Returns & Refunds

Last updated: September 21, 2025
Store: Hazard County Music (“we,” “us,” “our”)
Support: support@hazardcountymusic.com

We use a professional print partner to produce and ship our merchandise. Each item is made to order just for you, which means our policy is a bit different from a traditional retailer. Please contact us first for any issue—do not return items without authorization. Returns sent without approval can’t be processed.

What we’ll replace or refund

If your item arrives misprinted, damaged, or otherwise defective, email support@hazardcountymusic.com within 30 days of delivery with:

  • Your order number

  • Clear photos showing the issue

  • A short description of the problem

After approval, we’ll send a free replacement or refund the item cost (our discretion based on the issue).

What isn’t covered

  • Size/fit/color or change-of-mind: because items are made to order, we don’t accept returns or exchanges for these reasons. Please check the Size Guide before ordering.

  • Marked “Delivered” but not received: if the carrier shows Delivered and a package is missing, we’ll help you investigate with the carrier, but free replacements aren’t included. We may offer a discounted reorder at our discretion.

Tip: Check with household members, neighbors, the building mailroom/office, and any delivery photos/notes from the carrier.

Wrong/insufficient address & unclaimed packages

If a package can’t be delivered (wrong/insufficient address) or goes unclaimed, it’s typically returned to our fulfillment facility. Once processed, we can reship to a corrected address within 30 days of the return notice; additional shipping charges apply. Carrier returns can take about 2–4 weeks to arrive and be logged.

Lost in transit (no delivery scan)

If tracking never shows Delivered and appears stalled or lost, contact us within 30 days of the estimated delivery date so we can review and help resolve it.

Where returns go (return address)

Please don’t send anything back without contacting us. When a shipment is returned-to-sender, it goes to the fulfillment facility that produced the order (the facility address prints on the label and serves as the default return address). For special cases, we may designate a Texas return address—email us and we’ll advise.

How refunds are issued

  • Approved quality claims: free replacement or refund of the item cost to the original payment method.

  • Shipping fees are non-refundable, except when we ship a replacement for a quality issue.

  • Banks may take 3–10 business days to post refunds after we process them.

EU/UK customers

Many items qualify as made-to-order, which may be exempt from standard change-of-mind returns. If local law grants you a non-waivable right to cancel/return, we’ll honor the minimum required by law for your region.

Quick checklist (before you return)

  1. Email support@hazardcountymusic.com with photos and your order number.
  2. Wait for our reply—do not send items without written approval and instructions.
  3. If your order was returned-to-sender, we’ll notify you when it’s processed; you’ll have 30 days to confirm a reship (reship postage applies).

Sizing & exchanges

We don’t accept size exchanges for made-to-order items. Use our Size Guide on each product page. If you’re between sizes, measure a favorite garment and compare to the chart.

Contact

Orders & returns: support@hazardcountymusic.com
(Please include your order number in the subject line.)