Refund & Shipping policy

**These terms are agreed to during checkout.

PRODUCTION TIME IS CURRENTLY BETWEEN 5 to 10 BUSINESS DAYS. Thank you for your support and understanding during this time.

SHIPPING

All orders are shipped via FedEx generally within 5-10 business days (excluding holidays) after we receive your order (orders after 12 pm EST time will be counted as next day). Once shipped, your order can take between 2-5 business days for FedEx to deliver your package if there are no delays. When your order is shipped, you will receive an email with a tracking number you can use to monitor its progress. First day of transit is counted when your package leaves a distribution center.

Orders selected with FREE SHIPPING (not including our free priority for bundle orders) are sent via First Class. First Class mail does not come with a time guarantee, but is usually within 3 to 5 business days and does not come with insurance. If you wish to insure your order, please select PRIORITY. PRIORITY does NOT guarantee a delivery time and can take just as long as first class mail. In some cases, our warehouse will fast track an order if PRIORITY mail is the same time estimate as FIRST CLASS to get your order delivered faster.

*Isa de Ponce has the same access as clients do when it comes to package tracking, which can be found at: 

https://tools.usps.com/go/TrackConfirmAction_input

*We always try our best to be faster, but since we are made to order to make sure your hat is the best quality, production time is a bit slower. Products and accessories cannot be canceled, returned or refunded due to them being made to order. 

During the holidays, shipping may be delayed, so please order with extra time in mind. Shipping may also be delayed sometimes due to things out of our control (storms, etc).

INTERNATIONAL ORDERS

International orders range from 1-3 weeks for delivery. We are also not liable for any international custom/duty tax. Before ordering, please check with your country regarding your customs taxes as we cannot control these things.

LOST/DAMAGED SHIPMENTS

FedEx failures are not the fault of Isa de Ponce and do not reflect how we treat our customers. What happens after the shipment leaves our warehouse is out of our control.

If your shipment is sent without insurance, Isa de Ponce are not responsible for lost, stolen or undelivered packages. We are unable to replace or reship items purchased without insurance. If you want to purchase insurance you may do so by selecting priority delivery.

Isa de Ponce cannot and will not file claims for priority or insured mail of it customers. If a package is lost or stolen, it is the responsibility of the customer to file a claim. Isa de Ponce is unable to sign any lost or stolen affidavits on the behalf of the customer.

Isa de Ponce will not issue refunds directly to customers for lost or stolen packages.

MOCKUPS 

Product images may be mocks and may not be 100 percent exact sizing of graphic or placement. Design and color also may vary. Different screen settings can cause coloring differences as well. Please contact us with any questions prior to ordering.

VERIFY YOUR ADDRESS

Be sure to verify your address as we will ship to the shipping address listed in the order confirmation/receipt. This includes Paypal addresses. Any packages returned due to wrong or incorrect addresses will be reshipped at the cost of the purchaser and are not eligible for a refund.

RETURNS & EXCHANGES

Isa de Ponce does not accept returns, exchanges, or cancellations (after 2 hours of order) due to all items are made to order and set up once an order is placed. But please contact us if you have any problems with your order.

You can request a cancellation within 2 hours of purchase.

Since all of our products are made to order, all sales are final. We do not offer refunds or exchanges unless items are damaged by Isa de Ponce. If you have a question regarding sizing, please contact us before ordering. Sizing issues will not be refunded, we ask customers to double check orders to confirm all sizes and colors before checkout.

Any items sent back with no noticed and approval from the warehouse will be declined and sent back to the sender.

DAMAGES

In the unlikely chance that you should receive damaged, defective, or the wrong item(s), please message us within 3 business days of the confirmed order delivery date and we will do our best to assist you. If the damage is due to Isa de Ponce, we will cover a new item and shipping, but must be reported within 3 days of delivery date. If the damage is due to FedEx and no insurance was purchased, we can not provide a replacement.