Returns & Exchanges Policy
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Not feeling the cap? Send it back. This page is the how-to: who can return what, how to ask for a free return label, how to pack a structured cap so it does not get crushed on the way, how exchanges for a different size or colour work and what happens once your parcel reaches us. The money side (amounts, timing, store credit) is on our Refund Policy page.
Returns, quick facts
- Window: 60 days from the day your order is delivered.
- What can come back: every cap and beanie we sell, personalised ones included, for any reason.
- Return postage: free. We email you a prepaid return label, even for change-of-mind returns.
- Exchanges: swap for another size, colour or style when it is available.
- Fees: no restocking fee and no handling fee.
- Refund: within 7 days of receiving your return.
1. The 60-day window
You have 60 days from the delivery date shown in your shipping updates to ask for a return or an exchange. What matters is that you contact us within those 60 days; once we send your return label, simply send the parcel as soon as you reasonably can so the label stays valid. Gifts follow the same rule, counted from the day the gift was delivered.
2. Yes, personalised caps can be returned
Many stores refuse returns on anything with a name on it. We do not. A trucker with MASON across the front, a hole-in-one cap with a date, a crew cap with your company logo: all of them can come back within 60 days, for any reason. We cannot resell them, and we accept that as part of selling personalised caps.
We do ask for one thing: please return change-of-mind items in the condition you received them. Trying a cap on is fine; wearing it to three softball games and a fishing trip is not. If something has a fault, the condition does not matter at all.
3. How to start a return
- Email us. Write to support@capcraze.shop or use the Submit a Ticket page. Include your order number, which items you are sending back and whether you want a refund, store credit or an exchange.
- Add photos if something is wrong. For a crushed crown, a snagged beanie, a broken snap or a design that does not match your Order notes, attach a couple of clear photos. Sometimes that is enough to fix the problem without you sending anything back.
- Get your label. We reply within 24 hours on business days with a prepaid return label and the return address.
- Pack and send. Follow the packing tips below, stick the label on and hand the parcel to the carrier named on the label.
- Keep the receipt or the label’s tracking number until your return is complete.
Please do not post items back without emailing us first. A parcel that arrives with no note and no label can take much longer to match to an order.
4. Packing a cap so it survives the trip
A structured trucker or six-panel cap has a crown that can dent if a box is squeezed. A few minutes of packing makes a difference:
- Stuff the crown with a little paper or a soft T-shirt so it keeps its shape.
- Use a small box rather than a soft envelope for structured caps and rope golf caps. Beanies and unstructured dad hats are fine in a padded mailer.
- Nest several caps of the same style inside one another, brims facing the same way, if you are returning a few.
- Put a slip of paper inside with your order number and name.
- Do not tape anything directly onto the cap or the brim.
5. Who pays for return postage
We do, every time. Whether the cap has a fault or you just changed your mind, we send you a prepaid return label at no cost. You will not be asked to buy postage and claim it back. The only exception would be a parcel sent back without contacting us, using a service you chose yourself; we cannot reimburse postage we did not arrange, so please email us first.
6. Exchanges: a different size, colour or style
Exchanges are the most common reason people write to us, and they are simple:
| You have | You want | What happens |
|---|---|---|
| Youth name trucker, too small | Adult size, same name and colour | Return with the free label; we make the Adult cap with the same text once your return is on its way. |
| Fitted golf cap in S/M | L/XL | Same process; if L/XL costs $2 more, we email you about the difference. |
| Navy dad hat | Stone dad hat | Return the navy one; we make the stone one with your original text. |
| Trucker hat | A beanie instead | Treated as a return plus a new order: you get a refund and place a new order, or we arrange it by email. |
Because every exchange item is made for you, the new cap goes through the normal 1-3 business days of processing and then ships free, from the USA, in 7-14 business days. If you want to change the wording at the same time, write the new text in your return email.
7. Problems on arrival
If your order arrives damaged, faulty, in the wrong colour or size, or with text that does not match what you typed in Order notes, email us with photos. You do not need to wait or argue. We agree a fix with you, which is usually a replacement made again or a refund, and we only ask for the faulty cap back when we need to see it, always with a free label.
When the text matches your note, but the note was wrong
We use exactly what you write and there is no proof step, so a typo in the Order notes ends up on the cap. That is still covered by our 60-day returns. Send the cap back with the free label and reorder with the corrected spelling, or ask us to make the corrected version as an exchange.
8. Logos, photos and returned items
When a crew or company cap comes back, we do not reuse your logo for anything else. Logo files and photos you sent us are deleted 30 days after delivery, as described in our Privacy Policy. If you want an exchange after that, simply send the file again with your return email.
9. What happens when your return arrives
- We open the parcel and match it to your order.
- We check the items against your return email.
- For a refund, we issue it within 7 days of receiving your return and email you a confirmation.
- For an exchange, we start making your new cap and email you when it ships.
If something in the parcel does not match what we expected (for example, three caps instead of four), we email you before doing anything else.
10. Orders that have not shipped yet
If you placed your order less than 24 hours ago, you may not need a return at all. See Cancel or Change an Order for how to cancel or change text, colour, size or address within that window.
11. Returns from Canada, Australia and New Zealand
Returns from our international destinations work the same way. Email us first and we arrange the return label for you. If the carrier or customs asks for a reason, the label paperwork will say it is a return of goods previously purchased. If you were charged import duties on the original delivery, mention it in your email so we can help with any paperwork your country needs for a reclaim; whether a reclaim is possible depends on local rules.
12. Exceptions we want to be upfront about
- Items not bought from capcraze.shop cannot be returned to us.
- Caps that are clearly worn for a long time, washed or damaged after delivery are discussed with you by email before any decision.
- Returns started after the 60-day window are looked at case by case; write to us anyway.
13. Returning part of a crew, team or family order
Bigger orders are where most questions come from, so here is how they work. You can send back any number of items from one order: one cap out of twelve, or all twelve. Tell us in your email exactly which items are coming back, by style, colour, size and the text on each one, for example: 2 x Black/White trucker “STAFF”, 1 x Royal/White trucker “COACH”. That way we can match the parcel quickly when it arrives.
If several people from one crew want to swap sizes or colours, collect the caps and send them back in one parcel with one return email. It is faster for everybody than twelve separate returns, and the label we send can be sized for the larger parcel. If only one person wants a swap, that is fine too.
For a family order shipped to one address, the person who placed the order should contact us, because the return is linked to their order number and email address.
14. Before you decide to return
A few things people sometimes return that can be fixed at home:
- A dented crown on a structured cap. Push it gently back out from the inside and let it sit for an hour with a rolled towel inside. Many dents from transit disappear.
- A dad hat that feels stiff. Unstructured cotton caps soften after a few wears and shape themselves to your head.
- A snapback that feels too tight. Truckers have several snap positions; try one or two notches looser before deciding the size is wrong.
- A beanie that feels short. Fold the cuff once instead of twice for more length over the ears.
If none of that helps, send it back. The 60 days and the free label are there for exactly that.
15. Gifts and returns by the recipient
If you received a Cap Craze cap as a gift, you can return or exchange it too. Ask the person who ordered it for the order number, or email us with the name on the cap and the delivery address and we will find the order. Refunds go to whoever paid, unless they agree to store credit for you; store credit never expires.
16. A return from start to finish (example)
Here is an illustration of a change-of-mind return, so you know what to expect; it is an example, not a particular customer. Chris ordered a Bold Block Name Trucker in Orange/White for his son and a matching Black/White one for himself. When they arrived, his son decided he wanted black too. On day 12 after delivery Chris emailed us: order number, “returning 1 x Orange/White Youth trucker with MASON, would like Black/White Youth instead, same name”. We replied the next morning with a free return label. Chris stuffed the crown with a sock, put the cap in a small box with a note of the order number and dropped it at the carrier. As soon as the parcel was on its way, we started on the black Youth cap, which shipped free a few days later. Nothing to pay, nothing to argue about.
17. Help with a return
Email support@capcraze.shop; we reply within 24 hours on business days. Useful links: Refund Policy, Size Guide, Shipping & Delivery and our FAQs. Cap Craze, 210 W Illinois, New Baden, IL 62265, US.