Shipping policy
Order Preparation
We embroider and prepare orders in Austin, Texas. Orders are normally ready to ship within 1-3 business days after payment is confirmed. Business days are Monday through Friday, excluding holidays.
If a personalized or custom order requires additional preparation time, we will communicate the estimated timeline before you place the order.
Shipping Destinations and Rates
We currently ship within the United States using USPS and UPS. Available shipping options and applicable charges are displayed at checkout before you complete your purchase. Shipping rates and promotions may vary by product.
- Hat Shipping:
Standard shipping for one hat is $4.95. Purchase two or more hats within the same order and receive FREE Standard Shipping. Mix and match hat styles, colors, and designs. No discount code is required.
- Other Products and Mixed Orders:
Shipping charges for other products, and orders containing both hats and other products, will be displayed at checkout. The hat shipping offer does not automatically extend to other products.
Expedited shipping options, when available, are offered at an additional charge displayed at checkout. Free standard shipping promotions do not apply to expedited shipping.
Delivery Estimates
Delivery time depends on your destination and the shipping service selected at checkout, if applicable. Shipping transit time is in addition to our normal order preparation time of 1-3 business days. Selecting expedited shipping does not shorten order preparation time.
Delivery times are estimates and are not guaranteed. Carrier delays, weather, and holidays may affect delivery. If we anticipate a delay in preparing your order, we will contact you.
Tracking
When your order ships, we will email your shipping confirmation and tracking information. Please allow time for the carrier to update tracking after receiving the package.
Shipping Address
You are responsible for providing the correct delivery address for your order. We cannot change the shipping address after an order has been placed. So, please be sure to check carefully that you have provided the correct address before placing your order.
Delivery Problems
If your package is delayed or missing, please email support@willowbrookfalls.com promptly with your order number and details.
If your order arrives damaged or contains an incorrect or defective item, contact us within 7 days of delivery. Please keep the item and packaging and include photos if possible. These requests are reviewed under our Returns & Exchange Policy.
If tracking shows your package was delivered but you cannot locate it, please follow the Packages Marked Delivered section of our Returns & Exchange Policy.
Questions
For shipping questions, contact support@willowbrookfalls.com.