Refund policy
We want you to feel confident ordering from Cold Creek Hat. Please review the following policy before completing your purchase.
Custom and Personalized Products
Because custom and personalized products are created specifically for each customer, all sales of these items are final. We do not accept returns or exchanges on custom products unless the item arrives defective, damaged, or different from the approved order details.
Custom and personalized products include, but are not limited to:
- Build Your Own Hat combinations
- Custom patch hats
- Embroidered hats and merchandise
- Laser-engraved products
- Products featuring a customer’s logo, design, text, or requested placement
- Bulk business and organizational orders
Minor variations in placement, color, engraving, embroidery, and other handmade or production details are not generally considered defects.
Vintage Patches
Vintage patches may show signs of age, storage, or previous handling. These characteristics are part of the patch’s history and do not qualify as defects when they are visible in the product photographs or disclosed in the product description.
Please review all available photographs and product information before purchasing a vintage item.
Non-Custom Products
If you have a concern about a non-custom product, contact us before returning it. Return requests will be reviewed individually based on the item’s condition and the circumstances of the request.
A return is not considered accepted unless you receive approval and return instructions from Cold Creek Hat. Items mailed to us without prior authorization may not be accepted or refunded.
Defective, Damaged, or Incorrect Items
Please inspect your order after delivery. If an item arrives defective, damaged, or incorrect, email coldcreekhat@gmail.com as soon as possible.
Include:
- Your name
- Order number
- A description of the issue
- Clear photographs of the item and packaging
We will review the information and provide the appropriate next steps. Depending on the situation, the available resolution may include repair, replacement, correction, store credit, or refund.
Order Changes and Cancellations
Contact us as soon as possible if you need to request a change or cancellation. We cannot guarantee that an order can be changed or canceled after materials have been ordered, artwork has been prepared, a patch has been applied, or production has begun.
Digitizing, artwork conversion, design preparation, and other completed setup services are non-refundable.
Return Shipping
Do not mail an item to Cold Creek Hat without receiving approval and return instructions.
If a return is approved because of a verified defect or an error made by Cold Creek Hat, we will provide instructions regarding return shipping. For any other approved return, the customer may be responsible for the return shipping cost.
Original shipping charges are not refundable unless the return is required because of an error made by Cold Creek Hat.
Refund Processing
Approved refunds will be issued to the original payment method. Financial institutions may require additional time to post the refund to your account after it has been processed.
Contact Us
Questions about an order, return, or product issue may be sent to:
Cold Creek Hat
Email: coldcreekhat@gmail.com
Mailing Address:
PO Box 383
Soda Springs, ID 83276