Frequently Asked Questions
Find the answers to the most frequently asked questions we receiveCreation 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.
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 a customer support agent will create a custom invoice for you.
Once we receive your order, it will be processed as fast as possible :
Sample turnaround:
- Domestic -> 2-3 days*
- Oversea -> 2-3 weeks
Wholesale turnaround (after sample approval):
- Domestic -> 2-3 weeks*
- Oversea -> 5-6 weeks
For every new design submitted, we will wait for your approbation of the sample before the final production starts. If modifications are required during the sample reviewing process, each modification will take 2 to 3 days to process.
A rush service is available if you need to meet a short deadline and require a quicker turnaround. This service may not be available if the products you need are in back-order. Please contact us with your project details to verify if this service is available for you.
* 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
We always make a sample that you have to approve before the final production is completed for your order.
However, we need you to confirm your order to start the creation process.
Our online product designer let’s you generate a digital mock-up to give you a live preview of the final product.
In order to create that product, we have to convert your design into a format our machines can read. Then, we need to use an actual product and customize it with your design. The sample then needs to be cleaned before we take pictures from various angles for you to review. We will happily make modifications until you are satisfied with the result*.
Because this is a time-consuming process, we can only offer a real-life sample once a payment for your order has been received.
* : MODIFICATIONS CAN BE MADE ON THE SUBMITTED DESIGN ONLY. YOU CANNOT SUBMIT AN ENTIRELY NEW DESIGN FOR MODIFICATION. IF YOU HAVE DOUBTS ABOUT THE RESULTS YOUR DESIGN/LOGO WILL GIVE, PLEASE CONTACT US BEFORE YOU MAKE AN ORDER.
Our policy on partial-payments requires that the total for your order is equal to or higher than $5,000.00 Canadian Dollars before taxes.
If your order total is above this threshold, you can contact us with your order number to request a deposit authorization. All orders that do not meet this criteria must be paid in full before the production can start.
One of our agent will assist you through the process. Note that we only accept two payment methods for deposit:
- Credit Cards
- Direct bank deposit
We accept all major credit cards (Visa, Master Card, American Express) as well as Paypal. You can pay cash if you choose to come at the store.
We advise against sending us an e-check by Paypal as this usually takes longer to validate (4-5 business days).
Nationhats uses industry standard privacy protection. Our website is protected with SSL using Advanced Encryption Standard. We respect your privacy and don’t sell, lease or otherwise distribute any personal customer information.
We invite you to read our Privacy Policy for more detailed information.
After you place an order with us, our team will process it as fast as possible. If your order has been shipped, we will not be able to cancel your order and you will have to rely on our Return Policy. Cancellations are subject to a 15% cancellation fee for restocking.
For custom products, refunds processed after your order status changes to “Sample Production” are subject to a 75$ 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.
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.
Unfortunately, we do not ship to PO boxes.
Please find an alternative address to receive your shipment.
We use different carriers depending on the destination of the package. A tracking code will be provided to you in the “Order #xxxxx Shipment Confirmation” e-mail. Clicking on this link will redirect you to the appropriate carrier tracking information page. 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.
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$500.00
We are working to make free shipping more accessible as soon as possible.
Challenges
A race against poverty.
Our challenges have been created to add a fun and competitive dimension to our mission to fight again poverty, hunger, social inequalities, pollution and other society problems. Selling hats isn't the most exciting and adventurous activity you can think of, we're not sending rockets on the moon, right? But why not?
That's the philosophy behind our challenges. It's not because we're just selling hats that we have to be boring. For more information, discover all our challenges.
There are no minimum age to participate in our challenges. However, in certain case you will need to be at least the age of majority in your Country or State of residence to be able to receive your reward(s).
All contestants of a Nationhats Challenge are able to earn rewards for their participation. You need an active account registered with us to be able to receive your reward. The type of reward depends on the challenge and the participation meter: The more engaged people are in a challenge, the more exciting are the rewards.
More details about the rewards are available directly on the challenge page. You can also consult our active challenges here.
Emergency Relief Program, Fundraisers and Causes
The Nationhats Emergency Relief Campaigns are created by engaged users as well as our own staff.
Most of the time, we'll be aware of any major event rather quickly, but if you think we missed something, don't hesitate to submit a campaign.
When someone purchase a product from our website, our system looks at the donation amount that is tied to the product metadata and records the sale.
The total donation is always displayed below the product short-description and a copy of this information is added on every invoice we send. The minimum amount donated per sale is 1$ 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.
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.
