Returns & Exchanges
The 9/11 Memorial Museum Store is committed to your satisfaction, and returns are accepted for most items within 30 days of purchase with a valid receipt. All proceeds from your purchase directly support the National September 11 Memorial & Museum and its mission.
Verify Eligibility
Ensure your item is in its original, unused condition with all tags attached; please note that personalized items and final sale merchandise cannot be returned.
Contact Support
Email our customer service team at shop@911memorial.org to request a Return Merchandise Authorization (RMA) number and receive specific shipping instructions.
Package Your Item
Securely pack the merchandise in its original packaging if possible, and include a copy of your packing slip or order confirmation email inside the box.
Ship and Track
Affix the provided return label or ship via a traceable carrier to our distribution center; once received, please allow 7-10 business days for your refund to be processed.
30-Day Window
Return within 30 days of delivery
Free Returns
Prepaid shipping label provided
Fast Refunds
5-7 business days processing