Lux Signage Co
Have questions? Help is here.
Whether your item arrived damaged or you need installation support, our team of specialists is ready to assist.
Contact Customer Support by email to submit design files, share permit criteria, or receive prompt answers to your questions.
Call or Text
Prefer to talk? Call or text our team for urgent questions, design approvals, or installation check-ins.
FASTEST
Opening Hours
Located in Santa Barbara, California, our Customer Service & Design Center is your hub for consultations, design reviews, and prompt order support.
Monday - Friday: 8 AM - 5 PM (PST)
Saturday: 10 AM - 4 PM (PST)
Sunday: CLOSED
Saturday: 10 AM - 4 PM (PST)
Sunday: CLOSED
CUSTOMER SERVICE
Need help finding the right style?
Get tailored advice from our signage pros. Our team is ready to bring your sign to life.
Custom Sign Quote Form.
Tell us what you need, share measurements and files, and we’ll respond with pricing and timeline within 24 hours on business days.
Report a Problem.
Report an issue with your order—including sign damage, damaged packaging, missing hardware, or items not as described—and we’ll follow up promptly.
Frequently Asked Questions
Quick answers to sizing, permits, installation, lead times, and warranties—everything you need before you order.
Orders & Production
What are your typical production lead times?
After final proof approval and payment, typical production times are 4–7 business days for LED Neon, 7–10 days for back-lit acrylic, and 10–14 days for other styles, with shipping (4–5 business days) counted separately. Because each piece is custom and hand-crafted, these timelines are estimates—not guarantees—and may vary with complexity, approvals, materials, holidays, and carrier factors outside our control.
Do I get proofs before you fabricate?
Yes—every project includes a digital proof, plus mock-ups and 3D renderings showing dimensions, materials/finish, colors, and mounting details. Purchase of the sign constitutes explicit confirmation of all design aspects and specifications.
What artwork files do you accept?
Vector files (.AI, .EPS, .SVG, high-res PDF) are preferred. Include fonts or outline them and specify Pantone colors if needed.
Can I change or cancel my order after approval?
Because our signs are custom and made to order, changes or cancellations after proof approval may not be possible. If feasible, change fees will apply for any materials/labor already incurred.
Where are your signs made and how do you ensure quality?
We work with partner manufacturers worldwide under standardized QC procedures and strict material specs (e.g., shatter-resistant acrylic, 304 stainless steel, aluminum, UL-listed components). Each job passes inspection before shipping.
Shipping & Delivery
Which carriers do you use and how long does shipping take?
We ship with DHL, FedEx, or UPS. Average transit is 4–5 business days after dispatch (production lead times are separate). You’ll receive tracking when your order ships.
Are you liable for shipping delays?
We monitor every shipment, but carrier delays (weather, customs, operational issues) are outside our control and liability. Delivery dates are estimates, not guarantees.
Is my order insured, and what if it arrives damaged?
Every shipment is fully insured. While damages are rare, please report within 48 hours with photos of the packaging and product so we can file a claim and send replacement parts or a remake promptly.
Can I change the address or delivery options after shipping?
Once in transit, changes (address corrections, holds, signature releases) must be made directly with the carrier and may affect timing. We’ll provide the details you need.
Do you ship in multiple boxes or crates?
Yes—larger orders may ship in separate boxes or a crate with multiple tracking numbers. High-value or oversized crates may require a signature upon delivery.
Installation & Technical Support
What mounting options do you provide?
Common methods include stud-mount, raceway, or flush interior mounting (VHB + silicone). We’ll recommend a method based on your wall type, sign weight, and local code.
Do illuminated signs require a licensed electrician?
Yes. Illuminated signs typically use Class 2, 12 V DC drivers and must be hard-wired by a licensed electrician per NEC 600 and local requirements. We supply driver sizing and a wiring diagram.
What’s included to help with installation?
Most orders include a paper drilling template, mounting hardware suited to the approved method, and basic instructions. For complex installs, we offer remote support.
Can you advise on permits and code compliance?
We can prepare permit-ready drawings or file as your agent where available. Local rules vary (size, projection, lighting, engineering). We’ll outline what applies to your site.
Where do safety labels go (UL/ETL), and can they be hidden?
Safety labels are required for illuminated signs. When allowed by the authority having jurisdiction, we place them on a non-visible surface (e.g., power-supply housing/raceway) so the installation remains clean yet compliant.
Returns, Warranty & Claims
Are custom signs refundable?
Because every sign is custom and hand-crafted, all sales are final. We prioritize your satisfaction and will address post-production issues, but refunds/partial refunds aren’t guaranteed.
What does your warranty cover?
We warrant materials and workmanship for defects under normal use. Covered remedies typically include repair, replacement parts, or a remake at our discretion. Normal wear, improper installation, and misuse aren’t covered.
How do I submit a damage or defect claim?
Email photos, your order number, and a brief description within 48 hours of delivery (shipping damage) or promptly upon discovery (defects). We’ll review and coordinate replacements quickly.
Can I request a partial credit for installation overages or field issues?
We handle these case by case. For damaged or defective components, our remedies are replacement or a partial refund proportional to the issue’s severity; labor overages or field-time costs are not guaranteed but may be considered as a goodwill adjustment when appropriate (issues caused by improper installation or conditions outside our control are excluded).
What if I need replacement parts later?
We stock or can fabricate replacement faces, modules, or hardware for most models. Share your order number and photos, and we’ll quote the parts and lead time.
CUSTOMER SERVICE
Questions with installation or permit?
Get tailored advice from our signage pros. Our team is ready to bring your sign to life.
Illuminated Signage - Installation video
Step-by-step install in minutes—template setup, mounting hardware, and pro tips to get a clean, secure finish.
Installation - Quick Guides
Step-by-step install in minutes—template setup, mounting hardware, and pro tips to get a clean, secure finish.
Instructions for Channel Letters, Lightbox Signs, Marquee Letters, Acrylic Neon, Raceway Mounting, etc.
Instructions for 3D Non-illuminated Signs, Flat-cut Signs, Etched Plaque Signs, etc.
Lux Signage Co
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Products
Contact
Phone: (805) 321-1545
Email: support@luxsignage.co
Hours
Monday - Friday:
5 AM (PST) - 5 PM (PST)
Saturday - Sunday:
9 AM (PST) - 4 PM (PST)
Worldwide Service
Headquarters
Santa Barbara, California
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