At Bonfire, every order is custom-printed just for you, and we care about making sure you’re happy with what you receive. If something seems off with your order, let us know - we’re here to help and will review every concern with care.
How to submit a request
If there’s an issue with your order, here’s how to get help:
Visit our Contact Page and select “I have an issue with my order”
Enter your order number and the email address used at checkout to locate your order
Choose the reason for your request:
Exchange for a different size
My order hasn't arrived yet
Problem with an order received
Other
Follow the prompts to complete your request
Important note: Issues must be reported within 90 days of purchase to remain eligible for a refund or replacement. Bonfire does not process traditional returns or exchanges. Since all of our products are made to order just for you, we’re unable to accept returns or restock items.
Once submitted, our team will review your request and follow up via email. If a replacement is approved, we’ll send tracking details when it ships. Please note that, due to Bonfire’s custom print-to-order model, replacements shipping within the U.S. typically take 2–3 weeks to arrive. Replacements shipping outside the U.S. typically arrive within 4-5 weeks.
Delivery issues
You can track your order by visiting the 'Track Your Order' page or by referring to your confirmation email. If your order is past the estimated delivery window, you can request a replacement by following the steps above. See our shipping times here.
Exchange for a different size
If the size you ordered didn’t work out, we'd love to help! You can request a replacement in a different size or color of the same item by following the steps to submit a request. We do not offer exchanges for different product styles. If you request a replacement, you can only change the item's color and/or size.
Damaged, misprinted, or incorrect items
If your item arrives damaged or doesn’t match what you ordered, we’ll do our best to make it right. When submitting your request, you’ll be required to do the following:
Upload two photos - one showing the full item and one showing a close-up of the issue.
Include a brief description of the problem (e.g., “The design is off-center” or “I received the wrong size”).
📸 Providing clear photos helps our team quickly verify the issue and determine the next steps. If we’re unable to confirm the issue based on the information provided, we may not be able to approve the request.
When a request may be denied
We want to be as fair as possible, but there are certain cases where a refund or replacement may not be eligible:
The order was placed more than 90 days ago
The item was in transit when the request was submitted and has since been delivered
No quality issue can be confirmed from the information provided
The product was printed as shown in the design preview
The item was damaged after delivery in a way that falls outside normal use
The wrong color, product, or design was selected during checkout
The order has already been refunded or replaced
If you’re unsure whether your order qualifies, or if your request was denied and you'd like to follow up, don’t hesitate to email our team at support@bonfire.com. We're always happy to take another look.