Returns & Exchanges Policy

Last updated: October 31, 2026

Ordering a custom hoodie for someone else, or for a growing kid, means a size can miss. This page is the how-to for sending something back to Hood Haven or swapping it for a different size: who qualifies, the steps to follow, how the free return label works, how to pack a hoodie so it arrives in good shape, and what happens on our side once it lands. The money side, meaning amounts, refund methods and timing, lives on its own page, our Refund Policy.

Who can return and what qualifies

Any item bought on hoodhaven.shop can be sent back within 60 days of delivery. That includes pullover hoodies, zip-ups, quarter-zips, crewneck sweatshirts and kids and youth hoodies, and it includes items personalised with the names, numbers or wording you typed in your order notes. You do not need a special reason. A hoodie that is too snug, a colour that looks different in person, or a gift the recipient already owns all qualify.

The person who placed the order should start the request, because we match it to the order number and checkout email. If you received a hoodie as a gift and want to swap the size, ask the giver to email us, or email us yourself with the order number from the packing slip and we will confirm with the buyer.

Condition we ask for

For a size or change-of-mind return, send the item back clean, unwashed and without wear beyond trying it on. Please remove pet hair, keep it away from smoke and perfume, and leave any tags attached. For an item that arrived with a problem, such as a misprint, a flaw in the embroidery or a wrong size compared with your order, send it back as it is. You only needed to open it to find the issue.

Step by step: starting your return

1. Email us first. Write to support@hoodhaven.shop or use our Submit a Ticket page. Put “Return” or “Exchange” and your order number in the subject.
2. Tell us what and why. List each item you are sending back, its size, and whether you want an exchange (say the new size or colour) or your money back.
3. Add photos when something is wrong. If the item is flawed or not what you ordered, attach clear photos of the problem and of the size tag.
4. Wait for your return instructions. We reply within 24 hours on business days with an authorization, the return address and your free return label.
5. Pack and send. Follow the packing tips below, attach the label, and drop the parcel off. Keep the receipt or tracking reference.
6. Watch for our update. We email you when the return arrives and tell you whether your exchange or refund is on its way.

Please do not mail a parcel back without contacting us. A box that shows up with no authorization takes much longer to match to an order, and without our label you would be paying postage you did not need to pay.

How the free return label works

Hood Haven pays return postage on every return, whether the item has a problem or you simply changed your mind. Once your request is approved, we email you a return label. Print it, tape it flat on the parcel and cover or remove any old shipping labels so there is only one barcode showing. If you cannot print at home, many drop-off points can help, or reply to our email and we will tell you what else we can do.

Use the label only for the items listed in your request. If you decide to add another item after we send the label, email us first so we can update your return.

Exchanging for a different size or colour

Most exchanges at Hood Haven are about fit. Because each piece is made to order after checkout, an exchange is not taken from a shelf. It is a new hoodie made in the size or colour you ask for, using the same wording from your original order notes unless you tell us otherwise.

A youth size outgrown before winter

A youth YM ordered for a 9-year-old in September can be too small by late October. Email us within 60 days of delivery, name the new size, perhaps a YL, and confirm the name and number should stay the same. We send a free label, and our reply tells you when the replacement hoodie goes into preparation. Our Size Guide explains how to measure before you pick the new size.

Between L and XL for a layered fit

A dad who chose L, then found he wanted room to wear the hoodie over a jacket on cold sideline mornings, can swap for XL the same way. If you are unsure, measure a sweatshirt you already like lying flat and compare it against the guidance on the size guide before you ask for the swap, so the second hoodie is the right one.

Exchanges for a different design

If you would rather have a different product altogether, for example a quarter-zip instead of a pullover, we handle it as a return of the first item plus a new order for the second. That keeps the new order notes and pricing clear. Our reply will explain how any price difference is settled.

Artwork you sent us

Customer photos and logo files are deleted 30 days after delivery. If your exchange needs the same team logo you emailed with the original order, and more than 30 days have passed, please attach the file again to your exchange request along with your order number.

Packing a hoodie for the trip back

• Fold the hoodie with the print or embroidery facing inward, which protects the design from rubbing.
• Place it in a plastic bag or the original mailer to keep out rain and dirt.
• Use a sturdy mailer or box. A thin grocery bag tears easily in transit.
• Write your order number on a slip of paper and put it inside the parcel.
• For a team return with several hoodies, list the player names or sizes on that slip so we can match each item quickly.
• Seal the parcel well and make sure only our return label is visible.

How the 60 days are counted

Your window opens on the delivery date shown in your order tracking, not on the day you ordered or the day the order shipped. Calendar days count, weekends included. You only need to email us inside those 60 days; the request is what matters. A hoodie delivered on October 1 can be requested for return any time up to and including November 30.

If tracking is unclear, for example a parcel to New Zealand showed “delivered” a few days before it really reached you, tell us the day it actually arrived and we will take that into account.

Gifts and holiday orders

Gifts follow the same rule: 60 days from the day the parcel was delivered. If a grandparent orders a varsity-letter hoodie in early November for a December birthday, keep that timing in mind, and ask the recipient to try it on soon after the gift is opened so there is time left for a size swap.

Try it on before you wash it

Please try every hoodie on as soon as it arrives, ideally over the layers you plan to wear it with. Once a hoodie has gone through the wash, we can no longer treat it as a size or change-of-mind return in unworn condition. If it fits, wash printed and embroidered pieces inside out on cold and let them air-dry, and do not iron directly on prints or embroidery. If it does not fit, keep it folded and start your request.

A coach’s quarter-zip with the wrong fit

A coach who ordered a quarter-zip with “COACH RIVERA” embroidered on the chest and found the sleeves too short can exchange it for the next size up. Mention in your request that the embroidery wording stays exactly the same, and we will use it on the new piece.

Items that arrived wrong or flawed

Sometimes the problem is ours: a number printed as 21 when your notes said 12, an embroidered name with a missing letter, a size that does not match what you ordered, or a hoodie damaged in the parcel. Tell us within the 60-day window with photos of the problem, the size tag and, for parcel damage, the outer packaging. We will reply with the options for your order, which can include remaking the item or a refund, and send a free label if we need the item back.

Before you report a spelling issue, compare the hoodie with the order notes you typed at checkout. We do not send a proof before production, so the text on the hoodie follows your notes exactly. If the notes said “MADISYN #12” and the hoodie says “MADISYN #12”, that is treated as a size or change-of-mind return, which still qualifies within 60 days with a free label. If we printed something different from your notes, that is our mistake and we put it right.

Returns from Canada, Australia and New Zealand

Customers in all four of our countries have the same 60 days and the same free return label. A return from Canada, Australia or New Zealand travels across a border back to the USA, so it may take longer to reach us than a domestic return. Keep your drop-off receipt and tracking reference until we confirm the return has arrived. Our Shipping & Delivery page explains the outbound side, including customs.

Partial returns from team and family orders

You do not have to return a whole order. If a team parent orders 14 hoodies and two players need a bigger size, return just those two. If a family of five ordered matching crewnecks for a reunion photo and one person’s does not fit, exchange that one. Each item has its own 60-day window from the delivery date of its order, and every other item in the order stays yours.

When matching sets came in separate orders to separate addresses, start a request for each order number, or list both order numbers in one email. That keeps the labels and updates tied to the right household.

What we do when your return arrives

If the returned item does not match the request, for instance a different hoodie arrives in the box, we email you before doing anything else so we can sort it out together.

Before it ships, you may not need a return

If your order has not left us yet, a return is not the right tool. Within 24 hours of placing your order you can email us to cancel or to change the size, colour or order-notes wording. See Cancel or Change an Order for how that works.

Questions about a return or exchange

Email support@hoodhaven.shop with your order number and we reply within 24 hours on business days. Our FAQs and Help Center answer many quick questions. Returns are handled by Hood Haven, 2525 W Windrose Dr, Phoenix, AZ 85029, US; please use the return address in your authorization email rather than sending anything without one.