Shipping & Delivery
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Every hoodie, crewneck and quarter-zip from Hood Haven is made to order after you check out, so getting it to your door has two parts: the time we need to prepare your piece, and the time the parcel spends on the road. This page walks through both, lists the four countries we deliver to, explains what free shipping really means here, and tells you what to do when a parcel is slow, misdirected or marked delivered when it is not on your porch. It covers every order placed on hoodhaven.shop.
Delivery at a glance
- Cost: free shipping on every order, with no minimum spend and no code to enter.
- Countries: the United States, Canada, Australia and New Zealand.
- Preparation: 1-3 business days, because each item is printed or machine embroidered after you order.
- Time on the road: 7-14 business days, the same estimate for all four countries.
- Origin: all orders ship from the USA.
- Help: email support@hoodhaven.shop and we reply within 24 hours on business days.
Why a made-to-order hoodie takes a few days to leave us
Nothing on our site is pulled off a shelf already finished. When your order comes in, your names, numbers, team words or dates are taken from the order notes you typed at checkout, and the garment is printed or machine embroidered with them. That preparation stage takes 1-3 business days. Business days run Monday through Friday and do not include public holidays, so an order placed late on a Friday normally starts its count on Monday.
The clock starts once your order is placed and paid. If you plan to email us a logo or photo for the design, send it as a reply to your order confirmation email, or write to support with your order number, as soon as you can. Your order cannot be prepared correctly while we are still waiting on artwork, so a late file pushes everything back by the same amount of time.
We do not send a digital proof or mockup before production. What you type in the order notes is what we use, letter for letter. Please read your notes once more before you pay, and remember that you have 24 hours after ordering to email a correction. Details are on our Cancel or Change an Order page.
Delivery estimates for each country
Add the preparation time to the transit time to get the full window between checkout and arrival. Because all four destinations share the same transit estimate, the totals below look alike, but customs handling at the border can still add days to parcels heading to Canada, Australia or New Zealand.
| Destination | Shipping cost | Preparation | Transit | Total estimate |
|---|---|---|---|---|
| United States | Free | 1-3 business days | 7-14 business days | 8-17 business days |
| Canada | Free | 1-3 business days | 7-14 business days | 8-17 business days |
| Australia | Free | 1-3 business days | 7-14 business days | 8-17 business days |
| New Zealand | Free | 1-3 business days | 7-14 business days | 8-17 business days |
These numbers are estimates, not promised arrival dates. Weather, peak holiday volume and customs checks are outside our control. If you need hoodies for a set date, such as a tournament weekend, a senior night or a family photo session, count backwards using the longest figure in the table and order with room to spare.
Planning around a game day or event
Say your daughter’s travel team has a tournament on a Saturday and you want matching hoodies on the bench. Counting 17 business days back from the Friday before the event gives you the latest safe order day, and ordering a week before that leaves room for a size swap if one player’s hoodie does not fit. A team parent placing one order for 14 hoodies in mixed adult and youth sizes, with every player name and number listed in the order notes, follows the same timeline as a single-item order: one order, one preparation window.
Free shipping, with no conditions to meet
Shipping costs nothing on every order to the United States, Canada, Australia and New Zealand. There is no order minimum, no coupon to remember and no surcharge for youth sizes, 4XL sizes or bulky zip-ups. A single crewneck for a grandparent ships free, and so does a box of hoodies for a whole coaching staff. Checkout shows the shipping line at zero before you confirm payment, so the total you see is the total for the goods and their delivery.
Shipping being free does not change your other protections. If something goes wrong in transit, the steps further down this page still apply, and our Returns & Exchanges Policy still gives you 60 days from delivery to send something back.
Where we deliver and where we do not
We sell to and ship to four countries only: the United States, Canada, Australia and New Zealand. Every order ships from the USA. If you enter an address outside those countries, checkout will not offer a shipping option and the order cannot be completed. If you live elsewhere and want a hoodie sent to a friend or relative in one of our four countries, you are welcome to place the order with their address as the shipping address.
Sending to more than one address
Each order goes to one shipping address. If you are ordering a matching set for a family of five and half the family lives in another state, place two separate orders, one for each address. Put the same design wording in the order notes of both orders so the sets match, and mention in each note that it belongs with the other order number. That way both households receive their hoodies with their own tracking details.
Following your parcel after it leaves us
When your order is handed over for delivery, we email you a shipping confirmation to the address you used at checkout. Keep that email: it holds the tracking details for your parcel. You can also look up the current status of your order on our Order Tracking page using your order number and billing email. Tracking can take a day or two to show the first movement after the label is created, so a quiet first day is normal.
If you have not received a shipping email within the preparation window, check your spam or promotions folder first, then write to us with your order number. We will check where your order is and send you the details again.
Getting the address right the first time
Most delivery problems start with a small typo. Before you pay, read your shipping address once more and look for these common slips:
- A missing apartment, unit, suite or lot number.
- A ZIP code or postal code with two digits swapped.
- A dorm or campus address without the building or box details students need for pickup.
- An old address saved in your browser autofill from before a move.
- A gift order sent to your own address when you meant to send it to the recipient.
If you spot a mistake after ordering, email us within 24 hours with the corrected address and your order number. Once a parcel is on its way, the address is in the delivery service’s hands. We will contact them and ask about a redirect, but we cannot promise one will be possible. If a parcel is returned to us because the address was incomplete or wrong, contact us and we will work out the next step with you.
When a parcel is slow, stuck or missing
Parcels sometimes pause. A tracking page that has not changed in a few days often catches up all at once, especially around border crossings into Canada, Australia or New Zealand. If your order is past the 17-business-day total estimate, or tracking has stopped moving for a long stretch, email us with your order number and a short description of what the tracking page shows. We will look into it with the carrier and tell you what we find and what happens next.
Marked delivered but not at your door
Imagine a parcel to Auckland showing “delivered” while nothing is on the doorstep. Before you write to us, try these checks, because they resolve many of these cases within a day:
- Look around the property: side doors, garages, mailboxes, behind planters or gates.
- Ask neighbours, building reception or a mailroom whether they took the parcel in.
- Check whether anyone else in the household signed for it or collected it.
- Look for a card or notice saying the parcel is waiting at a local depot or pickup point.
If it still has not turned up, email us with your order number and the address it was meant to reach. Contact us and we will help, starting with an inquiry to the delivery service.
A parcel that arrives damaged
If the box arrives crushed or torn, or a hoodie inside is stained, ripped or has a print that is visibly damaged, take clear photos of the outer packaging, the shipping label and the item itself. Email them to us with your order number. Keep the packaging until we reply. We will review your photos and explain the options, and you can read how the return side works on our Returns & Exchanges Policy page and how money comes back to you on our Refund Policy page.
Customs, duties and taxes outside the United States
Orders to Canada, Australia and New Zealand cross an international border on their way from the USA. Import duties or taxes depend on the destination country’s rules, and customs can also hold a parcel for inspection, which adds time that neither we nor the delivery service can shorten.
Here is a common example. A grandmother in Ontario orders a varsity-letter hoodie as a birthday gift for her grandson. Whether any charge applies when the parcel arrives depends on Canadian rules for that shipment. If you are unsure, check with your country’s customs service before ordering, or email us and we will share the order details you need to ask them.
Hood Haven does not collect sales tax at checkout. The total you pay is the price of the items, with shipping at zero.
Peak seasons and busy weeks
Back-to-school weeks, the start of fall sports, homecoming and the run-up to the winter holidays are the busiest times for custom hoodies. Delivery services carry heavier volume in those weeks too. Our estimates do not change on paper, but we recommend ordering earlier than usual for any hoodie with a firm date attached, such as a holiday gift or a team photo.
Shipping questions we hear often
Can I pay extra to get it faster?
We offer one shipping option, and it is free. There is no paid express upgrade at checkout. The best way to get a hoodie sooner is to order early and send any artwork right away.
Will a big team order arrive in one box?
Large orders may be split into more than one parcel. You never pay extra for that, and you will be told how to follow each parcel.
Can I pick my order up in Phoenix?
No. Every order is delivered to the shipping address entered at checkout. Our business address is listed for identification and is not a pickup counter.
Does sizing affect shipping?
No. Adult sizes XS-4XL and youth sizes YXS-YXL all ship free with the same timeline. If you are unsure between two sizes, our Size Guide explains how to measure and choose before you order.
Contact us about a delivery
Write to support@hoodhaven.shop with your order number in the subject line, and we will reply within 24 hours on business days. You can also use our Submit a Ticket page or browse the Help Center. Hood Haven, 2525 W Windrose Dr, Phoenix, AZ 85029, US.