My order has not arrived/arrived damaged. Now what?
- Please keep an eye on your tracking information, this is the best way "stay in the know" as to the happenings of your orders.
- If your package says delivered, however it has not been, please wait 24 hours in the event that the package is delayed.
- After 24 hours, please contact us toll-free at 1-877-YOUR HAT (968-7428) and we will start a claim with Canada Post.
- At that time, we will see if we have a replacement for your order and put it on hold until the claim is finalised OR if you prefer not to wait you can place a new order.
- Canada Post can take up to 30 days to verify that a package has been lost.
- Once your claim is confirmed by Canada Post, we will refund your order and shipping, or send you a replacement if it is available.
Package is Delayed
- Please be patient, unfortunately delays can occur depending on location/customs.
- If a package is delayed for more than 5 business days past the expected arrival, please contact us at firstname.lastname@example.org and we will investigate further for you.
- At this time, we will see if we have a replacement for your order and put it on hold until the claim is finalised OR if you prefer not to wait, you can place a new order.
- Please note that Canada Post can take up to 30 days to confirm claims.
- Once your claim has been confirmed as lost, we will refund your order and shipping, or send you a replacement if it is available.
Hat is Damaged
- Please contact us immediately at email@example.com with photos of the damaged hat.
- We will send you a link to process a return and send out a replacement order immediately if the item is available
Package is Damaged
- If the box is significantly damaged and you have the opportunity to refuse delivery, please do so immediately.
- If the package has been delivered and the box is damaged, please take photos prior to opening.
- Once you have opened the package, inspect your order to see if it is damaged.
- If the order is damaged, please take photos of the hat and send them along with the box photos to firstname.lastname@example.org
- We will send you a link to process a return, and send you a replacement order immediately if it is available.