Contact Us
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Need a hand with a cap? Cap Craze support works by email, which means every answer is written down, every photo of a crushed crown or a wrong colour stays attached to your case, and nothing gets lost in a phone queue. Write to support@capcraze.shop and a person will reply within 24 hours on business days. This page explains how to get the fastest answer, what to include, and where to find instant answers for the most common questions.
How to reach us
- Email: support@capcraze.shop
- Reply time: within 24 hours on business days (Monday to Friday, excluding US public holidays).
- Prefer a form-style request? Use our Submit a Ticket page, which prepares the email for you by topic.
- Postal address: Cap Craze, 210 W Illinois, New Baden, IL 62265, US. Please do not post returns here without a return label from us.
- Support channel: email only. We do not offer phone or chat support, and we have no social media accounts.
1. Before you write: the quickest answers
Many questions are answered in a few seconds on the right page:
| You want to | Go to |
|---|---|
| See where your parcel is | Order Tracking |
| Fix a typo, change a colour or size, or cancel | Cancel or Change an Order (within 24 hours of ordering) |
| Send a cap back or swap it | Returns & Exchanges |
| Know when your money comes back | Refund Policy |
| Check delivery times and countries | Shipping & Delivery |
| Choose between Adult and Youth, or S/M and L/XL | Size Guide |
| Learn how personalisation works | FAQs |
| Ask about logos, team names or trademarks | Intellectual Property Policy |
| See every help topic in one place | Help Center |
2. What to put in your email
A complete first email usually means a complete first answer. Please include:
- Your order number, from the order confirmation email (if you have already ordered).
- The email address used at checkout, or write from that address.
- Which cap you mean, especially on bigger orders: style, colour, size and the text on it. “The Orange/White Youth trucker that says LEO” is perfect.
- What you would like us to do: change, cancel, exchange, refund, or just answer a question.
- Photos if something is wrong: the whole cap, a close-up of the problem and the shipping label.
Please never send card numbers, bank details or passwords by email. We will never ask for them.
3. Questions before you order
We are happy to help before you buy. Typical pre-order questions:
- Will a long name like Maximiliano fit on the Bold Block Name Trucker?
- Is my company logo clear enough for a foam-front trucker, or should I send a different file?
- Which golf cap packs best for a buddy trip?
- Can I mix truckers and dad hats with the same logo in one order?
- Will caps reach Toronto, Brisbane or Auckland before a certain date?
- Which beanie stays on best for a kid who runs everywhere?
Write as much detail as you like. If you are asking about a logo, attach the file; we will tell you honestly whether it will look good on the cap you picked. We cannot make design mockups, but we can give you straight advice.
4. Help with an existing order
Changing your text or details
If your order is less than 24 hours old, email us right away with your order number and the exact change. Early requests are almost always possible. After 24 hours, your caps may already be made; you can still return them within 60 days with a free label.
Sending a logo or photo you forgot
Reply to your order confirmation email with the file attached. Replying to that email (rather than writing a new one) links the file to your order automatically. If you have lost the confirmation email, write to us with your order number and attach the file.
Where is my parcel?
Start with the Order Tracking page. Remember: 1-3 business days to make your order, then 7-14 business days in transit. If your parcel is past that window or tracking has stopped moving, email us and we will check with the carrier.
Something is wrong with my cap
Send photos and your order number. Whether it is a crushed crown, a snag, a broken snap or text that does not match your Order notes, we will agree a fix with you by email: a replacement or a refund.
5. Crew, team and event orders
For logo caps, STAFF caps or matching caps for a reunion or trip, tell us in your email:
- roughly how many caps you need, and in which styles and colours;
- the text or logo you plan to use (attach the file);
- the date you need them by, and the delivery country.
We will reply with practical advice about timing and which styles suit your logo. Orders themselves are placed through the normal checkout, with names and quantities in Order notes. Shipping is free to the United States, Canada, Australia and New Zealand, whatever the size of the order.
6. What happens after you write
| Step | What happens | Timing |
|---|---|---|
| 1 | Your email arrives in our support inbox. | Immediately |
| 2 | A person reads it and replies with an answer or a question if something is missing. | Within 24 hours on business days |
| 3 | For returns, we send a free return label; for changes, we confirm in writing. | In the same reply where possible |
| 4 | We follow up until your request is complete, for example when a refund is issued. | Refunds within 7 days of receiving your return |
Emails sent on a weekend or US public holiday are answered on the next business day. If you have not heard back within 24 business hours, check your spam folder, then write again; sometimes replies with attachments get filtered.
7. Tips for a smooth conversation
- Keep one topic per email thread. If you have a second order, start a new email so the two do not get mixed up.
- Reply in the same thread when we answer, so the history stays together.
- Write names in capitals if spelling matters, and spell out unusual ones letter by letter.
- Attach photos as images rather than links to cloud folders when you can.
- Tell us your deadline if there is one; it helps us give you realistic advice.
8. Business details
Cap Craze
210 W Illinois, New Baden, IL 62265, US
Email: support@capcraze.shop
We operate online only. This address is not a store, showroom or return depot, so please do not visit or send parcels there unless we ask you to. Returns are sent with the prepaid label we email you.
9. Privacy when you contact us
When you write to us, we keep your email and attachments only as long as they are useful for your request or a related return. Logos and photos you send for personalisation are deleted 30 days after delivery. Details are in our Privacy Policy.
10. Reporting a rights or legal issue
Rights owners can use the same email address. For copyright notices, please follow the format on our DMCA page and use the subject line “Copyright notice”. For trademark or other intellectual property concerns, see the Intellectual Property Policy. Questions about our terms of sale are answered in the Terms of Service.
11. Things we cannot do by email
- Take payments or card details. Orders are paid through checkout only.
- Create or redraw logos, or send design proofs.
- Promise a specific delivery date; carrier times are estimates.
- Ship to countries outside the United States, Canada, Australia and New Zealand.
Everything else, just ask. We would rather answer a quick question before you order than fix a cap afterwards.
12. Copy-and-paste email starters
Not sure how to phrase it? Copy one of these, fill in the brackets and send it to support@capcraze.shop.
Changing text within 24 hours
Subject: Change, order [number]. “Hi Cap Craze, please change the text on [cap style and colour] from [old text] to [new text]. Thank you.”
Sending a logo
Subject: Logo, order [number]. “Hi, attached is our logo for the [number] caps in this order. Please place it on all of them. Wording under the logo, if any: [text].”
Starting a return or exchange
Subject: Return, order [number]. “Hi, I would like to return [cap style, colour, size and text]. I would prefer [a refund / store credit / an exchange for size or colour]. Please send a return label.”
Reporting a problem
Subject: Problem, order [number]. “Hi, my [cap] arrived with [describe the problem]. Photos attached of the cap, the problem and the shipping label. I would like [a replacement / a refund].”
Asking about a delivery date
Subject: Timing question. “Hi, I would like to order [number and style of caps] for delivery to [city, country] by [date]. Is that realistic?”
13. If you are a gift recipient
Received a Cap Craze cap and need help? You can write to us too. Tell us the name or text on the cap and the delivery address, and we will find the order. For returns and refunds, we may need to involve the person who placed the order, because refunds go to the payer unless they agree to store credit for you. We will handle it discreetly.
14. Feedback and ideas
Have an idea for a design, a colour you wish we offered or a style we do not stock yet, such as a particular beanie shape? We read every suggestion. We cannot promise to make every idea, and sending one does not create any obligation on either side, but the best range ideas often come from the people who wear the caps.
15. Busy seasons
Inboxes fill up before Father’s Day, during golf season and in the weeks before the winter holidays, because that is when most caps are ordered as gifts. Our reply time stays the same, within 24 hours on business days, but questions about delivery dates are best asked early. If your question is about a specific date, put the date in the subject line so we can answer it first.
16. Accessibility
If you have trouble using any part of capcraze.shop, for example reading a page, choosing an option or completing checkout with a screen reader or keyboard, please tell us which page and what happened. We will help you place your order by email guidance and use your feedback to improve the site.
17. Languages and time zone
We answer in English. Short messages in other languages are fine, but our reply will be in English. We work on US Central Time, so an email sent from Australia or New Zealand in your morning usually arrives during our previous evening and is answered on our next business day, still within 24 hours on business days.
18. Write to us
Email support@capcraze.shop or open a request from the Submit a Ticket page. We reply within 24 hours on business days. While you wait, the FAQs and the Help Center might already have your answer, and the shop is open whenever you are ready.