Customer Service

 

* IMPORTANT SHIPPING INFORMATION:

  • Fulfillment times may vary around this time of the year. Please consider any fulfillment, shipping and/or transit delays when placing your holiday order. Once shipped, we are unable to make any changes.

 

FOR RETAILERS AND WHOLESALE ORDERS:

You can contact the Service Department by phone at 888-868-0588 or by email at store@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 888-868-0588 or by email at store@sandiegohat.com Please note it may takes 24 to 48 hours before an order is fully processed and shipped from our warehouse. 

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 888-868-0588 or by email at store@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: Any orders or parts of orders that are out of stock will be automatically cancelled. You will be notified via email if your order, or any part of your order, has been cancelled. Due to the current pandemic , we are unable to cater to each cancelled order individually. 

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 888-868-0588 or by email at store@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.

Can i get a refund if the item i just ordered went on sale ?

No, our promotional discounts are only valid during the time of promotion. We are unable to refund or match the prices if your order has already shipped.  You can return the item on hand and buy it at the promotional rate. However, please keep in mind the additional restocking fee and return shipping if not already paid by us. 

How Are Products Shipped?

Please allow 1-2 business days to process all orders. Orders placed before 5:00pm PST will generally be shipped out in 1-2 business days with the exception of orders placed on a Friday. Those orders will ship out on the following Tuesday or next Business day (if Tuesday is a holiday). You will be notified via email once your order has been shipped. Shipping times can vary based on delivery location.  

We currently offer UPS/USPS ground (5-7 business days) for all Domestic orders. 

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

*Free shipping applies to the continental U.S. only. 

What Is Your Return Policy?

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. We do accept exchanges (Product must not show any signs of wear & tear and must have the tags intact.). You may return for a refund or store credit and place a new order for the item, size, and color of your choice. Please note that shipping charges are non-refundable.

All returns MUST meet the following criteria: • Unworn • Unwashed • No scents or odors • No rips or tears • No other signs of being worn • All tags must be attached • All original packaging must be included • No COD (Cash/Check on Delivery) packages will be accepted Please note that shipping charges are non-refundable Failure to return merchandise as listed above will result in a 15% restocking fee plus the cost of the return label.

San Diego Hat Company is not responsible for return shipping costs unless you received a faulty item.

Get more information and start a return here.

**No returns are allowed on Final Sale items. All sales are final. If an item is returned that is final sale, the item will incur a 50% restocking fee. 

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.

What Happens If My Shipment Is Lost or Stolen?

San Diego Hat Company is not responsible for lost or stolen packages.

If you believe your package was lost or stolen, please reach out to the shipping provider and open a claim. We will do our best to assist you, but please note, once a package has left our facility, we are no longer responsible for its whereabouts.

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.