Cancellation policy
*Effective [7/1/26]. Thread Da Needle LLC, DBA Handcrafted Hockey.*
This policy explains when an order can be cancelled and what refund applies. It works alongside our Shipping, Returns & Refund Policy. Where the two address the same subject, this policy controls on cancellations.
Because every Handcrafted Hockey product is custom manufactured to order, your ability to cancel narrows as your order moves through production. Please read Section 2 before ordering.
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## 1. How to Cancel
Cancellation requests must be submitted **in writing** to **Tombo@hancraftedhockey.com** and must include:
1. Your order number
2. The name on the order
3. A clear statement that you are requesting cancellation
**A cancellation is not effective until we confirm it in writing.** Phone calls, text messages, voicemails, and messages to sales representatives do not cancel an order. Your cancellation is timestamped when our email receives it, not when you sent it.
We respond to cancellation requests within 2 business days during our stated hours (Monday–Friday, 9:00 AM – 5:00 PM ET).
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## 2. Cancellation Windows
| Stage | Can you cancel? | Refund |
| Order placed, design work not started | Yes | Full refund |
| Design work in progress, no proof issued | Yes | Full refund less design deposit |
| Proof issued, not yet approved | Yes | Full refund less design deposit |
| Within the 48-hour post-approval revision window | Yes | Full refund less design deposit |
| Production started | No | None |
| Shipped or in transit | No | None |
**Design deposits are non-refundable** once design work has begun. The deposit compensates the professional designer for time already spent on your artwork and is not contingent on whether you proceed with the order. Current design deposit: **$[25] per team order.**
**Production start is the point of no return.** Once your approved artwork is released to our manufacturing partner, materials are cut, dyed, and committed to your specific design. A custom garment bearing your team's name, colors, and roster has no resale value to us. For this reason, orders cannot be cancelled after production begins under any circumstances, including change of circumstances, roster changes, season cancellation, loss of funding, or dissolution of the team.
You will receive written notice when your order enters production. This notice closes your cancellation window.
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## 3. Team and Bulk Orders
**Quantity reductions are cancellations.** Reducing the number of units on a team order after artwork approval is treated as a partial cancellation and is not permitted. Roster names, numbers, sizes, and quantities are locked at artwork approval.
**Quantity increases** may be possible before production begins, subject to availability and current pricing, and may extend your delivery timeline. Additions after production begins are processed as a separate order at then-current pricing, including any applicable setup costs.
**Individual players cannot cancel out of a team order.** If a player leaves your roster after approval, the unit is still produced and billed. We recommend collecting player commitments and payment before approving artwork.
**Deposits on team and bulk orders are non-refundable** once production begins. Where a deposit exceeds the design deposit, the balance is refundable only if cancellation occurs before production start.
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## 4. Cancellations Due to Delay
Delays in production, international transit, or customs clearance do not create a right to cancel. See Section 2 of our Shipping, Returns & Refund Policy — no delivery date is guaranteed, and you consent at checkout to a maximum window of 90 calendar days from artwork approval.
If your order exceeds that 90-day window, contact us. We will provide a written status update and a revised estimate, and you may elect to continue waiting or cancel for a refund of amounts paid, less the non-refundable design deposit. This is your sole remedy for delay.
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## 5. Our Right to Cancel
We may cancel any order, at any stage, and issue a refund of amounts paid, if:
- Payment fails, is reversed, or cannot be verified;
- We reasonably suspect fraud or unauthorized use of a payment method;
- You submit artwork containing logos, marks, names, or designs you do not have the right to use — including professional team marks, collegiate marks, and third-party trademarks — and cannot provide written authorization on request;
- You request content we decline to produce at our discretion;
- Required information (roster, sizing, artwork approval, shipping address) is not provided within **30 days** of our written request;
- A manufacturing or supply constraint makes the order impossible to fulfill as specified and no acceptable substitute is agreed.
Where we cancel for reasons in our control, you receive a full refund including any design deposit. Where we cancel due to your artwork rights, non-response, or payment failure, the design deposit is retained.
**Artwork rights are your responsibility.** By submitting artwork you represent that you own it or have permission to use it, and you agree to indemnify Thread Da Needle LLC against any claim arising from it.
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## 6. Refund Processing
Approved cancellation refunds are issued to the **original payment method only**. We do not issue refunds by check, cash, store credit, or to a different card unless the original method is closed and you provide documentation.
Refunds are processed within **5 business days** of written cancellation confirmation. Your bank or card issuer may take an additional 5–10 business days to post the credit. Timing after we release the refund is outside our control.
Payment processing fees are non-refundable on cancelled orders and may be deducted from your refund where permitted by law.
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## 7. Disputes
If you disagree with a cancellation decision, email **Tombo@hancraftedhockey.com** before contacting your bank or card issuer. We will review and respond in writing within 2 business days.
Filing a chargeback in place of following this policy — particularly on an order that has entered production, shipped, or is in transit — constitutes a breach of these terms. See Section 4 of our Shipping, Returns & Refund Policy.
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## 8. 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
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