Returns, Exchanges & Workshop Guarantee

At Flag & Torch Company, every piece is built with purpose, honor, and time-honored craftsmanship. Because we specialize in Custom Build-To-Order (BTO) commissions and Limited Ready-Made (RM) inventory runs, our policies are designed to protect both our clients' investments and our workshop's artisan labor.

Custom Build-To-Order (BTO) Commissions

Final Sale Status: Because Custom BTO pieces are individually personalized (incorporating specific unit crests, names, dates, ranks, or custom dimensions), all custom sales are final once production begins. They cannot be returned or exchanged for buyer's remorse.
48-Hour Cancellation Window: You may cancel a custom order within 48 hours of placement for a full refund. After 48 hours, raw materials are allocated and digital proofing begins; past this window, orders cannot be canceled.
Design Proof Revisions: Custom build requests include one (1) digital design proof and one (1) minor revision round. Client approval of the final proof is required before physical woodworking or engraving commences.

Ready-Made (RM) Limited Inventory

14-Day Return Window: For non-custom, Ready-Made batch items, we accept returns or exchanges within 14 days of delivery.
Condition: Items must be unused, in their original condition, and packed in their original protective packaging.
Return Shipping & Fees: The customer is responsible for return shipping costs. Approved refunds are processed within 3 to 5 business days after inspection, covering the purchase price of the item excluding original shipping charges.

Transit Damage or Workshop Defects

7-Day Inspection Window: If your shipment arrives damaged by the carrier or features a rare manufacturing defect, notify us at Support@flagandtorchco.com within 7 days of delivery.
Required Evidence: Please include your Order Number and clear photos of the damaged item and exterior packaging.
Our Guarantee: Once verified, Flag & Torch Company will cover all reshipment/repair costs and fast-track a replacement build at zero cost to you.

Apparel & Secondary Gear (Printful Fulfillment)

Apparel (shirts, hoodies, hats) is fulfilled directly through our printing partner.
If an apparel item is returned due to an incorrect address, it will be held for 30 days. You can update your address and pay shipping fees within this window. Unclaimed apparel after 30 days is donated to charity.

How to Start a Return or Claim

Contact our support team with your order number ready: