WHAT IS YOUR TURN AROUND TIME?

Our turn around time is typically 10-14 business days from when your order is placed. It is then shipped via the method selected at checkout. 

As always if you have any questions or concerns do not hesitate to contact us.

WHAT IS THE ORDER PROCESS?

You can view our hat and decoration options online. Once you place the order, the following sequence of events happens: 

1. We review your artwork
2. We will email you a digital mock-up of your hat(s). You must reply and let us know of any changes or if the order is approved for production. 
3. We produce your custom hats. 
4. Your custom hats ship! 

ARTWORK RIGHTS & AI-GENERATED CONTENT

Please upload original, human-created artwork that can be accurately reproduced through embroidery or laser engraving.

Maho Headwear does not accept artwork generated in whole or substantial part by generative AI, including prompt-generated logos, illustrations, product mockups, or other AI-created images. These files may contain distorted, overly complex, or impractical details that cannot be accurately reproduced.

By submitting artwork, you confirm that:

• You created the artwork or have permission and all necessary rights to use every element, including logos, images, fonts, trademarks, and copyrighted material.
• The artwork does not infringe upon the intellectual property or other rights of any person or organization.
• The artwork was not generated in whole or substantial part using generative AI.
• You authorize Maho Headwear to modify, digitize, and reproduce the artwork as reasonably necessary to fulfill your order.

Any artwork requiring modification or reproduction my Maho Headwear will be subject to artwork fees which Maho Headwear will quote prior to any artwork modification or reproduction. Artwork fees are $90 per hour.

Maho Headwear may pause, reject, or cancel an order if the submitted artwork violates this policy, raises intellectual-property concerns, or cannot be satisfactorily reproduced. Our review is for production suitability and does not constitute legal clearance of your artwork.

WHERE ARE MY HATS MADE?

We laser engrave and embroider your hats in Niantic, CT, USA. The blank hats themselves are produced by different manufacturers (brands) from global sources. 

SHIPPING & TRACKING

HAS MY ORDER SHIPPED?

Once you place your order, you will receive an email with order information. You can track your orders progress there. You will also receive an email once the order has shipped with tracking information.

HOW DO I CHANGE QUANTITIES OR CANCEL AN ITEM IN MY ORDER?

Please email us at orders@mahoheadwear.com with the order number along with the requested changes and we will do our best to make these changes depending on the timing of when we are notified. Please note that once an order has begun processing or has shipped, the order can no longer be edited.

HOW DO I TRACK MY ORDER?

Once your order is fulfilled you will receive a confirmation email click the "View your order" button to see shipping and tracking details.

MY ORDER NEVER ARRIVED.

Confirm you received the shipping confirmation email. From there click the "View your order" button to check the status of your order. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact us for assistance.

AN ITEM IS MISSING FROM MY SHIPMENT.

We do our best to ensure that all items from your order ship, however we are human and mistakes sometimes happen. Please contact us at orders@mahoheadwear.com and we will get to the bottom of it!

AM I RESPONSIBLE FOR INTERNATIONAL FEES?

International customers (outside the USA) are subject to international taxes, duties and fees not calculated at checkout. This includes any international taxes, duties and fees associated with returned merchandise, and items purchased with promotional discounts.

*FREE SHIPPING offers limited to US only

RETURNS

HOW DO I RETURN MY PRODUCT?

Visit our Returns/ Refunds page for more information

I RECEIVED THE WRONG PRODUCT.

If you feel that you have received the wrong product, please contact customer service within 5 business days of receiving the product. Visit Returns / Refunds for more information on returning product.

WHAT IS YOUR RETURN POLICY?

Custom headwear is not returnable. If there is a defect or issue with your order, please contact us at orders@mahoheadwear.com so that we can address the issue!

WHEN WILL MY ORDER SHIP?

Our turn around time is typically 10-14 business days from when your order is placed. It is then shipped via the method selected at checkout. 

You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

As always if you have any questions or concerns do not hesitate to contact us.

OTHER QUESTIONS

WHAT ARE MY PAYMENT CHOICES?

Our current payment options are Visa, Mastercard, Discover, and American Express.

PRICING AND BILLING

WHEN WILL MY CREDIT CARD BE CHARGED?

Your credit card will be charged upon placement of your order(s).