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Terms and Conditions
Quick Reference:
Contact Us
By Mail
Eagle Mountain Flag
PO Box 500
Wimberley, TX 78676
By Phone
Toll Free: 1-800-385-5605
International Customers dial +1-512-847-0010
By E-mail
E-mails are answered same day to next business day.
General customers: eagle@eaglemountainflag.com
Government customers: info@eaglemountainflag.com
Placing an Order
Online (preferred)
Placing your order online is the fastest way. It's fast, easy, and completely secure. You can pay online with a major credit card,
or indicate that you will be paying with a check, purchase order, or other method (which you will then need to send in). Depending
on the products you order, we may need to get a shipping quote - in which case we will e-mail you with a final total before we charge
your credit card or ask you to send in your check or other payment.
Phone
We also accept phone orders! If you're not quite sure what you need, or just want to talk to a real live person to place your order - call
us toll-free at 1-800-385-5605 (International customers, dial +1-512-847-0010).
Hours of Operation
Our customer service center is available Monday through Friday from 9:00 AM to 5:00 PM Central Standard Time.
Checking Status of an Order
To check the status of your order, log in to My Account and click on Recent Orders. You can also call us toll-free at
1-800-385-5605 or e-mail info@eaglemountainflag.com.
Please note: Because some of our items are drop-shipped directly from the factory, status information may sometimes be
delayed for up to 2 business days following shipment.
Sales Tax
Sales tax is charged on all orders and shipments within the State of Texas, at a rate of 8.25%. Certain items shipped to the
states of Illinois, Wisconsin, California, Maryland, and Pennsylvania may be taxable as we have warehouses in those states.
For orders shipped to other states, or items where we are not required to collect the tax, the end user is responsible for complying
and remitting taxes as necessary in their jurisdiction.
Canceling/Changing Orders
Once you have placed your order online or confirmed it with one of our customer service representatives, you can make changes as long as
it has not been shipped (or sent to the warehouse for fulfillment). If a delivery attempt is made and a package is refused you will be
charged a penalty that may include, but not limited to extra shipping charges.
Shipping Policies
Proofread your order carefully! Shipping information cannot be changed once your items have shipped. We process orders very
quickly, and once your order has shipped we are unable to modify it. We apologize for any inconvenience, and we hope that our faster
processing times work to your advantage.
Most orders will ship same day to the end of the next business day. Deadline for orders requiring UPS Next Day, 2nd Day, or 3 Day Select
delivery is 2:00 PM CST (Central Standard Time) for items in stock. Orders placed after 2:00 PM will ship by the end of the next business
day for items in stock. UPS Next Day, 2nd Day, or 3 Day Select orders placed on a Friday after 2:00 PM CST will ship the following Monday.
We ship to all U.S. States.
If you ship to a P.O. Box with no street address, and you select a shipping method other than USPS, you can be charged an additional
fee of $10.00 per package for ground shipping, and $15.00 per package for any express shipping service.
If your address is invalid and any correction needs to be made by Eagle Mountain Flag or any of our shipping carriers, you can be
charged an additional fee of $10.00 per package for ground or economy service and $15.00 per package for any express shipping service.
If a delivery is refused for any reason other than damaged, or considered undeliverable due to an invalid shipping address you will
be charged a penalty that may include, but not limited to extra shipping charges. Please proofread your order before completing
the checkout process!
Refunds & Returns Policy
WASHING, USING OR DEFACING ANY ITEM PURCHASED FROM EAGLE MOUNTAIN FLAG AUTOMATICALLY CONSTITUTES AS NON-REFUNDABLE NON-RETURNABLE.
Please allow 3 to 10 business days for your return to be processed. To help us process your return in a timely fashion, please include
the packing slip or a copy of the invoice and a reason for return. If you do not have either, please put a note inside the package with
your order number, name, address and telephone number.
We reserve the right to charge a 10% re-stocking fee on any orders that are returned.
FLAGS: Return unused item(s) within 14 days of receipt for a full refund LESS shipping/handling fees. State and International flags
that you have paid extra to add a pole hem and/or fringe are NON-REFUNDABLE.
FLAG CASES: Return unused item(s) within 14 days of receipt for full refund LESS shipping/handling fees and $10 restock fee.
FLAGPOLES: Return unused item(s) within 14 days of receipt for full refund LESS shipping/handling fees. There is a 10% restock fee
for all in ground flagpoles. There is a 10% restock fee on indoor and wall mount residential flagpoles. Please contact us if you need to
return a large one piece flagpole, as these ship directly to the flagpole factory. Customers will have to pay for the freight to return their
commercial flag pole. There is also a 10% restock fee on commercial grade and a 15% restock fee on commercial one piece flag poles. Poles shipped
via Freight must be inspected by the receiver before you sign the delivery acceptance form. Eagle Mountain Flag is not liable for damaged or
missing items when shipped via freight if you sign for it accepting responsibility of delivery. However, if you notice something is missing or
damaged upon receiving, before a signature is given you should refuse delivery and contact us immediately.
DEFECTS: Defective items must be reported within 14 days of receipt. Eagle Mountain Flag will exchange the defective item(s) if reported
within 14 days. Some items may have a natural flaw which is not considered a defect. Eagle Mountain Flag will not be liable for defective items
NOT reported within the 14 day policy.
CUSTOM ORDERS: Custom orders, such as flags and lapel pins, are non-refundable/non-returnable.
SPECIAL ORDERS: Special orders are non-refundable/non-returnable. This includes custom items, embroidered, headers, fly end corners,
engraving plates, flags that you paid extra to add a pole hem and/or fringe to, and any international or state flags over 5' x 8'. Larger
flags are not a stock item, they are made to order. Eagle Mountain Flag will not be liable or held responsible for misspelled orders placed
online by the customer. Please proofread and look over your order before completing the checkout process.
SHIPPING/HANDLING FEES: Non-refundable.
All return products except large, one-piece flagpoles should be shipped to:
Eagle Mountain Flag
333 FM 2325
Wimberley, TX 78676
Please contact us if you need to return a large one-piece flagpole, as these ship directly to the factory.
Purchase Orders
We accept purchase orders from corporations, government, schools and other institutions. The minimum order is $50.00. You can place your order
online - when asked for a payment method during the checkout process, select the option for purchase order. We will hold your order until we
receive your purchase order, which should be faxed to (512) 847-6942 or mailed to Eagle Mountain Flag, PO Box 500, Wimberley, TX 78676.
You MUST FAX OR MAIL your own Purchase Order form. Purchase Order Form MUST be from your company's accounting department. Purchase Orders MUST
be signed and have a contact name and phone number, ship to and bill to address, and you must be credit worthy. The PO must show the items you
want and the prices. It may take longer to process a PO if credit check is needed, typically 3 - 5 days. We do not ship PO's by air. If you need
goods quickly order online with a credit card and specify next day or 2 to 3 day air. Purchase orders faxed over to us that are incomplete will
NOT be processed. Eagle Mountain Flag is NOT liable for negligence. Please proof your purchase order before faxing. Please check the fax number
before faxing. We do not accept COD orders.
PURCHASE ORDERS ARE NOT ACCEPTED FOR CUSTOM PRODUCTS.
Inaccuracy Disclaimer
From time to time there may be information on our web site or in our product fliers that contain typographical errors, inaccuracies, or omissions
that may relate to product descriptions, pricing, and availability. Eagle Mountain Flag reserves the right to correct any errors, inaccuracies
or omissions and to change or update information at any time without prior notice. In the event that you have placed an order and it contains
incorrect or inaccurate information, we will notify you of the discrepancy and let you make a decision as to how to proceed.
On occasion, actual flag colors may differ slightly from those pictured on our site. These discrepancies are out of our control, and Eagle Mountain
Flag will not be held responsible.
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Copyright © 2008 Eagle United U.S.A., Inc. All rights reserved.