From time to time things can go wrong and mistakes can happen, which is very upsetting to us and we take it personally if our product does not meet or exceed our customers’ expectations.

If you are not satisfied with your order, please get in touch and let us know. We appreciate feedback from our customers and we are always striving to improve our business operations. You can contact us at 504-736-0003, or email customerservice@thebannerstore.net,  where one of our friendly customer service coordinators will be very happy to assist you Monday through Friday 9 AM to 5 PM Central Time

What is covered under our policy?

Our policy covers the aspects of our business that we have direct control over and does not cover the actions of third parties.

Under this policy, we guarantee:

• To deliver high-quality products in a timely manner.
• To deliver the product you ordered and the quantity you ordered.
• To deliver a product that is a close reflection of the artwork you uploaded.
• Due to different material types, we cannot guarantee color matching between materials as they take ink differently, print on different printers and have different production processes. and even if using the same color values, there can be slight variations.
• We only print CMYK colors. On Fabric’s we do not guarantee how PMS, Pantone, RGB, Spot or 5th colors will print out. They can print incorrectly, inverted or drop completely from the file. Please convert your colors to CMYK only to prevent major color issues.Please be aware colors on screen will appear darker when printed and to create file accordingly. When printing photographs, please make sure the color values and color space are both CMYK only.

Our policy does NOT include:

• Delivery times – as these are fulfilled by a courier. We can only provide you with an estimated delivery date which is a good indication of when you should expect your order, but not a guarantee.
• Delivery if a customer enters an incomplete or incorrect delivery address.
• A delivery that is refused by the recipient or if multiple delivery attempts are made unsuccessfully.
• Delays or damages in transit.
• Delays in production if we are awaiting information from the customer (new artwork to replace inaccurate or unusable previously uploaded artwork).

Our refund/reprint policy:

In the unfortunate event that a Rush or Express order has been delivered after the estimated delivery date, we will refund you the shipping charges. Please allow up to 8 business days for the payment to be reversed on your card.

We will not reimburse for lost or stolen packages that have Proof of Delivery.

If your order has arrived damaged we will replace it with a reprint of the damaged products. We require a photo to clarify the condition of your order before processing the reprint. The Banner Store will reprint original art uploaded on original order.

If the quality of the products you received is not satisfactory, please contact us within 10 days. We require a photo to clarify the issues with your order and may also ask that you ship back the products to us. The Banner Store does not reimburse for return shipping costs if it is determined that there is nothing wrong with the product being returned. The Banner Store will not be responsible for color matches if PMS values are not specifically requested on the purchase order.

If you are not satisfied with your order, please contact us by emailing customerservice@thebannerstore.net within 10 days of receiving your order. We work hard to respond to your requests within 1 business day and we will do everything we can to assist you.