NEONWORKS · FAQ

Frequently asked questions

Shipping, customs, warranty, returns, and day-to-day care -- here are the answers to the questions we hear most often.

Section 01

Shipping

Where do you ship from?

We operate two fulfilment centres, in Shenzhen (CN) and Berlin (DE). Orders are routed to the closest centre automatically for the fastest delivery.

Standard vs express shipping?

Shipping 10-15 business days, free worldwide.

Which countries do you ship to?

Almost everywhere. A few regions under sanctions or outside our carriers' reach are blocked at checkout.

Can I request a specific carrier?

Yes -- leave a note at checkout (e.g. DHL, UPS, SF Express). Specific carriers may incur extra fees; we'll confirm before shipping.

Section 02

How long is the warranty?

1 year from the delivery date for all pieces.

Are Nixie tubes covered?

Manufacturing defects are covered; natural aging is not. A single tube ageing out does not affect overall display and can be replaced individually.

What about accidental damage?

Water ingress, drops, or unauthorised disassembly aren't covered by warranty, but we offer paid repair. Contact support for a quote.

Section 03

Do Nixie tubes need maintenance?

Not really. Avoid leaving them unpowered for months on end; light regular use actually extends tube life (rated in powered hours).

How do I clean the case?

Wipe with a slightly damp soft cloth. Don't use alcohol or solvents. Acrylic panels clean nicely with a microfibre spectacle cloth.

Battery life?

Desk clocks run from USB-C, no battery involved. Wristwatches have an internal Li-ion cell that lasts 2-3 years with normal use.

Didn't find an answer?

If the FAQ doesn't cover your question, send us a message via the contact form and we'll get back to you within 24 hours.