How to Start a Return

IMPORTANT: An approved Return Authorization (RA) From is required for ALL returns.

Create your RA request online.

1. Log into your account
2. Go to your My Account and scroll down to see your Order History
3. Locate the Order with items you would like to return
4. Click the "Return" button to open our Returns Portal
5. If you already know the Order # and email address used to place the order, then simply click here to Start a Return
6. Select the items, quantities and reasons for return
7. Submit the Return Request
8. Our team will review the request and we will email you a PDF copy of your Return Authorization once approved (allow 24-48 hours)
9. Download & Print your PDF Return Authorization and place inside your return package(s)

• What are your Return Policy deadlines?
  • Standard Policy: You have 90 days after the delivery date to return.
  • VBS Returns: Hard deadline is Sept 1st of the current year. Our generous VBS Extended Returns policy is designed to help you in that we allow you to return after your program is completed, but kindly request that you send your return within one week of your VBS ending.
  • Prefilled Communion: For perishable items we offer 90 day returns. However, if you have an issue with your TrueVine order we recommend contacting our Customer Service Team.
  • Custom Products: Items such as custom banners, custom t-shirts, custom postcards, etc. are not eligible for return. If you have an issue with your custom product, please contact us and we will do whatever we can to make it right.
  • Sunday School Returns: We allow returns of the current quarter items up until the end of the first month of that quarter. Example: Fall Quarter curriculum starts Sept. 1 and can be returned until Sept. 30.
• Do you accept items that have been opened?
  Generally no, with few exceptions. All returns must be "like new", unused, and in resellable condition. If opened, product must be in "like new" condition with all original packaging intact and included. If we are not able to resell the item, then we cannot provide credit back to you. The reason we do this is simple, we want to honor other customers who may in the future be using this product. We never sell you or anyone else a subpar product. We understand that for items like VBS Starter Kits they must be opened to be reviewed, however all components must be in "like new" condition. If you have a particular question about your return, please contact us prior to sending us your return. As always, if you are ever dissatisfied with the product then please call us and we will take care of you.
• Do I have to pay for return shipping costs?
  Yes, return shipping costs are the customer's responsibility, unless there was an error on our part. We cover the return shipping costs for issues like product defects or incorrect shipments, however these must be approved beforehand by our team and we will issue a shipping label.
• How long does it take to get my credit/refund?
  It takes about 1-2 weeks for us to receive and process the return. We will then issue a credit/refund.
  NOTE: Please allow 2-3 weeks during our busy VBS season (June-August).
  By default we will issue a "Store Credit" to your account which can be used instantly. We only provide "cash refunds" upon request. Ex: Orders paid with credit card will be refunded back to that credit card used. Orders billed to a church account will have a credit issued to their account which can be applied to open invoices. A refund check will be issued if the account is paid in full. Allow up to 2-3 weeks to receive checks.
• Do you accept returns on clearance items?
  No, these are items heavily discounted for final sale. However, if you have a particular question about your return, please contact us and we will take care of you.
• Are there restocking fees?
  No, with very rare exceptions. There are very few select few products (ec: Clergy shirts and specialty items) that require a restocking fees, these are clearly noted and stated on the item record on the website.
• Can I return custom print items?
  Items such as custom banners, custom t-shirts, custom postcards, etc. are not eligible for return. If you have an issue with your custom product, please contact us and we will do whatever we can to make it right.
• Will my return/credit amount be adjusted if I used coupons or promo codes?
  Yes, we will adjust your final credit based upon the amount you purchased and qualify for. We prorate your return based upon the promotion applied. Details regarding this will be clearly indicated on your Credit Memo.
• What if I placed multiple orders? Can I send together in one box?
  Yes, but we require a separate Return Authorization form for each individual order. Complete a return authorization form for each order, print it out, and include them in your return shipment. If possible, please group the items from each order together within the one box. This will greatly assist our warehouse to clearly identify the return so we can issue you the proper credit.
• What if my return is not accepted?
  If your return is not accepted you will be contacted and given the reason why it was not. We do not send products that do not meet credit criteria back to you. If you have concerns, contact us prior to returning.
• Why would a return not be accepted or no credit be given?
  If a Return Authorization has been provided prior to returning, then it is rare that credit would not be given. This only occurs when we are unable to resell the products due to the condition they were returned. This typically occurs when the product is not in the original packaging, some parts missing, or it is a perishable product past or near the expiration date. As always, if you don't receive credit for a return and are ever dissatisfied with our decision then please call us and we will take care of you.