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      Orders

      • What if I need to change my order?

      Once an order is placed, we’re unable to make any change. Please email us at Museumstore@911memorial.org to cancel an order or create a new order.

      • How Do I edit my shipping address?

      If your order is shipping to an incorrect address, please contact Customer Service right away.

      • What’s the status of my order?

      Once you’ve received your shipping confirmation email you can click ‘View Your Order’ and see the status of your delivery. It may take 24 hours for tracking updates to appear. If you have any questions about the status of your order, please contact Customer Service.

      • What if something I order arrived damaged?

      If you receive any defective or damaged items in your package, please contact our Customer Service.

      • What if my order never arrived?

      Log into your account to view the status of your order. Be sure that all the items in your order have shipped already. If your order displays your tracking number, please check with the shipping carrier (UPS or USPS) to verify your package was delivered. If your package shows a status of “Delivered”, please contact Customer Service for assistance.

       

      Shipping

      • How fast is your shipping?

      Most of our order are shipped within 2-3 business days of purchase. Once your order is shipped, we estimate you will receive your order within 5-7 business days of its ship date if you are located within the continental U.S. If you need your item(s) sooner, please select an expedited shipping option.

      We do not ship on the weekend or U.S Holidays, and we do not offer Saturday delivery.

      • Do you ship to P.O boxes?

      Sorry, we do not ship to P.O boxes yet. If you entered a P.O box as your delivery address, we will reach out to get an alternative address which may delay your delivery.

      • Do you offer international shipping?

        Yes, we offer international shipping. For delivery outside the U.S allow up to 10 business days (varies by location). Shipping costs may also be influenced by the size and weight of the product and your location. Please be aware that recipients are responsible for any applicable duties, taxes, or brokerage fees. Not all products are eligible for shipping outside the United States.

      • How fast is your international shipping?

       Most of our orders are shipped within 2-3 business days of purchase. Once your order is shipped, we estimate you will receive your order within 7-10 business days of its ship date. Shipping times may vary.

      Returns

      • What is your online return policy?

      For online orders, we accept items in its original condition with original tags attached for a full refund. Please contact Customer Service museumstore@911memorial.org

      • What if I need to exchange something for a different size or color?

      Sorry, once the order is placed we are unable to make changes. If your order has shipped and you would like to exchange something for a different size or color, please return the original item(s) and place a new order. If you order hasn’t shipped reach out to our Customer Service team.