Returns & Refunds
At BestFlag, we love making beautiful custom flags, banners, tents and displays, and take pride in making quality products that our customers will love. Every once in a while, things don't quite live up to those high standards, so we've created some policies around our satisfaction guarantee, product returns and warranty claims that are designed to take care of our customers in those situations.
Satisfaction Guaranteed
- To be covered under our satisfaction guaranteed policy, customers must reach out within 5 business days of receiving the product. This allows us to correct any issues promptly. Any issues that arise after this claim window would be covered by any product specific warranties (if applicable).
- Products must be unused, unless otherwise approved by BestFlag. If you have an event that you need a product for, and we are unable to get a new version out prior to the event, we will most likely tell you it's ok to use it, and we'll send you a new one ASAP. Otherwise, once a product has been used, claims would need to be covered by any product specific warranties (if applicable).
- Claims must be related to the quality of the product received, not the artwork that was approved. Along these lines, any reprints will be made with the same artwork that was originally approved. Any changes to designs, corrections of typos, etc. would not be covered by this policy.
- We may request that you (a) email us photos showing the problems and/or (b) send the physical product back to us. If requested, we will not be able to process any claim until we receive the requested items back from you.
- Please note that the final decision on whether to replace a product or credit an order will be made by the BestFlag team.
Custom Products
Unfortunately, custom items are not something we can restock and sell to another customer, so if you received a good, high-quality custom product that matched the proof you approved, these items would not be eligible for returns. When you purchase custom products from BestFlag, we will ask you to confirm the product and size, and approve the artwork prior to going into production. These checks ensure that the products you order are the ones that you were hoping to receive. Once production begins, we will not be able to cancel or refund your custom product.
Hardware & Accessories
If you are looking to return unused hardware (e.g. feather flag poles, tent frames), these are typically eligible for return within 10 business days of receipt. Please contact us for a return authorization number and instructions on where to ship your return. BestFlag is not responsible for shipping costs of returned items, so you may ship it back using whichever carrier you prefer. Once we receive the returned items and confirm the items have not been used, we will issue the applicable refund to the original method of payment (typically within 2-5 business days).
Warranty Claims
Unless otherwise stated on the applicable product's page, products have a warranty period of 90 days. Our standard warranty is a parts & labor warranty for defects in material and workmanship, but does not cover damage due to accidents, abuse, or normal wear & tear. BestFlag reserves the right to make any final decisions on whether products covered under warranty will be repaired, replaced or refunded.
In the event you would like to request a refund or replacement product subject to these conditions, we may request that you (a) email us either photos showing the problems and/or (b) send the physical product back to us. We will not be able to process any replacements or refunds until we receive the requested items back from you. In the event a refund is approved, we will issue the refund to the original form of payment, typically within 2-5 business days.
Contact Us
If you have any concerns about the quality of the product received, or need to request a replacement or refund, we look forward to making sure you remain a happy and long time customer. Please reach out to us via our Contact Page, and we'll get you taken care of right away!
