Submit a Ticket
Last updated:
Open a support ticket with Cap Craze in one click. Pick the topic below that matches your question: each button opens a new email to support@capcraze.shop with the subject already filled in, so your request lands in the right place. Add your order number and the details we list for that topic, attach photos or files if needed, and send. A person replies within 24 hours on business days. Every email to our support address becomes a ticket, so you can also simply write to us directly.
Ticket basics
- Where it goes: support@capcraze.shop.
- Reply time: within 24 hours on business days.
- Always include: your order number (if you have one) and the email address used at checkout.
- Attach: photos for problems, logo or photo files for personalisation.
- Never include: card numbers, bank details or passwords.
1. Choose your topic
Change my order text, colour or size
Open a ticket: Change my order
Include: order number, which cap (style, colour, size, current text) and exactly what it should become. Changes are possible within 24 hours of ordering; see Cancel or Change an Order.
Cancel my order
Open a ticket: Cancel my order
Include: order number and whether you want to cancel everything or only some caps. Cancellations are possible within 24 hours of ordering, with a full refund within 7 days of our confirmation.
Send my logo or photo
Open a ticket: Logo or photo for my order
Include: order number, the file attached (transparent PNG or vector for logos; the original picture for photos) and which caps it goes on. The easiest way is still to reply to your order confirmation email with the file.
Change the delivery address
Open a ticket: Change delivery address
Include: order number and the full new address, with unit number and postal code. Within 24 hours of ordering we can change it before the parcel leaves us.
Where is my order?
Open a ticket: Where is my order
First try the Order Tracking page. If your parcel is past the estimated window or tracking has stopped moving, include your order number and the last tracking update you saw.
Return or exchange
Open a ticket: Return or exchange
Include: order number, which caps are coming back, and whether you want a refund, store credit or an exchange (and for an exchange, the new size or colour). We reply with a free return label. Details on the Returns & Exchanges Policy.
Something is wrong with my cap
Open a ticket: Problem with my cap
Include: order number, a short description and photos of the whole cap, a close-up of the problem and the shipping label. We will agree a replacement or refund with you.
Refund question
Open a ticket: Refund question
Include: order number and the date we confirmed your refund, if you have it. Refunds are issued within 7 days of receiving your return; see the Refund Policy.
Question before ordering
Open a ticket: Question before ordering
Include: the cap you are looking at, the text or logo you have in mind and, if relevant, your delivery country and date.
Crew, team or event order
Open a ticket: Crew or event order
Include: approximate quantity, styles and colours, your logo file, your deadline and delivery country. Orders are then placed through normal checkout.
Privacy request
Open a ticket: Privacy request
Include: what you would like (a copy of your data, a correction or deletion) and send it from the email address you used with us. See the Privacy Policy.
Copyright or trademark concern
Open a ticket: Copyright notice
Follow the format on our DMCA page, or read the Intellectual Property Policy for trademark concerns.
Something else
Open a ticket: General question
Anything not listed above. Tell us as much as you can and we will route it.
2. If the buttons do not open your email
Some browsers or devices do not have an email program set up for these links. In that case, open your usual email (Gmail, Outlook, Apple Mail or another), start a new message to support@capcraze.shop and type the topic name as the subject, for example “Return or exchange”. It works exactly the same.
3. What makes a great ticket
| Ticket type | Must include | Helpful extras |
|---|---|---|
| Change or cancel | Order number, exact change | The time you placed the order |
| Logo or photo | Order number, attached file | Which caps it goes on; wording under the logo |
| Where is my order | Order number | Last tracking update, delivery address |
| Return or exchange | Order number, items, refund/credit/exchange | New size or colour for exchanges |
| Problem with a cap | Order number, photos | Photo of the shipping label and packaging |
| Pre-order question | The cap and your text or logo | Deadline and delivery country |
4. What happens after you send it
- Your email arrives in our support inbox and becomes a ticket.
- A person reads it and replies within 24 hours on business days, either with the answer or with a question if something is missing.
- For returns, the reply includes your free return label. For changes and cancellations, the reply is your written confirmation.
- We keep the thread open until your request is complete, for example until a refund is issued or an exchange ships.
Tickets sent at weekends or on US public holidays are answered on the next business day. Please keep replying in the same email thread so the full history stays together.
5. Keep your details safe
We will never ask for your card number, security code, bank details or account passwords, and you should never send them in a ticket. Payments are only made through checkout. If you receive a message claiming to be from Cap Craze that asks for payment details or asks you to pay outside checkout, do not reply; forward it to support@capcraze.shop.
6. Attachments
- Photos from a phone are perfect for showing a problem; please send them as normal attachments.
- For logos, send the original file you have rather than a screenshot of a website. Transparent PNG, SVG, PDF, AI or EPS files work best.
- Very large files may be blocked by email providers; if yours is very large, send a smaller version and mention it.
- Files sent for personalisation are deleted 30 days after delivery.
7. Ticket etiquette that speeds things up
- One order per ticket. If you have two orders with separate questions, send two emails.
- Write names exactly as they should appear, ideally in capitals for clarity, and spell unusual ones letter by letter.
- If you have a deadline, put the date in the subject line.
- If you already sent a ticket, reply to that thread instead of starting a new one; duplicate tickets can slow things down.
8. Time-sensitive requests
Two kinds of tickets have a clock: changes and cancellations (24 hours from ordering) and questions about a specific delivery date. For those, send your ticket as early as possible and put “Change”, “Cancel” or the date in the subject line. A request that reaches us inside the 24-hour window counts as on time, even if our reply comes later.
9. Other ways to find answers
Many answers are already written down: the Help Center covers every topic, the FAQs answer the common questions in one line each, the Size Guide helps with fit, and Shipping & Delivery covers timing. For general contact details see Contact Us.
10. Who answers your ticket
Tickets are answered by the Cap Craze support inbox, by a person, in English. We do not use automated replies to close tickets. If your question needs us to check something with the carrier or our production partners, we tell you that in the first reply and come back as soon as we know more.
11. Example tickets you can copy
These examples show the level of detail that gets a complete answer in one reply. Replace the parts in brackets with your own details.
Change request
Subject: Change my order, #[number]. “Hi, I ordered 2 Bold Block Name Trucker Hats an hour ago. Cap 2 (Orange/White, Youth) should say LEO, not LEE. Cap 1 is correct. Thanks.”
Crew logo
Subject: Logo or photo for my order, #[number]. “Logo attached as a transparent PNG for all 8 Charcoal/Black patch-style truckers. Second line under the business name: GUTTERS & REPAIRS. We need them by [date] in [city, state].”
Exchange
Subject: Return or exchange, #[number]. “The Fitted Golf Cap with Initials in S/M is too tight. Please exchange it for L/XL with the same initials (AKM). I understand L/XL is $2 more; let me know how to pay the difference.”
Problem on arrival
Subject: Problem with my cap, #[number]. “The Classic Rope Golf Cap arrived with a dent in the crown that does not pop back. Photos of the cap, the dent and the shipping label attached. I would prefer a replacement.”
Pre-order question
Subject: Question before ordering. “Will the name MAXIMILIANO fit on the Bold Block Name Trucker? If it is too long, would the Script Name Dad Hat work better? Delivery would be to Calgary, Canada.”
12. What our replies look like
| Your ticket | Our reply usually contains |
|---|---|
| Change or cancel within 24 hours | Written confirmation of the change or cancellation; refund timing if money is due back. |
| Change after 24 hours | Whether the change is still possible; if not, how to use the 60-day return. |
| Return or exchange | A free prepaid return label and packing instructions. |
| Problem with a cap | The fix we propose (replacement or refund) and whether we need the cap back. |
| Where is my order | The current status and what the carrier tells us. |
| Pre-order question | A straight answer about fit, text length, logo suitability or timing. |
13. If you do not hear back
We reply to every ticket within 24 hours on business days. If you have not seen an answer after that, first check your spam, junk and promotions folders, and search for “capcraze”. Replies with attachments such as return labels are the ones most often filtered. If there is still nothing, send your ticket again from the same address and add “Second try” to the subject line, so we can look for the original and make sure nothing is stuck on our side.
You can also write from a different email address if you suspect your provider is blocking our replies; just mention the address you used at checkout.
14. Contact details
Cap Craze, 210 W Illinois, New Baden, IL 62265, US. Email: support@capcraze.shop. We work by email only, with replies within 24 hours on business days.