Sterling™ Thermal Fleece Balaclava Hood

Update: 3/24/2026

At Sterling Hat Co, our goal is to deliver comfort and relief straight to your door with a smooth, transparent, and reliable shipping experience. That’s why we’ve designed our shipping process to be simple, fast, and worry free.

Where We Ship

This policy applies to orders shipped within the United States. We’re continuously working to expand our shipping locations to serve more customers worldwide.

To check for future updates or international availability, please visit our FAQ page.

Processing & Delivery Times

• Order Cutoff: 5:00 PM Mountain Standard Time (Denver)

Orders placed before 5:00 PM EST, Monday–Friday are processed the same day. Orders placed after cutoff or on weekends are handled the next business day.

• Handling Time: 1-2 Business Days (Monday - Friday)

Please allow 1–2 business days for your order to be prepared and shipped.

• Transit Time: 4-6 Business Days (Monday - Friday)
  

Once shipped, delivery typically takes 4-6 business days depending on your location.

• Total Delivery Time: 5-8 Business Days

Most orders arrive within 5-8 business days from the date of purchase.

For shipping delays or address changes, please reach out to our Customer Support Team.

Shipping Costs

• Shipping Cost Type: Free shipping

All orders have free shipping within Canada, no minimum purchase required.

For details on returns or exchanges, view our Refund & Return Policy.

Trusted Delivery Partners

Your order will be shipped using one of our trusted carriers:

• UPS
• FedEx

These partners help us ensure that your package arrives safely and on time.

Tracking Your Order

As soon as your package is on its way, you’ll receive an email with your tracking number and a link to our Order Tracking Page, where you can follow your delivery in real time.

Delivery Support

If you encounter any issues—such as delays, damaged items, or lost packages, our support team is here to help. Simply contact us, and we’ll work quickly to resolve the problem and make sure your order gets to you. If an item is missing from your delivery, please contact us within 48 hours at info@sterlinghatco.com with your order number and photos.

Need assistance? 

We’re here to help. 

Email: info@sterlinghatco.com
Phone: (801) 306-4373
Business Address: 4374 N Summer View Dr, Lehi, UT 84048

Customer support hours: Monday–Friday, 9am–5pm (MST)
We typically respond within 24–48 business hours.

Return & Refund Policy

Last updated: 3/20/2026

At Sterling Hat Co. (“we”, “us”, “our”), we want you to love your purchase. If something isn’t right, here’s how returns and refunds work.

Returns (30 Days)

We accept returns within 30 days of delivery.

To be eligible for a return:

• Item must be unused, unworn, unwashed, and in original condition
• Item must be returned in original packaging (when applicable)
• Proof of purchase (order number/receipt) is required

Non-returnable items:

• Gift cards
• Final sale/clearance items (if marked “Final Sale” on the product page)
• Personalized/custom items (if applicable)

How to Start a Return

To request a return, email us at info@sterlinghatco.com with:

• Your order number
• The item(s) you want to return
• The reason for the return (optional but helpful)

If approved, we’ll send return instructions. Items sent back without requesting a return may not be accepted.

Return Shipping Costs

• Customers are responsible for return shipping costs, unless the item arrived damaged, defective, or incorrect.
• We recommend using a tracked shipping method. We are not responsible for returns lost in transit.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery and include photos of:

• The item and damage/issue
• The packaging (if damaged)
• The shipping label (if applicable)

We’ll make it right with a replacement or refund, depending on availability.

Refunds

Once we receive and inspect your return, we’ll notify you of approval or denial.

If approved:

• Once your return is approved and received, refunds are issued to the original payment method after inspection. Please allow 1-3 business days for inspection and 3–10 business days for the refund to appear, depending on your bank.

Original shipping charges are non-refundable, except when the return is due to our error (damaged/defective/incorrect item).

Exchanges

We do not offer direct exchanges.
If you want a different item, please return your original item and place a new order.

Late or Missing Refunds

If you haven’t received your refund after you’ve been notified it was approved:

1. Check your bank/credit card account again
2. Contact your bank or card issuer (processing time varies)
3. If you still need help, contact us at info@sterlinghatco.com

International Returns

International customers are responsible for:

• Return shipping costs
• Any duties, taxes, or customs fees associated with the return
• We do not refund duties or taxes paid on international shipments.

Contact

Any Questions? We’re here to help. 

Email: info@sterlinghatco.com
Phone: (801) 306-4373
Business Address: 4374 N Summer View Dr, Lehi, UT 84048

Customer support hours: Monday–Friday, 9am–5pm (MST)
We typically respond within 24–48 business hours.

Website: sterlinghatco.com