Refunds, Returns and Shipping
Here at Flag & Cross all of our products are produced to order, so the length of production time may differ between products.
If you are unhappy with any item that you have received, please contact customer service by sending an email on our contact us page or firstname.lastname@example.org
If calling, please mention that your questions are for the Flag & Cross store. Phone: M-F 9-3pm (ET) 770-943-1600
It is very important that you read the description of each item before you place your order. There is a sizing chart available on our site so you can choose the correct size. It is also of equal importance that you provide us with your correct address information before you finalize your order as once shipped, packages cannot be rerouted or reshipped without additional shipping charges being applied.
Currently, we do not accept returns for any reason because as mentioned earlier, all orders are made-to-order.
If you wish to make a correction on your order, please contact customer service within 2 hours M-F 9am-3pm ET from the time you submitted your order. Your order information is immediately sent to the production facility but if you contact us within the indicated timeframe, we can attempt to make your requested amendments.
On the other hand, if we sent you the wrong order, kindly let us know as soon as possible so that we can send you the correct item!
Please place your order carefully. Because each order is made-to-order and sent immediately into production, it is very unlikely to be able to cancel an order once it is placed.
We use standard USPS shipping methods. The shipping fee will be included in your final bill, unless it was waived due to a promotion. Shipping fees are non-refundable once shipped. All orders are shipped when production is complete and receive an automated email including the tracking information. If you have a specific question about where your order is in the process of production and shipment, please refer to our contact us page or access the tracking information provided in your shipment alert email.
SHIPPING AND DELIVERY
At this time, Flag and Cross ships merchandise to locations within the United States and U.S. territories.
Flag and Cross staff will do our absolute best to help resolve any issues, and achieve total customer satisfaction every time. If we fail to achieve this for any reason, please give us the opportunity to make it right.
If you received a shipping alert with tracking information but have not yet received your order:
1. Please check with your local USPS/Carrier for delivery information, as once the order has been shipped, we no longer have access to it.
2. We urge you to immediately contact USPS and file a claim on your missing or misdelivered package(s).
3. Once you have filed a claim with USPS (and within 30 days of your undelivered package), contact Flag & Cross customer service at email@example.com
Flag & Cross cannot be responsible for damaged, missing, incorrect, or misdelivered packages by USPS carriers. As USPS is a part of the Federal Government and will not reimburse our small company for their mishandling of customers packages, we must enforce that anything over 30 days of delivery we are unable to reship out another order.