Cancel or Change an Order
Last updated:
Typed Braydon when it should have been Brayden? Picked Navy when the team colour is Royal? Realised you need fourteen STAFF caps, not twelve? This page explains what you can cancel or change, how fast you need to tell us, and what happens to your money when an order is cancelled. Because every Cap Craze cap is made for you, the clock matters: the earlier we hear from you, the more we can change.
Cancel or change: the essentials
- Change window: within 24 hours of placing your order.
- What can change: the text in Order notes, a logo file, colour, size, style, quantity and the shipping address.
- Full cancellation: possible within 24 hours of placing your order, with a full refund.
- Refund timing for cancelled orders: within 7 days of our cancellation confirmation.
- After 24 hours: your cap may already be made, so changes are no longer guaranteed, but you can still return it within 60 days of delivery with a free label.
- How: email support@capcraze.shop with your order number.
1. Why there is a 24-hour window
Our processing time is 1-3 business days, and personalised work starts early in that window. Once a name is on a cap or a logo is on a crew of truckers, that cap cannot be un-made. The 24-hour window gives you a full day to re-read your order with fresh eyes, check spellings with the family and confirm sizes with your crew, while still letting us get your order out on time.
The 24 hours start from the time on your order confirmation email. A Friday evening order can still be changed until Saturday evening, even though we do not start processing until Monday; please do not wait until Monday to tell us.
2. How to ask for a change or a cancellation
- Email support@capcraze.shop or use the Submit a Ticket page. Put Change or Cancel and your order number in the subject line.
- Use the same email address you used at checkout, so we can be sure the request comes from you.
- Say exactly what should change. “Change the name on cap 2 from BRAYDON to BRAYDEN” is much easier to act on than “fix the name”.
- Wait for our confirmation. We reply within 24 hours on business days, and your change is final when you receive our confirmation email.
If your email arrives within the 24-hour window, we treat it as on time, even if we reply a little later.
3. What you can change within 24 hours
| Change | Example | Anything to pay? |
|---|---|---|
| Text in Order notes | A name, a date, initials, an EST. year, the line on a golf outing cap | No |
| Logo or photo | Sending a sharper logo file to replace a screenshot | No |
| Colour | Navy/White trucker to Royal/White | No, same price |
| Size | Adult to Youth, or fitted S/M to L/XL | L/XL fitted golf caps cost $2 more; we email you first |
| Style or product | Script Name Dad Hat to Bold Block Name Trucker | Only the price difference, if any |
| Quantity | 12 STAFF caps to 14 | Extra caps are paid separately; fewer caps are refunded |
| Shipping address | Sending a gift to grandpa instead of to yourself | No; shipping is free to all four countries we serve |
If a change lowers the price, we refund the difference within 7 days of confirming the change. If it raises the price, we never charge you without asking: we email you how much and how to pay it, and the change goes ahead once that is settled.
4. Cancelling the whole order
Within 24 hours of placing your order you can cancel it completely, no reason needed. We confirm by email and refund the full amount you paid within 7 days of that confirmation, to your original payment method or as store credit if you prefer. Store credit never expires.
You can also cancel just part of an order, for example two of the eight crew caps. The rest of the order carries on as normal.
5. After 24 hours
Once the window has passed, your caps may already be made or on the way, so we cannot promise a change or cancellation. Write to us anyway: if nothing has been made yet, we will try to help. If it is too late, nothing is lost:
- accept the parcel when it arrives;
- email us within 60 days of delivery;
- send the cap back with the free return label we provide;
- get a refund within 7 days of receiving it, or an exchange with the corrected text, size or colour.
The full process is on our Returns & Exchanges Policy page.
6. Changing the address after the parcel ships
Once a parcel is with the carrier, we cannot change the address ourselves. We can ask the carrier whether a redirect is possible, but redirects are not always available, especially for parcels crossing into Canada, Australia or New Zealand. If the parcel comes back to us because of the address, we contact you to arrange a resend.
7. Spelling and text mistakes: our advice
Most change requests are about text. A few habits save time:
- Write the text exactly as it should look, including capitals: McKenzie, not mckenzie.
- For multiple caps, number them in your Order notes and match the order of the cart: “Cap 1 (Black/White Adult): MASON. Cap 2 (Orange/White Youth): LEO.”
- For dates, use the format you want to see: 06.14.26 or June 14, 2026.
- For nicknames and team jokes, ask someone else to read them before you pay.
- Remember there is no proof step: we use exactly what you write.
8. When Cap Craze cancels an order
Sometimes we have to cancel an order or part of one ourselves. The usual reasons are:
- a logo, team name, character or brand that you do not have permission to use (see our Intellectual Property Policy), when no usable replacement is sent;
- text that is hateful, threatening or otherwise not something we will put on a cap;
- a payment that cannot be confirmed;
- an address outside the four countries we ship to;
- a pricing mistake on the site.
If that happens, we email you first and explain why. Where it is a question of text or a file, we give you a chance to change it. If the order is cancelled, you receive a full refund within 7 days.
9. Crew and event orders
For bigger orders, such as logo caps for a company or STAFF caps for an event, we suggest one person collects all names, sizes and colours before ordering and sends the final list in Order notes. Late changes for large orders are the hardest to make, because many caps start at once. If you are unsure about quantities, it is usually easier to place a second, smaller order later than to change a large one.
10. Duplicate orders
Checkout hiccups occasionally create two identical orders. If you see two confirmation emails for the same caps, tell us within 24 hours and we cancel the duplicate with a full refund. If you notice later, the duplicate can still come back within 60 days of delivery with a free return label.
11. Changing your mind about personalisation
Ordered a name cap but decided you would rather have it plain? Within 24 hours, just tell us and we leave the personal line off; on designs like Grill Boss or Mulligan Club, the main design stays and only your line is removed. After 24 hours, the cap may already carry your text, and the normal 60-day return applies.
12. How this works in practice (examples)
The situations below are illustrations of how the policy applies, not stories about particular customers.
The wrong year on an EST. trucker
Say you order a GRANDPA EST. 2024 trucker on Tuesday evening and realise on Wednesday morning that the first grandchild was born in 2025. You email at 9 a.m. with the order number. Because you are inside the 24 hours, we change the note before the cap is made and confirm by email. No cost, no delay.
Two more caps for the crew
Imagine a roofing company orders eight patch-style truckers, then hires two more people the next day. If the request reaches us within 24 hours, the two extra caps can join the same order; they are paid separately, and the caps are made together.
Changed after the window
If you ask on day three to switch a pom-pom beanie from Cream to Navy, it has probably already been made. In that case the cream beanie arrives as ordered, and you can return it with the free label and receive a navy one as an exchange.
13. Gift orders and surprise deliveries
If you are sending a cap straight to someone else, a change of address is the most common request: a birthday plan moves, or grandpa is spending the summer at the lake. Within 24 hours we can switch the delivery address to any address in the United States, Canada, Australia or New Zealand at no cost.
Please keep the Order notes box for the text that goes on the cap, not for messages to the recipient. Gift recipients cannot change an order themselves, because the order belongs to the person who placed it. If the recipient wants a different size or colour after delivery, the person who ordered can arrange an exchange under our returns policy.
14. What our emails mean
| Email you receive | What it means | Can you still change things? |
|---|---|---|
| Order confirmation | We have your order and your Order notes. | Yes, within 24 hours of placing the order. |
| Our reply to a change request | Your change is accepted and final. | Further changes within the same 24 hours, if needed. |
| Shipping email | The parcel is with the carrier. | No; use the 60-day return instead. |
15. Orders with a missing logo or empty Order notes
If you ordered a logo cap and have not replied with the file yet, or forgot to fill in the Order notes for a name cap, we email you and hold the order until we hear back. You can also use that moment to cancel the order if you no longer need it; holding an order for missing information does not cost you anything. If we do not hear back after a reasonable time, we email again before taking any other step.
One more tip: if you are unsure whether your request is still inside the window, send it anyway. It costs nothing to ask, and an early email is always better than a late one.
16. Still need help?
Email support@capcraze.shop with your order number; we reply within 24 hours on business days. You can also check the status of your order on the Order Tracking page, read about delivery times on Shipping & Delivery, or see how money comes back in our Refund Policy. Cap Craze, 210 W Illinois, New Baden, IL 62265, US.