delivery from final approval, in-house build). Unlike our "Standard" and "Rush" order options that are outsourced to our trusted fabrication partners, our in-house orders are made on location at our studio in Victoria, BC, Canada. In-house order are subject to availability depending on our capacity at the time of order and are by written request only via email to info@stevestoncreative.com . In-house orders are also subject to a 10-20% mark-up on the standard cost; this should be taken into consideration when choosing an in-house build. 

(Note: fabrication and shipping times may vary during peak seasons, or during unforeseeable events, such as a global pandemic. Steveston Creative is not responsible for delayed shipping once the order has left our studio on time).

At Steveston Creative, we are so committed to getting your custom sign to you on time, that we offer a 100% money back guarantee in the highly unlikely case that your neon sign does not arrive on time for your event! You'll get to keep your sign, too, no questions asked! (Thankfully, we have never had to employ this guarantee since we have never been late, but it's there to show you how much confidence we have in our process!) 

If you need your sign quicker than our standard 2-4 week turnaround, we do have the ability to expedite the fabrication and shipping of your sign.

The best way to process a "Rush" order is by contacting us directly at info@stevestoncreative.com with the details of your order and noting that it is a RUSH ORDER in the subject line of your email. Our team will get back to you ASAP and let you know if a rush order is feasible in your requested timeline. The turnaround for our "Rush" order signs is 8-14 business days, including shipping from the date you approve the final design. 

IMPORTANT:  If you're in a time pinch, please enter your event date at check-out or email us at info@stevestoncreative.com along with your order number. Our team will get back to you and and confirm if your sign can be made and delivered in the requested time. If we don't think the sign can be delivered on time, we will let you know. (Where possible please allow a minimum of 4 weeks from your event date to give us the best chance to get your sign out on time)

Once an order for a custom-designed or pre-designed sign has been placed on our Site, a member of the Steveston Creative team will reach out to you with a final draft of your design for your review and approval before fabrication begins.

Orders can be cancelled up until the point that the final design has been approved by you. Once a final approval has been made, the sign is sent into fabrication right away. As such, an order can no longer be cancelled after the final approval as the materials will have already been cut for the project and fabrication on your sign has begun.

To ensure you get exactly what you are expecting from your custom sign, Steveston Creative will always send a final design for your approval via email before fabrication of your sign gets underway.

If you have designed your own custom sign using our Site and noticed a mistake that needs correcting, please get in touch with us via email at info@stevestoncreative.com within 24 hours of your order being placed. Please include your order number and details of the changes you would like to make in your email. Once you have approved the final design we send over, changes are no longer possible as our signs go straight into production folllowing your final approval.

We understand that sometimes you may want to add more Steveston Creative goodies to your order, however once an order is submitted, we’re unable to add more items to that same order – even if it’s still processing. If you would like to purchase more items from our Site, we recommend placing a separate order to ensure everything arrives on time.

We currently accept credit card, PayPal, Apple Pay, Google Pay, ShopPay, and gift vouchers.

On the rare occasion you may experience difficulties on our Site that are out of our control, we recommend the following tips: 

• Clear your cache and any cookies from your browser.
• Try a different web browser - using Google Chrome or Mozilla Firefox are the easiest to browse and shop on most websites, including ours.
• If you have an account, log in/log out of your account again.
• Try using a different device (sometimes using a desktop may help).

If you continue to experience any issues, please don’t hesitate to contact us at info@stevestoncreative.com and we will find an alternative solution to help you place your order.

To better serve the needs of our valued customers worldwide, Steveston Creative has fabrication studios in both Canada (in-house) and China (outsourced).

Steveston Creative is one of the very few LED Neon vendors that has the knowledge, skillset, and equipment to produce signs in-house aswell as having the ability to outsource the signs to meet high demand and quick turnaround times.

The quality of our in-house Vs. outsourced builds are identical in all ways. We have a rigorous quality assurance proccess to ensure the signs produced in both locations are of identical, exceptionally high quality. Since starting Steveston Creative in 2019, we have never receved a complaint about the quality of either option, and we have never received a report of a sign malfunctioning.

As a standard, all signs purchased on this Site (either pre-designed or custom designed) will be made and shipped from our fabrication studio in China.

In-house orders are by request via email only and are subject to availability at the time of the request. To request an in-house build, customers must email info@stevestoncreative.com. If our team has the capacity to accept an in-house build our team will work with you to process your order. Please note that the cost of an in-house build is higher than an outsrouced build; this should be taken into consideration.

Depending on your location and which of our locations your sign is shipped from, your sign may be subject to import duties when it enters your country. Import duties typically range from $30 - $50 CAD but can vary depending on the value of your sign and your location. Steveston Creative does not have any bearing on the amount of duties charged.

Yes! We offer FREE worldwide shipping for orders over $445 CAD. Steveston Creative works directly with our trusted courier partners to offer you the best shipping rates world-wide! Check out our shipping rates beloww:

Destination - Rate

Canada - Free standard shipping on orders over $445 CAD and a flat rate of $50 CAD on orders under $445 CAD

US - Free standard shipping on orders over $445 CAD and a flat rate of $50 CAD on orders under $445 CAD

Rest of the world - Free standard shipping on orders over $445 CAD and a flat rate of $50 CAD on orders under $445 CAD.

As a global company, Steveston Creative ships worldwide via one of our trusted shipping partners (DHL, FedEx, UPS, TNT). The shipping partner selected for your sign will depend on your location and which of our locations the sign is shipped from.

Once your order has been dispatched from one of our fabrication studios, you will receive a tracking number from our shipping partner via email and/or text message. Please contact info@stevestoncreative.com if you have any trouble with this tracking information. Please note: Steveston Creative is not responsible for any delays in shipping or customs once it have left our studio on time. If you manually make any changes to the requested delivery date, location, or your contact informantion, Steveston Creative does not bear any responsibitly for these changes.

Your Steveston Creative order will arrive between 2-4 weeks for standard orders and 8-14 business days for rush orders.

If you are still waiting for your order or believe part of your order may be missing, please first contact the courier with your tracking number for an update.

If the courier is unable to assist with the location of your order, please email us at info@stevestoncreative.com with your query and we can review the case on our end and work with you to resolve the issue.

If you purchased multiple items in your order, it may be delivered in separate deliveries over a couple of days depending on your courier. Also, large signs (typically over 48" wide) may be shipped in separate pieces to reduce the chances of damage during transit and/or when installing your sign.

Before contacting Steveston Creative, please first contact the courier with your tracking number for an update. If the courier is unable to assist, please contact us via email at info @stevestoncreative.com and our team will assist you with your query.

Our team works incredibly hard to ensure your signs are well packaged up to get safely from our door to yours.

Even with all our best efforts, sometimes packages get banged around a little more that you or we would like... Rest assured, we'll do everything we can to make it right!

In the unlikely event that your custom signs arrives damaged, faulty, with missing pieces, or you are not happy with the fabrication quality, please contact us via email at info@stevestoncreative.com within 48 hours or receiving your sign.

In your email, please provide images/videos of the sign, the box, the shipping label and your comments about why you are not satisfied with the product. A member of our team will review your claim and if we deem the claim to be legitimate, a brand new sign will be fabricated and shipped to you at no cost. Steveston Creative has the right to decide the best course of action for a damaged/missing sign on a case by case basis.

Steveston Creative has fabrication studios in both Canada and China to better serve our customers worldwide and to meet the high demand for our work.

Unless an in-house build is specifically requested via email to info@stevestoncreative.com, all orders placed on our Site (either custom-designed or pre-designed) will be made and shipped from our . fabrication studio in China.

Depending on your location and which of our locations your sign is shipped from, your sign may be subject to import duties when it enters your country. The typical amount for import duties is between $30 - $50 CAD per sign, but Steveston Creative does not have any control of this amount.

Unless otherwise stated, it is the customer’s responsibility to pay any overseas customs duties, foreign taxes or other fees that may be imposed. For more information on taxes, duties and customs regulations please contact your local customs office directly.

If you decide not to pay for the customs fee, the parcel will eventually be returned to us. Please note, this will void your ‘100% money back’ on-time guarantee.

Orders returned to our warehouse due to unpaid customs duties/foreign taxes will be re-sent to the customer at their expense. Refunds and cancellations will not be made due to a customer’s non-payment of any relevant customs duties, foreign taxes, or other fees.

Every LED neon sign purchased on our Site (custom or pre-designed) is handmade to order, especially for you i.e. we do not carry pre-made, ready-to-ship inventory.

Due to the highly custom nature of our products (even the pre-designed products), we are unable to offer change-of-mind returns or exchanges. All sales placed on our Site are final.

We are unable to process refunds on gift cards.

Steveston Creative takes pride in the quality of the materials we use and the work we put out. To-date, we have never recieved a complaint about the quality of our signs and we trust that will be your experiecne, too.

In the unlikely event that your custom signs arrives damaged, faulty, with missing pieces, or you are not happy with the fabrication quality, please contact us via email at info@stevestoncreative.com within 48 hours or receiving your sign.

In your email, please provide images/videos of the sign, the box, the shipping label and your comments about why you are not satisfied with the product. A member of our team will review your claim and if we deem the claim to be legitimate, a brand new sign will be fabricated and shipped to you at no cost. 

If you need any more help whatsoever, please don't hesitate to contact our team via email at info@stevestoncreative.com.

We totally understand that can be frustrating; we've all been there at some point! Here's what we can do for you:

If you happen to make a purchase on our Site within 48 hours before a sale begins and the sale price is cheaper than what you paid, we will offer you the difference as a gift card towards a future product. The gift card will have a 12 months expiry and cannot be transferred to another customer.

Beyond that, all promotional discounts and/or sales are for future orders and cannot be used retroactively.

At Steveston Creative, we pride ourselves on producing the highest quality LED Neon signs. Since starting Steveston Creative in 2019, we have never recieved a complaint about the quality of our signs, or any reports having a sign not work as expected.

All our items are quality checked and time tested for 24-72 hours before they are carefully packaged and sent to you.

In the unlikely event that your custom signs arrives damaged, faulty, with missing pieces, or you are not happy with the fabrication quality, please contact us via email at info@stevestoncreative.com within 48 hours or receiving your sign.

In your email, please provide images/videos of the sign, the box, the shipping label and your comments about why you are not satisfied with the product. A member of our team will review your claim and if we deem the claim to be legitimate, a brand new sign will be fabricated and shipped to you at no cost. 

If you need any more help whatsoever, please don't hesitate to contact our team via email at info@stevestoncreative.com.

Absolutely! Steveston Creative products are of the highest quality on the market. We are so confident in the quality and longeviety of our signs that we offer an unmatched 36-month (3 year) manufacturer’s warranty – that's TRIPLE the industry standard of 12 months. Please note, our manufacturer’s warranty covers all electrical components, when used appropriately indoors.  

In the unlikely event that you need to act on the warranty for your sign, Steveston Creative will either fix, replace or refund the product. Steveston Creative reserves the right to select the most appropriate actions to fulfil the warranty.

If you have chosen to have your sign installed and/or hard wired to a building (rather than plugging it into a standard outlet as recommended), Steveston Creative takes no responsibility for any costs incurred due to uninstalling and/or re-installing your sign. If your sign has been hardwired in by an electrician it automatically voids the 36 month warranty noted here.

Please contact info@stevestoncreative.com for all warranty queries.