Shipping & returns
Plain terms, no surprises. If something arrives wrong, we fix it.
Shipping
| Order | Cost | Typical arrival |
|---|---|---|
| U.S. orders over $49 | Free | 3–7 business days |
| U.S. orders under $49 | $6.95 flat | 3–7 business days |
| Custom hats | Insured, quoted at fitting | 2–3 weeks build, then 3–5 days |
| Canada | Quoted by weight | 7–14 business days |
- Orders placed before 1pm ET on a business day usually leave the same or next day.
- Tracking is emailed when the label prints. If it has not moved in five days, tell us and we will chase it.
- In-store pickup is free: choose "pick up" and we will hold the item for 14 days.
Returns and exchanges
Unused stock items can be returned within 30 days of delivery in original packaging with tags attached. Refunds go back to the original payment method within five business days of inspection.
| Item | Returnable? | Notes |
|---|---|---|
| Stock goods (kitchen, home, garden, tools) | Yes, 30 days | Unused, original packaging |
| Straw hats | Yes, 30 days | Unworn, unshaped, tags on |
| Custom made-to-measure hats | No | Made for you; we will adjust fit free within 60 days |
| Gift cards | No | Never expire |
| Personal-care and food items | No | Hygiene and perishable rules |
Damaged or wrong item? Send a photo within 7 days and we ship a replacement at our cost. No return shipping needed for small damaged goods.
How to start a return: email [email protected] with your order number and what went wrong, or bring it to the counter at 118 Elm Street, East Aurora. We reply within one business day.
Custom hat adjustments
A made-to-measure hat is final sale, but it is not yours alone to live with if the fit is off. Bring it back within 60 days and we will re-block, pad or adjust the sweatband at no charge. If we measured wrong, we rebuild it.