These policies apply to custom apparel, hats, embroidery, screen printing, patches, artwork, and related products and services purchased from The Neon Moon Hat Company, doing business as Neon Moon Hat Co. (“Neon Moon,” “we,” “us,” or “our”). By paying the full order amount, or by accepting written order terms under an approved account, the customer accepts the approved quote, final proof, and these policies, except where applicable law requires otherwise.
1. Quotes, Orders, and Payment
- A quote is an estimate based on the quantities, garments, decoration, artwork, and timing described in the quote. Changes may require a revised quote.
- A standard order becomes binding when Neon Moon receives full payment. An approved account order becomes binding as stated in its written purchase-order, net-payment, or account terms.
- Online and standard retail orders must be paid in full before production.
- Neon Moon does not offer standard deposit terms. Approved schools, organizations, and established accounts may receive account-specific written purchase-order or net-payment terms. Those written terms control if they conflict with the standard full-payment requirement.
- Production does not begin until Neon Moon has received all required payment or the approved account has satisfied its written terms, and Neon Moon has final quantities, garment and color selections, usable artwork, documented final proof approval, and confirmation that the selected products are available.
2. Cancellations and Order Changes
Before garments or materials are ordered
If the customer cancels before Neon Moon purchases garments or materials, Neon Moon will refund the remaining balance after deducting completed artwork, digitizing, special-order costs, and third-party payment-processing fees that are nonrefundable to Neon Moon, to the extent permitted by law.
After garments or materials are ordered
Once Neon Moon purchases any garment, blank, patch material, transfer, or other material for the order, the order cannot be canceled and payments are nonrefundable, except where required by law.
After production begins
Once production begins, the order cannot be canceled and all payments are nonrefundable, except where required by law. Production includes setup, separations, screens, digitizing, cutting, printing, embroidery, pressing, sewing, finishing, or any other order-specific manufacturing work.
Customer-requested changes
Changes requested after quote or proof approval may require Neon Moon to:
- reprice the affected work;
- charge for completed work, replacement goods, or added materials;
- issue a revised proof; and
- reset the estimated completion date.
No requested change is accepted until Neon Moon confirms it in writing and the customer approves any revised price and timeline.
3. Artwork Services and Fees
Neon Moon uses the following order-level artwork policy:
- Ready vector artwork or artwork already on file: $0.
- Supplied artwork requiring vector tracing: $30 one time.
- Custom design: $30, including up to two hours of artwork and two revisions.
- Custom design includes necessary vector preparation. A separate $30 tracing fee is not added to the same custom-design service.
- A third revision, or work beyond the two included hours, is billed at $40 per additional started hour.
- Additional billable artwork is completed first and invoiced afterward.
Revision scope
A revision is a customer-requested change to an existing concept. A new direction, replacement concept, or additional design may be treated as a new artwork service and quoted separately.
4. Proofs and Customer Approval
- Standard proof turnaround is generally three to five business days after Neon Moon receives the information and usable files needed to begin. Revisions, missing information, complex artwork, and current workload may extend that time.
- Neon Moon will not decorate an order without documented final proof approval, including rush orders.
- Final approval confirms that the customer has reviewed and accepted spelling, names, dates, numbers, colors, garment brand and style, quantities, decoration size, and placement.
- Neon Moon is not responsible for customer errors that appear in an approved proof.
- Digital proofs are visual references, not exact physical samples. Screen settings, garment color, fabric, underbase, ink, thread, patches, and decoration methods can change the finished appearance.
5. Artwork Rights, Permissions, and File Retention
- The customer retains ownership of artwork the customer supplies.
- The customer confirms that they own, license, or otherwise have permission to use every submitted name, logo, photograph, illustration, trademark, and other protected element.
- The customer is responsible for claims arising from material supplied or specifically requested by the customer. Neon Moon may request proof of permission and may refuse questionable work.
- Unless Neon Moon agrees otherwise in a signed writing, Neon Moon retains ownership of original custom artwork it creates and grants the customer a limited, nontransferable right to use that design only on products purchased from Neon Moon.
- At Neon Moon's discretion, a customer may purchase a written assignment of the approved custom design for a minimum fee of $250. The exact fee is quoted case by case. No ownership transfers until the quoted fee is paid and the written assignment is signed.
- An artwork assignment covers only the rights expressly identified in the signed document. Digitized embroidery files, separations, print-ready production files, and machine files are excluded unless Neon Moon quotes and assigns them separately in writing.
- Production files created by Neon Moon, including digitized embroidery files, separations, print-ready files, and machine files, remain Neon Moon production assets unless separately assigned in writing.
- Neon Moon will retain completed production files indefinitely and guarantees their availability for future reorders.
6. Color and Material Variation
- Proof colors are visual references only. Colors can vary between monitors, devices, garments, dye lots, fabrics, underbases, ink systems, thread, and decoration methods.
- Pantone ink matching is available when technically feasible. Any per-color mixing fee will be disclosed before approval.
- Without an approved Pantone specification, Neon Moon will select a reasonable production color based on the approved proof and available materials.
- Reasonable garment shade variation between brands, styles, dye lots, heathers, and garment-dyed goods is not a defect.
- When one design is decorated on multiple garment colors or fabrics, the customer accepts reasonable variation caused by the garment, fabric, underbase, and decoration process.
- For embroidery, Neon Moon will select the closest available stock thread color unless the customer provides a specific thread code that Neon Moon supports.
7. Garments, Availability, and Substitutions
- Product availability is not guaranteed until Neon Moon confirms inventory.
- Neon Moon will not substitute a brand, style, color, or material without customer approval and approval of any resulting price change.
- Minor manufacturer variations in shade, seams, dimensions, texture, and construction may occur within the blank manufacturer's tolerances.
- Neon Moon will make reasonable efforts to identify and replace obvious garment defects found before decoration. Defects or variations within the blank manufacturer's limits are not Neon Moon production defects.
8. Customer-Supplied Goods
- Neon Moon accepts suitable customer-supplied goods only after inspection and a written risk acknowledgment.
- The customer must provide an accurate item count. Count discrepancies, unsuitable materials, contamination, existing damage, or items that cannot be decorated safely will pause the order and may change the price or timeline.
- Customer-supplied goods carry additional production risk because replacements may be unavailable or may not match the original item.
- If Neon Moon clearly misdecorates a customer-supplied item, Neon Moon's liability is limited to the decoration charge for that item or another remedy agreed to in writing. Neon Moon is not responsible for the item's retail, sentimental, or replacement value.
9. Production Time and Rush Orders
Standard production
- Standard screen-printing production is generally seven to ten business days.
- Standard embroidery and custom-hat production is generally ten to fourteen business days.
- These periods begin only after all required payment is received or the approved account has satisfied its written terms, and quantities, garment choices, usable artwork, documented final approval, and product availability are complete.
- Business-day estimates do not include weekends, holidays, shipping time, customer delays, backorders, or events outside Neon Moon's reasonable control.
Rush service
- Rush service must be requested, quoted, and accepted before full payment, approved-account authorization, or garment ordering.
- Rush availability and fees depend on the deadline, quantity, decoration method, artwork readiness, product availability, and current production capacity.
- Rush service is subject to a minimum rush charge of $75. If the rush fee quoted for the order is higher, the higher quoted fee applies.
- Requests to accelerate an order after payment or garment ordering are not guaranteed.
- Rush work still requires documented final proof approval. Customer delays may move or void the requested deadline without refunding the rush fee.
- Rush orders retain Neon Moon's normal workmanship warranty. Neon Moon is not responsible for customer-caused delays, unavailable goods, approved-proof errors, or carrier delays.
10. Final Sale, Claims, and Warranty
Final sale
Because decorated products are made for a specific customer, custom products are final sale. They cannot be returned or exchanged because of preference, fit, a customer-selected size, or buyer's remorse.
Reporting a problem
A production problem must be reported in writing within five business days after pickup or delivery. Written claims may be emailed to sales@neonmoonhatco.com or mailed to 2234 Butternut St, Abilene, TX 79602. Customers may call (325) 518-5132 for assistance. The customer should provide the order number, a description of the issue, photographs, and the quantity affected. All affected items must be kept available for inspection and must not be worn, washed, altered, or distributed before Neon Moon reviews the claim.
Workmanship remedies
If Neon Moon confirms that it made a production error, Neon Moon may repair or reprint the affected items. If correction is impractical, Neon Moon may issue a credit or partial refund for the affected items. Full-order refunds are reserved for exceptional cases.
Approved-proof errors, normal color or garment variation, customer-supplied garment risk, improper care, and conditions specifically accepted by the customer are not Neon Moon workmanship defects.
Bulk production spoilage
Orders of 50 or more pieces may include up to two percent production spoilage, rounded down to the nearest whole item. This means orders of 50 through 99 pieces allow up to one item, orders of 100 through 149 allow up to two items, and the same calculation continues at higher quantities. Individually named, numbered, or personalized pieces do not count toward the spoilage allowance and will be replaced or credited. Neon Moon will refund or credit other missing units and will make reasonable efforts to replace critical items. Production spoilage above the permitted whole-item allowance remains subject to the workmanship remedies above.
Care instructions
The customer must follow any supplied washing, drying, ironing, and care instructions. Damage caused by improper laundering, heat, chemicals, abrasion, alteration, or failure to follow those instructions is excluded from warranty.
11. Pickup, Shipping, and Delivery Dates
- Production estimates do not include shipping time unless the written quote expressly says otherwise.
- Carrier delivery dates are estimates and are not guaranteed by Neon Moon.
- Neon Moon is responsible for addressing, packaging, and tendering the shipment to the selected carrier correctly. Neon Moon is not responsible for delays after carrier acceptance.
- Optional customer-paid shipping insurance or additional declared-value coverage, when available, must be selected and paid for before shipment. The charge is based on the carrier's actual quoted cost.
- Neon Moon files carrier claims for shipments purchased through Neon Moon's carrier account. The customer must report shipping loss or damage within five business days after delivery or the expected delivery date, provide requested photographs or documentation, and retain all original packaging and damaged goods while the claim is reviewed.
- When the customer purchased additional coverage, Neon Moon will issue the approved replacement or credit after the carrier accepts the claim. If an urgent replacement is needed before carrier acceptance, the customer may pay for the replacement order and Neon Moon will reimburse the customer up to the amount later recovered from the carrier.
- If the customer declines additional coverage, recovery is limited to the carrier's standard included liability. Any carrier recovery received by Neon Moon for the approved claim will be applied to the customer's replacement, credit, or reimbursement.
- The customer must provide a complete and accurate shipping address. Address corrections, reshipment, storage, or return-to-sender costs caused by customer-supplied information may be charged to the customer.
- Customers should report a lost or damaged shipment promptly so Neon Moon can assist with any available carrier claim.
12. Reorders
A reorder is a new order. It is priced using the current quantity, garment cost, decoration requirements, product availability, and current pricing. Previous pricing, exact garment shade, or material availability is not guaranteed. Retained artwork can simplify setup but does not guarantee the previous price.
13. Refused Content and Orders
Neon Moon may refuse content or orders that it reasonably believes are unlawful, infringing, threatening, harassing, discriminatory, unsafe to produce, incompatible with its equipment, or likely to create an unacceptable operational or legal risk. Any refund for a refused order will be handled under the cancellation stage reached when the issue is identified, except where required by law.
14. Policy Conflicts and Updates
An approved written quote, purchase order term accepted by Neon Moon, or signed account agreement controls over these general policies only where it expressly states a different term. Neon Moon may update these policies for future orders. The version accepted when full payment is received, or when an approved account order becomes binding under its written terms, applies to that order.
15. Policy Notices and Contact Information
Written policy notices, cancellation requests, and warranty claims may be sent to the contact information below.
The legal business name is The Neon Moon Hat Company, doing business publicly as Neon Moon Hat Co.