RETURN POLICY. All sales are final. We are open for exchanges/possible refunds if an item does not fit correctly and has not been worn. We try to provide the best customer service while still being able to stay in business. Please contact the office and let us know that you would like to send back your item for an exchange/refund. Once arrived, item will be inspected for damage/use and an exchange/refund will be given immediately. Monogrammed/Embroidered items are not eligible for returns. If there is an error with your order, please contact us and we will make it right.
INCORRECT ADDRESS: If an order is returned to us due to an incorrect address, the customer is responsible for the extra shipping to mail back out. Please double check your address and make sure you are able to receive packages if you’re staying in a RV park before submitting your order. Feel free to email us if you need to change your address before shipping and we will take care of that for you no problem.
TYPICAL ORDER SHIPPING TIMES:
All accessories and apparel 1 business day.
Hats are 1-3 business days.
Sunshades are 1-3 business days.
Bags are NO ETA. If you have an order with multiple items, they will ship out ahead of your bag (except stickers and patches). . If you need something ASAP please contact us and we will do our best to work with you.
We were able to upgrade our shipping system so that USPS generates your shipping cost in real time to create a more accurate charge. We used to go off of a flat weight cost, but this created inaccuracies when shipping to the east coast vs. the west coast. This helps us by not having to constantly send refunds and also eat shipping costs at the same time. For the most part, this system is great. However the AI has a hard time generating accurate weight cost/box size when ordering multiple different items i.e. a hat, ditty bag, sunshade, shirt, etc. If you order something like this, you may be overcharged on shipping. You can either pay the invoice to have your order go through (and contact us to check on the accuracy of the charge) or wait to pay, contact us, and have us check on shipping charges before you pay. In general, we always refund shipping costs (if there is any) when we go to ship out your order wether you have contacted us or not.
We strive to give the best customer service and provide you, the hands, with what you want and need. Having said that, we are not Amazon. We are a family, working as diligently as we can to create custom gear at a high volume. We do not rush through making our gear. Each piece of gear you get from us is completely hand made by us. It is a tedious process with the end result being an absolute quality item totally customized for our customer.
We use email, our website and also the phone as our form of communication. PLEASE DO NOT COMMENT/DM US ON INSTAGRAM OR FB ABOUT YOUR ORDER. It will most likely be missed and we want to make sure your order is right. Contact us through the avenues we just mentioned please. We are better able to keep track of orders and multiple conversations that way. It helps reduce the chances of making a mistake on custom gear and embroidery. When contacting us referring to an open order please include your order number. Our email address is info@lowdraglinehand.com. Our phone number is (775)400-7518. We love you. Thank you!!