Shipping & Return Policy/FAQ

SHIPPING 

Due to continued 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.

 



RETURN POLICY

  • 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
    • All Clearance/Discounted items (such as but not limited to): flags, home decor, giftable items, banners, windsocks, seasonal items, mailbox covers, etc.
  • 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. We will not refund the shipping.
  • 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.
      • If your package is damaged or lost from shipping, please send photos along with your order number to our team at aceflag@aceflag.com. We may request you to open a claim with the shipping carrier (UPS or USPS, depending on what the used for shipping your order initially). 

                        UPS Claim Filing:  https://www.ups.com/us/en/help-center/sri/damaged-package.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 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 facility, we will 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 as soon as possible 716-681-2345 after placing your order or send us an email during our business hours and we can get that taken care of as soon as we are able. You can even just call us and we can process your full order over the phone. 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: My package is damaged or lost, 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/help-center/sri/damaged-package.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. 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.

       

      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

       

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