We want you to be completely satisfied with your purchase. If you find that you need to return an item, please review the complete details of our Return Policy below to determine if any special return conditions apply.
Items may be returned within 30 days after the ship date for store credit or a refund. If you would like to replace the item you have returned, please request store credit and place a new order once store credit is issued.
Exchange and return policy does not apply to custom flag orders; once production has started custom flag orders are no longer refundable or exchangeable.
Please Note:
With such variation in degrees of usage, constantly changing weather patterns, and different climate conditions where displayed, it is not easily measured how long a flag will last. The US Government generally expects a polyester, nylon or cotton flag to last approximately 90 days based on daily usage from sunrise to sunset. Experience has shown that for some, a flag flown 24 hours a day will last considerably shorter than one flown only during daylight.
It's unfortunate that flags can't last forever. Exposure is harsh, but a little TLC can increase the life of your flag.
Flags Importer is a wholesaler, and we offer quantity discounts. This allows customers to replace their flags 2-3 times a year without reordering.
While most items are returnable, they are subject to the following guidelines:
Proper Conditions for Return & Credit
Returned merchandise must be in new condition with its original packing and accessories intact.
Returned merchandise must be received within 30 days of ship date.
Returns must be pre-authorized by representative of Flags Importer.
Please note: We regret that Flags Importer cannot cover the cost of shipping for product returns, nor reimburse original shipping paid for product returns.
30-Day Return Policy does not apply to pick-up orders, custom orders, international orders or repeat wholesale customers.
Return shipping cost for refused shipments will be deducted from the order refund unless prior authorization is granted.
Flags Importer will not refund shipping for orders that are cancelled after confirmation. All returns, that are not damaged, will be subjected to a 20% restocking fee. International shipments that are refused will be treated as abandoned and will not be refunded.
Please open and inspect your parcels within a timely manner.
Late Returns
Items eligible for return must be returned within 30 days from date of shipping.
Exchanges/Store Credit
If you would like make an exchange or return for store credit, please initiate the Return Request for your order. Once your return has been received and inspected, a store credit will be issued. At this time, our staff can ship the requested exchanged item, or the store credit can be used to place a new order at your convenience.
Because of security concerns, we cannot combine store credit across multiple accounts.
Please note: Items are only eligible for exchanges within 30 days of receipt.
Return Shipping Costs
In the event that your returned merchandise was mis-shipped, damaged or defective, please contact Customer Service to arrange return shipment. Any replacements shipped will be charged as a separate order. Once we receive the returned item(s), you will be credited or refunded for the returned merchandise. Picture proof is needed for return tag to be issued.
If you refuse your delivery without inspection, miss your delivery appointment(s) or return a non-defective or undamaged product, you will incur original shipping charges along with actual return shipping fees. Orders that are returned to sender are subject to having return shipping costs deducted from refunds
Gift Returns
We regret that we cannot credit anyone other than the original credit card holder in the event of a return. If you have received an item as a gift, and you would like to return it, please contact Customer Service to have them arrange a return. We regret that we are unable to provide store credits for gift returns at this time.
Refund Policy
When your return is received and processed, you will receive an email from Customer Service letting you know the status of your return and when to expect your return credit. Please note, it may take up to 10 business days for your credit to be issued once your return is received. Also, please keep in mind that it can take up to 2 billing cycles for a credit to post to your account. If you have still not seen a credit post to your account after 2 billing cycles after your refund notification, please contact your financial institution.
Please note: refunds do not apply to customization orders.
If you have questions or need further assistance with your refund, please contact Customer Service. Please have your return tracking information ready to expedite service.
Damaged Orders
If your order is received with any notable shortcomings, please contact customer service immediately. The customer must notify our office of all discrepancies or shortages within 72 hours of accepting the package from the carrier. Any replacement of goods will not be accepted after that time.
Please inspect packages upon arrival. You must report any damages, missing items or missing boxes to both UPS and Flags Importer within 3 business days of receiving your order. If you notice any damage to the shipping box upon delivery, report it to the UPS driver and then report it directly to UPS. UPS will send someone to inspect the package. If you notice any damaged items upon unpacking the order, leave the box and its contents as is, save all of the packaging material, contact UPS to arrange an inspection of your package, and contact us so that we may process your claim. We cannot replace damaged merchandise unless UPS has inspected the package. Your replacement will be shipped once we have been issued a claim number from UPS. We also cannot replace missing items unless they are reported within 3 business days of the receipt of your order.
Mis-shipments
Sometimes shipping/packing errors will occur. If you receive an incorrect product, please review your order information to be certain that there were no errors in the order process. If you then determine that you received an item you did not order, please contact Customer Service with photo proof.
If you have received the wrong item(s) and contact us within the 30 day period with photo proof, we will issue a return shipping label. Any replacements shipped will be charged as a separate order. Once we receive the returned item(s), you will be credited for the returned merchandise.
Picture proof is needed for return tag to be issued.
Replacements
In the event that your merchandise arrived with parts missing, please contact Customer Service.
Canceling an Order
We are committed to processing and shipping your order to you as quickly as possible. As a result, there is a limited period of time after placing your order when we are able to accept a cancellation request. Most orders are shipped the same business day they are received. If your order has been marked as shipped and pickup has been made, we cannot cancel the order.
To cancel a pending order, please contact us by phone or email.
If you feel your order was cancelled in error, please contact Customer Service. We apologize for any inconvenience.
There are several reasons why an order may have been cancelled:
-A cancellation request was sent to Customer Service
-If we have been unable to verify payment information for your order, for your security and protection your order may have been cancelled
-If we have been unable to obtain credit authorization for your order, your order may have been cancelled.
-If you have elected Paypal as a payment option and the transaction was not completed.
Please note: after artwork has been approved and production has started, custom flag orders can no longer be cancelled.
