Refunds & Returns

Please read this policy carefully before completing your order, as you may be asked to acknowledge it at checkout.

Damaged, defective, or incorrect items — replacement only

If your order arrives damaged, defective, or is not what you ordered, a free replacement will be sent. This category is replacement only; cash refunds are not offered unless a replacement is operationally impossible, such as when the item is permanently out of stock. Requests must be submitted within 14 days of delivery.

• Contact us with your order number and clear photos of the damage, defect, or incorrect item.
• You do not need to ship the damaged item back; please recycle it.
• Requests submitted after the 14-day window cannot be honored under this policy.

Buyer’s remorse returns

If you change your mind, you may return an unused, resalable 9/11 Tribute Poster within 30 days of delivery. Because these are limited commemorative pieces, buyer’s remorse returns are accepted only if you cover all associated costs:

• Original outbound shipping is non-refundable and will be deducted from your refund.
• Return shipping is the customer’s responsibility. A trackable, insured method is recommended; items lost or damaged in transit back cannot be refunded.
• A 5% restocking fee, based on the product subtotal, will be deducted from your refund.
• Items must arrive in resalable condition, unframed, unmarked, and in the original mailing tube or postcard sleeve.

How to start a return or replacement

• Contact us with your order number and reason.
• A reply will be sent within one business day with instructions.
• Approved refunds are issued to the original payment method within 5–10 business days of receipt, or for damaged-item replacements, once the replacement has shipped.

Non-returnable items

• Optional frames are made to order and are not returnable unless they arrive damaged or defective.

Cancellations

Orders may be cancelled for a full refund within 24 hours of being placed, provided the order has not already shipped or been fulfilled. After the 24-hour cancellation window has passed, online cancellation is no longer available. To cancel an eligible order, use our Cancel Order page and enter the same name and email address used when placing the order. Once your order has shipped, please follow the return process above.