Frequently Asked Questions

Frequently Asked Questions

How do I receive part of my order sooner?
Orders of two or more items are intended to be shipped together. If you wish to receive a partial shipment, please discuss with a customer service representative at customerservice@jonhartdesign.com for additional information and pricing. Our team has the right to automatically provide partial shipments in certain situations.
Can I pay for expedited shipping to receive my order sooner?
We only offer a standard, flat-rate shipping of $10 per order. We do not offer expedited processing and all orders are fulfilled in the order they are received.
Can I cancel my order for a refund?
If your order has not been personalized or shipped out, we can review the options for cancellation. Please contact customer service at (210) 226-8544 or customerservice@jonhartdesign.com for additional information. If your order has already been personalized, shipped, or delivered, please review our Returns page for additional options.
How do I become a retail/wholesale account?
Please fill out a New Retailer Application, here. Please note we do provide territory protection for existing retailers and availability for opening new retailers may vary depending on the season.
My package says delivered, but I did not receive it.
Please contact customerservice@jonhartdesign.com. with your order number and any additional information you may have. We can investigate with UPS on your behalf.
My package arrived, but the parcel is damaged or empty.
Please provide photographs of all sides of the package to customerservice@jonhartdesign.com. Please include your order number and any additional information regarding this package. We will investigate with UPS on your behalf. Please note, photographs are required in order for us to complete this claim process.
I am looking for corporate gifts or gifts for a special event?
Please email customerservice@jonhartdesign.com. with as much information as possible regarding your request. Our Corporate Sales Representative will be in touch with you following your request.
Are there any discount codes I can use with my order?
Discount codes are automatically applied at checkout or can be entered manually at checkout. Please check your email, text message, social media, or loyalty account to ensure you have the correct discount code. All codes are unique to each account and cannot be used more than once. Please note, multiple discount codes or a combination of discount codes/promotions cannot be combined or stacked at the time of purchase unless otherwise stated.
Why is my discount code or loyalty points not working?
Please note our system only allows one promotion at a time and cannot combine discount codes or stack loyalty points when a promotion is in action. Only one discount, promotion, or loyalty point redemption can be granted at one time. This is also applied to free shipping codes or $10 off coupons provided via text or email. If the problem persists, please double check you are signed into your account in the top right hand corner of the webpage. If the problem persists, please contact customer service at customerservice@jonhartdesign.com. for additional information.
Do the materials of Camo, Leopard, and Dark Leopard vinyl colors differ from other vinyl colors?
The material is the same, however it has a durable interior coating with a woven exterior.
Can I get new patches with my initials to replace the old?
Yes, however there are limitations. See here for more information regarding this topic.
Approximately how long is the shipping for standard products?
We expect made to order items to ship within 3-5 weeks, and possibly longer depending on the season. Once shipped you can receive your items within 1 to 2 days if you are in Texas. Out of state (Not in Texas) shipping typically takes between 3 to 5 days for delivery.
What are your busy seasons?
The busy seasons occur during Graduation (May & June) and Christmas (November & December).
Can I upload my own logo/brand to be stamped?
There are options to include your personal logo and/or brand to Jon Hart items. For more information and pricing, please email customerservice@jonhartdesign.com.
Can I exchange one product for another?
Exchanges are on a case-by-case basis and must be requested within 30 days of your package being delivered. To submit a request, visit here.
What color strap comes with the crosslet?
Coated Canvas Crosslets will be accompanied by a natural leather strap. Clear Crosslets will be accompanied by the corresponding colored leather strap.
Do leather items come with natural strap?
All leather items will come with a matching leather strap.
What is the status of my order?
Made-to-order items vary in turnaround time and can exceed 3 weeks in production time. If you have any questions regarding the status of your order, please contact customerservice@jonhartdesign.com
Can I change the color of my item?
If your order is currently in production, please contact customerservice@jonhartdesign.com for further assistance. Once production has begun, it cannot be guaranteed that the color can be altered. If your order has already shipped or delivered, please visit our Returns website for information regarding an exchange.
What is your return policy?
All returns must be made within 30 days of receipt, no exceptions. For a list of eligible returns visit here.
What is "Made to order?"
Made to order items are hand crafted start to finish from the moment your order is placed. This process typically takes 3 to 5 weeks until it is shipped.