SHIPPING
Due to continued challenges shipping nationwide, some shipping dates may be delayed via UPS and USPS. We unfortunately do not have any control over delays, and cannot help packages be expedited once they have left our storefront. Please note: that depending on the package size, we may choose to send your package via a different carrier or shipping method than what you chose or send multiple shipments of items due to size and weight restraints depending on how your order is being packaged.
- Ace Flag & Visual Promotion will do their best to ship items out within 3 days of when we receive the order (in most cases, we are shipping out in under 2 days after order placement).
- We cannot guarantee shipping dates at this time due to the current carriers policies.
- We ship primarily via ground USPS or UPS. If expedited shipping is needed, please choose the appropriate option for your needs or call/email us for further assistance and precise estimates. Our main phone number is 716-681-2345 and our main email is aceflag@aceflag.com
- The only countries that we ship to at the moment are the USA and select provinces of Canada (Ontario and Quebec).
- Certain items do NOT qualify for free shipping. Please read the complete item description to see if your item is exempt from this promotion before purchase as additional freight charges will apply. If there is not an exemption listed, then your item qualifies.
- If an item is returned back to Ace Flag by the postal carrier due to an address issue or an insufficient address, only the cost of the item will be refunded back to you. The original shipping charge is non-refundable.
Thank you for your understanding and supporting our small business.
RETURN POLICY
- Returns Accepted
- Yes, we do accept returns on most items.
- We will only be processing returns during our business hours, which can be found on our contact page.
- Non-Returnable Items - We do not accept returns on the following items:
- Custom and personalized items (such as but not limited to): flags, signs, window graphics, decals, vinyl banners, etc.
- Flags that we have made modifications to such as but not limited to: additional grommets, adding a banner sleeve, additional leather tabs, etc.
- Brass name plates that have been engraved for flag cases.
- All Clearance/Discounted items (such as but not limited to): flags, home décor, giftable items, banners, windsocks, seasonal items, mailbox covers, etc.
- All political themed items with candidates or generic political party logos
- Decals/Stickers of any type
- Return Countries
- At the moment, we only accept returns on orders within the USA. International orders are NOT eligible for returns at this time.
- Return method
- In store or by mail
- To return your product in store, keep a copy of your packing slip or receipt and bring it with you upon time of return.
- To return by mail, give us a call 716-681-2345 or send us an email requesting a return. We can then send you a return label to use when re-packing your items. Additional costs for return labels will be at customer's expense. Initial shipping cost is non-refundable.
- Return window
- Up to 30 days from delivery date
- After 30 days we do not accept returns
- Return Item condition
- New items only
- We accept unopened products in original packaging that have never been used.
- We do not accept products that have been opened.
- We do not accept any items that have been used or show signs of use.
- If we receive a return item that shows signs of use, we may not be able to refund you for the cost of the item. This is a case by case basis and at our staff's discretion.
- Return Shipping and fees
- It is the Customer's responsibility to pay for the shipping on any return. We do not provide return boxes or cover the shipping cost.
- The best way to receive a return label is to send us an email or give us a phone call so we may send you an invoice for the cost of the return label. Cost may vary depending on package size and location.
- Once the invoice is paid, we can then send you a return label so that we can start the return process.
- If you'd prefer to not pay for a label with us, you can take the item to your local UPS or USPS store and pay for the label directly through them. Please choose an option that has a tracking number so that we can track the package.
- Initial shipping costs are non-refundable.
- We can not guarantee that we will receive your returned item if there is an issue with UPS or USPS
- We only process refunds/returns once they arrive at our storefront. We cannot process a return or refund for an item we have not received back yet.
- If your package is damaged or lost from shipping, please send photos along with your order number to our team at aceflag@aceflag.com. Once assessed by our team, we may ask you to file a claim with the package carrier or ask you to provide images of the damage/package so that we can file a claim ourselves. The links below will take you to the carriers that we use here for claims.
UPS Claim Filing: https://www.ups.com/us/en/support/file-a-claim.page
USPS (Post Office) Claim Filing: https://www.usps.com/help/claims.htm
- Replacements
- Depending on where you live, the time it may take for your new product to reach you may vary.
- Even exchanges are not possible through our system; we will have to refund you for the item you want to exchange and then charge you for the new one.
- Refunds for returned items will not go through until the item has arrived back at our store.
- If an item came damaged or incorrectly in shipment, please contact us asap with photos via email (aceflag@aceflag.com) so that we can assess the situation, as we can provide you with either a refund or a replacement.
Frequently Asked Questions:
Q: I ordered an item that was labeled "Pre-Order", what is the next step?
- A: Pre order items on our website are items that we do not have in stock yet, but they are arriving soon and we put it on our website so that you can secure your purchase. Sometimes these items are in high demand, a limited edition item, or something that is exclusive to Ace Flag and will have to be created on demand. Your order will be delayed until the pre order item is available so that your purchase can be shipped complete or is ready to be picked up in full. Please await for our email confirmation that your package has been shipped or that your order is ready to be picked up. For further information on specific items, please reach out to us via our Contact page or the email/phone number mentioned on this page.
Q: Will I be able to track my package?
- A: We try our best to make sure that each package that we process has tracking information along with it. Unless there are different circumstances with a package, we always ship with tracking. Once we process your order, you’ll get a separate email sent to you with said tracking number as long as an email was provided upon purchasing.
Q: How long will it take to receive my package?
- A: We ship here through USPS and UPS. Upon checking out, you should see an estimated shipping date when choosing shipping options. Most packages are shipped same day during our business hours before 2pm EST unless the item is a pre-order. Checking the tracking number is the only accurate way to know exactly when your package is coming. We do not have any further information that what is able to be seen by checking the tracking number. Depending on the post office/UPS and holiday shipping times, shipping may take longer. We cannot be held accountable for wrong addresses given during order placement, carrier shipping errors, or lost/damaged packages.
Q: I accidentally gave the wrong address/wrong information when I placed my order. Can I get this fixed?
- A: Please contact us IMMEDIATELY after placing the order so that we can have a chance to correct this as soon as possible. We unfortunately cannot be held accountable for incorrect information given to us. At the time of purchase, please double check all billing and shipping addresses to make sure it is all correct. If we have not already processed your order, there’s a POSSIBILITY we can change this information for you. This is a case by case basis and at the discretion of our staff. If your package has already left our facility, we will NOT be able to fix the issue. Our current business hours can be found on our contact page.
Q: I accidentally ordered the wrong size/style. Can I make changes to my order?
- A: Once an order has been placed, we cannot make adjustments to sizing or styles. We can refund you for the product you ordered and then charge you again for the style you really wanted. If we already processed this order and it has left our facility, we can send you a return label for a small fee and process your return once it comes back to us. For questions regarding return labels and how to get one, check our “Return Policy” section on this page. Additional charges may apply.
Q: I never received my package, what do I do?
- A: Once packages leave our facility, it is up to either USPS or UPS to then deliver it to you. We are just a small, yet growing, family business and unfortunately cannot control the operations at any shipping company. Please contact us if you have an issue and we can do what we can to try and help the situation. Contacting your local post office/UPS store will most likely yield the most information, so we also recommend that you check with them as well. Sometimes, there are postings on the UPS and USPS website about any weather related delays that can affect your package arrival. If your item is still lost in transit, please open up a claim with the service carrier that your package was shipped with. We cannot open a claim for an item that is delayed until it is declared by USPS or UPS as missing/lost. We ask for your patience with delayed deliveries.
- UPS Claim Filing: https://www.ups.com/us/en/support/file-a-claim.page
- USPS (Post Office) Claim Filing: https://www.usps.com/help/claims.htm
Q: My package is damaged, what do I do?
- Please reach out to our team via email (aceflag@aceflag.com) and supply your order number along with several photos of the damaged package and items. We do our very best to pack and ship your order safely, but we are also at the mercy of our shipping carriers ability to deliver your package. If your package is damaged, we may request you to file a claim with the shipping carrier if the damage is not a result of our package handling.
- UPS Claim Filing: https://www.ups.com/us/en/support/file-a-claim.page
- USPS (Post Office) Claim Filing: https://www.usps.com/help/claims.htm
Q: When will my package be shipped after I’ve ordered it?
- A: We typically ship packages within 3 business days of receiving your order. Since we are a small business, we are only packing and shipping orders during our business hours. If you place an order with us outside of business hours, it will most likely be shipped in the next few days after. Most packages are shipped same or next day during our business hours before 2pm EST unless the item is a pre-order or there is another issue. Our store and business runs on EST times, as we are located in Buffalo, NY.
Q: The package I received has the wrong size/item(s), can I still get the correct items that I ordered?
- A: Of course! We try not to make mistakes, but they can happen since we are only humans. Give us a chance to fix our mistake. Call us at: (716)861-2345 phone option 1 for retail or send us an email at: aceflag@aceflag.com and we will work with you to fix the issue. We may ask you to send the wrong item back to us, and we would provide you with a return label. Additional shipping fees may occur depending on what you’d be returning/where you’re located.
Q: I placed an order for Local Pick-Up, what do I do next?
- A: Once you get the notification email that your order is ready for pick up, simply stop into our store and pick up your order. All we need is for you to provide your first and last name, as well as an order number. Any member of our staff can help you with this. We will then grab your order from our holding area and mark your order as picked up, which you will receive another notification email for. We only have one storefront, which is located in Depew, NY. Our address is: 5444 Transit Road, Depew, NY 14043
Q: How long do I have to pick up my order?
- A: You will have 30 days to pick up your order from the time of purchase. If you do not pick up your order within that time frame, we will contact you via email and/or by phone to give you a reminder that your order is here and ready for pickup. If we do not hear from you after our attempts to contact you, we may have to refund your order and cancel it as a whole. We do not have a large space for holding orders, so we try to service everyone as quickly as possible. We understand that things can happen, so if you end up needing more time to pick up, just let us know and we will make arrangements.
Q: I can’t make it to pick up my order, can I send someone else in to pick it up?
- A: Not a problem! As long as the person you’re sending in to pick up gives the first and last name that's on your order, as well as the order number, they will have no difficulty picking something up for you.
CONTACT US
Phone: 716-681-2345
Email: aceflag@aceflag.com
Use this address for returns:
Ace Flag and Visual Promotion
5444 Transit Rd
Depew, NY 14043