This policy applies to retail orders placed on willowlanehats.com. We ship from Yoakum, Texas.
Most in-stock orders are processed within 1–2 business days, Monday through Friday, excluding holidays. Processing time is the time we need to prepare your order before handing it to the carrier. Carrier transit time is separate.
We’ll email your tracking number to the address you entered at checkout. You may receive a tracking number when we create the label, while your package is still awaiting pickup. Tracking may not show movement until the carrier scans the package.
If we cannot ship within the timeframe stated for your order, we’ll let you know and provide any options required by law, including the option to agree to a delay or cancel unshipped items for a prompt refund.
Available shipping methods and rates are shown at checkout. Depending on your order and destination, options may include USPS Priority Mail or Priority Mail Express, FedEx Home Delivery, UPS Ground, and expedited UPS services. When you select standard shipping, we choose the carrier and service. If you need a specific carrier, please contact us before placing your order.
Free standard shipping is available on eligible orders over $99 within the continental United States. Shipping rates to Alaska, Hawaii, Puerto Rico, and the U.S. Virgin Islands depend on the package size and weight.
Delivery dates and transit times are estimates unless expressly guaranteed. If you need your order by a specific date, please contact us before ordering and we’ll help you choose a shipping option.
Custom Serratelli hats have separate production estimates disclosed before purchase. The standard processing window does not apply. Once we submit your order to Serratelli, it cannot be canceled, except where required by law. We typically submit orders the next business day after purchase, but the cutoff is when we actually submit the order.
We ship to select international destinations. Enter your shipping address at checkout to see whether delivery is available and what it costs. Rates depend on the destination, package size, and weight.
You are responsible for any import duties, taxes, brokerage fees, or customs charges that are not collected at checkout, where applicable. Customs processing may add to delivery time.
Curbside pickup is available by arrangement in Yoakum, Texas, for select hats. Call 361-204-7534 before placing your order to check availability and arrange pickup.
Please double-check your shipping address before ordering. If you notice an error, contact us right away. We’ll do our best to help before the package is handed to the carrier.
If a package is returned to us because the shipping address was incorrect, incomplete, or undeliverable, you are responsible for the cost of reshipping it, where permitted by law. The original shipping charge is generally not refundable in these cases, except where required by law.
If your package hasn’t arrived within 10 business days after it was handed to the carrier, contact us with your order number and we’ll help look into it. If tracking shows it was delivered but you can’t find it, or if it arrives damaged, please contact us promptly. For damaged shipments, please keep the packaging and send us photos of the box and item if you can.
We’ll help investigate tracking issues and, when available, file or support a claim with the carrier. We can’t guarantee the outcome of a carrier claim. This policy does not limit any responsibility Willow Lane has or any remedy you are entitled to under applicable law.
If you purchased Checkout+ package protection at checkout, your order may qualify for coverage for loss, theft, or damage under Seel’s terms. File a claim through the Seel Resolution Center and follow the filing deadlines and instructions for your order. Package protection is optional and does not affect any rights you have under applicable law.
For merchandise returns and exchanges, see our Return & Refund Policy.
Email support@willowlanehatco.com or call 361-204-7534. We’re happy to help.
