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FAQ - Frequently Asked Questions


Order Processing
 
I just placed an order. How long will it take to ship?

Each order placed will be shipped within 1 - 5 busienss days. However, the majority of orders are shipped the very next business day. If an item is not in stock, you will be notified immediately.
 
I already placed an order with TheCapGuys.com. Can I change something?

Yes you can! By simply notifying us by email immediately before your item ships out. Please include your full name, order number and information on the product(s) your purchased. A confirmation of your changes will be returned by e-mail. If your item has been shipped already, you will have to wait until the item arrives and then ship it back to us.
 
How do I cancel my order?

By simply notifying us by email immediately. Please include your full name, order number and information on the product(s) your purchased. A confirmation of your changes will be returned by e-mail.
 

 
Payment Options
 
Which payment options does TheCapGuys.com accept?

We accept all major credit cards via Stipe and PayPal.
 
What is PayPal?

PayPal is the world's largest, most recognized and most trusted form of online payment.
 
What is Stripe?

Stripe is the best way to accept payments online and in mobile apps without having to create an acccount.
 
Can I save the items in my shopping cart and buy them later?

Yes you can; or by choosing our “Add to Wish List” option.
 


Privacy Policy
 
What is your complete privacy policy?

Please click here to view our privacy policy
 
Why does TheCapGuys.com ask for my email address?

We use your e-mail address for only two reasons.
1) We collect your e-mail address to send you promotions, new products, news and coupons. This is by subscription only and you can unsubscribe at any time.
2) We use your e-mail address to contact you in regards to the status of a product you ordered or an information request.
For more information, please review our Privacy Policy.

Will I get spam emails after?

We do not send spam. If you are receiving our newsletter, you can unsubsribe at any time. Please click here to view our Privacy Policy.


 
Return Policy
 
How do I Return, Exchange or get a Refund for a product?
 
 

 
Shipping and Delivery

I haven't received my item and Canada Post says it was delivered. What do I do?

Sorry to hear your item hasn’t arrived. If your tracking number states your item has been delivered and you have not received it. It can mean a few things.

  1. Canada Post, at times marks an item as delivered before it is actually delivered. Please wait a couple of days to see if your items is delivered.
    Please contact us again if your item does not arrive, so we can move onto step 2.


  2. If your item has not arrived, we will contact Canada Post to open up an investigation on your missing item.



    Canada Post will ask to verify your mailing address to validate that it was addressed correctly. Canada Post will go through their system to see if they can locate the item.
    This can take up to 5 business days to do the investigation. 



    During the investigation, Canada Post may want to call you to ask you a few questions in regards to your item. It is very important that you
    answer the call or call them back at the number they will provide, They will not be able to close the investigation if they are unable to talk to you.




    If the item is missing or stolen, Canada Post will refund us fully for the item. We can then offer you a complete reimbursement
    or we can reship you the item if it is still in stock.
What shipping carriers do you use?

We mainly use Canada Post. On occasion we use UPS or FedEx.

How do I track my item?

Please visit www.canadapost.com or download the Canada Post app here. The Canada Post App is available for Apple iPhone, Google Android, Blackberry and Windows Phone.

Products

How do I know if this item is for an adult or a child?

All hats that are labeled snapbacks, strapbacks or bucklebacks are adjustable and can fit various sized heads. 
All hats are adult size unless otherwise indicated that is for a child.


Submissions

How do I submit my brand to sell on your platforms?

We are always looking for new brands to feature on our platforms. Please fill out the form here.

I am a wholesaleer or manufacturer, how do submit my company?

We are currently looking for Distributors and Wholesalers for The Cap Guys Inc. 
brands TCG, TCG/IE Inspired Exclusives.

If you are interested in wholesaling our product lines, fill out the form on 
the Contact Us page.


Custom Caps

How does the ordering process work?

Go to the Custom Caps section on our website and fill out all of the relevant information. We will need your logo(s) in preferably .EPS format.  We will review your logo and let you know if there are any issues. This process usually takes about 2 - 3 business days.

 After we approve your logo(s) we can proceed with your order. We will need the following in order to create an invoice: 

  • First and Last Name 
  • Team, Organization, Brand or Company Name
  • Billing Address
  • Shipping Address
  • Phone Number
  • E-mail Address
  • Type of Cap
  • Cap Specifications
  • Number of Caps & Sizes Needed
  • Any Logo Specifications

 Once we receive this information we will create an invoice and send directly to your email!

After we receive full payment for the caps we will start your order. Within 7 business days we will receive your first digital mockup highlighting your logo specifications and cap components. We will then send this onto you where you can make any changes you would like before giving approval to head into the final phase.

How many caps do I have to order?

Minimum 100 to start. 200 on next order.

When will I receive my caps?

Custom orders typically take about 30 business days from the time you sign off on the final design. 

Can my order be expedited? 

Orders cannot be rushed, due to the very detailed process.

What cap sizes are available?

6 3/8, 6 1/2, 6 5/8, 6 3/4, 6 7/8, 7, 7 1/8, 7 1/4, 7 3/8, 7 1/2, 7 5/8, 7 3/4, 7 7/8, 8

Can I use my own logos, photographs, illustrations and/or graphics?

You are free to use any logo you want but please only use logos, photographs, illustrations and/or graphics in which you are the copyright owner or you have expressed written and signed consent to use the artwork. By using a logo, photograph, illustration and/or graphic, The Cap Guys assumes no liability for copyright infringment. We reserve the right to reject any design or logo if we feel there is a copyright being violated.

 Can you design a logo for our custom cap?

Yes, we can design a custom logo for your hat. Separate fees apply. If you are interested in having us design a logo for you, please use the Contact Us form

Can I order blank hats?

Yes, you can order blank hats. If you would like to order blank hats, please contact us first, using the Contact Us form.

What are your excepted file formats for sending artwork? 

Please, send us all artwork as high resolution .eps, .ai, .jpg, .pdf or .psd.


 

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