Refund policy

Here's How It Works

Step 1 — Log into your account
Visit account.usaflagco.com and log in with the email address you used when placing your order.

Don't have an account? Create one at account.usaflagco.com using the email address from your order to access your order history and submit returns without contacting us.

Checked out as a guest and unable to create an account? Email us at contact us with your order number and we'll assist you.

Step 2 — Find your order
Once logged in, select the order containing the item you'd like to return.

Step 3 — Request your return
Select the item(s) you want to return, choose a reason from the dropdown, add any additional notes if needed, and click "Request Return" to submit.

Step 4 — Wait for approval
You'll receive an email once your return request has been reviewed. If approved, the email will include your return shipping instructions.

Step 5 — Ship your return
Pack your item securely in its original packaging and include your proof of purchase. Return shipping is at your expense. We strongly recommend using a trackable shipping method — we are not responsible for returns lost in transit.

Step 6 — Receive your refund
Once we receive and inspect your return, we'll notify you by email. If approved, your refund will be processed within 7–10 business days to your original payment method.

Refunds

We will notify you once we've received and inspected your return and let you know if the refund was approved. If approved, you'll be automatically refunded to your original payment method within 7–10 business days. Please allow additional time for your bank or credit card company to process and post the refund to your account.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at contact us and we will investigate right away.

The charges on your original order, excluding original shipping and handling fees, are fully refundable when all return conditions are met.

10% Restocking Fee

A 10% restocking fee will be applied to all approved returns. This fee covers the cost of inspecting, repackaging, and restocking returned items. The restocking fee will be deducted from your refund total at the time your return is processed.

The restocking fee does not apply in cases where you received a defective item, a damaged item, or the wrong item due to our error. In those cases, we cover all costs and no restocking fee is charged.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. This ensures you receive your replacement as quickly as possible without waiting for the full return process to complete before your new order ships. To begin an exchange, start a return request using the Self-Serve Return steps above and place your new order separately at usaflagco.com.

Damages and Issues

Please inspect your order upon reception within 48 hours of delivery and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.

Shipping Damage: If your package arrives visibly damaged, refuse the package and have it returned to us. Contact us immediately at contact us and we will ship a replacement order to you at no additional shipping expense.

Defective Products: If you receive a product that is defective or damaged from something other than shipment, contact us within 48 hours of receipt at contact us. Include photos of the defect along with your order number. We will ship you a replacement at no additional shipping expense or refund your money in full — your choice.

Our Error: If you received the wrong product due to our error, contact us at contact us immediately. Return the product in the same package in which you received it and include a copy of your invoice. We will ship you the correct product at no additional shipping expense and no restocking fee will be applied.

Exceptions and Non-Returnable Items

Certain types of items cannot be returned. Non-returnable items include:

• 5-foot & 6-foot one-piece flagpoles — due to their size and shipping requirements
• In-ground flagpoles — due to their size and shipping requirements
• Custom or personalized products — including special orders or any item made to your specifications
• Used, worn, or flown items — including flags, flagpoles, brackets, and merch
• Personal care goods — including pillows
• Sale items — unfortunately we cannot accept returns on sale items
• Gift cards — gift cards are non-returnable and non-refundable

Please contact us at contact us if you have questions about whether your specific item is eligible for return before submitting a return request.

Return Shipping Policy

Your Return: If you are returning an item because you ordered by mistake, selected the wrong size or color, changed your mind, or are unhappy with the item, return shipping is at your expense. We recommend sending your return with tracking or delivery confirmation to avoid delays.

Once your return shipment is delivered to us, please allow 7–10 business days for your return to be inspected and your refund to be processed. You will receive an email notification once your refund has been issued. You can confirm your return package has been delivered to us by tracking your return shipment using the tracking number on your return label. To check the status of your return at any time, log in to your account at account.usaflagco.com.

Our Error: If you received the wrong product due to our error, we will cover all return shipping costs and ship your correct item at no additional expense.

Shipping Damage: If your item arrived damaged in transit, contact us within 48 hours at contact us with photos of the damage and your order number. We will ship a replacement at no additional shipping expense.

Contact Us

To submit or monitor your return, refund, or exchange request, log in to your account at account.usaflagco.com — you can track the status of your request anytime without needing to contact us.

For issues not covered by self-service, reach us at:

• Email: Contact Us
• Contact Form: usaflagco.com/pages/contact-us

We are committed to making every experience with USA Flag Co. a positive one. If something isn't right, we will do everything we can to make it right — because that is the standard we hold ourselves to as a veteran-owned American company.