Our average turnaround (production) time is 1 to 3 business days. This will depend on what you are ordering and also the order volume.

Transit will be a further 1 to 5 days, depending on which method of shipping you selected.

If it has been over 8 business days since you have ordered and you still have not received your item, please check your email and SPAM box, as we are waiting your response. If you have any questions on why you haven’t received your product, please fill out the form to the right.

We always strive to provide the best shopping experience. Before your order is shipped out, The Retractable Banner Shop will check to ensure that your print and any other products you purchased through the site is correct and free of manufacturing defects.

However, from time to time, there may be an error(s) with your order and we will do our best to correct the error. If your order is incorrect (incorrect is defined as receiving a product of a design that you did not submit) or has a defect (defect is defined as having missing or broken parts), you must contact our customer service department by email or phone within 24 hours of delivery during business hours.

We reserve the right to ask for photos or additional information regarding the issue with the order.

Cancellation
If you would like to cancel your order, please contact customer service via email or phone as soon as possible. You may NOT cancel your order once you have approved the proof.

If you have changed your mind and wish to cancel the purchase, we offer different levels of refunds depending on when the cancel request was made.

If the cancel request was made:

• before the required/ requested proof was sent* – we will offer a 100% refund
• after the proof was sent but before it was approved – we will offer a 75% refund
• after proof was sent and approved by you but before the actual item is created – we will offer a 75% refund
• after the actual has gone into production – we will offer a 40% refund

We will refund your particular amount back to your credit card or PayPal account that was used to make the purchase within 5 business days of your cancellation request.

Refunds
Refunds generally take several business days to show up on your bank account or PayPal account. With some financial institutions, they may even take up 30 days to post your refund on your account. This will vary depending on your financial institutions.

**Broker Return Policy
Orders processed under a Broker account CANNOT be refunded as agreed to in the terms of use of joining the program, except in cases where there are manufacturing defects.

You can change your billing and shipping address on your account by visiting: https://theretractablebanner.shop/my-account/edit-address/

If you have already placed your order and need to change the address on your order, you will need to notify us at sales@theretractablebanner.shop.

Please include your Order Number and your new shipping address, and once received, we will send you a new order confirmation with the revised address.

If you have an active account with us, you can find your order status here: https://theretractablebanner.shop/my-account/orders

If you checked out as a guest, you can find your status here:

There are three main ways you can contact us.

Phone:

Email: sales@theretractablebanner.shop

Contact Form on the right

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This really depends on what you are purchasing. If you have specific package sizing requests, please send us an email at sales@theretractablebanner.shop or fill out the form to the right.