Returns + Exchanges

We know that you’re going to love your new hat—but hey, sometimes things happen.

Damaged Items

We take great care with each order and take every measure to ensure that they reach you in perfect condition. In the unlikely event that you do receive an item that is damaged, please notify us via e-mail at customercare@criticalhat.com within 48 hours of receipt stating the nature of the damage (photos are always helpful and can help speed up the return process).

We will offer an exchange (if available) or a full refund upon receipt of the returned item, including return postage costs, up to the value of the original outward postage.

Refunds and replacements will not be issued for items sent back without first informing us of your intention to do so and stating the reason for the return.

As the goods are your responsibility until they reach us, we advise that you check that the item is properly addressed and adequately packaged. We also recommend that you obtain proof of postage when returning goods as we cannot be held responsible for goods lost in transit.

Non-Damaged Items

Each of our hats are uniquely embroidered for you at the time of your order.  Because of this, we do not currently offer exchanges on our hats.  However, if you’re really dissatisfied with your new hat, please let us know—usually we can work something out.  We’re emotionally need geeks at heart, and we really want you to like us. 🙂

Shipping Information

We ship throughout the U.S. and internationally and we offer a (pretty darn large) variety of shipping options. Shipping times and rates will depend on the shipping option you choose at checkout.

Tracking Your Order

After you place your order, you’ll receive an order confirmation email. You’ll receive a second email when your order has shipped with tracking information if applicable. Most orders are shipped within 3-5 days.