Shipping policy

Our turnaround time is 2-3 weeks from approved artwork. It has been less than a week and customer opened a chargeback with not communicating to us. It’s in our policy:

Return & Refund Policy Custom Embroidered Products All of our hats are custom embroidered to order. Because each item is produced specifically for the customer using approved artwork, custom embroidered products are non-returnable and non-refundable once production has begun.

By approving the artwork proof and placing your order, you acknowledge and agree that the items are being manufactured specifically for you.

Custom orders cannot be returned for reasons including but not limited to:

Dislike of hat style, material, or fit

Preference changes after production

Differences between digital mockups and final stitched appearance

Minor embroidery variations inherent to the embroidery process

Artwork Approval Responsibility Before production begins, customers are sent a digital artwork proof for approval.

It is the customer's responsibility to carefully review and confirm:

Logo design

Spelling

Placement

Thread colors

Size and proportions

Once artwork is approved and production begins, changes or cancellations cannot be made.

Hat Blank Materials & Fit We do not manufacture the hat blanks used for embroidery. We source hats from established and reputable headwear manufacturers.

Product photos, descriptions, and specifications displayed on our website are typically provided directly by the hat manufacturers to maintain consistency with their branding.

Because of this:

Hat fit, fabric, structure, and comfort are determined by the manufacturer.

We cannot guarantee that a particular hat style will meet individual preferences regarding material, rigidity, softness, or fit.

Returns are not accepted based on dissatisfaction with the hat blank itself.

Embroidery Characteristics Embroidery is a stitched process that interacts directly with the fabric of the hat.

Due to the nature of embroidery, some characteristics may occur and do not qualify as defects, including:

Slight fabric outlining around stitching

Minor thread tension variations

Subtle variations in stitch density

Minor positioning differences within normal production tolerance

Certain materials—especially performance fabrics, synthetic blends, and structured hats—may show more visible needle penetration around stitched areas. This is normal and occurs across the embroidery industry.

Digital mockups are representations only and may not perfectly reflect the final stitched appearance.

Returns for Defects or Production Errors We stand behind our workmanship. If an order contains a clear production error caused by our shop, we will correct it.

Examples include:

Incorrect logo embroidered

Incorrect thread colors used compared to approved proof

Wrong hat style shipped

Major embroidery defects

If you believe your order contains a production error:

Provide clear photos of the issue

Include your order number

If the issue is confirmed to be a production error, we will:

Replace the item, or

Provide a solution at our discretion

Order Cancellations Orders may only be cancelled before production begins.

Once:

Artwork is approved

Digitizing has been completed

Production has started

the order cannot be cancelled.

Digitizing fees are non-refundable, as they cover the cost of preparing the embroidery file.

Shipping Issues If your order is lost or damaged during shipping:

Please contact us within 7 days of delivery confirmation

We will work with the shipping carrier to resolve the issue

Shipping delays caused by carriers are outside of our control and do not qualify for refunds.

Exchanges Because all items are custom embroidered, exchanges are not available.

If you would like to reorder with a different hat style or design, we are happy to assist with a new order.

Questions Before Ordering We strongly encourage customers to contact us before placing an order if they have questions regarding:

Hat materials

Fit and structure

Logo placement

Thread colors

Embroidery limitations

Our team is always happy to help ensure you select the best hat option for your needs before production begins.

Contact For order questions or support, please contact:

Orders@247hatco.com