Refund policy
We want you to love your Captain Hat. If something isn't right, we're happy to help with a return or exchange.
Returns
Returns may be requested within 30 days of delivery.
To be eligible for a return, items must be unworn, unused, and returned in their original condition.
To start a return, use our Returns & Exchanges portal — enter your order number and email, pick the items, and choose an exchange, store credit, or refund. Please do not send items back without first submitting a return request. Questions? Email orders@CaptainHatCo.com.
Once your return is approved, we'll provide return instructions and, when applicable, a prepaid return shipping label.
Refund Returns
For standard U.S. retail orders, Captain Hat Co. can provide a prepaid return shipping label. An $8.95 return shipping fee will be deducted from your merchandise refund.
Original shipping charges are non-refundable unless your item arrived damaged, defective, incorrect, or there was an error on our end.
If your order originally qualified for free shipping, we will not retroactively charge you for the original outbound shipping on standard retail returns.
Exchanges
Want a different style or color? We'd rather help you find a Captain Hat you love.
Eligible exchanges include free return shipping. Start your exchange in the Returns & Exchanges portal or contact us at orders@CaptainHatCo.com with your order number and let us know what you'd like to exchange.
Exchange items are subject to availability.
Store Credit
If you'd prefer store credit instead of a refund, we'll provide free return shipping and issue store credit for the full eligible merchandise value of your return.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives. If an item is damaged, defective, or you received the wrong item, select that reason in the Returns & Exchanges portal or contact us as soon as possible at orders@CaptainHatCo.com.
We'll make it right. If the issue was our mistake or the product arrived damaged or defective, Captain Hat Co. will cover the applicable shipping costs.
We may ask for photos of the item so we can evaluate the issue and resolve it as quickly as possible.
Return Packaging
Whenever possible, please return your items in the box they arrived in or another sturdy box that provides adequate protection during shipping.
For returns of one or two hats, please use a box approximately 12 x 9 x 6 inches or larger.
For larger returns, please use an appropriately sized box that allows the hats to fit without being crushed, folded, or tightly compressed.
Items damaged due to inadequate return packaging may not qualify for a full refund.
Refunds
Returns are not refunded until they have been received and inspected by Captain Hat Co.
Once your return has been received and approved, your refund will be issued to your original payment method, less any applicable return shipping fee.
Please allow up to 10 business days for your bank or credit card company to process and post the refund after it has been issued.
If more than 15 business days have passed since we approved your refund, please contact us at orders@CaptainHatCo.com.
Pre-Orders
Pre-order items may be canceled for a full refund at any time before the order ships.
Once a pre-order has shipped, our standard return policy applies.
Sale Items & Gift Cards
Gift cards are non-returnable and non-refundable.
Items specifically marked Final Sale are not eligible for returns or exchanges. Regular promotional discounts do not automatically make an item final sale unless it was clearly identified as such at the time of purchase.
Bulk, Wholesale & Custom Orders
Bulk, wholesale, custom, and personalized orders are not covered by our standard retail return policy or the $8.95 return shipping option.
Return, cancellation, exchange, and refund eligibility for these orders will be determined based on the size and nature of the order, customization, production status, and shipping costs.
If a return is accepted on a bulk or wholesale order, applicable return shipping costs may be based on the actual cost of the return shipment rather than our standard retail return shipping fee.
Custom or personalized products generally cannot be returned unless they arrive damaged, defective, incorrect, or do not match the approved order specifications.
If you have an issue with a bulk, wholesale, or custom order, contact us at orders@CaptainHatCo.com and we'll work with you directly.