Kwik Trip / Kwik Star Merch Shop
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Customer Service


KwikTripMerch Return & Exchange Policy

It is our goal that you are as happy as possible with every order you place on this site. We understand that sometimes an item isn't quite what you hoped for or just doesn't fit right. This is why we offer a 30-day return period on items that are undamaged, unused, and in new condition. Any exceptions to this policy will be noted on the individual items.

Before initiating a return or exchange, a Return Merchandise Authorization (RMA) must be requested from our partners at Identity Works. Follow these steps to request a RMA:

  1. Go to Your Orders on the Kwik Trip Merch store under the "Your Account" menu.
  2. Select the order that contains the item(s) you would like to return or exchange.
  3. Click the Start A Return or Start An Exchange button.
  4. Select the item you want to return/exchange and the reason for the return/exchange.
  5. Click Submit My Request.
  6. On the following screen you will receive your RMA and additional information related to your return/exchange.

Returns/exchanges received with proper RMA information and in resaleable condition will be refunded for the item's original purchase price (original shipping costs are nonrefundable). Shipping fees associated with returning items are your responsibility. If you exchange an item that is shipped within the continental United States, standard shipping will be free for the replacement.

Accepted Credit Cards

If credit cards are a payment option on this site, we accept VISA, MasterCard, American Express, and Discover cards. If there are any issues with your credit card, you will be contacted by Identity Works, the company that manages this store. The charge on your credit card will appear from "IDENTITY WORKS, INC". The checkout process itself employs Secure Sockets Layer (SSL) technology to insure your information is secure. SSL encrypts your order information and sends it to a secure server, making it difficult for that information to be decoded by a third-party. Any additional payment options will be shown in the checkout process.

Apparel Care

For all apparel, follow the item's care tag when caring for item. In addition to those instructions, here are some do's and don'ts when caring for decorated items.

Embroidered Apparel
Do - Wash and dry inside out
Do - Wash in cold water, gentle cycle
Don't - Iron directly on embroidered area
Don't - Wring item out

Screen Printed Apparel
Do - Wash and dry inside out
Do - Tumble dry low or hang dry
Don't - Wash in hot water
Don't - Use bleach
Don't - Iron on printed area

Heat Transfer Decorated Apparel
Do - Wash and dry inside out
Do - Wash in cold water
Do - Tumble dry low or hang dry
Don't - Iron transfer area
Don't - Dry clean
Don't - Use bleach

Apparel Sizing

Apparel varies in sizing from brand to brand. Each item has a specific sizing chart posted. Be sure to check these sizing charts to ensure you are ordering the correct size.

Changing Your Order After Placement

For all changes or cancellations, please call our Customer Service Team directly (1-877-827-8677) or emailing [email protected]. Due to the speed of fulfillment, we cannot guarantee an order can be changed or canceled.

Closing Your Account

If you've had problems with our site or one of our products, please let us know! However, if you'd still like to close your account, please contact Customer Service at 1-877-827-8677 and they will inactivate your account. While your account will no longer be active, previous order information is kept for an indefinite period of time.

Contacting Identity Works, Inc.

This site was developed by Identity Works, Inc. All suggestions regarding this site including product recommendations, technical issues, and order fulfillment questions should be directed to Identity Works. We can be contacted at:

Identity Works, Inc.
920 Industrial Drive
West Salem, WI 54669
Toll Free: 1-877-827-8677
[email protected]

Standard Customer Service Hours: Monday - Friday (8:30am - 5pm CT) - Excluding Holidays

When calling or emailing regarding your order please have the following information ready or include it in your email; QB order number, your name, why you are contacting us and a return phone number. If you need to leave a voice mail we will contact you as soon as possible, usually the same day during business hours.

Cookie Requirements

Like many online retailers, we use cookies to recognize you as you use or return to this site. This is done so that we can personalize and enhance your browsing and shopping experience. "Cookies" are small files that we place on your computer's hard drive to collect information about your activities on this site. Cookies help us to: (1) speed navigation, keep track of items in your shopping cart and provide you with content that is tailored to you; (2) remember information you gave us so that you do not have to re-enter it; and (3) monitor the total number of visitors, and pages viewed.
Browsers are typically set to create cookies automatically. You can choose to have your browser notify you when cookies are being written to your computer or accessed, or you can disable cookies entirely. If you disable cookies, however, you will not be able to place items in your shopping cart, and therefore you will not be able to place an order with us online. Also, by not using cookies, some features and services may not function properly.

Credit Card Charges

If paying using a credit card, your card will be charged within 1 business day of placing your order. Please note that this date may differ from the ship date of your items.

Overrun/Underrun Policy

For custom produced items such as printed items (business cards, letterhead, envelopes, etc.) and custom produced items (custom promotional products), Identity Works has up to a 10% over/under run policy. This means that due to the manufacturing process, you may be shipped and billed for +/- 10% of your order quantity for these types of items. If you want to ensure that you do not get less than the amount ordered, please state this in the special instructions on your order.

Privacy & Security

The security of your personal information is very important to us. We never sell or rent your personal information to any third parties under any circumstances. We highly value your trust, and work to protect the security and privacy of any personal information you provide to us and will only use it as we have described in our Privacy Policy.

Sales Tax

Identity Works collects sales tax on all applicable orders shipped to Illinois, Minnesota, and Wisconsin. If you have questions regarding this policy, please contact [email protected].

Shipping Timelines

Identity Works has a strong partnership with UPS and all shipments will be shipped using UPS. By using UPS and not another service, we ensure that all orders have tracking numbers and can be followed all the way to your doorstep. When checking out, you will have the option of several shipping methods. All orders received by 2PM Central Time for in-stock items will ship out the same business day. UPS Ground shipments will arrive 5-6 days after shipment. UPS 3-Day Select shipments will arrive 3 days after shipment. UPS 2nd Day Air shipments will arrive 2 days after shipment. UPS Next Day Air shipments will arrive 1 business day after shipment. UPS does not ship on Saturdays or Sundays. International shipments are subject to delays in Customs. All shipments are subject to delays due to weather.

If you need to track your order, please visit your Order History area on this website. Tracking Numbers for your order are uploaded within 1 business day of shipment.

Site & Product Suggestions

As with any online store, we strive to make sure that our site is as user friendly as possible. To achieve that high-level user experience your feedback is invaluable. We encourage you to let us know about any suggestions you have for the site, or other products you'd like to see. Please contact [email protected] to let us know your suggestions!

Tracking Your Order

After you order has shipped, the tracking numbers will be available in the "Order History" area of the site.

Kwik Trip / Kwik Star Merch Shop - - [email protected]

Need Help Now?

Can't find an answer in our FAQ?
[email protected]
Monday - Friday (8:30am - 5pm CT)