FAQ’s

 

What is Hexa | Custom?

We offer a canvas that you bring to LIFE. We’ve designed a well-crafted collection of performance-based, premium quality outerwear. But what makes us different, is that we’ve left the details up to you… so go ahead, let your imagination run wild! Select the features that you need, the fit you want, the logo placement that you prefer and bring it to life with colors that you love.

How does it work?

Start by choosing a base product type: We offer four different performance-based outerwear options, and each is available in both men’s and women’s silhouettes. Then add the bells and whistles. We offer a variety of features to choose from. Then bring it to life with color . And finally, you can choose where you’d like to add our Hexa logo. Once the design is complete click submit, and we’ll make it right away, so that you can begin wearing it right away! Are you ready to see what it’s all about?

 

  • HOW CAN I BE SURE ABOUT THE COLOR?

    We’ve perfected our design tool to ensure that what you see is what you get. But knowing that every monitor shows things a little differently, we are happy to send out fabric swatches in order to assure that you know exactly what you’re getting! Just email us at support@hexacustom.com to make the request!

  • HOW CAN I BE SURE THAT MY JACKET/VEST WILL FIT?

    Our fit and size ranges have a lot more variety than most outdoor brands. We offer ten sizes, two genders, five fits (ultra-slim to ultra-full), and three sleeve lengths, so we encourage you to take your time, and reference our size and fit charts to confirm that everything is right. And if you need a measuring tape, reach out, we’ll send one to you! support@hexacustom.com

  • CAN I CHANGE MY ORDER AFTER I SUBMIT IT?

    Our systems are very efficient, so as soon as payment is processed we start building your design. Once we’re in production, we can’t make changes or cancellations. However, we can change the shipping address up to a week after production commences, so email us at support@hexacustom.com if shipping changes are needed.

  • HOW IS MY GEAR SHIPPED, AND HOW MUCH DOES IT COST?

    We ship via DHL or UPS directly from our factory to the address submitted. Shipping charges are calculated and charged upon checkout.

    WHERE WILL MY ORDER SHIP?

    We can ship to any residential or business address, however we do not ship to PO Boxes, APO’s, or - at the moment - anywhere outside the United States.

    WHEN WILL MY ORDER ARRIVE? Since each are made-to-order, they take a little extra time than normal outerwear. All orders will arrive within 3-5 weeks of the order date.

    CAN I CHANGE MY DELIVERY ADDRESS?

    We can change your shipping address up to 5-days after the initial order date. Need to make a change? Email support@hexacustom.com and we’ll make it happen.

  • WHAT IS YOUR WARRANTY?

    We offer a lifetime manufacturer warranty on our custom products. This warranty covers any failure or damage due to materials or construction. We will repair or replace your jacket at our cost if any problem is determined to be under warranty. Our warranty does not cover normal wear and tear or abuse. Our products are built for a lifetime, but accidents happen and we cannot be held accountable for typical weathering, or normal wear and tear over time.

    WHAT HAPPENS IF MY ORDER ARRIVES AND IS NOT EXACTLY WHAT I ORDERED?

    If your order arrives and is incorrect, or damaged please contact us at support@hexacustom.com. We’ll be happy to make everything right, as quickly as we can.

    CAN I RETURN MY GEAR IF I DON’T LIKE IT?

    We build custom gear, as ordered, in every way exactly as our customers want it. Unfortunately, given that all of our products are custom and are built to order, we can’t accept returns at this time.

  • IS MY DOWN GEAR WATERPROOF?

    With an ultra-lightweight 20D Nylon shell, our custom down jackets and vests are extremely light and comfortable but are not designed to be waterproof. Down doesn’t work well when wet, so customers will want to wear a water-proof shell if they expect to take this gear out when it’s wet. But in the event of a light sprinkle, your jacket has a DWR-coating on it and will be just fine.

    HOW DO I WASH MY CUSTOM GEAR?

    To keep your jacket looking (and smelling) fresh, machine wash it independently, with cold water, and on a gentle setting, using powdered laundry soap (not detergent...). After washing, remove the jacket promptly and you can dry down jackets independently on your dryer’s gentlest, lowest setting. For our rain, wind, fleece, and all-weather jackets, air dry by hanging it up on a line.

  • We will be happy to answer any and all questions, simply email us at support@hexacustom.com.