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Cancellation, Refunds, Returns or Exchanges

**NOTICE: UPS & FedEx are temporarily suspending service guarantees. This includes all shipments, ground + 3Day + 2Day + Next Day Air. Because of this, we are unable to guarantee a specific date for your delivery.

Cancellations & Refunds

*All refunds will be issued by check. They will be processed and sent out within approximately 30 days of your request.

Sanitizer, Personal Protective Equipment and Communion Cups:
Due to the nature of sanitizer and PPE products, we are not able to offer Return Authorizations or refunds for masks, hand sanitizer, sanitizer dispenser stations, Purerox, Foggers or Communion Cups. Due to potential sanitation issues, any products falling in this category are non-returnable. If there is a defect issue, Outreach will replace any defective product(s) at no charge.

Stock Printed Items & As Seen Banners:
Stock orders (pre-printed items) may ship as early as the same day the order is placed. Because of this, cancelation requests need to take place prior to it being shipped. Any refunded amount is subject to a 3% processing fee. Print-On-Demand “As Seen” banners and signage (not customized) are not eligible for cancellation once they’ve been printed nor are they eligible for return. If there are defects or flaws on any printed or print on demand item, beyond an industry accepted margin of error or color variation, they will be replaced at no additional cost.

Custom & Customize For Me Orders
Due to the nature of personalized or custom orders, once a project proof is approved, that order immediately goes into production and cannot be cancelled. If a cancellation is made after it’s been through production and we are able to catch the order before it’s shipped, and you no longer want it, we may be able to refund the shipping. Any refunded amount is subject to a 3% processing fee.

Customize Online Orders
All customized online orders are proofed and approved by the customer before submitting the order. Outreach is not responsible for any misspellings, grammatical error or other mistakes made by the customer. Once a project proof is approved, that order immediately goes into production and cannot be cancelled. If we are able to catch the order before it’s shipped, and you no longer want it, we may be able to refund the shipping. Any refunded amount is subject to a 3% processing fee.

Postcard Mailings
If a postcard mailing proof has not been approved and you wish to cancel the order, we can refund everything less a 10% processing fee. Once a postcard mailing proof has been approved, it immediately goes into production in which case the printing and mail house fees cannot be refunded. If we are able to catch the order a minimum of two days before it’s scheduled ship date, and you no longer want them mailed to homes, we can refund the postage and shipping portion of the order less a 3% processing fee. After an order has been shipped to a post office, we are not able to refund the shipping and postage fees. On-time shipping guarantees are not valid in cases where severe weather impacts delivery. Postcard mailings may arrive in homes earlier or later than the estimated delivery window.

Expedited Fees
If you paid a fee to expedite an order, that fee is available for refund before the design proof has been approved. Once the proof has been approved, it immediately goes into production in which case the expedited fee cannot be refunded.

Digital Kits & Downloads
Digital products including videos, church kits and movie licenses are non-refundable. If you experience technical difficulties directly related to the content or it’s delivery from Outreach Inc., our customer service team will make every attempt to assist you. For assistance please call 800-991-6011 or email customerservice@outreach.com. Outreach Inc. cannot be responsible for troubleshooting internet access, browser, download bandwidth or personal computer hardware or software issues.

Customize Online Orders
All customize online orders are proofed and approved by the customer before submitting the order. Outreach is not responsible for any misspellings, grammatical error or other mistakes made by the customer. Once a project proof is approved, that order immediately goes into production and cannot be cancelled. If we are able to catch the order before it’s shipped, and you no longer want it, we may be able to refund the shipping. Any refunded amount is subject to a 3% processing fee.

Digital Kit Subscriptions
Due to the immediate availability of the download content and digital library, the Outreach Church Kit and Video Subscription Plan and other annual digital subscription plans are non-refundable. However, customers can cancel at any time to prevent automatic annual renewal.

Facebook Ads or Outreach Everywhere
With Facebook Ad or Outreach Everywhere orders, a great deal of work is done immediately upon an order coming in to set up your ad. Due to this, any cancels related to a Facebook Ad or Outreach Everywhere order is subject to a $75 cancellation fee.

Returns & Exchanges
Any resellable stock (pre-printed, non-banner) item may be returned for a full refund (less original shipping costs) within 30 days of the original purchase date. Items returned after 30 days, but before the 60-day return limit, will be charged a 20% restocking fee. CDs & DVDs must be returned unopened and still wrapped in the plastic shrink wrap. If an item is defective, please contact our Customer Care department for a potential replacement. To return or exchange your eligible order, please call Customer Service at 1-800-991-6011 to obtain your Return Authorization Number. In order to receive a refund, all items must be returned within 2 weeks of obtaining your Return Authorization Number. No returns can be accepted beyond 60 days. Print-On-Demand (“As Seen”) banners and signage are not eligible for returns.

Disclaimers
All returns must be in their original, unopened packaging and have a Return Authorization Number on the shipping label. In order to receive a refund, Outreach must receive all the returned products within 2 weeks of Return Authorization Number issue date. We recommend using FedEx or UPS shipping carriers and insuring your package. No COD’s or outside contractor packaging or shipping charges will be accepted. Refunds will be issued upon receipt of materials and they are found to be in resalable condition.

Custom and Personalized Products
Due to the nature of Personalized or Custom print items, Outreach is not able to offer a refund on these products. Customers will receive a project proof for all custom print projects. Once the customer approves a project proof sheet, Outreach cannot accept responsibility for errors made or missed by the customer.Any return that does not comply with the above policy may be rejected.

Color & Size Variances
Banner sizes can fluctuate slightly with banner finishing techniques; please allow a variance of 1 inch in each direction when planning your installation or display. Slight color variations on banners are a natural part of this printing process and should be expected. Although Outreach strives to ensure that multiple banners in an order coordinate, the colors may vary slightly. Color variations may also be present between different printed materials such as paper, vinyl, fabric, etc.

Unsuccessful Delivery Attempts
If a stock, non banner, item is returned to Outreach after 3 unsuccessful attempts by our shipping provider (normally UPS, USPS, or FedEx), the purchaser will be notified and a refund will be issued for the product less shipping. For any returned customized items and/or “As Seen” banners, the purchaser will be responsible for the cost of reshipping the item(s). The order will be held pending communication with the customer to obtain payment information to re-ship the package.

Hardware Warranty
Our hardware or banner stands are covered under warranty to be free from defects in hardware material and workmanship if properly used under normal conditions. Under this warranty, we will correct or replace any hardware or parts that fail within 6 months of purchase. This warranty shall not apply to any products that must be replaced because they have been subject to misuse, negligence, improper installation or accident, or that have been altered by someone other than Outreach. Any units damaged during shipping or transportation will be covered. We strongly suggest that you set up your display upon receipt. While we endeavor to ship you a perfect item, unfortunately, freight damage does occur. Any replacement parts or missing items will be sent to you at no charge.

Electronics Warranty
Our Foggers and Sanitizer Dispensers are covered under warranty to be free from defects in material and workmanship if properly used under normal conditions. Under this warranty, we will correct or replace any hardware or parts that fail within 3 months of purchase. This warranty shall not apply to any products that must be replaced because they have been subject to misuse, negligence, improper installation or accident, or that have been altered by someone other than Outreach. Any units damaged during shipping or transportation will be covered. We strongly suggest that you set up and test your equipment upon receipt. While we endeavor to ship you a perfect item, defects and freight damage can occur. Any replacement parts or missing items will be sent to you at no charge.