Refund policy
Handcrafted Hockey — Shipping, Returns & Refund Policy
*Effective 7/1/26, Thread Da Needle LLC, DBA Handcrafted Hockey.*
By placing an order, you agree to the terms below. Please read Sections 1–4 carefully before purchasing.
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## 1. Made-to-Order Production
All Handcrafted Hockey apparel is **custom manufactured to order**. Nothing is pulled from stock. Production begins after artwork approval and cannot be reversed once started.
**Custom, personalized, and team-branded items are final sale.** This includes any garment produced with team logos, player names, numbers, custom colorways, or any design not offered as a standard catalog item. These items are not eligible for return, exchange, or refund except as described in Section 6 (Defects and Errors).
Once you approve your artwork proof, that approval is final. Please review spelling, numbers, roster names, sizing, and colors carefully before approving. Errors present in an approved proof are not eligible for refund or replacement.
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## 2. Delivery Estimates Are Estimates — No Delivery Date Is Guaranteed
Handcrafted Hockey products are manufactured overseas and imported. **We do not guarantee any delivery date.** Any date, window, or timeframe communicated to you — on our website, in email, by a sales representative, in a quote, or at checkout — is a good-faith estimate only and does not form part of our agreement with you.
Our current estimated timeline is:
| Stage | Typical | Maximum |
|---|---|---|
| Design and artwork approval | 5 calendar days | 14 calendar days |
| Post-approval revision window | 2 calendar days | 2 calendar days |
| Production | 14 calendar days | 35 calendar days |
| International transit and customs clearance | 7 calendar days | 39 calendar days |
| **Total from order placement** | **~28 calendar days** | **90 calendar days** |
Most orders arrive in approximately **28 calendar days** from order placement. However, orders may take up to **90 calendar days** from artwork approval to arrive, and by placing an order you consent to this maximum window. The 28-day figure reflects our historical average and is not a commitment.
Delivery timelines are affected by factors outside our control, including but not limited to: customs inspection, clearance, and holds; port congestion; carrier delays, rerouting, or capacity limits; weather; strikes or labor actions; changes in tariffs, duties, or import regulations; government action; public health measures; and force majeure events.
**Delays caused by any of the above do not entitle you to a refund, cancellation, discount, or chargeback.** If your order is delayed beyond our stated window, contact us and we will provide a status update and a revised estimate. At that point you may elect to continue waiting or, where production has not yet begun, cancel under Section 3.
**Time-sensitive orders:** If you need product by a specific date (season opener, tournament, event), you must tell us in writing *before* placing your order. We will tell you honestly whether the date is realistic. Even then, we cannot guarantee it. We are not liable for any loss, cost, or damages resulting from product arriving after a date you needed it — including but not limited to tournament fees, event costs, or replacement apparel purchased elsewhere.
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## 3. Cancellations
- **Before artwork approval:** Cancel for a full refund, less any non-refundable design deposit.
- **Design deposits are non-refundable** once design work has begun. This covers the professional design time already spent on your order.
- **After artwork approval:** Orders cannot be cancelled. Production has been scheduled and materials committed.
- **Team and bulk orders:** Deposits are non-refundable once production begins. Order quantities, sizes, and roster details are locked at artwork approval and cannot be reduced.
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## 4. Chargebacks and Payment Disputes
**Contact us first.** If there is a problem with your order, email Tombo@hancraftedhockey.com before contacting your bank or card issuer. We respond to all inquiries within 2 business days and we will work with you to resolve legitimate issues.
Filing a chargeback for an order that has shipped, is in transit, is delayed in customs, or is a properly produced custom item constitutes a breach of these terms. In such cases we reserve the right to:
- Submit this policy, your checkout acknowledgment, your approved artwork proof, order communications, and carrier tracking as dispute evidence;
- Suspend production on any other open orders on your account;
- Decline future orders from you or your organization;
- Recover our costs, including chargeback fees, collection costs, and reasonable attorney's fees, to the extent permitted by law.
**Delay is not non-delivery.** An order in transit or held in customs has not failed to be delivered. See Section 5 for how lost shipments are handled.
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## 5. Shipping, Risk of Loss, Duties, and Lost Packages
**Risk of loss.** Title and risk of loss pass to you when the carrier accepts the shipment. Once tracking shows the package in the carrier's possession, the shipment is your property in transit.
**Delivery confirmation is final.** If carrier tracking shows a package as delivered to the address you provided, the order is considered fulfilled. We are not responsible for theft after delivery, misdelivery by the carrier to a confirmed address, or packages left per your delivery instructions. Claims of this type must be filed with the carrier.
**Lost shipments.** A shipment is considered lost only if tracking shows no movement for **[30] consecutive days** and the carrier confirms in writing that the package cannot be located. Confirmed lost shipments will be remade and reshipped at our cost, or refunded at our discretion. We will not declare a package lost while it remains in customs, regardless of how long clearance takes.
**Address accuracy.** You are responsible for providing a complete, correct, deliverable address. Reshipment costs for packages returned due to an incorrect address, an unaccepted delivery, or an unclaimed package are your responsibility. Refunds are not issued for undeliverable orders caused by address errors.
**Duties, taxes, and import fees.** [SELECT ONE — delete the other:]
- *(DDP)* All duties, taxes, and import fees are included in your order total. No additional charges will be collected at delivery.
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## 6. Defects, Errors, and Warranty
We stand behind our manufacturing. If we made a mistake, we will fix it.
**Covered:** Manufacturing defects (stitching failure, material flaws, sublimation defects) and production errors where the delivered product does not match your approved artwork proof or ordered specifications.
**Not covered:** Errors present in an approved artwork proof; sizing dissatisfaction where the ordered size matches our published size chart; normal wear; damage from improper care, alteration, or on-ice use; color variation within commercially reasonable tolerance for sublimated printing; minor variation between screen display and printed product.
**Claim process.** Defect and error claims must be submitted within **14 days of delivery** to Tombo@hancraftedhockey.com with:
1. Your order number
2. Clear photographs of the issue, including tags and full-garment shots
3. A description of the problem
Approved claims are resolved by remake and reshipment at our cost. Refunds in place of remakes are issued at our sole discretion. Do not return any item without a Return Authorization (RA) number — unauthorized returns are refused and not refunded.
**Partial remakes on team and bulk orders.** Where a defect or error affects some but not all units in an order, our remedy is limited to remaking the affected units only. A defect in individual units does not entitle you to reject, return, or obtain a refund on the balance of the order, and does not constitute a failure to deliver the order as a whole. Correctly produced units remain your responsibility to accept and pay for.
**Post-approval revision window.** After you approve your artwork proof, you have
**48 hours** to submit corrections in writing before your order enters production. Corrections submitted within this window are made at no charge. Once the 48-hour window closes or production begins — whichever comes first — the approved proof is final and no further changes are possible. This window is your final opportunity to catch spelling, roster, number, sizing, or color errors, and orders produced to match an approved proof are not eligible for refund or remake.
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## 7. Sizing
Hockey apparel fits differently than retail sizing. Consult our published size chart before ordering, and request a **sizing kit** for any team order. Sizing kits are strongly recommended and, once we have provided one, sizing dissatisfaction is not a basis for refund, remake, or exchange.
Individual size changes cannot be made after artwork approval.
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## 8. Non-Custom / Stock Items
Where we offer a genuinely non-customized stock item, the following applies:
- **Condition:** Unworn, unwashed, in original condition with all tags attached.
- **Window:** 30 days from date of receipt to initiate a return.
- **Authorization:** An RA number is required before shipping anything back.
- **Proof of purchase:** Order confirmation or receipt required.
- **Return shipping:** Paid by the customer unless the return is due to our error.
- **Restocking fee:** [4]% may apply.
- **Refund timing:** Issued to the original payment method within [10]business days of inspection.
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## 9. Limitation of Liability
To the maximum extent permitted by law, our total liability for any order is limited to the amount you paid for that order. We are not liable for indirect, incidental, consequential, or special damages, including lost opportunity, event costs, or replacement apparel purchased elsewhere.
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## 10. Contact
**Email:** Tombo@hancraftedhockey.com
**Phone:** (843) 981-2319
**Hours:** Monday–Friday, 9:00 AM – 5:00 PM ET
Thread Da Needle LLC, DBA Handcrafted Hockey
2268 Jasper Blvd, Sullivan's Island, SC 29482