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Policies

ONLINE ORDER PAYMENTS

Payment is required to process an order. We accept all major credit cards.

If need to to process payment through our invoicing system per your organization’s procurement requirements, please contact us: 

[email protected]

202-363-1610

PROCESSING & LEAD TIME

 

We process orders Monday through Friday from 11am - 4pm. 


Due to the ongoing effects of the COVID-19 pandemic and the associated supply chain, manufacturing & shipping delays & constraints, we are unable to promise the delivery of any product(s) by a certain date. 

Most product(s) that are in stock will ship within 3 business days.

If your product(s) are on backorder or are made to order and have an extended lead time, we will reach out to you by phone and/or email to provide an estimated lead time. If the estimated delivery time frame is too long, you can cancel your order at this time & we will provide you with a refund.

By accepting the estimated delivery date & the potential for additional delays, you will be unable to cancel your order or receive a refund at a later time.

If your product(s) become unavailable, we will provide alternatives or give you the option for a refund. 

Custom flag(s), lapel pin(s), podium seal(s) & art fees are non-refundable. and cannot be canceled once the proof is approved for production.

SHIPPING & HANDLING

We ship via the US Postal Service or UPS unless otherwise specified, requested or required.

Customer is responsible for the cost of shipping. The cost of shipping is calculated based on the weight & dimensions of the package(s), the distance the package(s) will travel & any arrival requirements such as expedited services.

We work with our manufacturers to process packages for shipment to avoid damage during the shipping process & are not responsible for damaged products. However, if your product does get damaged, please contact us.

RETURNS

Please contact us to start a return.

Items must be returned within 30 days of purchase. All returned items must be in original boxes or packaging and properly packaged to avoid damage during shipment. All returned items must be in re-sellable condition and are subject to inspection for use & damage before credit is issued.

All sale items are final sale and cannot be returned. Returned items may be subject to a 15% restocking fee.

Custom items are non-returnable and non-refundable.

Customer is responsible for any return shipping costs. Kengla Flag Co. does not provide free return shipping unless the wrong product is sent.

EXCHANGES

We understand that occasionally our customers will order the wrong size flag, flag pole or accessory(s). We will do our best to work with you to exchange the product(s). The customer is responsible for any return & exchange shipping costs. 

Items for exchange must be returned within 30 days of purchase. All returned items must be in original boxes or packaging and properly packaged to avoid damage during shipment. All returned items must be in re-sellable condition and are subject to inspection for use & damage before an exchange is issued.

Customer is responsible for paying the difference between the return & exchanged product(s) and shipping costs for the return & exchange. 

Custom items are non-returnable and non-refundable.

REFUNDS

Custom items are non-returnable and non-refundable.

Items can be returned or exchanged within 30 days of purchase. All items for exchange must be in original boxes or packaging and properly packaged to avoid damage during shipment. All exchanged items must be in re-sellable condition and subject to inspection for use & damage before credit is issued.

All sale items are final sale and cannot be returned.

It may take up to 10 business days to inspect for use & damage before a refund is issued. Returned items may be subject to a 15% restocking fee.

Customer is responsible for any return shipping costs. Kengla Flag Co. does not provide free return shipping unless the wrong product is sent or there is a defect with the product.

CUSTOM

The size, construction, finish and quantity of your custom flag, lapel pins, wall and podium seal(s) are determined during the estimate process. Before you approve the estimate, double check to make sure that all the details are correct and accurate. If you have any questions, do not hesitate to ask.

Estimate acceptances must be provided via email by either clicking the “Accept” button in the Estimate or by replying to an email from our team. If your firewall prevents attachments, you can accept the Estimate by replying to the email we send you with the PDF attachment. 

After you accept the Estimate, we will receive a notification via email and will email you an Invoice for payment. Payment can be made through the Invoice or by calling us: 202-363-1610.

If your organization requires Collection Upon Delivery or payments to be made by check, please let us know.

After you pay the Invoice, we will submit your art to the Art Department for a formal proof. Once we have inspected the proof, we will email you the PDF proof for your review and approval. Proof approvals must be received in writing by replying to the email we send you with the PDF attachment.

Should your proof need adjustments, please reply directly to the email we send you with the PDF attachment. We can make 2 minor adjustments and edits to the proof; otherwise additional charges may apply or the customer will need to send updated art. We will notify you accordingly.

After you approve the Proof, we will move your custom item into production. An estimated production lead time will be provided at this time. However, due to the ongoing effects of the COVID-19 pandemic supply chain, manufacturing & shipping constraints, we are unable to promise the delivery of any product(s) by a certain date.

If your custom item will take longer than expected, we will contact you with an update. Please feel free to contact us with any questions in the meantime, as well. 

Most custom printed flags require approximately 3 weeks in production.

Custom appliqué flags require 10 weeks in production.

Custom lapel pins require 2 months in production.

Flag modifications, (ex: non-tangle rod & grommets, reinforced stitching, etc) vary depending on manufacturer capabilities at the time the order is placed and is limited at this time.

Custom items are non-returnable and non-refundable.

Should there be a quality control issue that is the responsibility of the manufacturer, we will work with you and them to correct it at no additional cost to you. However, we work to prevent most issues by properly vetting and verifying your custom item during the Estimate & Proof processes.

If you have any questions or want to check on the status of your order, please feel free to contact us. We are happy to answer any questions you may have and look forward to assisting you.

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← Return to the back office    PLEASE NOTE: We are now solely online. Our retail front closed 12/31/21. We apologize for any inconvenience this may cause. Thank you for your patience during this transition. Hide
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