Important: All Capped Customs hats are custom-made to your exact specifications. Because each hat is uniquely crafted for you, our return policy differs from standard retail. Please read carefully before ordering.
1. Custom Orders — General Rule
Because every hat is made to order based on your personal choices (style, colors, text, embroidery, size), we are unable to accept returns or offer refunds for:
Change of mind after ordering
Choosing the wrong size (please refer to our Size Guide before ordering)
Dissatisfaction with a design choice you made (color, text, font, placement)
Slight variations in color between your screen and the physical product (this is normal for all screen-to-physical manufacturing)
2. When We Will Make It Right
We stand behind our craftsmanship. If your order arrives with any of the following issues, we will remake the item at no charge or issue a full refund — your choice:
Wrong item: You received a hat style, color, or size different from what you ordered
Wrong text/embroidery: The embroidered text is misspelled, wrong font, or placed in the wrong location (compared to your order)
Manufacturing defect: Loose stitching, broken closures, visible damage, or other quality issues that occurred during production
Shipping damage: The hat arrived damaged due to shipping (crushed, water damage, etc.)
3. How to Report an Issue
If you receive a defective or incorrect item, follow these steps:
Contact us within 14 days of receiving your order by emailing REVIEW — YOUR EMAIL ADDRESS
Include photos clearly showing the issue (the hat, the defect, and the shipping label)
Include your order number (from your confirmation email)
We will respond within 2 business days with next steps
4. Resolution Options
Once we verify the issue, you can choose:
Free remake: We'll produce a corrected hat and ship it to you at no charge. Typical turnaround: 7–10 business days plus shipping.
Full refund: We'll refund the full purchase price (including original shipping) to your original payment method. Refunds are processed within 5–7 business days.
In some cases, we may ask you to return the defective item before issuing a replacement. We will provide a prepaid return shipping label if a return is needed.
5. Cancellations
Before production starts: You may cancel your order for a full refund if production has not yet begun. Contact us as soon as possible.
After production starts: Orders cannot be cancelled once your hat is in production, because materials have already been cut and stitching has begun. We will notify you by email when production starts on your order.
6. Bulk Orders
For bulk orders (12+ units), the same defect/error policy applies. If a significant portion of a bulk order is defective, we will work with you to remake the affected items. Partial refunds for bulk orders are handled on a case-by-case basis.
7. Exchanges
We do not offer direct exchanges. If your item qualifies for a return under Section 2, you can request a remake with corrected specifications, which serves the same purpose as an exchange.
8. Non-Returnable Items
The following are final sale and cannot be returned or refunded under any circumstances:
Items that have been worn, washed, or altered after delivery
Items returned more than 14 days after delivery
Items with no proof of purchase
9. Contact Us
For any return or refund questions:
Email:REVIEW — YOUR EMAIL ADDRESS
Subject line: "Return Request — Order #[your order number]"