2. Custom Production and Fulfillment

Our products are customized according to the artwork, colors, placement, size, material, and other specifications selected or approved by the customer.

Custom products may be manufactured by our specialized production team and production partners, including facilities located outside the United States. Customer support, order management, quality control, and U.S. order dispatch are coordinated by Custom Hat Maker.

Every custom order is inspected before shipment.

3. Digital Mockup and Approval

A digital mockup is provided before production begins.

Customers are responsible for reviewing and approving:

• Spelling and wording
• Logo and artwork placement
• Patch shape and size
• Hat style and color
• Thread, leather, and decoration colors
• Quantity and other order specifications

Production begins after the customer approves the digital mockup. Delays in approving the mockup may delay production and delivery.

Digital mockups are normally provided within 1–2 business days, although complex artwork or large orders may require additional time.

4. Production Time

Standard production time is normally:

5–7 business days after digital mockup approval

Large-volume orders, highly detailed designs, special materials, revisions, or peak-season demand may require additional production time.

Rush production may be available for selected orders. Customers must contact us before ordering to confirm rush availability and charges.

Production time and shipping transit time are separate.

5. Shipping Destinations

We currently ship to addresses within the United States, including Alaska and Hawaii.

Additional shipping charges or longer transit times may apply to:

• Alaska
• Hawaii
• U.S. territories
• Remote delivery locations

UPS shipments may not be available for P.O. Box addresses. USPS may be used when a customer provides a valid P.O. Box address.

We do not currently offer standard international checkout shipping unless international delivery has been specifically confirmed with our customer support team before ordering.

6. Shipping Carriers

Orders may be shipped through:

• USPS
• UPS
• Another trackable carrier when appropriate for the order

The selected carrier depends on the package size, weight, destination, service availability, and shipping option selected at checkout.

7. Shipping Charges

Free Shipping

Free standard shipping is available for qualifying orders of $150 USD or more delivered within the continental United States.

Free shipping is applied automatically at checkout when the order qualifies.

Orders Under $150

For orders below $150, shipping charges are calculated and displayed at checkout before payment is completed.

Shipping charges may depend on:

• Package weight and dimensions
• Delivery address
• Selected carrier
• Selected delivery service
• Current carrier rates

Customers will be able to review the applicable shipping charge before placing the order.

8. Estimated Delivery Times

Estimated carrier transit times after shipment are:

• USPS: approximately 2–7 business days
• UPS: approximately 2–5 business days
• Free standard shipping: approximately 4–10 business days after production

Typical estimated total delivery times, including production, are:

• Free standard shipping: approximately 9–17 business days
• USPS paid shipping: approximately 7–14 business days
• UPS paid shipping: approximately 7–12 business days

These timeframes are estimates and are not guaranteed delivery dates.

Business days are Monday through Friday, excluding U.S. federal holidays.

Delivery may take longer because of weather, carrier disruption, incorrect addresses, customs or transportation delays, peak seasons, natural disasters, or other circumstances outside our reasonable control.

9. Order Tracking

Once an order has been handed to the final delivery carrier, the customer will receive a shipping confirmation containing:

• Tracking number
• Carrier name
• Tracking link

Tracking information may take up to 48 hours to update after the shipping label is created.

Customers may also check their order through our Order Tracking page or contact support@customhatmaker.us.

10. Address Accuracy

Customers are responsible for providing a complete and accurate shipping address.

Address correction requests must be submitted before shipment. We cannot guarantee that an address can be changed after production or fulfillment has begun.

If an order is returned because of an incorrect, incomplete, or undeliverable customer-provided address:

• The customer may be responsible for reshipping charges
• Original shipping charges may not be refundable
• Customized products will not be refunded solely because an incorrect address was submitted

11. Damaged Shipments

Customers should inspect their package promptly after delivery.

Shipping damage must be reported within 7 calendar days of delivery by contacting support@customhatmaker.us.

The customer must provide:

• Order number
• Description of the damage
• Clear photos of the product
• Clear photos of the outer packaging
• Clear photos of the shipping label

After verification, we will provide an appropriate solution, which may include replacement, repair, reshipment, or refund.

Customers will not be charged return shipping for a verified damaged, defective, or incorrect order.

12. Lost Shipments

If tracking has not updated for an unusual period or the carrier confirms that the shipment is lost, please contact us.

We may open an investigation with the carrier. Carrier investigations may require several business days.

If the carrier confirms that the shipment was lost before delivery, we will provide an appropriate replacement or refund.

If tracking shows “Delivered” but the package cannot be located:

1. Check the delivery location, mailbox, reception area, household members, and neighbors.
2. Allow up to two additional business days because some carrier delivery scans may appear early.
3. Contact the carrier using the tracking number.
4. Contact us if the package still cannot be located.

We will assist with the carrier investigation, but claims may be denied when the carrier provides valid proof of delivery to the address supplied by the customer.

13. Returned-to-Sender Packages

If a package is returned to us because of an incorrect address, refusal, unsuccessful delivery attempts, or failure to collect the package, we will contact the customer.

Because products are customized, the order price is not automatically refundable. The customer may be required to pay the cost of reshipping.

14. Holiday and Peak-Season Delays

Production and delivery may take an additional 2–5 business days during major holidays, promotional events, severe weather, or periods of unusually high demand.

For orders needed by a specific event date, customers should contact us before ordering. We do not guarantee event-date delivery unless a written delivery commitment has been provided by us.

15. Contact Us

For questions about shipping, production, tracking, or delivery:

Custom Hat Maker
89 Moore St
Brooklyn, NY 11206
United States

Email: support@customhatmaker.us
Phone: (929) 597-7189