How long does production take?
All items are made to order. Our standard production window is 5–7 business days before shipping.
During peak seasons or holidays, production may take longer due to increased order volume. We appreciate your patience while your order is carefully prepared.
Has my order been confirmed?
Yes. Once payment is successfully processed, you will receive an order confirmation email confirming your items, size, color, and billing details.
Please note that this confirmation does not mean your order has shipped.
Can I change or cancel my order?
If your order has not yet entered production, changes or cancellations may be possible. Please contact us as soon as possible with your order number.
Once an order enters production, changes or cancellations may no longer be possible.
When will my order ship?
Orders ship after production is complete. Once your order ships, you will receive a shipping confirmation email with tracking information.
Do you offer expedited shipping?
Shipping upgrades do not shorten production time. Expedited options apply only after production is complete.
Why does my tracking say “pre-shipment”?
Tracking numbers are generated when a shipping label is created. This means your order has entered the shipping process, but the carrier may not have scanned the package yet. It is normal for tracking to show “pre-shipment” for several days. Once the carrier scans the package, tracking updates will begin.
Do you ship internationally?
Yes, we offer international shipping. Delivery times vary by destination and do not include production time.
International customers are responsible for any customs duties or import fees.
Do you accept returns?
Please review our Returns Policy below for full eligibility requirements, timelines, and instructions.
What if my item arrives damaged or incorrect?
Please contact us within 48 hours of delivery with your order number and clear photos of the issue. We will work to resolve the issue as quickly as possible.
How long do refunds take?
Approved refunds are processed as outlined in the Returns Policy. Processing times may vary based on inspection and volume.
Are your hats handmade?
Yes. Each item is crafted with care and attention to detail. Minor variations may occur, making each piece unique.
How do I choose the right size?
Please refer to the Size Guide on each product page. If you are unsure, contact us before ordering.
How should I care for my hat?
We recommend spot cleaning only and storing your hat in a cool, dry place to maintain its shape and quality.
How can I contact you?
For the fastest assistance, please use the Live Chat feature on our website.
If your inquiry requires further review, our support team may follow up via email.
Please include your order number when contacting us to ensure faster assistance.
You may also reach us through our Contact Page or by emailing Support@themadhatterco.net.
When can I expect a response?
Live Chat responses are typically immediate during business hours.
Email inquiries are answered within 1–2 business days, excluding weekends and holidays.
By placing an order with The Mad Hatter Co., you agree to the terms outlined below. Please review this policy carefully before initiating a return.
Return Eligibility
Return Window: Return requests must be initiated within 30 calendar days of the original purchase date. Requests outside this window will not be accepted.
Condition Requirements: Items must be unworn, unused, and in original condition. Items showing signs of wear, use, or alteration will be denied.
Packaging Requirements: All returns must be shipped in a protective box. Returns shipped in poly mailers or insufficient packaging will be rejected and are not eligible for refund or store credit.
Shipping Costs: Customers are responsible for all return shipping costs. Original shipping fees are non-refundable.
Refund Process
All returns are subject to inspection upon receipt. Approval is at the sole discretion of The Mad Hatter Co.
Approved returns are issued as store credit only
No cash, card, or original-payment refunds are provided
Store credit is delivered to the email associated with the original order
Processing times may vary based on inspection and volume
Non-Eligible Returns
Returns initiated or received after 30 calendar days
Items damaged due to improper packaging
Items showing signs of wear, use, or alteration
Patch caps are final sale and are not eligible for return, refund, or store credit under any circumstances
Need Help?
For questions regarding returns or assistance, please contact Support@themadhatterco.net.
