Return Eligibility Criteria
You may return most items within 30 days from the date of delivery. The items must be in resalable condition (i.e. they can’t be dirty or marked, smell like smoke, contain pet hair, etc.). If they are not in resalable condition, they are not returnable. If items are new and unopened, they will be refunded for full credit.
Some items are not eligible for return, including custom, made-to-order or personalized items, modified or converted flags, international flags, pole sleeve flags, fringed flags, commercial flagpoles and final sale items. Used, installed, altered or damaged items, or items missing original packaging or components, are also not returnable.
Return Process
To request a return, email Info@FlagStoreUSA.com with your order or invoice number, the item being returned and the reason for the return. Please confirm that the item has not been used, installed, washed, altered, modified, converted or damaged, and include a picture of the item and packaging. A customer service rep will respond within 1-2 business days on next steps in the return process. You may also call us at 800-481-3524.
All returns must be approved before they are sent back. Return requests must be made within 30 days from the date of delivery. Please inspect your order within 7 days of delivery and report any missing or incorrect items, visible damage, shipping damage or other product concerns as soon as possible.
If the order is defective, you received the wrong order or the return is due to our error, we will provide a return shipping label. If your return is not due to our error, you will be responsible for return shipping.
Refunds and Exchanges
Refunds can be expected to process within 5-7 business days after your returned item is received and inspected.
To exchange items, you may re-order by visiting https://flagstoreusa.com/ after returning your original items.
Restocking Fees
A 20% restocking fee may be deducted from your refund for certain items, including flags 20’ × 30’ and larger, flag accessories and residential flagpoles. Returns without our authorization may not be accepted. It is required that we are aware of the return and you have our written authorization to return the item.
Damaged or Defective Items
To report damaged or defective items, email Info@FlagStoreUSA.com or the Customer Service Rep you are in contact with and provide detailed information about what is wrong with the item. Include pictures of your damaged or defective items that clearly show what is wrong. Pictures should include the full flag, closeups of the damaged/defective area and the manufacturer’s label.
Written details of the issue and pictures are mandatory at the time of submission.
Once we receive the information and pictures, they will be inspected by our quality control department and may require additional inspection or manufacturer review. We will remain in contact with you on how the issue will be resolved.
Return Shipping Address
Flags USA
Attn: Returns
765 Kimberly Dr.
Carol Stream, IL 60188
800-481-3524
Shipping Methods
The shipping carriers we use include UPS, FedEx Express, Spee-Dee and USPS Priority Mail. Currently, we select the best carrier for shipping based on the items in your order. We may change the shipping carrier when needed to help your order arrive as quickly and reliably as possible. The shipping method selected at checkout represents the expected service level and delivery timeframe and does not guarantee a specific carrier.
If we change the carrier and your order is delivered within the selected delivery timeframe or faster, the difference in carrier shipping rates will not be refunded.
Order Processing Time
Most in-stock orders ship within 1-3 business days. Some items may require additional lead time before they are ready to ship, including custom or made-to-order items, commercial flagpoles, indoor flags with fringe, large orders, special handling items and backordered items.
Shipping delivery times apply after your order ships. Order processing time and any additional product lead time are not included in the shipping delivery timeframe.
Orders are processed Monday through Friday, including some holidays, except when our office or shipping carriers are closed.
Delivery Timeframes
Estimated delivery times for our shipping methods are as follows:
Flat Rate: 2-3 days
UPS 2nd Day Air: 2 days
UPS Next Day Air: 1 day
Delivery times are estimates and begin after your order ships. Processing time and additional product lead time are not included.
*Expedited shipping delivery times may be delayed if you place an order Thursday through Sunday.
Order Tracking
Tracking information will be emailed to you once your order is processed and prepared for shipping.
Shipping Restrictions
We do not ship internationally unless a freight forwarding address within the 48 contiguous states is provided.
Handling Fees
Customers may incur additional shipping fees in the following cases: deliveries to remote areas (fees vary), exceeding certain package dimensions and address corrections.
Address Accuracy
You are responsible for providing accurate shipping information. If an incorrect address is provided, an address correction fee of $25.00 per carton will apply.
Lost or Damaged Orders
If your order is lost or damaged during transit, please contact us at 800-481-3524 and we will work with the shipping company to resolve the issue.
Special Shipping Instructions
To make special handling requests or delivery instructions, you may provide them in the notes section of checkout when placing an order. You can also contact us directly at 800-481-3524 or Info@FlagsUSA.com with requests before your order has shipped.
Contact Information
For any questions or concerns, please contact us at 800-481-3524 or Info@FlagsUSA.com.
Policy Changes
This shipping policy is subject to change and may be updated periodically. We advise you to check for any changes regularly.
