FAQs

Frequently Asked Questions

Everything customers ask us most, answered straight. If your question isn't here, email support@stitchedhats.com or call +1 (214) 597-5681 — a real person replies within 1 business day.

The Hats

Is the design embroidered or printed?

Embroidered — real thread stitched into the fabric. Nothing we sell is vinyl, heat transfer, or a printed patch. This matters more than it sounds: printed and pressed designs lift at the edges and peel after a couple of months, because there's a layer sitting on top of the fabric. Embroidery has nothing to peel off.

Will the embroidery crack, peel, or fade?

No. Thread can't crack or peel the way a print can. Colours hold up to sun and washing far better than ink, which is exactly why we do it this way.

What are the hats made of?

Soft washed cotton twill. Unstructured six-panel crown, pre-curved brim, stitched eyelets for airflow, and an adjustable back strap.

What size are they? Will one fit me?

One size fits most adults. The adjustable back strap covers a wide range of head sizes, and because the crown is unstructured it moulds to your head instead of sitting stiff and boxy.

What's the difference between structured and unstructured?

A structured cap has stiffening in the front panels so it stands tall on its own. Ours are unstructured — softer, lower profile, and relaxed. It's the classic dad hat shape.

What colours do you offer?

Fourteen: Black, White, Navy, Grey, Khaki, Coffee, Maroon, Purple, Pink, Blue, Green, Dark Green, Yellow, and Orange. All in the same washed, vintage finish, so they arrive looking broken in rather than brand new.

How do I wash it?

Hand wash in cold water, reshape while damp, and air dry. Don't bleach and don't put it in the tumble dryer — washed cotton keeps its colour and shape best out of the machine. Never put a cap in the dishwasher, whatever the internet says.

Custom & Personalized Orders

Can I put my own text, logo, or photo on a hat?

Yes — custom text, names, dates, monograms, business logos, and photos. Send us what you have and we'll tell you honestly whether it will embroider well.

How many fonts can I choose from?

Over 70 embroidery fonts, from clean block lettering and classic serifs to script, collegiate, and vintage styles.

Will I see the design before you make it?

Always. We email you a digital proof showing the exact design, spelling, font, colours, and placement. Nothing goes on a machine until you approve it.

How many revisions do I get?

Two rounds of revisions, free. If you need more than that we'll tell you before any cost applies — no surprise charges.

How soon will I get my proof?

Normally within 1 business day of ordering.

Can I change or cancel after I approve the proof?

No. Once you approve, the design is locked and production starts. Before approval you can change or cancel free of charge, any time.

What file should I send for a logo?

The higher resolution the better. Vector files (AI, EPS, SVG, PDF) are ideal. A large PNG or JPG usually works fine too. Screenshots and images pulled from social media are often too low-resolution to digitize cleanly — if yours won't work, we'll tell you before you're charged rather than stitching something blurry.

Is there a minimum order for custom work?

No minimum. One hat is a perfectly normal order.

How much text fits on a hat?

Short phrases work best on a front panel. If what you've sent is too long to read well at that size, we'll say so in your proof and suggest a layout that works instead of shrinking it into something unreadable.

Can I match a specific thread colour?

Usually yes. Tell us the colour you want, or send a reference, and we'll match it as closely as our thread range allows. Any limitations will be visible in your proof.

Shipping & Delivery

How long until my hat arrives?

Two stages, and we list them separately so nothing is hidden:

Express shipping cuts transit to 2–3 business days, for a total of 3–5.

Why is there a processing time at all?

Because your hat doesn't exist yet when you order it. Artwork has to be digitized into a stitch file, embroidered, trimmed, inspected, and packed. That's the trade-off for real embroidery instead of something pulled off a shelf.

When does the clock start on a custom order?

Processing starts when you approve your proof, not when you place the order. A proof left sitting for four days pushes your delivery back four days — approving quickly is the fastest way to get your hat sooner.

How much is shipping?

Your exact cost is shown at checkout before you pay.

Do you ship internationally?

Yes. Available options and rates appear at checkout. Customs duties and import taxes charged by your country are your responsibility — they're not included in our prices and we don't collect them.

Where do you ship from?

Rowlett, Texas.

My tracking hasn't updated. Is my order lost?

Almost certainly not. Tracking can take 24–48 hours to show its first scan, and it shows nothing at all during processing because the carrier doesn't have the package yet. If there's been no movement for 10 business days, email us — we'll open a carrier claim and replace or refund your order.

Can I change my shipping address after ordering?

If it hasn't shipped yet, email us and we'll fix it free. Once it's with the carrier we can't redirect it. If a package comes back to us as undeliverable, we'll reship once you confirm the correct address, with reshipping paid by you — so please double-check your address at checkout.

I need it by a specific date. Can you make it?

Email us before you order with your deadline and we'll tell you honestly whether it's possible. We'd rather turn down an order than miss a birthday or a wedding you were counting on.

Returns & Refunds

Can I return a custom or personalized hat?

Custom and personalized items are Final Sale and can't be returned or exchanged for change of mind, because they're made specifically for you and can't be resold. This is exactly why we send a proof for approval first — please check names, dates, and spelling carefully at that stage.

What if my hat arrives defective or damaged?

Then it's on us and Final Sale doesn't apply. Email support@stitchedhats.com within 14 days of delivery with your order number and a photo. You get a free replacement or a 100% refund — your choice — and we pay the return shipping. In many cases we don't even need the hat back.

This covers stitching defects, designs that don't match your approved proof, faulty caps, shipping damage, and wrong items sent.

Can I return a stock (non-personalized) hat?

Yes, within 30 days of delivery, unworn and unwashed, in original condition. Return shipping for a change of mind is paid by you.

I approved a proof with a typo in it. What now?

Email us. We can't refund a hat that matches the proof you approved, but tell us what happened and we'll do what we can to help you get it right.

How long do refunds take?

Approved refunds go back to your original payment method within 5–7 business days of us receiving your return or approving your claim. Your bank may take another few days to post it.

Can I cancel my order?

Custom orders: free any time before you approve your proof. Stock orders: email within 24 hours and we'll cancel and refund in full if it hasn't shipped.

Bulk & Wholesale

Do you do bulk orders?

Yes — teams, churches, schools, events, family reunions, and retailers, with tiered pricing by quantity.

How do I get a quote?

Email support@stitchedhats.com with your design, quantity, and deadline. We'll come back within 1 business day.

How long do bulk orders take?

Longer than a single hat, and quoted individually. Tell us your date up front and we'll confirm before you commit to anything.

Payment & Security

What payment methods do you accept?

Major credit and debit cards, plus PayPal, Shop Pay, Apple Pay, and Google Pay where available at checkout.

Is my card information safe?

Yes. We never see or store your full card number or CVV. Payments go directly to PCI-DSS Level 1 compliant processors over an encrypted connection, and our entire site runs on HTTPS — not just the checkout page. Details are in our Privacy Policy.

Will you use my photo or logo in your marketing?

Not without asking you first. Your artwork is used only to produce your order. We keep stitch files for 12 months so reorders don't cost you a second digitizing fee, and you can ask us to delete yours at any time.

Still Need Help?