Return Policy
American Cancer Society eStore Returns and Refunds are dependent upon the item.
For Print on Demand and Made To Order products:
Due to the nature of these products, Returns and Exchanges are not available. Please confirm sizing with provided sizing charts on each item before purchasing. If your order has arrived incorrect or damaged, please Call our Customer Service at 1-800-319-6778 or email acs@brandfuel.freshdesk.com within 5 daysof the receipt of your purchase.
For Inventoried Items (skus begin with "300C"):
Brand Fuel is committed to unparalleled service and quality products. If you are not completely satisfied with your order, we will gladly accept your return and provide a full refund.
You may return unwashed, unworn and unused merchandise within 30 days of the receipt of your purchase for a full refund of the purchase price, minus shipping and handling. Exchanges can be made for in-stock merchandise. Please note that exchange orders will be shipped at the customer’s expense. Call our Customer Service at 1-800-319-6778 or email acs@brandfuel.freshdesk.com within 30 days of the receipt of your purchase. A return authorization number (RA#) will be assigned to your order. The RA# is required for your full refund.
When packing your return item, indicate the reason for your return, include the packing slip with your return, and wrap the package and contents securely. If you do not have your packing slip, please indicate the order number or the e-mail address and name of the person who purchased the order, along with the reason for your return on a separate piece of paper.
If you received damaged or defective merchandise, please contact us by phone at 1-800-319-6778 or email customer service immediately! We will ship the damaged merchandise back at our expense. We will replace the item or issue a full refund after we receive the damaged/defective product. You will not be charged any additional shipping or handling fees for replacement. This must be done within 10 working days of receipt of your order.
In the unlikely event that your order does not arrive to its destination, please contact Brand Fuel Customer Service at 1-800-319-6778, or email customer service immediately and within 30 days of your purchase. At that time, we will initiate an investigation, and either refund or replace your order. We are unable to offer refunds or reshipments after 30 days due to carrier policies.
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How do I cancel an order?
See our Return Policy for return details.
How do I change my order?
If you need to change your order after it's been submitted, please reach out to Brand Fuel Customer Service at 1-800-319-6778, or email customer service.
To modify selected items or the chosen shipping method after checkout, we'll need to cancel your original order, allowing you to place a new one.
How do I track an order?
All orders will receive an order acknowledgement after the order is placed. If you did not get an email acknowledgement, please contact Brand Fuel Customer Service at 1-800-319-6778, or email customer service. Orders typically ship within 24 hours during the work week. Orders placed on Friday, typically ship on Monday. When orders ship, buyers will receive a tracking number so they can see when and through what method they can expect delivery.
My size doesn’t fit, what should I do?
See Cancel / Return / Refund Policy above. For exchanges, please be sure to use the size charts for apparel located on the product page.
How do I return my order?
See Cancel / Return / Refund Policy above.
My order says delivered, but I never received it. What do I do?
Please contact Brand Fuel Customer Service at 1-800-319-6778, or email customer service to review the situation, work with the shipper to find the shipment and possibly to replace your order.
What is this charge for on my credit card? How does the charge appear?
Charges will appear as “Brand Fuel” on your statement. Brand Fuel is the authorized 3rd party merchandising partner for ACS.
How do we handle chargebacks?
Please contact Brand Fuel Customer Service at 1-800-319-6778, or email customer service. Please be sure to have your order #.
What products do we sell with the ACS logo on them?
We work with Brand Fuel, the authorized 3rd party merchandising partner for ACS to offer a specialty catalog of items such as drinkware, apparel, bags, decals, towels, golf products, desk and computer accessories, executive gifts, hats, as well as wellness and lifestyle items.
How do I make an order?
You can place an online order by navigating to www.shop.cancer.org.
Can I make an order by phone?
Yes. Please contact Brand Fuel Customer Service at 1-800-319-6778.
What is the customer support email address?
acs@brandfuel.freshdesk.com
What is the customer support telephone number?
800-319-6778
What is the customer support promise SLA?
See our Return Policy for return details.
How quickly are items delivered?
Orders will delivery based on shipping method chosen, typically within 5 days in US.
Are there any discount codes?
There will be discount codes, promotions, and specials run periodically. Currently, we are working on a free freight based on order volume promotion.
Hours of operation for phone?
8:30am - 5:30pm ET, M-F
How quickly does your support team respond to email inquires?
Customers receive an automatic response stating their inquiry has been received and that we will respond within 24 hours. Our service team reviews inquiries all day so when there is an urgent need, they can and do prioritize those.
What shipping vendors do you work with (e.g. USPS, UPS, FedEx, etc.)
We procure the best rates based on shipping address, which can include USPS, UPS, FedEx, or other carriers.
Can items be shipped to a P.O. Box?
Yes; these addresses default to USPS as the shipper.