Refund policy

Shipping Policy

We aim to fulfill all wholesale orders in a timely and professional manner.

  • Fulfillment Window: Orders ship within 14 business days of purchase.

  • Carriers: We use UPS and USPS for domestic orders.

  • Expedited Shipping: Available upon request; buyer is responsible for all costs.

  • Free Shipping: Automatically applied to orders over $500 (USD).

  • International Shipping: We currently ship to Canada only.

  • Split Shipments: May occur depending on stock availability and timing.

Important: Please double-check shipping addresses at checkout. The Mad Hatter Co. is not responsible for delays or misdeliveries due to incorrect information.

Return & Exchange Policy

We accept returns and exchanges on eligible wholesale items within 30 days of delivery under the following terms:

  • A 20% restocking fee applies to all returns (may be waived at our discretion)

  • Original and return shipping costs are non-refundable

  • Returns must be unworn, unwashed, and in resellable condition

  • Custom or made-to-order items (including branded embroidery or private label products) are final sale

  • Exchanges are accepted, subject to availability

To initiate a return or exchange, please email crabitaille@themadhatterco.net with your order number, item details, and reason for return. We’ll provide a prepaid return label. Unauthorized returns may be refused.

Damaged or Incorrect Items

If your order arrives damaged or incorrect, notify us within 7 days of delivery. Include clear photos and a description of the issue sent to crabitaille@themadhatterco.net.

We’ll assess the claim and issue a replacement, credit, or refund, depending on the situation.

Order Cancellations

Cancellations must be requested within 7 days of placing the order.
Final approval is at our discretion and may depend on production or order status.
Custom or branded orders cannot be canceled once production begins.

Payment Terms

  • Default Terms: Payment is due at checkout.

  • Approved Accounts: May qualify for Net 30 terms, with a 10% deposit due at the time of ordering.

Failure to pay on time may result in delayed shipments or account suspension.

Policy Enforcement

We reserve the right to:

  • Refuse returns from accounts with excessive return activity

  • Deny or terminate wholesale accounts for violations of our resale policies (including unauthorized resale on TikTok Shop or similar platforms)

  • Enforce restocking or cancellation fees when appropriate

Questions?

For help with shipping, returns, or wholesale policies, contact us at:

Email: marketing@themadhatterco.net
Returns/Damage Claims: crabitaille@themadhatterco.net