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Customer Service

 

FOR RETAILERS AND WHOLESALE ORDERS:

You can contact the Service Department by phone at 888-868-0588 or by email at info@sandiegohat.com

The Service Department hours are 8am to 5pm (PST/PDT) Monday through Friday.

 

How Do I Check My Order Status?

If you are a registered customer, you can access your order history by logging into your account using the credentials you used to create your account. You will find the “My Account” link located at the top of each page. Once you have accessed your account, you can click on the “My Orders” link for order status. If you are not a registered user, you can contact Customer Service by phone at 855-655-2516 or by email at customerservice@sandiegohat.com.

Customer Service hours are 8am to 5pm (PST/PDT) Monday through Friday.

How Do I Cancel An Order Or Backorder?

In stock orders: Orders are authorized and processed real-time so canceling an in stock order is very difficult. If you need to cancel, you can contact Customer Service by phone at 855-655-2516 or by email at customerservice@sandiegohat.com as soon as possible after the order has been placed. If the order has already been processed, you will need to follow the Returns process to return the product for credit or exchange.

Out of stock/backorders: Any orders or parts of orders that are out of stock will be cancelled. You will be notified via email if your order, or any part of your order, has been cancelled.

Preorders: Any preorder can be cancelled prior to it being processed and shipped. If you need to cancel, you can contact Customer Service by phone at 855-655-2516 or by email at customerservice@sandiegohat.com

What Is Your Pricing, Payment & Refund Process?

All prices are displayed in US Dollars. We accept Visa, MasterCard, American Express and Discover credit cards for payment. We also accept PayPal. Your credit card will not be billed until your order has been shipped. Any applicable credits or refunds will be applied back to the credit card or PayPal account used for the original purchase.

We charge sales tax for all online orders that are being shipped to locations in California only. Other states are not charged at this time.  International customers will be responsible for all taxes and duties associated with the shipment of their order.

Coupon and other Promotional codes are limited to one per order. They cannot be combined.

Do You Have A Price Matching Policy?

We do not offer a price matching policy on orders placed through the San Diego Hat Company website.

How Do Preorders Work?

Preorders allow you to purchase an item that has not yet been released for shipping. The preorder purchase will guarantee you the qty of the item you purchased when it becomes available. Preorder items are clearly marked as preorders with the “add to cart” button changing to a “preorder” button. There will also be an expected shipment date listed on the product page.

The preorder process works as follows:
-You add the product(s) to your cart as you would any regular, in stock product
-You complete the checkout process and receive your order confirmation
-Your payment method is authorized for the full order total at the time of purchase (completing the order)
-Your order will be on preorder hold until the item(s) you purchased are available
-Your order will be fulfilled and shipped and you will then be billed and will receive a shipment confirmation

If you ordered both a preordered product and an in stock product, the in stock product(s) will be processed and shipped without delay and you will be billed for the shipped product(s). The preordered product(s) will remain on preorder until it is available. At that time, the product(s) will be released fulfillment and shipment. You will then be billed for the product and will receive a shipment confirmation.

How Are Products Shipped?

Orders placed before 9:00am PST will generally be shipped out on the same day*. Orders placed after 9:00am PST will generally be shipped out on the following day with the exception of orders placed on a Friday. Those orders will ship out on the following Monday or next Business day (if Monday is a holiday). You will be notified via email once your order has been shipped. Shipping times can vary based on method chosen and delivery location. Int’l orders must clear import/export regulations which could add to the shipping time of an order.  International customers will be responsible for all taxes and duties associated with the shipment of their order.

Orders are shipped via the method chosen at the time the order was placed. Please note that all shipping times are in business days. We currently offer 3 UPS shipping methods for Domestic orders: Ground, 2-Day Shipping, and Overnight Shipping.

*Note that there could be a delay in processing your order if we encounter any issues with the billing information provided.

What Is Your Return Policy?

Effective Date: December 2013

San Diego Hat Company will accept returns** for items purchased on the San Diego Hat Company online store within 30 days from receipt for refund or store credit. Returns received after 30 days from receipt will not be accepted. Please note that shipping charges are non-refundable.

**No returns or exchanges are allowed on Sale/Private Sale items. All sales are final.

You can request your RMA # and review our complete Return Policy by clicking HERE.

What Happens If My Shipment Is Refused/Cannot Be Delivered?

Shipped items that are either refused by the customer or cannot be delivered by the carrier, will be returned to San Diego Hat Company and the customer will be credited for the product cost and tax, less shipping and handling Customer will be required to place a new order and will be responsible for any associated shipping charges.

How Do I Update My Account Information?

If you are a returning customer, you can easily update your information by logging into your account. You will find the "My Account" link located in the top of each page. Once you have accessed your account, you can click on the "Account Information" link to update your account information.

What Is Your Customer Support Holiday Schedule?

Our Customer Service Dept. will be closed on the following observed Holidays in 2014:

  •  New Year's - Jan 1st
  •  President’s Day - Feb 17th
  •  Memorial Day - May 26th
  •  Independence Day - July 4th 
  •  Labor Day - Sept 1st
  •  Thanksgiving - Nov 27th
  •  Christmas – Dec 25th