Ship Times Are 14 Business Days

Frequently Asked Questions

How does this process work? 

Here's how you can customize your hat: First, choose a patch from our selection and select a hat to pair it with. You can easily find both options by clicking on the "Patches" or "Caps" tab. Once you have made your selections, simply add them to your cart. Rest assured that we will take care of sewing the patch onto your chosen cap.

 

Shipping:

How long does it take for my custom order to be delivered? 

Typically, it takes about 4-5 business days for custom orders to be shipped. However, we cannot provide an exact delivery timeframe due to a number of factors that may affect the shipping process. It's important to note that 2-day shipping only starts after the package has been shipped, which can take up to 4-5 business days.

At our company, we offer our customers the choice between USPS Ground Advantage, Priority and UPS Ground shipping methods. Typically, these services deliver orders within 3-5 business days. Please note that our standard fulfillment time is also 4-5 business days. 

My order says delivered but I have not received it, what should I do?

USPS is responsible for the delivery of the package. In the event you are unable to locate the package posted “in-transit” or “delivered” we recommend contacting your local post office.

SHIPPING ADDRESS ISSUES

The Mad Hatter Company WILL NOT BE HELD LIABLE for any shipping address discrepancies which includes lost, stolen, misplaced, or incorrectly delivered shipments.

It is the customer’s responsibility to provide the correct information before submitting their order. If your item has not been shipped you may email us at Themadhatterco.sales@gmail.com to correct the shipping address. If your item has already been shipped we are unable to correct the shipping address.

WHY IS MY ORDER STILL IN “PRE-SHIPMENT”?

Tracking numbers are sent to your email as soon as your order’s label is printed. This means that the shipping process has begun and your tracking number will update as soon as USPS scans your order in. This does not mean your order is lost, it is not uncommon for an order to remain in pre-shipment for multiple days. Please only contact us about this if your order has surpassed the estimated time for shipment.

What if I have multiple hats/patches in my cart?  

To ensure that your order is processed accurately, we kindly request that you provide instructions on which patch goes on which hat. This can easily be done by accessing your cart and clicking on the "Add a note to your order" text. In the event that you forget to leave a note, there's no need to worry as we will reach out to you to confirm the placement of the patches before we sew them onto the hats.

Do you sew the patches to the hats?

Absolutely! Rest assured that all patches will be sewn onto your selected hat before it is shipped out to you. Our team takes great pride in their work and carefully stitches each patch in-house to ensure a high-quality finished product.

Are patches and hats sold separately? 

Certainly! We offer this customization option so that you can select the exact patch and hat combination that you desire. With our current inventory, there are over 1 million unique combinations of patches that can be sewn onto hats. So you can be sure to find the perfect match for your style and preferences!

Is it possible to buy just a patch/hat? 

Absolutely! If you're interested in purchasing just a patch or a hat, we offer both options for individual sale.

What if I didn't receive a confirmation? 

Once you've placed an order, we will send a confirmation email to the address you provided. Please take a moment to check your email and ensure that you have received the confirmation. In the event that you haven't received the email, feel free to send a text message to the number listed at the bottom of this page or email us at themadhatterco.sales@gmail.com and we'll be happy to assist you further.

How can I be notified when something comes back in stock? 

Sure! To receive a notification when a product becomes available, simply visit the product page and select the "Email When Available" checkbox. Please note that for most of our products, it is difficult to predict when they will be restocked. Nonetheless, we will do our best to keep you updated and notify you as soon as they become available again.

Do you offer custom embroidery?

Certainly! We provide custom embroidery services and would be happy to assist you with your request. For more information on pricing and options for both individual and wholesale inquiries, please click on the provided link, here

Would it be possible for you to sew a patch I provide onto a hat?

Certainly! We are able to fulfill your request. To get started, please send an email to us at themadhatterco.sales@gmail.com and we'll provide you with further information on how to proceed with your customization request.

What steps should I take if there is an issue with my order?

We would like to start by offering a sincere apology for any mistakes or oversights that may have occurred. Please understand that we're all human and sometimes errors can happen. We value your business and would appreciate the opportunity to make things right. If you encounter any issues with your order, please do not hesitate to reach out to us at themadhatterco.sales@gmail.com or using the phone number provided at the bottom of the page. You may text or call, whichever is easiest for you, and we'll do our best to ensure that you are taken care of in a timely and satisfactory manner.

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