Frequently Asked Questions

Your question has probably already been asked by someone else, we add the answers here on a regular basis.

Creation Process

We are working to offer a design service very soon for a minimal fee.

This service is not currently available.

Currently, our product designer works with png, jpeg and svg images. But each format is handled differently :

  • PNG: This is the preferred file format as PNG files support transparency.
  • JPEG: No colorization is possible because jpeg does not support transparency. Applying a solid color to it, would convert the image in a rectangular color layer. We can remove the background for you during production.
  • SVG: Every path in the SVG image gets an own colorpicker automatically. You are not able to set a predefined color palette or disable colorization.

Your logo / design is in a different format? Don’t worry, we can convert it for you free of charge.

If you have a different image format (AI,EPS,PSD,PDF,etc.), upload it to a cloud service like Dropbox or Google Drive and send us a link to download your logo/design. We will send you back the converted file to use with our product designer.

The minimum image resolution we accept is 500px by 500px. However, we do recommend a minimum width/height of 1000px.

The maximum image resolution we accept is 8000px by 8000px.

Your file size should not exceed 10mb while using our product designer.

If you want to send us bigger files, you can use a cloud service like Dropbox or Google Drive and send us a link via one of our customer support line.

You can mix different colors and even different models in your order and still take advantage of our volume discounts as long as you keep the same design on all products.

If you want to customize the same model with different colors

You can simply add the total quantity you need to your cart and indicate in the “Order notes” the quantities for each color.

For example, let’s say you want 100x Classic Snapback model NH610 but you want 25x Red, 25x Black, 25x Navy and 25x Heather Grey. You have to add 100x Classic Snapback to your cart and in the section”Order notes” you would write something along the line of “25x Red, 25x Black, 25x Navy and 25x Heather Grey”.

It’s also possible to change the color of the embroidery thread since this does not involve a surcharge (i.e : Black logo on white caps, White logo on black caps, etc).

You will find this section on the Checkout page :

If you want to customize different models with the same design

Due to technical limitations, it isn’t currently possible to configure orders with different models directly on your own and still take advantage of volume discounts. Contact us and our staff member will create a custom invoice for you.

Once we receive your order, it will be processed as fast as possible :

  • Sample turnaround (domestic) : 2-4 days*
  • Sample turnaround (oversea) : 2-3 weeks
  • Bulk production (domestic) : 2-3 weeks
  • Bulk production (oversea) : 4-5 weeks

Note that if it’s the first time we’re creating a design, we will wait for your approval before starting the final production. If modifications are required, each modification will take 2 to 4 days to process.

 

* Business days are from Monday to Friday

The option to have your own custom brand label is only available with the official Nationhats caps. Unfortunately, this option is not available with other brands like Flexfit, New Era, Sportsman, etc.

Note that the hats need to be made from scratch and there is a minimum order quantity of 50 pcs. We’re still working on making this option available on our website. In the meantime, you will need to contact us to access this option.

Order Information

All our products are shipped with UPS. We provide a tracking code that is sent to you in the order confirmation e-mail. If you can’t find this e-mail, you can always go to your account page to view your order history. You will then find the tracking code on the order page.

We accept all major credit cards (Visa, Master Card, American Express) as well as Paypal. You can pay cash if you choose to come at the store.

We advise against sending us an e-check by Paypal as this usually takes longer to validate (4-5 business days).

Nationhats uses industry standard privacy protection. Our website is protected with SSL using Advanced Encryption Standard. We respect your privacy and don’t sell, lease or otherwise distribute any personal customer information.

We invite you to read our Privacy Policy for more detailed information.

After you place an order with us, our team will process it as fast as possible. If your order has been shipped, we will not be able to cancel your order and you will have to rely on our Return Policy. Cancellations are subject to a 15% cancellation fee for restocking.

For custom products, refunds processed after your order status changes to “Sample Production” are subject to a 75$ digitizing fee. Note that once you approve your sample and your order status changes to “In Production“, we won’t be able to refund your order and you will have to rely on our Return Policy.

You’re impatiently waiting for your hat, it finally arrives, you open your Nationhats box and… Something’s wrong! You don’t like your hat. Don’t panic! Here’s what you can do :

If we made a mistake, we will send you a replacement or store credit of the same value as the ordered product(s)

If you made a mistake with your order, contact us and we will see what we can reasonably do to help you get the hat you want.

Challenges

A race against poverty.

Our challenges have been created to add a fun and competitive dimension to our mission to fight again poverty, hunger, social inequalities, pollution and other society problems. Selling hats isn’t the most exciting and adventurous activity you can think of, we’re not sending rockets on the moon, right? But why not?

That’s the philosophy behind our challenges. It’s not because we’re just selling hats that we have to be boring. For more information, discover all our challenges.

There are no minimum age to participate in our challenges. However, in certain case you will need to be at least the age of majority in your Country or State of residence to be able to receive your reward(s).

All contestants of a Nationhats Challenge are able to earn rewards for their participation. You need an active account registered with us to be able to receive your reward. The type of reward depends on the challenge and the participation meter: The more engaged people are in a challenge, the more exciting are the rewards.

More details  about the rewards are available directly on the challenge page. You can also consult our active challenges here.

Appeals

The Nationhats Emergency Relief Campaigns are created by engaged users as well as our own staff.

Most of the time, we’ll be aware of any major event rather quickly, but if you think we missed something, don’t hesitate to submit a campaign.

When someone purchase a product from our website, our system looks at the donation amount that is tied to the product metadata and records the sale.

The total donation is always displayed below the product short-description and a copy of this information is added on every invoice we send. The minimum amount donated per sale is 1$ but some product can give back as much as 50$!

Transactions made in person are also recorded and the total donation amount is added to online donations at the end of each month.

Donations are given to one or more charities depending on the total amount of donations. If donations were collected in the event of an emergency relief campaign, 100% of the donations will be for the benefits of the people concerned by the campaign.

We always encourage transparency and require charities to provide us with all the details necessary to measure our impact on this world. We then pass this information to you so that you know you are making a difference.

Our primary goals are to fight against poverty, hunger, pollution and social inequalities. Hence, we chose charities based on these criteria to give back the donations amassed.

We have approached various renowned charities so far but have not settled an agreement with any of them. Currently, we’re looking at the One Percent For The Planet organization.

We’ve also contacted Oxfam International but they have proven to be difficult to work with. Our concern is to have full transparency on how the donations are used. The Nationhats platform track every sales and we keep a record of the total amount of donations collected so far.

When we’ll reach a satisfying amount of donation, we’re sure organizations will make it easier for us to work with them. If you have any questions, don’t hesitate to contact us.

Everyone can  submit a campaign with us to support a cause or geographic location affected by a natural or man-made disaster.

Once your campaign is submitted, our staff will review the details and contact you back if necessary. You are welcome to attach a design to your submission if you have a specific idea in mind. Otherwise, our team of designer will create 1 to 3 designs to support your campaign.

We reserve the right to refuse your design if we don’t find it appealing enough but we will always do our best to get your campaign rolling if it’s meaningful and is in sync with our core values.

Shipping & Delivery

As long as you have a valid address, we can send your products. If you have some doubts, just send us a message and we will confirm with you we are able to serve your area.

Ready-made products

Most of our products are made by the order and we only maintain a small stock at our manufacture. In general, you have to allow at least 2 to 4 business days for us to create and ship the product. If the product is available, it is shipped within 24 hours.

Custom products

Our custom hats and caps are only shipped after the creation process has completed. As soon as your hats have been processed by our quality control team and prepared for shipping, you will receive a notification along with a tracking number, unless you have chosen “Local Pickup” as your delivery method.

To know more about the time it takes for the creation process to complete, refer to the section Creation Process.

Note that these information are for indicative purposes only and some factors outside of our control could increase the delivery time.

The exact shipping time will vary depending on your geographic location and the type of delivery you choose. Shipping charges include packaging, handling and postage. The delivery time depends on the carrier options :

USA & Canada :

  • Regular : 5-10 business days
  • Expedited : 3-4 business days
  • Rush : 1-2 business days

International :

  • Regular : 7-15 business days
  • Expedited : 4-5 business days
  • Rush : 3-4 business days

Unlike many clothing products and accessories, hats and caps occupy a certain volume and cannot be shipped in a soft bag. Because headwear products almost always need to be shipped in a hard box to protect them from any damage that could occur during transportation, shipping can be expensive, especially for international customers.

Currently, free shipping is only available in Canada and USA :

  • Canada (Ontario, Quebec) – Free shipping on all order over CA$300.00
  • Canada (all other provinces) – Free shipping on all order over CA$500.00
  • USA – Free shipping on all order over CA$500.00

We are working to make free shipping more accessible as soon as possible.

Couldn’t find the answer you were looking for? Our team of professionals are here to answer your questions. Contact us using our live chat system or send your comments via our contact form and we will get back to you as soon as possible.