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Return Policy

Carefully review your shipping and billing information for accuracy before submitting your order. Once an order has been placed, it cannot be changed or cancelled.

Onlinestores.com is totally committed to customer satisfaction. Please visit our Online Returns Center to process your return or call 1-877-734-2458, Monday through Friday 8:00 AM – 5:00 PM EST.

IMPORTANT NOTICE CONCERNING REFUNDS:  As soon as you return your item to us and it's received into our system, we will expeditiously send a refund request to your bank. Please note that while the funds are instantly deducted from our account, some banks may take 5-7 business days to process and post these refunds to your account.

We do not refund shipping or freight charges on any orders or returns.

GENERAL RETURN POLICY:

Most products sold by Onlinestores.com qualify for free exchange or replacement within 30 days from the date your order ships. Please visit our Online Returns Center to process your return. The product must be in its original condition, unused and in its original packaging. If we do not receive your return in its original condition, a service charge of $8.49 will be deducted from your refund. Returns other than for exchange or replacement will be assessed a fee of $8.49 which will be deducted from your refund. We do not refund any freight or shipping charges. This policy applies for domestic orders only.

We do not accept returns or exchanges for any products after 30 days from the date your order ships, EXCEPT Super Tough Brand and Valley Forge Koralex II American flags.

If you would like assistance in returning an item, please contact our customer service department at 1-877-734-2458 or email us at customerservice@onlinestores.com. We will be happy to walk you through the return process.

Clearance items are not eligible for return.

RETURN POLICY FOR:

SUPER TOUGH BRAND & VALLEY FORGE KORALEX II SEWN POLYESTER AMERICAN FLAGS:

We offer 6 months limited warranty from date of purchase on Super Tough sewn polyester US flags and Valley Forge Koralex II American flags in sizes 3ft x 5ft, 4ft x 6ft and 5ft x 8ft. Only one warranty per household. We are not able to offer this warranty on larger flags, as larger flags have a shorter expected life. If your flag becomes worn out or faded in that time we will replace it at our cost. Please visit our Online Returns Center to process your warranty exchange.

WARRANTY INFO

To be replaced under warranty the flag must be badly worn or faded. Obviously after 6 months use we expect that it will show some signs of wear. Only 1 replacement will be made, and we reserve the right to determine what constitutes "badly worn".

Badly worn: normal wear and tear of this fabric hung outside 24/7 within a 6 month period. such as: Grommet breaks off, header rips, edges start to fray. Please check your flag periodically to assess how it is wearing. Please notify us IMMEDIATELY when you notice that there is a problem.

Online Stores, LLC reserves the right to decide what is badly worn. This warranty DOES NOT COVER INCLEMENT WEATHER, such as: Storms, Snow, Rain, Hurricanes, Tornados, Thunderstorms, Micro-bursts, Earthquakes, Ice storms, Tsunamis or any other act of mother nature. Warranty does not cover THEFT. Warranty does not cover damage done to the flag if it is flapping against a building, a tree, branches, a garage, or any standing object or if it comes in contact with any standing object. It is the customer's responsibility to take care of their flag, hang it properly and to take it down during inclement weather.

FLAG DISPLAY CASES

All flag display cases qualify for free returns or exchanges within 30 days from the date the order is shipped. Returns/exchanges of flag display cases must be properly packaged to avoid damage in transit. We inspect all returns prior to issuing any credits. If a returned display case is damaged in transit due to poor packaging, a 15% re-stocking fee will be deducted from the credit.

CUSTOM and PERSONALIZED PRODUCTS:

Custom & personalized products are non-returnable, non-refundable, and do not qualify for free shipping or exchanges. Please contact our Customer Service Department at 1-877-734-2458 or email us at customerservice@onlinestores.com to assist you.

COMMERCIAL FLAG POLES:

There is a 20% restocking fee for returned commercial flagpoles.

FOOD and FOODSTUFFS (including TEA):

We do not accept returns or exchanges for food, foodstuffs or tea. All food, foodstuffs and tea purchases are final.

BOOTS and SHOES:

We offer FREE returns, exchanges and replacements on all boots and shoes within 30 days of the date your first order ships. Please use our Online Returns Center. The product must be in its original condition, unused and in its original packaging. If we do not receive your return in its original condition, unused and in its original packaging, it will be returned to the customer and no refund will be issued. Customers are limited to 2 (two) returns, exchanges or replacements per original order. Return, exchange or replacement requests in excess of two per original order will be refused by our receiving department.

Please return the footwear box in the condition you received it. Do not use the footwear box itself for shipping. Please place the footwear box inside another box. If the footwear box is not included in your return shipment, is damaged, taped or otherwise unusable for resale, we reserve the right to deduct $8.49 from your refund to replace the box. This return policy applies to domestic orders only.

Within 31 to 60 days we will gladly accept an exchange for your boots or shoes, but you are responsible for the cost of shipping the return back to us. The product must be in its original condition, unused and in its original packaging. If we do not receive your return in its original condition, unused and in its original packaging, the returned boots or shoes will be subjected to a 15% re-stocking fee, which will be deducted from your refund. Shipping charges are NOT refundable.

We do not accept exchanges for boots or shoes after 60 days.

PERSONAL PROTECTIVE EQUIPMENT (PPE):

Due to the current COVID-19 Pandemic, all items considered PPE will only be accepted and refunded if the package is unopened and unused. These items include: Disposable Protective Clothing, Disposable Gloves, Goggles, Safety Glasses, Disposable Face Masks, and Face Shields.

CLEARANCE ITEMS:

Clearance items are not eligible for returns. Please contact our Customer Service Department at 1-877-734-2458 or email us at customerservice@onlinestores.com to assist you.

RETURNING FIREPLACE and CHIMNEY PRODUCTS

  • The product must be in new, unused condition meaning it must be returned in the original packaging. If your returned product is not in its original packaging, or the original packaging is damaged to the point that we cannot resell the product in that packaging, we reserve the right to charge a 15% re-stocking fee.
  • Products that are custom ordered like custom chimney caps, custom screens and other customized or made-to-order products are not eligible for return unless specifically noted on the product.
  • When you return products that were shipped to you for free (products over $99 or other free shipping offers) you get a full refund minus the original outbound shipping costs. Orders not eligible for free shipping will receive a refund for the amount of the returned product only.
  • Products that are Special Order items are noted as such and cannot be returned
  • Used consumer products like gel fuel and creosote remover cannot be returned.
  • All Stock Fireplace Doors will be subject to a 20% Restocking Fee when returned, please be sure you are verifying measurements before ordering to prevent this restocking fee. There are no exceptions

RETURNING LIGHTING PRODUCTS

  • Merchandise purchased at clearance pricing is not eligible for return.
  • Our company is totally committed to customer satisfaction.  Please visit our Online Returns Center to process your return or call 1-877-734-2458, Monday through Friday 8:00 AM – 5:00 PM EST.
  • We will accept the return of merchandise that was purchased from our store within 30 days of shipment date.
  • Used merchandise cannot be returned.
  • We will not accept the return of used merchandise. Items that have been used, opening parts or discarding the packing material are defined as used merchandise.
  • We do not refund any shipping charges.
  • If we do not receive your return in its original condition, a re-stocking fee will be deducted from your refund based on the table below.
    • Value $75 and under - Restocking fee = 20% of item value
    • Value $76 and over - Restocking fee = 10% of item value
  • Re-stocking fee applies only to qualifying returned merchandise that has been opened and is not considered to be in its original packaging/condition or the original packaging has been damaged.
  • Returns other than for exchange or replacement will be assessed a return fee of $8.49 to cover the cost of return shipping.
  • This policy applies to domestic orders only.

RETURN PACKAGING

We need the original packaging to be intact. Returned items in marked or damaged boxes may be refused by the post office or our warehouse. To avoid this, place your return item in a box or wrap it to ensure its safety during the shipping process. We apologize for any inconvenience.

EXCEPTIONS

Some products do not qualify for a pre-paid return label because of their value. Please feel free to contact our customer service department at 1-877-734-2458 or email us at customerservice@onlinestores.com and we will be happy to assist you.

DEFECTIVE RETURNS

Our company fully stands behind all our products. We will take care of any problems with merchandise that does not work as intended and work tirelessly until you are 100% satisfied. If the item you wish to return is inoperable, but has no apparent damage, it is considered defective. Handling this type of return will differ. Call or email us at customerservice@onlinestores.com before trying to return defective merchandise. Manufacturer defects found after 30 days of your order date are directed to the manufacturer’s warranty. The manufacturer will typically handle any problems for you directly.

DAMAGED RETURNS

Damaged merchandise includes items that have been damaged in route. If a shipment arrives at your door with obvious shipping damage, please refuse the delivery. If you have already accepted delivery and then find shipping damage, please call our customer service line immediately. Save all packaging material and paperwork. If you attempt to return the merchandise without speaking to one of our customer service representatives, you will jeopardize your chances of making a claim, and you may not receive credit for the return.

UNDELIVERABLE AND REFUSED PACKAGES

If a delivery is refused for any reason or considered undeliverable due to an invalid shipping address, you will be charged a penalty that may include, but not limited to extra shipping charges. Please proofread your order information before finalizing.

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