Product Policies

PRODUCT POLICIES

Shipping Policy

  • We ship orders via UPS, FedEx, and USPS. These carriers allow us to provide reliable and efficient delivery services to our customers.
  • Please note that free shipping is not available for orders shipped to Alaska, Alabama, or Hawaii. This applies to all orders, including during promotional events or special offers. Standard shipping rates will apply to these destinations at checkout.
  • If changes need to be made to an order, such as updating the shipping address—please send an email to: support@stand-flagpoles.com as soon as possible after placing the order. We will do our best to accommodate your request. However, once the order has been processed and is on its way to the carrier for scanning, changes may no longer be possible. If the order has already been handed off to the carrier and you notice an error in the shipping address, we recommend contacting the carrier directly to explore available options.
  • We are unable to ship to PO boxes or international destinations.

Damaged or Lost Packages

If your package is damaged upon arrival or hasn’t been delivered, please contact our customer service team right away at: support@stand-flagpoles.com or care@standflagpoles.com

Steps for Handling Lost or Undelivered Shipments

  1. Contact Us
    If your order appears to be lost, hasn’t arrived, or there’s no tracking activity, please reach out to us as soon as possible with your order number and shipping details.
  2. We Begin an Investigation
    Once notified, STAND will open an investigation with the shipping carrier (e.g., UPS) to determine the location and status of your package.
  3. Investigation Timeline
    Please allow a few business days for the carrier to complete their investigation. This prevents sending duplicate shipments in case the original is located and delivered.
  4. Ongoing Communication
    We’ll keep you updated throughout the process and share any information we receive from the carrier.
  5. Final Resolution
    If the carrier confirms the package is lost or undeliverable, we will resolve the issue promptly, by reshipping your order.

Note:
Our top priority is ensuring your order is delivered. We appreciate your patience while the investigation is carried out.

Cancellation Policy

Returns

Return Window

Refunds or exchanges are only available within 30 days of purchase. After this period, we are unable to offer a refund or exchange.

Eligibility for Returns

  • All return requests must be previously authorized by Customer Service. To request a return approval, please email us at: support@stand-flagpoles.com or care@standflagpoles.com
  • Items must be unused, with all original packaging and parts/accessories.
  • All transactions on promotion or with a discount, or sale items are FINAL. No returns, exchanges refunds, or credits will be allowed on items purchased with a discount or on sale.

Return Process

  1. Contact us at support@stand-flagpoles.com or care@standflagpoles.com with your order number and reason for return.
  2. We will request additional information from you, such as pictures, videos, etc.
  3. Please note that submitting all required information does not guarantee that your return request will be approved.
  4. If it's approved, you will receive return instructions, including the return address.
  5. In situations where a return is approved by Stand Flagpoles due to a customer-initiated mistake (such as ordering the wrong number of items, cancellation, change of mind, or a preference for a different item, etc.) the return fee must be covered by the customer.
  6. Ship the item back within 7 business days of return approval using a trackable shipping method.

Refunds on Returned Items

  • Refunds are issued to the original payment method after we inspect the returned item.
  • Please allow 5–7 business days after return receipt for processing.
  • Original shipping charges are non-refundable, unless the return is due to our error or a defective product.

Damaged or Defective Items

  • If you received a defective item, please contact us within 30 days of delivery.
  • Claims submitted after 30 days from the delivery date will not be honored.
  • Include photos or video of the issue for faster resolution.
  • We will analyze each case carefully and provide the best solution based on the situation.

Replacement Policy

  • To initiate a replacement product request, please contact Customer Service at support@stand-flagpoles.com or care@standflagpoles.com. You will be asked to provide evidence of manufacturer defect before a replacement request is escalated for review.
  • Cosmetic damage caused by the customer or overall wear and tear from the use of the product is not eligible for a replacement.
  • The warranty does not cover any damages caused by improper handling by the customer.
  • All issues must be reported to customer service prior to taking any action.
  • An approved replacement is considered a warranty replacement. Warranty replacements are only eligible for a one-time replacement under any included or extended warranty.
  • While the Company appreciates the return of defective products by customers for research purposes, returning the product is not mandatory in all cases for a replacement order to be issued. Our customer support team will specify when you will need to ship back the item(s).

Product Warranties

We STAND behind the quality of our products and strive to provide a positive customer experience. All Roosevelt Flagpoles are covered by Limited Lifetime Warranty on the flagpole (*), and all other items are covered by a 30-day manufacturer defect warranty from the date of delivery. This excludes general wear and tear, acts of nature, damage caused by the customer, improper installation, accident, or negligence.

Product Name Warranty Days
Roosevelt Flag Pole Limited Lifetime Warranty on flagpole (*)
LED Solar Flag Pole Light 180 Days
All other items 30 Days

(*) Limited Lifetime Warranty

Coverage:
Structural Integrity – The structural integrity of this pole is covered under the warranty. All manufacturer defects are covered under the lifetime warranty.

General Wear & Tear

General wear and tear is not covered in this warranty. Accessories such as hardware items, rope, top cap, flags, cleat and PVC sleeves may wear due to weather and other exposures and are not covered under the warranty.

Scratch and Dent

Scratches, cracks and potential dents caused by general wear and tear are not covered under this warranty.

Damage Caused by the Customer

The warranty does not apply to damage caused by misuse, improper handling, or incorrect installation by the customer, and the product will not be eligible for a return, replacement or refund.

Shipping on Replacement Parts

Shipping and handling on replacement poles and parts is not covered under this warranty. Customer will be responsible for costs related to shipping. This policy helps us ensure that we can continue to offer high-quality products at competitive prices, ensuring that all customers receive timely and effective support.

Our One Year Extended Warranty is limited to ONE replacement flagpole per purchase from the delivery date.

Limitations

  • After approval, customers are eligible for one replacement per purchase.
  • Excludes cosmetic damage incurred during transit and wear and tear.
  • Excludes damage caused by the customer. Warranties do not apply to damage caused by misuse, improper handling, or incorrect installation by the customer, and the product will not be eligible for a return or refund.
  • Shipping fees are non-refundable.
  • Item must be returned in its original condition.
  • Return shipping costs are the responsibility of the customer.
  • Proof of purchase is required for all warranty claims.
  • Items must be returned with all original packaging and accessories.

30-Day Warranty

All other items are covered by a 30-day manufacturer defect warranty from the date of purchase (except for our LED Solar Flag Pole Light that is covered by a 60-day manufacturer defect warranty from the date of purchase). This excludes general wear and tear, acts of nature, damage caused by the customer, improper installation, accident, or negligence.

Coverage:

  • General Wear & Tear – General wear and tear is not covered in this warranty. Products may wear due to weather and other exposures and are not covered under the warranty.
  • Scratch, Crack and Dent – Scratches, cracks and potential dents caused by general wear and tear are not covered under this warranty.
  • Damage Caused by the Customer – The warranty does not apply to damage caused by misuse, improper handling, or incorrect installation by the customer, and the product will not be eligible for a return or refund.

Shipping on Replacement Parts

Shipping and handling on replacement items and parts are not covered under this warranty. Customer will be responsible for costs related to shipping. This policy helps us ensure that we can continue to offer high-quality products at competitive prices, ensuring that all customers receive timely and effective support.

All damage must be reported to customer service before attempting any repairs or using tools such as hammers, drills, etc.

If you purchased a Standard Flagpole: 1-Year Extended Structural Warranty for our 20' and 25' Standard Flag Poles, you will be covered within one year from the date the product was delivered. Extended One Year Warranties are limited to ONE replacement pole per purchase.

IMPORTANT: Warranties cannot be purchased after a flagpole has been delivered. Extended Warranty covers ONE Standard Flagpole. If you have purchased multiple Standard Flagpole Kits you will have to purchase multiple warranties. Warranties cannot be stacked or combined. This warranty explicitly covers both 20' and 25' Standard Telescoping Flagpoles – NOT Roosevelt Premium Flagpoles.

Limitations

  • Customers are eligible for one replacement per purchase.
  • Warranty expires 30 days after confirmed delivery.
  • Starting from the delivery date.
  • Excludes cosmetic damage incurred during transit.
  • Excludes damage caused by the customer. Warranties do not apply to damage caused by misuse, improper handling, or incorrect installation by the customer, and the product will not be eligible for a return or refund.
  • Shipping fees are non-refundable.
  • Item must be returned in its original condition.
  • Return shipping costs are the responsibility of the customer.
  • Proof of purchase is required for all warranty claims.
  • Items must be returned with all original packaging and accessories.