• Shipping and Returns

    Are customers able to modify their Red Cross Store orders?

    • Once an order has been submitted the Red Cross Store is unable to modify those orders. The Red Cross Store is unable to add items, change the order, item quantity, shipping address, or the shipping method once orders have been submitted.

    • NOTE: If an order has been placed but has not yet shipped. The Red Cross Store can cancel the order upon the customer’s request.

    Can customers cancel their Red Cross Store order?

    • The Red Cross Store can cancel any order that has not yet shipped upon the customer’s request. Once a Red Cross Store order has been submitted, the orders are immediately processed to ensure the order is delivered in the expected timeframe outlined on the customer’s order confirmation. Customers are able to check the status of orders through the ‘My Account’ section on redcross.org/store. The customer will need to login using their Red Cross Store account login email address.

    • If the order placed by the customer is on-hold or backorder, the order can be canceled within the “My Account” section on redcross.org/store. The order can also be canceled by speaking with a Red Cross Store Customer Service representative. Red Cross Customer Service can be reached at 1-833-733-7763 or through email at support@redcrosstraining.org. Available hours of operation are, Monday through Friday 7:30AM to 10:00PM Eastern. The customer should have their order number ready prior to calling.

    • NOTE: If the order or a specific item on the order has a status other than backorder or on-hold the item or entire order is unable to be canceled.

    What is the Red Cross Store Return Policy?

    • The Red Cross Store has a 30-day return policy for Training Supplies, Books & DVDs, Emergency Preparedness, First Aid items, Apparel and Accessory items purchased after April 5, 2021.

    • All unwanted items must be in new, unused condition and at times still in their original packaging. Refunds will be issued to the customer’s original method of payment within 7-10 business days after receiving the return at our warehouse.

    • Electronic Textbooks and other digital materials are non-refundable.

    • Some clearance items may be final sale and thus non-returnable. Any item that is final sale will include a note in the item description.

    • The Red Cross Store advises customer to open the box(es) their order arrived in to inspect the contents. Even if the customer does not intend to use the contents immediately.

    • If the customer determines there is an error in the shipment or if an item is missing from the order, please contact Red Cross Customer Service by phone, (833) 733-7763, or by email, support@redcrosstraining.org.

    • In the case of a shipping error, packing error or defective item, the customer will receive a refund of the entire product price on the original form of payment as well as the shipping cost.
    • To return the item contact Red Cross Customer Service for a prepaid shipping label.

    • All ZOLL, Philips and Physio Control branded Automated External Defibrillator (AED) units, AED training units and accessories must be returned to the manufacturer. Please call the manufacturer at the below numbers to initiate the Return Merchandise Approval (RMA).

    • ZOLL: (800) 348-9011

    • Philips (888) 744-5477

    • Physio Control (800)-442-1142

    • Only Red Cross branded AED training units and accessories can be returned in accordance with the Red Cross Store return policy. The Red Cross Store has a 30-day return policy for training supplies.

    What if a customer changes their mind after the return deadline and the product is NOT damaged?

    • Red Cross Store returns and exchanges on Training Supplies, Books & DVDs, Emergency Preparedness and First Aid items, Apparel and Accessory items will only be accepted 30 days after the order was originally shipped.

    How do customers return their order if the return packing slip has been misplaced?

    • If a customer has misplaced their return packing slip, a generic return packing slip can be obtained on the Red Cross Store website.

    • NOTE: Not all items are returned with this return packing slip, please read the return instructions carefully. Electronic Textbooks and other digital materials are non-refundable.

    How do customers return an item from their original order?

    • If the customer is not satisfied with the original order and wishes to conduct a partial return the Red Cross Store will refund the returned items that adhere to the Red Cross Return Policy.

    What is the process for returning items to the Red Cross Store?

    • Every Red Cross Store order sent to a customer comes with a packing slip. On the bottom of each packing slip is the return packing slip.

      Customers should adhere to the following:

      1. Please fill out the return packing slip with the order #, item #, item quantity, item name, and the return code for the items being returned to the Red Cross Store. The return codes note the reason the customer is returning the item.

      2. The customer should include the return packing slip and a copy of the original order confirmation in the return package. If a customer omits any information, it may delay return processing.

      3. The customer should ship the return package to the address listed on the return packing slip under the heading, ‘Red Cross Store.’ The Red Cross Store recommends customers use a shipping method that can be tracked and is insured.

      4. Once the Red Cross Store receives the returned items, the customer will be refunded on their original form of payment for the order, excluding the original shipping charges. If the customer was invoiced, the customer will receive a credited invoice, excluding the original shipping charges.

      NOTE: The customer will be notified by email from transactions@outreach.redcross.org once the return has been processed. The Red Cross Store recommends customers whitelist this email address.

      NOTE: Some clearance items may be final sale and are non-returnable. Any item that is final sale will include a note in the item description. Bundles and Kits are offered to Red Cross customers as a way to purchase multiple items together at once. If the customer wishes to return a Bundle or a Kit for a refund, the customer must return the ENTIRE BUNDLE / ENTIRE KIT

    Where do I find my order confirmation number?

    • If you have the original packing slip, this information will be contained within the document. If the document has been lost, you may go to https://www.redcross.org/store and login with your user credentials, Go into "My Account" and navigate to the Order Details History Page. Find your order and print out the page or add the confirmation number to the generic packing form.

    What are my shipping method cut-off times?

    • Below are the approved cut-off times on store products

      For any Order being shipped by "FedEx Priority – Next Day or the 2nd Day", all orders must be placed on the site before 1:30PM EST of the same day.

      For any Order being shipped by "FedEx Ground" or with "USPS", all orders must be placed on the site before 3:30PM EST to be shipped by the End of the Next Business Day.

      For any Order being shipped by "FedEx Priority – Next Day or the 2nd Day", all orders must be placed on the site before 1:30PM EST of the same day.

      For All International Shipment Orders being shipped by "FedEx", all orders must be submitted latest by 1:30PM EST to be shipped by the End of the Next Business Day.

      For any LTL or TL Orders, all orders must be submitted latest by 3:30 PM EST to be shipped by the End of the Next Business Day.

    When can I expect my apparel purchase to ship?

    • Apparel items require 4 days prep time in addition to the shipping method chosen. For example, if express 2-day shipping was placed on an apparel time, please allow for 6 business days (4 business days to prep the apparel item and 2 business days for priority shipping method chosen).

    When can customers expect their order for First Aid kits and/or Emergency Preparedness kits to ship?

    • Certain first aid and emergency preparedness kits are built to order due to their components. These kits require up to 2 days preparation time in addition to shipping time to deliver. This information will be indicated on the product page underneath the order quantity field.

      In case of a shipping error, packing error or defective item, you will receive a refund of the entire product price on the original form of payment as well as the shipping cost. To return the products contact the customer service center for a prepaid shipping label.

    What is your return address?

    • For all items, please ship the return form and item to:

      Red Cross Store:
      1560 E. Stateline Rd.
      Southaven, MS. 38671

    What is your warranty policy?

    • Most products sold on the Red Cross Store do not come with a warranty. Damaged or defective items should be returned for a full refund or replacement.

    What is your warranty policy regarding - AED Training Devices?

    • American Red Cross AED training devices have a 12-month warranty. Customers may be required to confirm the lot number on the back of the AED training device in order to return or exchange defective devices. Please note that the 12-month warranty applies to the AED trainer only, the AED trainer pads do need to be replaced periodically once they no longer adhere to the manikins.

    What is your return policy regarding - Eton Radios

    • Eton emergency products can be returned or exchanged with the Red Cross Store within 30-days of receipt. After 30-days, consult the enclosed warranty to determine how to return or exchange a defective radio directly to Eton. If you purchased an earlier model that is now discontinued contact Eton directly at www.etoncorp.com.

    What is the shipping policy for wallet cards?

    • Wallet card orders will be shipped within 2 business days of receipt of the request. Expedited orders will be sent via Fed-Ex one day shipping. Non-expedited orders will be sent via regular postal mail and may take an additional 5-7 days for shipping.

    Where can I download my eLifeguard return packing slip?

    • Most eLifeguard products adhere to the Red Cross Store return instructions. However, due to their size the following eLifeguard products must be returned to the manufacturer:

      Red Cross Tri-Fin Junior Rescue Board (760070)
      Red Cross Plastic Spinal Backboard with Head Immobilizer & Flotation Rods (760058)
      Red Cross Complete Rescue Backboard System (760067)
      Red Cross Complete Rescue Backboard + Deck Paddle and Velcro System (760068)
      Red Cross Pediatric Backboard Immobilizer (760071)
      Red Cross LG 500 Plastic Lifeguard Chair (760046)

      To facilitate the return, download the eLifeguard packing slip eLifeguard Return Form and follow the instructions.