Help Center

Last updated: October 31, 2026

Welcome to the Hood Haven help center, the starting point for every question about custom hoodies, crewnecks, zip-ups and quarter-zips from our shop. Whether you are a team parent collecting sizes for the roster, a coach planning staff gear, or a family lining up matching sets for a photo, the sections below explain each part of the order journey in plain terms and send you to the page with the full detail. Start with the topic closest to your question, and if you still need us, the last section shows how to get in touch.

Quick answers

These five questions come up more than any others. If one of them is yours, you may not need to go any further.

1. Where do I type the names and numbers? In the order notes box at checkout, one line per hoodie with its size and colour first. There are no personalisation fields on the product page.
2. Do I get to see a preview? No. We do not send a proof, so the order notes are used as written. Read them twice before paying, and email us within 24 hours if something needs fixing.
3. How soon will it arrive? Allow 1-3 business days for processing and 7-14 business days for transit. There are no guaranteed delivery dates, so order early for events.
4. What if it does not fit? Exchange or return within 60 days of delivery. We send a free return label, even if you simply changed your mind.
5. When does my refund arrive? Within 7 days of us receiving the return, back to the original payment method. You can choose store credit instead, and it never expires.

For thirty more answers sorted by topic, visit our FAQs.

Orders and personalisation

Every Hood Haven product is made to order after you buy it. You pick the style, colour and size on the product page, then add the personal details at checkout in the order notes box. Designs are either printed or done by machine embroidery, and the product page tells you which.

Getting your order notes right

Treat the notes like a roster sheet. Put each item on its own line, start with the size and colour, then the exact text. For a squad order, that might be fourteen short lines, from “YS, royal: ELLA #3” to “Adult XL, royal: COACH KIM”. Capitals, apostrophes and leading zeros all appear as you write them. A coach’s quarter-zip reading “COACH RIVERA” on the chest needs only the wording, the placement and the size.

Photos and logos

Send artwork after ordering by replying to your confirmation email or emailing us with your order number. Confirm that you own the file or have permission to use it, for example a club crest the club has approved. Files are deleted 30 days after delivery.

Fixing or cancelling

You have 24 hours from ordering to request a change or cancellation by email. A mom who typed “MADISYN” instead of “MADISON” and caught it three hours later is well inside that window. After 24 hours, production may have begun. Read cancel or change an order for what can be adjusted.

Shipping and delivery

Orders ship from the USA with free shipping and no minimum to four countries: the United States, Canada, Australia and New Zealand. Once processing is done, transit takes 7-14 business days to each of them. The shipping and delivery page covers timelines, address tips and delivery problems.

Planning around an event

Count backwards from your tournament, photo day or birthday, adding up the 24-hour change window, 1-3 business days of processing and 7-14 business days of transit. If that leaves little margin, order sooner rather than later; we cannot promise a specific arrival date.

Following your parcel

Check progress on our order tracking page. If a parcel shows as delivered but is missing, such as one to an Auckland address that never reached the door, look around and ask neighbours, then email us. We will look into it with the carrier and keep you updated.

Sending to Canada, Australia or New Zealand

Import duties or taxes depend on the destination country’s rules. A grandmother in Ontario gifting a varsity-letter hoodie would find any charge depends on Canadian rules for that parcel. We do not collect sales tax at checkout.

Returns and exchanges

You can return or exchange any item within 60 days of delivery, personalised pieces included, and we pay the return postage with a free return label, change of mind included. This is the practical side: how to start, how to pack, where the label comes from. It is all set out in our returns and exchanges policy.

Starting a return

1. Email us with your order number, the item and whether you want an exchange, a refund or store credit.
2. We reply with your free return label and instructions.
3. Pack the item, attach the label and send it off.

Picture a youth YM that was too small for a growing nine-year-old by mid-season. The parent emails within 60 days of delivery, asks for a YL, uses the free label, and the next size up follows. Please never post returns to our business address; use the label we provide.

Refunds and store credit

Refunds are issued to the original payment method within 7 days of us receiving your return. Banks and payment providers can take a little extra time to display the money. If you would rather keep the value for next season, choose store credit; it never expires. The money side of returns, including cancelled orders, is explained on our refund policy.

Payments

The payment options available to you are shown at checkout, and they apply to every order. The payment methods page explains how payment works and what to do if a payment does not go through. We never ask for card numbers, security codes or passwords by email, and you should never include them in a message to us.

Products and sizing

Our range covers custom pullover hoodies for teams and schools, sports moms and dads, family matching, varsity letters and coaches, plus kids and youth hoodies, crewneck sweatshirts, zip-up hoodies and quarter-zips. Adult sizes run XS-4XL in a unisex fit; youth sizes run YXS-YXL.

Choosing a size

Measure a hoodie you already like, laid flat, and compare using our size guide. Think about layers: a dad torn between L and XL who wears his hoodie over a sweater at night games often prefers the bigger size. For kids, sizing up gives room to grow.

Mixed-size and multi-address orders

Adult and youth sizes can sit in the same cart, which makes a team order straightforward. For matching sets going to two households, such as a family of five splitting a reunion order between two homes, place a separate order for each address.

Care

Wash inside out on cold, air-dry when you can, and never iron directly on a print or embroidery. Skipping bleach and fabric softener on decorated areas keeps names and numbers crisp for longer.

Browse the collections

• Team and school hoodies
• Sports mom and dad
• Family matching
• Varsity letter
• Coach and staff
• Kids and youth
• Crewneck sweatshirts
• Zip-ups and quarter-zips
• All products

Account and privacy

Your account lets you view past orders and keep your addresses on file, handy if you reorder each season for a new roster. We use your details and any files you send only to make and deliver your order, and customer photos and artwork are deleted 30 days after delivery. The privacy policy sets out what we collect and why.

Legal and rights pages

Our terms of service cover the rules of buying from us and are governed by Arizona law. If you believe content or a design on our site uses your work without permission, see our DMCA page and our intellectual property policy. When you send a logo, you confirm you have the right to use it.

Help by situation

Sometimes it is easier to start from who you are ordering for than from a policy name. Find the description closest to yours.

• Team parent or booster volunteer: collect sizes first, then build one cart and one roster-style set of order notes. Read the sizing section above and keep the 24-hour change window in mind if a player’s number changes after you order.
• Coach or staff lead: check whether your chosen style is printed or embroidered on the product page, and write titles exactly, such as “ASST. COACH”. The coach and staff collection is the place to begin.
• Family organiser: split the order by delivery address and leave plenty of time before the photo date, given processing and transit.
• Gift giver abroad or sending abroad: confirm the destination is one of our four countries, enter the recipient’s address at checkout, and remember that duties depend on the destination country.
• Student or alumni: the varsity letter collection pairs well with an initial and a class year in your order notes.

All support pages

Every support and policy page is listed here so you can jump straight to it. For a full map of the site, see the sitemap.

• About Us: who we are and how personalisation works.
• Contact Us: email, response time and what to include.
• Submit a Ticket: email links with a ready subject for each topic.
• Order Tracking: check your order’s progress.
• Shipping and Delivery: countries, timelines and delivery problems.
• Cancel or Change an Order: the 24-hour window.
• Returns and Exchanges Policy: the 60-day process.
• Refund Policy: refunds and store credit.
• Size Guide: measuring and choosing.
• Payment Methods: how payment works.
• Privacy Policy, Terms of Service, DMCA and Intellectual Property Policy.

Still need help?

Email support@hoodhaven.shop with your order number and a short description, and we will reply within 24 hours on business days. To pick a topic first, use submit a ticket. Our business identity is Hood Haven, 2525 W Windrose Dr, Phoenix, AZ 85029, US; it is a records address, not a return address.