FAQs

Contact Us

Before you contact our support team, you may get your answer a lot faster by reading through our FAQs [Frequently Asked Questions] page below. If you still cannot find the answer, our contact information is at the bottom of this page :)

 

How are you handling COVID-19 & are there fulfillment delays?

Along with the safety of our employees, our priority is to continue supporting customers. This is a difficult time for everyone and we're working hard to adapt to this current, new reality. We'll continue to share information on this page, so check back often.

We're partnering with backup facilities to help us manage order volume, and we're routing orders to wherever they can be fulfilled most efficiently. As of now, we're working with 3 backup facilities across the US, and we're looking for more options.

As for fulfillment delays, our standard fulfillment time is 1-5 business days. With COVID-19 and social distancing, our current fulfillment time is adjusting by the day. We will keep updating this time frame as we receive new data.

Current COVID-19 Fulfillment Time: 5-10 business days

 

How long will it take to receive my item?

The answer to this question is really dependent on the shipping method that you have chosen. However, it is not the only thing that takes place when your order is placed. We ask that you give us 1-5 business days to fulfill your order. Our goal is to get your item shipped the next business day after your order was placed. Upon fulfillment, your order will then be shipped out to you, and you will receive a shipping confirmation email! At that point, the time it takes to get to you will depend on the shipping method that you have decided on!

** IF THIS IS AN URGENT ORDER: Please email help.hathub@gmail.com with your full name that you used on the order, order number, and shipping address and ask if they can mark the order as URGENT. There is no guarantees for getting your order faster by doing this, however, we will do everything we can to accommodate your situation!

 

I have received a faulty item.

In the unlikely event you have received a defective item, please email us immediately with the following information:

  • Your order number
  • Which item is damaged
  • A description
  • Photo of the faulty item

If your parcel has been delivered and is already damaged upon delivery. Please keep photographic evidence of how the parcel arrived.

All claims for parcels arriving damaged must be made within 14 working days of the delivery date.

Unless proof of damage has been verified by a member of the HatHub support team, we cannot activate a refund, credit or exchange.

Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.

Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time and we don't always require the faulty item back.

 

You sent me the wrong item.

In the unlikely event you have received the wrong item, please email us immediately with the following information:

  • Your order number
  • The name of the item you did not receive
  • The name of the item you received in its place
  • A photo of the item you have received

Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified to your satisfaction.

Unless proof that you have received an incorrect item has been verified by a member of the support team, we cannot begin to take the steps needed to rectify the problem.

 

I want to cancel/ change my order.

Quick! Get us your changes as soon as humanly possible! We need the name on the order, order number, and the changes you want to be made!

If your order has been fulfilled already there is nothing that we can do. 

 

There is something missing from my order.

We may have removed the item due to being out of stock so please check your emails, as we will have notified you.

Your items may have been sent in separate parcels!

If you haven't received an email notification about any changes to your order, but you're still missing an item, please email us immediately with the following information:

  • Order Number
  • Missing Item(s)  

Our support team will look into the matter and will resolve the issue for you as quickly as possible.

All missing item claims must be made within 14 days of the delivery date of your order.

 

Can I change my delivery address?

Yes! Email help.hathub@gmail.com as fast as you can to ensure the appropriate changes are made. If your order has been fulfilled already, unfortunately, there is nothing that we can do at that point. If there is a failed delivery, the courier will either 1. Leave a calling card so you can rearrange delivery directly with them, or 2. Deliver the package back to us, where we will then contact you to arrange re-delivery.

 

What if I am not home for my delivery?

If you are not at home when your parcel is due to be delivered, it may be left in a safe place which will usually be advised on a delivery note posted through your door by the courier.

If there is no suitable place for the delivery, the courier will leave a card instructing you on how to rearrange the re-delivery for your parcel.

If your parcel hasn’t arrived and there is no card posted through the door with instructions on it, please contact the courier with your tracking number to rearrange delivery.

 

My order is marked as delivered, but I haven’t received it.

If your tracking states your package has been delivered, but you have not received it. Please first check with any surrounding neighbors for anyone who may have accepted the parcel on your behalf.

If you had your HatHub order delivered to a workplace, please check with all employees who may have accepted the parcel, we know how tempting a fresh HatHub package might be.

Couriers may update the tracking as delivered prior to delivery, so please allow up to 24 hours before assuming the parcel is lost. If after this period, you're still unable to locate your order, you need to get in touch with the courier to figure out what could have happened to your parcel. Unfortunately, there is not too much we can do after the order has left our warehouse. However, we will work to rectify the situation for you! Your package may be on its way back to us, and if it is, we will work with you to determine why the shipping address was bad and get the order reshipped to you.

  

This item was previously on sale, can I get it at the sale price?

If a sale is on, we will clearly state when the sale is due to end. After the sale ends, the item may go back to its original price, in which case, we will not be able to honor the price it was displayed as during the sale.

As much as we love a good sale, unfortunately, they have to come to an end.

 

I’ve placed an order, but I haven’t received a confirmation email

You've placed an order, the money has been debited from your account but you haven't received your order confirmation email. Has the order been successful?!  

Not to worry, this usually means that the email you used to place the order may have had a spelling mistake or the email may have gone through to your promotional inbox. Just be sure to check all inboxes through your email account.

Send an email at help.hathub@gmail.com, and they'll be able to locate your order. They'll simply need the full name, order number, and delivery address used to place the order.

 

My order status is fulfilled. Does that mean it should be delivered?

Status 'fulfilled' simply means your order has been packed by our team and it's currently on the way to you.

You will receive a shipping confirmation shortly after detailing your tracking information.

If your order has remained unfulfilled for more than 10 business days, please contact us with your order number and a member of the support team will get right on it.

 

You didn't answer my question.

If we didn't answer your question here, feel free to email our support team at help.hathub@gmail.com and we can take care of you there :) Please include the name you used on your order, order number, and your question in the email.

 

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