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Thank you for ordering from the PFLAG National shop. We understand that sometimes returns and exchanges need to be made; see below for information and details on how to make and manage those requests. Please note: We have a 30-day limit on any and all returns/exchanges. Not to worry: if we have made an error in your order, we will make it right!

Have a question not addressed here? Please contact Customer Service at

  • Decorated apparel cannot be returned or exchanged unless the item(s) delivered don't match the order that was placed (i.e. you ordered a small shirt and we sent a large one; you ordered a teal leash and we sent a white one) or if the item arrived defective or damaged. For these situations there are two options: exchanges or return/refund.
    • Exchanges. We will replace the item sent for the item originally ordered.
      • If the item originally ordered is out of stock, we will contact you to confirm a similar item or to refund instead (see "Refunds" below).
    • Return/Refund. We will refund the item you ordered and have you ship back the item received.
      • Item(s) must be returned unused and in the same condition in which you received it, in the original packaging
      • There are certain situations where only partial refunds are granted:
        • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
        • Any item that is returned more than 30 days after delivery
  • Regardless of whether you are exchanging or returning, the item you received will need to be shipped back to us.
    • Please send us an email at to request a Returns Authorization Number (RAN).
    • Upon receipt, we will supply the RAN and a shipping label for you to send back the item you received.
    • Please pack your item safely and follow the instructions sent with the RAN and shipping label.
    • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
      • For exchanges, we will confirm the item before shipping, and then provide you a tracking number once your replacement has shipped
      • For refunds, if you meet the criteria above your refund will be processed, and the funds automatically applied to your original method of payment, within 5-7 business days.
        • If you do not see the refund credited back to your account after 7 business days, first check with your credit card company or bank, as they might see the credit pending on their side and can inform you of when you will see the funds available in your account. If they do not see the pending refund, please contact us at
  • Please note: if you received the item as a gift from someone else and it needs to be exchanged or returned for one of the reasons noted above, you will receive a gift credit for the value of the return once the returned item is received. If the item wasn't marked as a gift when purchased--or the gift giver shipped the item to you themselves--have them contact us directly using the steps noted above; the refund will be credited to the buyer (gift giver).

Have questions not addressed above? Please contact Customer Service at!