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Frequently Asked Questions - Vermont Originals Build-A-Hat Custom Hats

Turtle Fur reserves the right to cancel any order at its discretion should the order be deemed inappropriate for language, content or material. Turtle Fur is a family company which has roots based in creativity, innovation, quality, community, and respect for the planet. In our efforts to stay true to those roots we reserve the right to cancel any order for custom hats that we feel is not in accordance with those values. This includes any political, religious, or offensive messages, or violations of intellectual property rights. If your request for customization is deemed inappropriate you will be contacted by a Customer Service Turtle who will offer alternative suggestions or provide a full refund.

How quickly do orders ship?
We ship orders once all items are available. Orders containing custom hats and stock product will ship once the custom hats are complete.


How long does it take to make a custom hat?
Most orders will be completed in 5-10 business days. 


What is your return policy?
We do not accept returns on Custom Hats, except in the case of a manufacturer’s defect. Please contact Customer Service at 802-526-3257 or turtle@turtlefur.com for questions.


What is your privacy policy?
We value your privacy and we will not sell nor share your information with anyone.


Is ordering online secure through your website?
Yes. We use SSL encryption for our online transactions, and don’t store or keep credit card numbers on file.


Can I place an order without entering my credit card onto the website?
Yes, please contact our Customer Service department directly at 800-526-3257.


What hours is your Customer Service Desk open?
We are open from 8 am to 5 pm Eastern Time Monday through Friday.


How much do you charge for shipping?
Free shipping on all online orders over $35.00. Carrier Rates apply for expedited shipping options. Standard shipping on orders under $35 is $2.


How do you ship?
USPS or FedEx.


Do you charge a handling fee?


Where are your orders shipped from?
Morrisville, Vermont USA


Where are your products manufactured?
Our Custom Knit Vermont Originals hats are made in the Green Mountains of Vermont, USA. Many of our other products are made in facilities around the world, including Mexico, Nepal, and China.


What do you charge for X-Large hats?
X-Large hats cost an additional $2.00 over the cost of our regular sized hats.


What is your warranty?
We take pride in the quality of our knit hats. Each hat is individually inspected. We guarantee that all of our products will be free from any manufacturers’ defects. Please refer to the care instructions for proper care and handling of your wool knit hats.


What are your care instructions?
Hand wash in cold water and air-dry flat.


Can I use Turtle Fur Coupons for Custom Hats?
Unfortunately the coupons we offer for the rest of our site are not valid with the purchase of custom hats. We do offer bulk pricing on custom hats, you can learn more here.

Design Your Hat | Custom Hat Pricing