Refund policy

Return and Refund Policy

Last updated: June 22, 2026

We want you to feel confident ordering from Top Ten Line. This policy explains which products may be returned, how to request a return, and how refunds, exchanges, damaged products, and order problems are handled.

Return Window

You may request a return for an eligible, non-personalized product within 30 days of delivery.

To start a return, email:

support@toptenline.com

Please contact us before mailing anything back. Products sent without prior authorization may not be accepted, identified, or refunded.

Return Eligibility

To qualify for a return, the product must be:

Unworn
Unwashed
Unused
Free from stains, odors, hair, makeup, or other signs of use
Undamaged by the customer
In its original condition
Returned with its original packaging when reasonably possible
Submitted for return within 30 days of delivery

We may request photographs before approving a return.

Non-Returnable Products

The following products are generally not eligible for return, exchange, or refund because of a change of mind, sizing preference, or customer ordering error:

Personalized hats
Custom embroidery
Products made with customer-submitted names, dates, initials, wording, logos, or artwork
Gift cards
Final-sale products
Products that have been worn, washed, used, stained, altered, or damaged
Products returned after the 30-day return period
Products sent back without authorization

Personalized and custom products remain eligible for review if they arrive damaged, defective, incorrectly produced, or different from the approved order details.

Nothing in this policy limits any consumer rights that cannot legally be excluded.

How to Request a Return

Email support@toptenline.com and include:

Your full name
Your order number
The product you want to return
The reason for the return
Photographs when relevant

After reviewing your request, we will confirm whether the product is eligible and provide return instructions.

Do not send the product to the address printed on the original package unless we specifically instruct you to do so.

Our fulfillment partner’s facilities accept approved product returns only. They are not Top Ten Line’s legal or general mailing address.

Return Shipping Costs

For voluntary returns involving a change of mind, fit preference, color preference, or an incorrect product selection made by the customer:

The customer is responsible for return-shipping costs.
Original shipping charges are not refundable.
We recommend using a trackable shipping service.
Top Ten Line is not responsible for a return package lost while being sent back.

When an order is verified as damaged, defective, misembroidered, or incorrect because of a production error, Top Ten Line will provide an appropriate resolution without requiring the customer to pay replacement shipping.

Refunds

After an authorized return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method used for the order.

Please allow time for your bank, credit-card provider, or payment service to process and display the refund after it has been issued.

Original shipping costs are not refunded unless:

The order was damaged, defective, or incorrect
We specifically confirm otherwise
Applicable law requires it

Partial or Refused Refunds

A refund may be reduced or refused if the returned product:

Shows signs of wear or use
Has been washed
Contains stains, odors, hair, makeup, or other marks
Has been altered or damaged after delivery
Is missing parts or packaging
Does not match the approved return request
Was mailed after the return deadline
Was sent without authorization

We will explain the reason if a refund cannot be approved.

Exchanges

Because Top Ten Line products are made to order, direct exchanges may not always be available.

To request a different hat style or color, contact support@toptenline.com.

In many cases, the simplest option will be:

Return the eligible original product.
Receive an approved refund.
Place a new order for the preferred style or color.

Customers are responsible for reviewing product descriptions, photographs, color choices, and sizing information before ordering.

Personalized and Custom Orders

Personalized and custom-made products are created specifically from the information submitted by the customer.

These products cannot normally be returned or exchanged for:

A change of mind
Incorrect spelling submitted by the customer
Incorrect initials or dates submitted by the customer
Incorrect capitalization or punctuation submitted by the customer
Fit preference
An incorrect hat style or color selected by the customer

Please check all personalization details carefully before completing your order.

Contact us immediately if you notice an error after ordering. We will try to help, but changes cannot be guaranteed after production has started.

Damaged, Defective, or Incorrect Products

Damaged
Defective
Misembroidered
Incorrect
Significantly different from the product ordered

Email support@toptenline.com and include:

Your order number
A description of the problem
A clear photograph of the complete product
Close-up photographs showing the issue
A photograph of the packaging and shipping label when relevant

Please do not discard the product or packaging until the claim has been reviewed.

Do not return the product before receiving instructions.

After reviewing the issue, we may offer:

A replacement
A reprint
A full or partial refund
Another appropriate resolution

Verified production errors and damaged or incorrect products will not require the customer to pay replacement-shipping costs.

Natural Product Variations

Minor differences may occur because of:

Fabric texture
Hat shape
Thread appearance
Embroidery placement
Stitching tolerances
Screen color settings
Lighting in product photographs
Differences between production batches

Small production variations that do not materially affect the product’s appearance or use are not automatically considered defects.

Lost Orders

Contact support@toptenline.com if your order has not arrived and tracking has stopped updating.

Suspected lost shipments should be reported no later than 30 days after the estimated delivery date.

Include:

Your order number
Full name
Delivery address
Tracking number
A brief explanation of the issue

We will review the shipment information and determine the available resolution.

Packages Marked as Delivered

When tracking shows that a package was delivered but you cannot locate it:

Check the mailbox, porch, entrance, reception area, and nearby delivery locations.
Ask household members, neighbors, or building staff.
Allow one additional business day in case the carrier updated tracking early.
Contact the carrier using the tracking number.
Contact us if the package remains missing.

Top Ten Line is not responsible for packages stolen after confirmed delivery, but we will review the available information and assist where reasonably possible.

Returned-to-Sender Orders

Packages may be returned to the fulfillment facility because of:

An incorrect or incomplete address
An unclaimed shipment
Failed delivery attempts
Refusal by the recipient
Customs or import restrictions

Additional shipping or reproduction costs may apply when the return resulted from an incorrect customer-provided address, failure to collect the package, or another circumstance outside Top Ten Line’s control.