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Return & Exchange Policy

Thanks for shopping at The Cap Guys.

If you’re not entirely satisfied with your purchase, we are here to help.

Please note, you have 15 calendar days to return an item from the date you received it. Items returned after 15 days of purchase will not be accepted.

Physical Products

Items that are physically shipped to customers.

Refunds

To be eligible for a refund your item must meet the following conditions: 

  • • The product must be returned with its original packaging including box, packing slips, product cushioning, retail packaging, warranty cards, documentation, tags, labels and stickers.
  • • The product isn’t used, damaged, dirty, stained, worn out, washed out and is in the same condition that you received it.
  • • The product must have the receipt or proof of purchase 

Returns

Please contact us first before returning an item. All items must be approved from the proper department before an item can be returned. An associate will reply promptly with instructions on how to proceed.

To make a return please do the following:

  • • Place the item in the original package it came in and include all associated materials (where applicable) such as box, packing slips, product cushioning, retail packaging, warranty cards, documentation, tags, labels, stickers, etc.
  • • Download and complete the “Return & Exchange” form. Click here to download. Or follow the link here: http://www.thecapguys.com/media/wysiwyg/returns_exchange_form.pdf
  • • Make sure to include a copy of the original receipt.
  • • Use a shipping company that offers a tracking number. Items shipped without a tracking number will not be accepted.

When we receive your item we will notify you on the status of your return after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.

All returns should be sent to the following address:

Return address:

Attention: Returns Department
The Cap Guys Inc.
5000 Yonge St. Suite 1901

Toronto, Ontario
M2N 7E9

Please allow 3 - 4 weeks from the date you mail your package for your return to be processed completely.

Please note, that you are responsible for paying all shipping costs for returning your item. Shipping costs are non refundable.

If you receive a refund, the cost of return shipping will be deducted from your refund.

Defective items or wrong items

If you receive an item that is defective, the wrong item or the wrong quantity, please contact us immediately. We will resend the correct item to you and refund the return shipping costs due to our error. 

Clearance Items

All sales are final on clearance items. No refunds, merchandise credits or exchanges will be given.

Exchanges

When requesting an exchange, we cannot guarantee that the exchange item you wish to receive will be available at the time your request is processed. We highly recommend you simply return the item you wish to exchange, and place a new order for the replacement item.

Digital Products

Items that customers digitally download to their computer.

Refunds

To be eligible for a refund your item must meet the following conditions: 

  • • Product not delivered (if the delivery email isn't received by a customer)
  • • Download issues (if the product can't be downloaded properly)
  • • Major defects (if the product has unexpected errors)

We reserve the right to refuse a refund if you are using a third party software that is not compatible with our software recommendations for that specific digital product.