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.
What’s eligible for a replacement or refund
We’ll gladly review requests if an order/item has one of the following issues:
Arrives damaged or defective
Has a print or product quality issue
Arrives incorrectly due to our error (wrong item, size, or design)
Never arrives or appears to be lost in transit
Is significantly delayed beyond the expected delivery window
Doesn't fit as expected (size exchanges are supported)
Requests must be submitted within 90 days of purchase.
How to request a refund or replacement
If there’s an issue with your order, here’s how to submit a request:
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 submit your request
Once your request is submitted, our team will review it and follow up via email.
If a replacement is approved, we’ll send tracking information as soon as it ships. Because all Bonfire items are custom printed to order, replacement orders shipping within the U.S. typically take about 2–3 weeks to arrive. International replacements typically arrive within 4–5 weeks.
If a refund is approved, it will appear on your original payment method typically within 3–10 business days, depending on your bank or payment provider.
Photo requirements
Photos are required for requests involving print or quality issues, damage, or incorrect items so our team can accurately review and resolve the issue. To help us review your request quickly, it’s best to include:
A photo of the full product with the entire item in frame
A close-up of the issue, if applicable
A photo of the product tag, if applicable
Photos taken in good lighting (natural light preferred)
What’s not eligible for a replacement or refund
We’re unable to offer replacements or refunds in the following situations:
The request is submitted more than 90 days after purchase
We’re unable to verify the issue based on the information provided
The incorrect item, color, size, or design was selected during checkout
The design contains a typo or error that was approved in the design mockup
The item was damaged due to misuse or improper care
The item is no longer wanted after delivery
The order is actively in production or transit and has not exceeded the expected delivery window
Since every item is printed specifically for each order, we’re unable to accept traditional returns or restock products. However, if there’s an issue with your order, our team is always happy to review it and help determine the best resolution available.
Additional policy details
Resolution of issues
Once we've reviewed your request and shared our decision, the issue is considered resolved under our policy. If you feel the outcome doesn't address your concern, reach out — we're happy to take another look and will handle each situation individually.
Orders including additional donations
If your order includes an additional donation, the donation becomes non-refundable once the order has entered production. Additional donations can only be refunded if the order is canceled before production begins. Read more about how to cancel an order here.
Need help with something else? This request process is best suited for issues involving your printed order itself (like delivery problems, quality concerns, or exchanges). For anything unrelated to a physical order issue (like sales tax reimbursement), our support team is happy to help directly.
Reach out to our support team at support@bonfire.com. We’re happy to take a look and guide you through your options!