Shipping policy

Shipping Origin

Orders are prepared and shipped by Southside Custom Hats from Chicago, Illinois.

Processing and Production Times

Processing time is the period between receiving a completed order and handing the package to the shipping carrier. It does not include the carrier’s transit time.

In-stock one-off hats are generally shipped within 3–5 business days after payment is confirmed. Weekends and federal holidays are not business days.

Custom hats are made to order. The estimated production and shipping timeframe for a custom hat will be provided during the consultation or in the written order confirmation. Production begins after we have received all required measurements, design approvals, and payment or deposit.

If a requested change is made after an order is approved, the completion date may change.

Shipping Rates

Available shipping services and charges are displayed at checkout. Rates may be based on the destination, package dimensions, package weight, carrier, and selected service.

Shipping charges do not include the price of the product unless expressly stated.

Protective Hat Packaging

We package hats to help preserve their crown and brim during shipment. Hats are typically shipped in an approximately 16-by-16-by-6-inch, 200-pound-test corrugated hat box with a protective insert. Additional padding or packaging may be used depending on the hat’s brim, crown height, materials, and decoration.

More than one hat may require separate packages and additional shipping charges.

Delivery Estimates

Delivery estimates shown at checkout begin after the carrier receives the package. Carrier transit times are estimates unless the selected service expressly provides a delivery guarantee.

Weather, seasonal volume, service interruptions, and other events outside our control may delay delivery after shipment. Southside Custom Hats is not responsible for carrier delays, but we will assist with a carrier inquiry when appropriate.

Delayed Production or Shipment

If we learn that we cannot ship your order within the timeframe originally provided, we will contact you with an updated estimate and explain your available options.

You may agree to the revised date or cancel the unshipped order for a prompt refund where required by law. This right applies even when the product would otherwise be considered final sale.

Tracking and Signature Requirements

When tracking is available, it will be sent to the email address or phone number supplied with the order. Please allow time for the carrier’s tracking system to update.

Because our hats are valuable and difficult to replace, insurance or a delivery signature may be added to an order at our discretion. The customer is responsible for making arrangements to receive or collect a signature-required package.

Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address. Please contact southsidecustomhats@gmail.com immediately if an address needs to be corrected.

We cannot guarantee that an address can be changed after an order has been handed to the carrier. Additional shipping costs resulting from an incorrect address, refused delivery, or unclaimed package may be charged to the customer where permitted by law.

Damaged Shipments

Please inspect your hat promptly after delivery. If the package or hat arrives damaged, contact southsidecustomhats@gmail.com within seven calendar days.

Include:

  • Your name and order number

  • Photographs of the shipping box and label

  • Photographs of the packaging and hat

  • A description of the damage

Please retain the box and all packing materials while we review the claim. Do not ship the hat back before contacting us. We will work with you and the carrier to pursue an appropriate repair, replacement, claim, refund, or other remedy.

Lost or Missing Packages

If tracking has not updated for an unusual length of time or a package appears lost, please contact us so we can begin a carrier inquiry.

If tracking shows that a package was delivered but you cannot locate it, first check around the delivery location, with household members or neighbors, and with the carrier. Then contact us promptly.

A replacement or refund will be determined after reviewing the carrier’s findings and the circumstances of the shipment, subject to any rights provided by applicable law.

International Shipping

International shipping is available only when an international shipping option is displayed at checkout.

Unless duties and taxes are expressly collected during checkout, the recipient is responsible for customs duties, import taxes, brokerage charges, and other destination-country fees. Customs processing may delay delivery. Customers are also responsible for confirming that the ordered products and materials can lawfully be imported into the destination country.

Returns

Shipping a product back to us does not automatically make it eligible for a return or refund. All returns, exchanges, adjustments, and final-sale conditions are governed by our Refund Policy.

Please contact us before returning any hat.