Custom order policy.
How made-to-order BrimHaus pieces work.
Custom order production time
Custom and made-to-order items are generally prepared within approximately 5–10 business days before shipping or pickup, depending on the complexity and size of the order.This is an estimated processing timeframe, not a guaranteed delivery date. Processing time does not include carrier transit time.Larger orders, special sourcing requirements, high-volume periods and holidays may require additional time.If your order is time-sensitive, please contact BrimHaus before placing it to confirm whether the requested timeline can reasonably be accommodated.
Your design
Before an in-person piece is finalized, we'll review the design with you so you can confirm the placement and details. For online and shipped custom orders, every piece goes through a BrimHaus quality check before it leaves us to make sure the order matches the approved design and is ready to go.
Changes & cancellations
Because BrimHaus custom and made-to-order products are created specifically for each customer, production may begin shortly after an order is confirmed.Please submit any request for a change or cancellation as soon as possible. BrimHaus cannot guarantee that an order can be changed or cancelled once materials have been prepared, customization has begun or production has started.Once production or customization has begun, the order is final sale and is not eligible for cancellation, refund, return or exchange.Requests made before production begins may be reviewed on a case-by-case basis, but approval is not guaranteed.
Returns, exchanges + refunds
All sales are final.BrimHaus does not accept returns, exchanges or refunds for customized, personalized or made-to-order products, because they are created specifically for you.Before an in-person customization is finalized, you will have the opportunity to review your selected design and layout. Shipped custom orders are quality-checked before fulfillment.
Damaged, incorrect or defective orders
Final sale does not mean we ignore a problem. Please contact BrimHaus if your order:— Arrives damaged— Contains the wrong item— Contains the wrong customization because of a BrimHaus error— Has a verified manufacturing or customization defect attributable to BrimHausInclude your order information and clear photographs. BrimHaus will review the issue and determine an appropriate resolution based on the circumstances.Normal handmade and customization variations in placement, color, texture or appearance are not necessarily defects.
Customer-supplied items & content
Customers may be permitted to provide their own hats, bags, garments or other items for customization at select BrimHaus experiences or by prior arrangement.BrimHaus will inspect customer-supplied items before customization and may decline any item that appears unsuitable or unsafe for heat pressing, application or the requested customization method.Customer-supplied materials can respond differently to heat, pressure, adhesives and other customization processes. Because BrimHaus did not manufacture or source the original item, BrimHaus cannot guarantee how a customer-supplied item will react during customization.BrimHaus is not responsible for ordinary material reactions, discoloration, warping, adhesive response or similar issues resulting from the inherent properties or condition of a customer-supplied item, except to the extent responsibility cannot legally be excluded.Where applicable, the customer is responsible for the cost of patches, embellishments and the applicable customization or pressing service.
Customer-supplied designs & intellectual property
Customers are responsible for ensuring they have the right to use any names, artwork, logos, photographs, trademarks or other materials they ask BrimHaus to reproduce or apply.BrimHaus may decline content that it reasonably believes infringes another party's intellectual-property rights or is otherwise inappropriate for production.
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