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\nPaying for a Hood Haven order happens in one place: the checkout page. This page explains how to see which payment options are open to you, when your order is charged, what your receipt looks like, how to handle a payment that does not go through, and how team parents and gift buyers usually organise payment for bigger orders. It also covers store credit, refunds and how to keep your payment details private when you write to us.
\nWe keep this page general on purpose. Payment options can change over time, and the checkout page is the only place that shows what is available for your order at the moment you pay. To see them:
\nIf the payment section looks empty, shows an error, or offers nothing that works for you, please do not try workarounds such as sending money directly. Email us instead and tell us what you saw; we will help you finish the order properly.
\nWe do not take payment by email, by text message, by phone, in cash, by cheque or through a link sent from an address other than our own. Every payment for a Hood Haven order goes through the checkout on hoodhaven.shop. If someone asks you to pay for a Hood Haven order any other way, treat it as suspicious and forward the message to us.
\nThe order total on the checkout page is made up of the items in your cart and any discount you apply. Shipping is free to the United States, Canada, Australia and New Zealand, with no minimum spend, so the shipping line shows zero. Hood Haven does not collect sales tax at checkout. Review every line before you confirm, because the total shown at that point is the amount you are charged.
\nFor orders going to Canada, Australia or New Zealand, import duties or taxes depend on the destination country’s rules. Those are separate from your Hood Haven total. Our Shipping & Delivery page has more on crossing the border.
\nIf your card or account is in a different currency from the prices shown on the site, your bank or payment provider converts the amount when you pay. Some banks add a foreign transaction fee or use their own exchange rate. That fee and rate come from your bank, not from us, so check with them if you want to know the exact amount in your own currency before ordering.
\nYour payment is taken when you place your order, and that is also when your made-to-order item begins its path into preparation. You will see a thank-you page and receive an order confirmation email. Keep that email: it is your receipt, and replying to it is the quickest way to reach us about the order.
\nBecause you are charged at checkout, the 24-hour window to cancel or change an order starts at the same moment. If you cancel within that window, the full amount you paid goes back to your original payment method. See Cancel or Change an Order for the steps.
\nThe order confirmation email lists each item, its size and colour, the wording from your order notes, the shipping address and the total paid. If you created an account at checkout, the same details are saved in My Account, where you can look back at past orders. If you need a copy of a receipt for a team budget or a booster club, email us with the order number and we will resend the confirmation.
\nBigger orders raise practical payment questions. Here is how they usually work at Hood Haven.
\nEach order is paid by one person with one payment option. A team parent ordering 14 hoodies in mixed adult and youth sizes, with every player name and number in the order notes, pays for the whole order at checkout and collects contributions from other families separately. We cannot split one order across several payers. If families prefer to pay for themselves, each family can place its own order with its player’s name and number in the notes, and every one of those orders ships free.
\nA matching set for a reunion that ships to two addresses is placed as two orders, and each order is paid on its own. The same person can pay for both, or each household can pay for its own.
\nWhen you buy a hoodie as a gift, you pay and the recipient’s address goes in the shipping field. A grandmother in Ontario sending a varsity-letter hoodie to a grandson in another province follows the same steps. The receipt goes to the buyer’s email, not to the recipient, so the price stays private.
\nCoaches and booster volunteers sometimes ask whether an order can be prepared first and paid later. Every Hood Haven order is paid in full at checkout before it goes into preparation, including large staff and squad orders. If your group needs approval before spending, collect the sizes and names first, get the approval, and then place the order in one go so nobody waits on a second round of payment.
\nPaying and personalising happen on the same page, and the moment you pay is the moment your notes become instructions. We do not send a proof before production, so reread the names, numbers and dates in the order notes box just before you press the button. A coach ordering a quarter-zip with “COACH RIVERA” on the chest, or a mom entering a daughter’s name and number, saves a lot of back-and-forth by checking the spelling at this step.
\nIf you plan to send a team logo, you do not attach it during payment. Reply to your order confirmation email with the file, or email support with your order number, and confirm that you have the right to use it. If you notice a mistake after paying, you have 24 hours to email a correction.
\nA declined or failed payment usually has an ordinary cause. Work through this list before trying again:
\n| What you see | \nLikely cause | \nWhat to try | \n
|---|---|---|
| Payment declined | \nBilling details do not match what your bank holds, or the card has expired | \nCheck the billing name, address and postal code, then try again | \n
| Payment declined again | \nYour bank has flagged the purchase as unusual, or a limit has been reached | \nContact your bank or provider, then place the order again | \n
| Extra confirmation step | \nYour bank wants you to approve the payment | \nComplete the step in your banking app or the window that opens | \n
| Page stops loading during payment | \nConnection dropped or the window was closed | \nCheck your email for a confirmation before paying again | \n
| No option fits you | \nThe options at checkout do not suit your situation | \nEmail us and tell us what you need | \n
If the page stalled and you are not sure whether the payment went through, look for an order confirmation email and check your bank activity before placing a second order. If you find two charges, email us with the order numbers, and we will cancel and refund the duplicate.
\nIf you have a valid discount code, enter it in the coupon field at checkout before you pay. The discount shows in the order total straight away. A code that does not apply will show a message explaining why; codes cannot be added after an order is placed.
\nStore credit comes from a return where you chose credit instead of money back. It never expires. To use it on a new order, email us before you check out and we will explain how to apply it to that order.
\nNow and then we may email you to confirm details on an order before it is prepared, for example if the billing and shipping details look inconsistent, or an artwork file is attached to the wrong order. Please reply as soon as you can, since a made-to-order item waits until the question is answered. If a payment cannot be confirmed, we cancel the order and refund the full amount to the original payment method.
\nRefunds always go back to the payment method used at checkout. For a returned item, we issue the refund within 7 days of receiving the return. After that, your bank or payment provider posts it to your account on its own schedule. All the details on amounts, partial refunds and cancelled orders are on our Refund Policy page.
\nHow we handle the personal information you give at checkout is set out in our Privacy Policy, and the terms that apply to every purchase are in our Terms of Service.
\nYes. The amount shown when you place your order is the amount charged for that order. A later change to a product’s price on the site does not change an order you have already paid for.
\nNo. Once an order is paid, the payment stays as it is. If you want to pay a different way, cancel within 24 hours, wait for the refund to the original method, and place a new order.
\nWe do not ask you to store payment details with us by email or on a support ticket. Whatever the checkout page offers for your chosen option is explained on that page when you pay.
\nEmail support@hoodhaven.shop with your order number and a short description of the problem, and we reply within 24 hours on business days. You can also use our Submit a Ticket page. Hood Haven, 2525 W Windrose Dr, Phoenix, AZ 85029, US.
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