Shipping & Return Policy/FAQ
Due to restrictions involving Covid-19 situation effective March 26, 2020 some shipping regionally and nationwide may be delayed via UPS, FedEx and USPS.
- 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. Additional costs will incur.
Thank you for your understanding and supporting our small business.
- Returns Accepted
- Yes, we do accept returns on most items.
- 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
- Return Countries
- At the moment, we currently only ship to the United States. Therefore we can only do returns in the United States as well.
- 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 customers expense.
- Return window
- Up to 30 days from delivery date
- After 30 days we do not accept returns
- Return Item condition
- New 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.
- 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, then we can create and send you a return label that you may print yourself and attach to the package.
- Shipping costs are non-refundable.
- If you would like a refund for your item, the cost of return shipping will be deducted from your refund.
- We can not guarantee that we will receive your returned item.
- 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.
- Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Frequently Asked Questions:
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 almost 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 depending on where each package is going, this is at the discretion of our staff. Typically, the shipping dates range from 3-5 business days and 5-7 business days. However, we can not guarantee that these are accurate once the packages are gone from our facility. Checking the tracking number is the only accurate way to know exactly when your package is coming. Depending on the post office/UPS stores 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: We unfortunately cannot be held accountable for wrong information given to us. At the time of purchase, please double check all information to make sure it is all correct. If we have not already processed your order, there’s a POSSIBILITY we can change the information for you. This is a case by case basis and at the discretion of our staff. If your package has already left our facilities, we may not be able to fix the issue. Please give us a call or send us an email as soon as possible after noticing the wrong information. Our 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 recharge you 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 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 need a faster shipping time for my order, can I get faster shipping?
- A: Yes! If you need a package expedited, please give us a call or send us an email during our business hours and we can get that taken care of as soon as we are able. Expedited shipping costs will depend on where we are sending the package to and the type of delivery. Additional payment will apply, as we do not keep credit/debit card information on file.
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 either 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.
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. 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 always hand-packing every single order. Give us a call or send us an email 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.
Use this address for returns:
Ace Flag and Visual Promotion
5444 Transit Rd
Depew, NY 14043