Policies

Shipping Policy

Orders entered on a business day, by 10 am Eastern Time ship the same day. Orders entered after 10 am Eastern Time will ship the following business day. Orders entered on a non-business day, will ship the following business day. (Monday-Friday)

Backorder Policy

Merchandise on backorder is temporarily out of stock. If we are unable to ship any merchandise on backorder within sixty (60) days from the day of your order, we will notify you at the e-mail address and/or phone number that you have provided.  All items in an order will be shipped via the shipping service type when placing the order. The status of a backordered item will remain processing until the merchandise is in stock. We will contact you within 24 hours after your order is placed (Monday-Friday), if purchased after 10 am on Friday through Sunday we will be in touch with you on the following Monday (exception of holidays).

Returns

We’ll gladly accept unworn, unwashed, or defective merchandise purchased on holdemhookgear.com for return or exchange. Hold ‘em Hook merchandise purchased at independent retailers and stores must be returned to the location where it was purchased. Please contact the individual retailer or store for their return policy.

If we receive your return at our warehouse within 30 days of delivery, we’ll credit your original form of payment. If it's received after 30 days, a Hold ‘em Hook eGift Card will be issued. If you paid with a gift card or eGift card, a new eGift card in the amount of the credit will be issued and emailed to you accordingly. Please note: eGift and gift cards cannot be returned or exchanged.

The original order number and billing zip code is required to process your return. If you don’t have this information, email us at shop@holdemhookgear.com. To help us locate the order, we’ll need the first and last name of the person who purchased the merchandise and their email address.

Exchange Policy

Exchanges are only allowed for the same product in a different size and/or color.

The item(s) you are exchanging must be mailed back within 10 days of the exchange request or your exchange order will be cancelled. Once the carrier has your return, your exchange order will begin processing. If any items are no longer in stock due to inventory changes, we will refund your original form of payment. If the exchange was submitted after 30 days from delivery of the original item, an eGift Card will be issued.

When Will I Be Refunded?

Your return will usually be processed within a week to 2 weeks once received by our warehouse. We’ll send you a Return Notification email to notify you once the return has been completed. Please allow 1-3 business days for refunds to be received to the original form of payment once the return has been processed.

We take seriously the issue of safeguarding the privacy of information. We have created this Privacy Policy in order to better familiarize you with the information we collect or obtain, and the way in which we use this information to better operate our business and serve the needs of our guests. 

What is Personal Information?

The term “Personal Information” refers to any information that can be used to identify you as an individual or is about you as an individual. It can include, among other things, your name, address, age, gender and personal financial history. 

How is Personal Information Collected?

While in the process of browsing our website, you also provide us with information that does not reveal your personal identity—what type of product you're seeking information about, for example. We use this aggregated, anonymous data mainly for website improvements, but we do not connect it to any Personal Information, such as your name or address. 

While you explore our website for the information that interests you, you may wish to put in a specific “Information Request” about one of our categories or products, or you may wish to participate in one of our online surveys or promotions. To respond to this request or to participate in our various programs, we may ask you for Personal Information, such as your name, zip code, email address and phone number. 

In the event you choose to provide us with this information, we will use it for the purpose solicited as well as to enhance our ability to provide services to you. We will only email you where and when it is appropriate, and you can choose a number of alternate methods by which to receive a reply to a request. Your use and navigation of our website shall constitute your acknowledgment to the terms and conditions of this Privacy Policy generally, and your transmittal or provision of Personal Information shall constitute your acknowledgment of and agreement to the terms and conditions contained in this Privacy Policy with regard to Personal Information. If you are uncomfortable providing this information over the Internet, you can always call our offices and representatives. 

If you wish, you may also submit your email address in order to be placed on a subscription list or to receive other information. You will be placed on these lists only when you indicate your desire to be included. In deciding whether or not to join such lists, please note that they are only used for internal purposes; we do not sell or rent our lists to anyone. In the event you choose to join one of our lists, you may ask to be removed from the list at any time as it is our desire to allow each visitor to have the ability to accept or decline any form of communication from us. 

How Do We Store Information?

We regularly obtain and store information in both digital and physical form. In order to better facilitate the security for Personal Information, we endeavor to store Personal Information in a secure location, be it a database or filing cabinet. Furthermore, we take steps to limit and control access to this information.

Primarily, the information stored on our customer database systems includes what is needed in order to facilitate the provision of our services and to improve the efficiency of your visit. Customer name, address, phone numbers and credit card number are recorded and made available as needed when you complete a transaction.

It is important to note that there is always risk associated with disclosing any information and in particular with regard to method of disclosure used. For example, email communication can not be guaranteed as secure, so there is a risk inherent in the use of email. Please be aware of this when requesting information or sending forms to us by email (for example, from the Contact Us section of our website). We recommend that you do not include any confidential information (e.g., credit card information) when using email. For your protection, our email responses to you will not include any confidential information.

Finally, we cannot and do not warrant the operation of the reservation website and/or matters relating to its security as it is not our site nor does it, to the maximum extent permitted by law, warrant or guarantee privacy. To be prudent, please be sure to always close your browsers when you are done using the reservation site. Although the session will terminate after a short period of inactivity, it is best to close your browsers immediately upon completion as it can be easier for someone to attempt to get access to your profile and Personal Information while you are logged on.