At Portal of Hope, we strive for exceptional service to our customers. We believe it is paramount to create an extraordinary visit and buying experience and want our customers to be absolutely satisfied with their purchase.
We want you to love your purchase, but if you are not completely satisfied, we will gladly accept merchandise returns within 30 days of purchase. We ask you to do the following.
- For partial or full exchanges, please contact us using the email on your invoice or via the Contact Us form on our website to request a refund or an exchange.
- Items must be received by us within 10 business days of issuing the Return Authorization in new, unaltered, unused, and re-packaged in its original packing.
- Return shipment will be at the Customer’s expense. Overall shipping costs are non-refundable. Duties and international shipping costs are also non-refundable. For Customer’s within the United States, Portal of Hope will provide you a prepaid shipping label for the return, however, the return shipping cost will be deducted from the refund. Once the product is received and inspected, a credit will be issued for the product purchase, minus all shipping costs. As a general process, we initiate the refund back to your account within 2 business days. Please allow up to 5 days for the payment or credit card processor to complete the refund.
- For international customers, if a shipment is returned by the carrier due to a customer not being available to receive the package, the total cost to ship and carrier return cost will be deducted from the refund amount. It is the customer’s responsibility to be available to receive the shipment.
- Portal of Hope reserves the right to make all final decisions on returns. Custom personalized lasered or embroidered orders are non-returnable. No refunds, returns or credits will be issued without a Return Authorization from Portal of Hope or if the item is found to be damaged or misused from its original condition.
- All sales are final on clearance items 50% off or more.
Changes or Cancellations:
We ship within 2-3 business days after we receive your order. Custom orders, such as laser engraving or embroidery, ship within 3-4 business days. If changes need to be made, we will make every effort to do so. Please email us at using the customer service email on your invoice or via the Contact Us form on our website. If you have any questions about our return policy, please contact us at:
Via email using the customer service email on your invoice or via the Contact Us form on our website or By phone at 1-844-546-3671 (US Toll Free) or +1-610-615-0135 (Outside the US or US Local)