At Bonfire, we strive to print every order perfectly on high-quality products and ship them in a timely fashion. If we ever come up short and you receive an imperfect product, we’ll make it right. Here’s how:
1) From our Contact Page, select “I have an issue with my order”
2) Fill in your order number and email address used at checkout to locate the order in our system.
3) Once the correct order is found, select one of the following reasons for your refund or replacement request.
Change or cancel a recent order
Exchange for a different size
My order hasn't arrived yet
Problem with an order received
Other
Change or Cancel a Recent Order
If the campaign batch is still open, you have the option to change or cancel your order. After a campaign’s end date, we are not able to cancel orders as they are already being produced and shipped. Orders from a campaign with Print on Demand enabled can only be changed/cancelled before 11:59 pm EST the day the order was placed.
If you would like to change or cancel your Supply order, please contact our support team as soon as possible. We will not be able to cancel Supply orders that are already being produced and shipped.
Delivery Issues
You can track your order by visiting our Track Your Order page or your confirmation email.
If your order has yet to arrive within Bonfire’s stated shipping times, you’ll be able to verify and change your address for a replacement order through our contact page.
*Please keep in mind, due to the custom, print-to-order nature of our business, replacements take 2-3 weeks to arrive.
Exchange for Different Size
If the size didn't end up working out for you, select a new size, verify the shipping address, and we’ll send a replacement!
Bonfire does not do product exchanges for different styles. If requesting a replacement, you’re only able to change the item's color and/or size. If you’d like a different product, you’ll need to request a refund and then place a new order.
Due to the custom, print-to-order nature of our business, replacements take 2-3 weeks to arrive.
Misprinted, damaged, defective or incorrect orders
If your order arrives damaged, misprinted, or incorrect, select the products in your order that need attention and upload two images of what you received. One of the entire item and another close enough so the imperfection can easily be seen.
After you upload photos, please provide our quality assurance team with a brief description of the issue you experienced.
Ex: “There is a hole in the left sleeve”, “The logo is in the incorrect spot”, or “I ordered a large but received a medium.”
Once our team approves your request, we will gladly offer you the choice between a replacement or a refund.
Due to the custom, print-to-order nature of our business, replacements take 2-3 weeks to arrive.
Please note that we are not able to issue refunds or replacements for orders placed more than 4 months ago.
Tracking Your Replacement
Once you submit your request for a replacement order, we will send verification and a new tracking number to your email! We will also notify you when your order begins shipment.
If there are any problems with your replacement or your request was denied, please reach out to us through our contact page. Our Customer Success Team will be happy to help.