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.

Facemasks, Hand Sanitizer & Hand Sanitizer Stations
Because we are taking preorders on a first-come-first-serve basis and reserving stock, we are not able to cancel an order or do refunds for masks orders, hand sanitizer orders and orders for hand sanitizer stations. Due to potential sanitation issues, any products falling in this category are non-returnable.

Stock Orders
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.

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 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.

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, we can refund the postage and shipping portion of the order if you no longer want them mailed to homes 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.

Expedited Fees
If you paid a fee to expedite an order, that fee is available to 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, movie licenses & social media ads 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.
Outreach Inc. cannot be responsible for troubleshooting internet access, browser, download bandwidth or personal computer hardware or software issues.

Digital Kit Subscriptions
Due to the immediate availability of the download content and 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 setup 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. An 80% refund (less original shipping costs) will be issued. 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 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.


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 jobs, 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.

Postcard Delivery Guarantee
Delivery guarantee not valid in cases where severe weather impacts delivery. Delivery guarantee only applies when the targeted in-home date is a minimum of 5 Business days prior to the event. No guarantee is offered when a church chooses a closer targeted in-home date. Delays in postcard delivery must be reported within 10 business days of your original desired in-home date for guarantee to be valid. Postcard mailings may arrive earlier than the estimated delivery window.

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 an item is returned to Outreach after 3 unsuccessful attempts by our shipping provider (normally UPS, USPS, or FedEx), the customer will be responsible for any re-shipping charges. In such a case, the primary contact on the order will be notified by our Customer Care team through phone or email to review re-shipping arrangements and payment.

Digital Downloads
Outreach Inc. provides up to five (5) downloads for each digital download. Purchased downloadable content is non-refundable. If you experience technical difficulties, then we will make every attempt to assist and may provide additional downloads. Please call 800-991-6011 for assistance.

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.