faq

Browse our full catalogue, watch our trailers and when you’re ready, click “Rent.”, which will prompt you to enter your credit card number in the next page. If you have a promo code, it can be entered on this page as well. You will be emailed a link on your rental details and you can click on that WATCH NOW button to view your movie. You can also create an account with us by going to the NEON site, and selecting the log-in icon in the top menu. Please make sure to use the same e-mail as you used when making your purchase.

To view on Apple TV and Roku, please download the NEON Cinema app. This will require setting up an account on the site which is tied to your purchase.

You can also use Chromecast to watch on your TV with Chromecast built in or with a Chromecast dongle, or use AirPlay to watch on your Apple TV. Lastly, connecting an HDMI cable from your laptop/desktop to TV will work. If Airplaying via Mac, we strongly recommend using Safari. 

FireStick is not supported. Mirroring is not supported. Chromebook is also not supported due to lacking the DRM support required. If you do not see the Chromecast button on your player window, see here for troubleshooting.

No, only those living in the U.S. or U.S. territories (Puerto Rico, U.S. Virgin Islands, Guam, American Samoa, Northern Mariana Islands) will be able to watch films on the NEON Cinema. Exceptions may apply.

No. Your account is unique to you. A friend must purchase a rental to watch on their devices. If a user shares their account, their account will be revoked and purchases will not be refunded.

If it has been 24 hours and you haven’t received a confirmation, please contact shop@neonrated.com.

You can email us at shop@neonrated.com. There can be multiple reasons for this (payment issues, incorrect email address etc.) Please include your order number in your email.

Yes, please send us your order number and correct address to shop@neonrated.com. We're happy to correct this, but if the order has already been shipped, we are unable to make the correction.

Depending on the product, domestic orders can take 2-3 days (8-16 days internationally) if in stock, and potentially longer if indicated in the product description. Some items are still being manufactured when initially going on sale, and others in the midst of shipment. Please check your email for delivery confirmation, and use the tracking link provided.  

For movie rentals, you may cancel a pre-order within 24 hours of the film’s start date, or within 24 hours of initiating your rental. Please email us at shop@neonrated.com with your order number.

For merchandise, our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Any limited edition/signed products, perishable goods such as food, flowers, newspapers or magazines and products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

To complete your return, we require a receipt or proof of purchase (ex. e-mail receipt).

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)

Book with obvious signs of use

CD, DVD, Blu-Ray, VHS tape, software, video game, cassette tape, or vinyl record that has been opened

Any item not in its original condition is damaged or missing parts for reasons not due to our error

Any item that is returned more than 30 days after delivery

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Once you’ve rented a film and it becomes available, you have 30 days to watch it. Once you press play, the watch window begins and you have 72 hours to watch the film as many times as you like.

Yes, rentals can be paused and resumed within 72 hours of pressing Play.

You can still watch a film for the full 12-hour window, as long as you do not close the browser window.

No, all content related to your rental is only available within the rental period.

No.

It may be that you’re using a VPN (Virtual Private Network), which masks your IP address. Sometimes VPNs make it appear as though you are in another country. All of our films are geo-blocked so that they are only available to IP addresses in the U.S., so you’ll need to turn off or modify your VPN before proceeding.

No.

No. Credit card information cannot be stored.

In the top-middle menu bar, click the Log-In icon and follow the onscreen prompts. You can review or update your account again by clicking the same icon.  

No, but we recommend you create one for special offers and early access.

In the top-middle menu bar, click the Log-In icon and select Forgot Password.

Films that you have already paid for are located on NEON once you’ve signed in, or by clicking on “Watch Now” in your ticket receipt email.

Our site supports two concurrent streams per account.

Some titles may include bonus content like introductions or Q&As with filmmakers. To watch them, click on a title and scroll down to “Bonus Content.”

Yes. 

You can enable closed-captioning by clicking on the “CC” button in the lower-right corner of the player and enabling captions.

You can watch on PCs running Windows 7+ and Intel-based Macs running macOS 10.12+. You will need a broadband or fiber internet connection––dial-up will not work. You’ll find a complete list of requirements below.

Windows 7, Windows 8.1 or Windows 10. Google Chrome, Firefox, Microsoft Edge, Internet Explorer or Opera. We recommend using the latest version of your browser as earlier versions may not be supported.

MacOS 10.12 or later. Google Chrome, Firefox, Safari, or Opera. We recommend using the latest version of your browser as earlier versions may not be supported.

Yes, you can watch content using Safari and this requires iOS 11.2 or later. We recommend using the latest version of your browser as earlier versions may not be supported.

Yes, you can watch content using Chrome and this requires Android 6.0 or later. We recommend using the latest version of your browser as earlier versions may not be supported.

Check your minimum system requirements above. We recommend that you update to the latest version of your browser. We use adaptive bitrate streaming, which means the streaming quality will automatically adjust based on your internet speed. For high-definition (HD) streaming we recommend VDSL, cable, or fiber connections as we cannot guarantee consistent HD streaming on ADSL.

Please ensure your system meets the minimum requirements. As an anti-piracy initiative, our Digital Store platform will not work if you have a video sharing program open. Please make sure you have completely closed down all applications that have the ability to record your screen. This includes, but is not limited to Zoom, Google Hangouts, Facetime, or any other screen recording programs. If you were hoping to join a friend virtually to watch a film together, please ensure that neither of you are using one of the above devices from the same device you are streaming your film from.

If your internet connection is poor or inconsistent you may experience problems during playback.

No. Our system does not support partial refunds.

Please do not. The promotional code you received is a benefit that doesn’t provide unlimited views.  Use the code responsibly – you may prevent someone from rightful redemption.

Please reach out to the partner that provided the code to you.