Frequently Asked Questions

Find quick answers about shipping, returns, orders, products and promotions.

Last updated: October 10, 2026

Shipping and Returns at a Glance

• Handling time: within 24 hours, Monday to Friday. Orders placed before 10 AM ET usually ship the same day.
• Delivery: from overnight to 5 business days, depending on the shipping method you choose at checkout.
• Carriers: FedEx and USPS. Free shipping orders ship via USPS Ground Advantage.
• Free shipping: orders from $95 up to $500, continental US only, while a promotion is active and announced in our website header.
• Returns: eligible fitted hats within 30 days of delivery. See the return policy below.
• Final sale: sale, clearance, promotional and pre-order items.
• International: New Era products ship within the US only.

Shipping and Delivery

When will my order ship?

Within 24 hours. We ship Monday to Friday, and orders placed before 10 AM ET usually go out the same day. Orders placed after 10 AM on Friday ship the following Monday.

How long will delivery take?

After handling, delivery time depends on the shipping method you choose at checkout:

Shipping method	Estimated delivery
FedEx 2Day	2 business days
FedEx Express Saver	3 business days
USPS Ground Advantage	2-5 business days
USPS Priority Mail	1-3 business days
USPS Priority Mail Express	Overnight to 2 days

Need it faster? Choose FedEx 2Day or USPS Priority Mail Express at checkout. These times are for reference only. More precise delivery times are shown at checkout.

I paid for expedited shipping. Why hasn't my package arrived?

FedEx services count business days only, so weekends and holidays aren't included. USPS counts Saturdays but not Sundays or holidays. Orders placed before a holiday, after 10 AM on Friday, or over the weekend don't count toward the estimated delivery time.

Which carrier do you use when shipping is free?

USPS. Orders that qualify for a free shipping promotion ship via USPS's most economical service, USPS Ground Advantage (2-5 business days). Free shipping is only available while a promotion is active, as announced in our website header.

Do you ship internationally?

Not for New Era products. New Era orders ship within the US only.

Can I ship to a PO box?

Yes, but only with USPS. FedEx can't deliver to PO boxes, so choose a USPS shipping method at checkout. Free shipping promotions do not apply to PO box orders.

How is my hat packaged?

Every hat ships in a poly bag inside a 10x8x6 cardboard box. Our team wears gloves and masks throughout the packing process.

Returns, Sizing and Sale Items

What is your return policy?

We accept returns within 30 days of delivery. Once your return is approved, you have 7 business days to ship the item back. Eligible fitted hats must be new, unworn and have tags attached, in the original packaging. You'll receive a refund to your original payment method, or you can choose a one-time exchange or store credit. Full details are on our Returns and Refunds page.

• Return shipping is paid by the customer. If you'd like a return label, we can send one for $8, which is deducted from your refund. If we sent the wrong item or it arrived damaged, we cover the return shipping.
• Refunds take 4-72 business hours to reach your account, depending on your bank.
• Snapbacks, clothing, sale and promotional items, and pre-orders can't be returned.
• Only one return is allowed every 31 days, and returns are accepted on continental US orders only.

Which items are final sale?

No. These items are final sale and not eligible for return or refund: sale items (anything discounted from the regular price), items marked New Drops, Final Sale or Clearance, promotional items such as BOGO and B2G1, and pre-orders.

Can I exchange my hat?

Yes, one time only. Visit our Contact Us page to start the exchange, then ship the hat back. Once we receive and inspect it, we'll ship your new size or item, subject to availability. Any further change requires a return and a new order.

What if I received the wrong hat?

Visit our Contact Us page and send photos of the wrong item. We'll send a return label, and once we receive the hat you can choose either the right hat or a refund.

Why does the same size fit differently on different hats?

New Era makes hats in factories around the world, so the fit of the same size can vary slightly. Country of origin doesn't predict it: we've seen variations in hats made in China, Bangladesh, Haiti, Laos, Myanmar and the USA. If your hat doesn't fit, contact us about a return or exchange.

Order Problems

My tracking says delivered, but I never got my package.

First check around your home and with your neighbors. If you suspect theft, contact your local police. Neither the carrier (USPS or FedEx) nor we can be responsible for mail theft, and we can't offer a refund for orders shown as delivered. Some shipping services include insurance for lost packages, so contact us and we'll check whether yours does.

My package arrived damaged. What now?

Contact us as soon as possible. A carrier claim will be needed, and we'll guide you through the process and help with anything else you need.

Why was my order canceled?

Our Fraud Prevention Software cancels an order automatically when the information provided doesn't match your bank's records, or when it detects unusual activity such as trying several different credit cards. Pending payments from PayPal and other providers are also canceled without notice.

If you authorized the transaction with a valid card, we apologize for the inconvenience, and you're welcome to place your order again. For large or international orders, we recommend paying with PayPal.

We're a small family business, and credit card fraud is hurting us, so we've had to take stronger measures. Thank you for understanding.

Products and Authenticity

Are your hats authentic?

Yes. We're an official New Era partner, along with other brands such as Mitchell & Ness, Hardwood Classic and Magestic. Everything we sell, in our store and online, is authorized, genuine and new.

Why are some hats wool and others polyester?

New Era uses three main materials: wool, polyester and cotton. Quality is the same across all of them, though some colors may show a slight difference in tone. The material is listed in most product descriptions. If you don't see it, contact us.

Do you sell wholesale?

No. We only sell genuine, unaltered, new hats at retail prices, so we can't offer wholesale pricing.

Current Promotions

Promotions change often. The terms below apply only while a promotion is active.

• Cyber Monday Sale: discounts apply to 59FIFTY, 9FIFTY and 9FORTY styles.
• Black Friday Sale (BFS): applies only to headwear and cap carriers. It does not apply to the Drop of the Week collection.
• Buy 2 Get 1 Free: the free item is the lowest-priced one, and the discount appears automatically at checkout. It doesn't apply to every collection, so check your cart to see which items qualify.
• Free standard shipping: for orders from $95 up to $500, shipped within the continental US only (Virgin Islands excluded). Free shipping orders ship via USPS Ground Advantage, the most economical USPS service. Available only while the free shipping promotion is active, as announced in our website header. It can end at any time without notice.
• Sale and pre-order items are final sale.

Pre-Order Notice

• All pre-order sales are final. No cancellations, returns, refunds, exchanges, size changes, or order modifications after checkout.
• Double-check your size before paying. There's no rush, so take your time and make sure it's right.
• Pre-orders typically take about 3 months to arrive. If you'd rather not wait, we recommend choosing an in-stock item instead.
• Delays can happen. If a shipment is delayed, we can't offer cancellations or refunds.
• Order pre-order items separately. Please don't combine them with in-stock items. Any non-pre-order items in a pre-order will be canceled, so place in-stock orders on their own.

Need Help?

For help placing an order, or any other question or request, visit our Customer Support page. You can also request a written copy of our refund policy at any time.