FAQ

Frequently Asked Questions

  • What is Codeword’s Giveback Program?
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      • Codeword is excited to not only provide a way to represent hometowns and offer customizable hats and apparel but, most importantly, to provide a way to support hometowns as well. With every purchase you make, 10% of profit is donated to local food banks in your area through the Feeding America Network.  Shop Codeword today and help to give back to your community!
  • What are Codeword’s Hours of Operations?
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      • 9am - 5pm Monday - Friday CDT
  • How long does it take for Codeword to complete my order? 
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      • Expedited Shipping: It takes approximately 3-7 business days for expedited orders to ship out directly from our facility 
      • Standard Shipping: It takes approximately 8-10 business days for Standard orders to ship out directly from our facility
  • I paid to expedite my order and it got lost in the mail plus I purchased Route order protection. What should I do? 
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      • Please reach out directly to Route who will help you resolve this matter.  This will take approximately 5 business days for a resolve.  If 5 business days will fall after the date you need your package, please reach out to our customer service team at contact@shopcodeword.com who will further assist you with getting your merchandise to you by your requested date.
  • If I am local to Nashville, TN am I able to come and pick up my order?
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  • Am I able to make changes to my order once placed?
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      • If you have expedited your order, you will have 12 hours from when you placed the order to make any changes.  Once that time period has lapsed, no changes will be able to be made to your order.  If you have chosen the standard shipping option, you will have 48 hours from when you placed your order to make any changes.  Once that time period has lapsed, no changes can be made to your order. 
  • The Color does not look like what I thought it would look like when my order arrived, what do I do?
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      • Unfortunately we do not have control over various computer screens that might skew the color(s) of our hats and threads.  That being said, if your order arrives and is not the color(s) you expected, please message contact@shopcodeword.com for resolution.  Oftentimes we will provide a discount code for you to order a replacement hat. 
  • Declined Payments
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      • Check your billing address to make sure it matches your billing address on file with your credit card. Contact your bank or credit card company to confirm the billing address. Shipping and billing addresses can be different. 
  • Tracking Information
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      • Tracking information will be received via email once your order has shipped.  If you do not receive an email with your tracking information please contact contact@shopcodeword.com for more information.
  • Shipping Insurance
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      • Shipping Insurance is a low cost option that is provided on all orders through a service we utilize, called Route.  We highly recommend utilizing this feature as occasionally addresses can be input incorrectly, packages can be damaged/lost in transit, and in these instances we are not able to send out replacements.  By utilizing Route, you are guaranteed a replacement package.
  • International Shipping
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      • We ship internationally via USPS and FedEx. Using freight companies is not an option. 
  • My package says shipped but the tracking status has not been updated?
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    • We create a shipping label the day your package actually ships, we do not create a label ahead of time.  This means that if your tracking status has not been updated,  USPS has missed scanning the package at some point; however it is still en route and will be scanned by the next location. 
  • Return & Exchange Policy
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      • Please find the link to our Return and Exchange policy, HERE
  • Out of Stock Items
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      • Out of stock hats will typically be restocked within 5 business days
        • Exception: Our Vintage Two Tone hats are one of our top selling hats and are very challenging to both get and keep in stock.  That being said, please allow a 3-4 week restock period for these hats.  Once hats are restocked, customers who have subscribed to our emails will receive a notification of the restock.
  • Custom Codes
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      • If you don’t see the city/state/area/airport code you are looking for, you can create a custom code. 
      • Custom Code requests will be reviewed. If it is a questionable code we will reach out to you via email to clarify what code you are trying to purchase.
      • As part of our brand, we can only make U.S. area codes, city codes, state codes, and airport codes on our apparel.  We can embroider just about any verbiage on a hat so long as it is one line, it is not offensive, it is not something that is copyrighted or trademarked and it is not something that is vulgar in nature. 
      • If we cannot make your item, you can select a valid code or verbiage or have your order refunded.
  • Custom Requests
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      • We do apologize but we do not take additional custom requests outside of the scope of what is offered on our website and within our Policies
  • Automatic Order Cancellations
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      • If your order does not fall within Codeword regulations, our Customer Service team will reach out to you advising of the issue and recommending alternative options!  If the team does not hear back from you within 4 days of reaching out, we reserve the right to cancel and refund your order.
  • Bulk Orders
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      • To receive a discount off of your bulk order of 6 hats or more, please use the code 30BULK to receive 30% off.
  • Let’s get Social
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  • If you buy a Codeword item and tag us, there's a pretty good chance we will share it! 
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    - Instagram: @shopcodeword

    - Facebook: @shopcodeword

  • Missing An Item? Wrong item sent?
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      • Email contact@shopcodeword.com and we will make it right!