FAQs

Can I cancel all or part of my order?

We start to work on your order as soon as it is placed! This means that we are unable to make any changes to your order. This can include but is not limited to:

• Billing or shipping address update
• Addition or removal of items
• Change in color/size of items
• Addition or removal of a discount code
• Order cancellation request
• Shipping method change

What if I made a mistake when placing my order?

If you made a mistake and ordered the wrong style or size, or no longer wish to receive your order - you can return your order after you receive your package. Click here for more information about our Return Policy.

If you made a mistake and did not provide the correct shipping address - unfortunately, we are unable to catch your shipment and make changes before it leaves our Fulfillment Center. You will need to contact the carrier directly to correct the shipping address, should this happen.

What type of payments do you accept?

We accept the following types of payments: Visa, MasterCard, PayPal, and Apple Pay.

*Please note that Card Network Gift Cards (Visa, MasterCard, and American Express) will not be accepted on our website.

My card was charged, but I did not receive a confirmation email. What should I do?

Failed Payment: Technical Reasons

When entering your billing information, please double-check the information you have entered is consistent and matches with the information your card has on file. Our system has a payment transaction analysis that flags payment when any information entered in the billing information is invalid.

This type of screening is sensitive to any inconsistency in billing and will permit cards from being attempted on our site. It is designed to prevent fraudulent activity and provide protection against stolen cards and unauthorized transactions.

In this case, we suggest that you attempt payment using a different card or checking out with PayPal Express.

SHIPPING & DELIVERY

Domestic Shipping

Method: Standard Shipping

Shipping Time: 3-5 business days + processing time

Processing Time

Following your order being placed and received into our system, you will receive a confirmation email with your 6-digit order number. Our processing time for orders to be shipped is 3-5 business days. Once your order has been processed and shipped, you will receive notification with tracking information included for you to monitor movement.

*Please allow 24-48 business hours to see tracking updates via courier site. If your tracking number reads unavailable on courier site, this just means that your order is awaiting to be picked up and scanned in.

Shipping Time

In addition to the 3-5 business days it may take to process your order, shipping days for orders to be delivered within the U.S. is 3-5 business days.

If it has exceeded 5 business days from the time of your last tracking update, please contact us with your full name and order number so that we can best assist you.

If you are unable to locate your package after receiving notice of delivery, please wait up to 2-3 business days before reaching out. It is likely the courier service may have scanned the package as “delivered” during the transfer of the package from their facility to their trucks.

NOTE: Saturday & Sunday do not account for business days.

What should I do if I entered an incorrect shipping address?

Once an order has been received in our system, our team then has it processed as quickly as possible. Therefore, we cannot guarantee any address corrections or order modifications be made to your order unless confirmed by our shipping team.

If you have mistakenly entered an incorrect shipping address during check-out, we ask that you contact us immediately. Please email us at support@thehatharness.com with your full name, 6-digit order number, and the correct shipping address and we will do our best to update your information before it is processed to ship.

What should I do if I received an email that my order was delivered, but I can't find it?

If you have received notification that your order has been delivered, but you are unable to locate it we ask that you wait up to 48 business hours before reaching out. It is likely the courier service may have scanned the package as “delivered” during the transfer of the package from their facility to their trucks.

If you are still unable to locate your order after 48 business hours, you will need to contact the courier and file a claim for your missing package. For international orders, if your tracking page shows that your order had been handed off to your local delivery postal service, then you will need to reach out to them for more information.

*The Hat Harness is not responsible for any lost or stolen packages that show delivered by our couriers.