General Return Policy for New Era Cap Co., Inc. ("New Era")
New Era stands behind the quality of our products and we want you to love every purchase. Within 30 days, if you are unhappy with any product for any reason, we will gladly issue a refund back to the original method of payment. All returned items must be unworn, unwashed, and in new condition to be eligible for a refund. Refunds beyond 30 days will not be accepted. See the details below for more information.
To return a product for any of the reasons below, please follow our self-service option online (instructions below). Failure to create a return online or through our Customer Care center will result in extended processing times of 3-4 weeks.
? I dislike the product
? I ordered the wrong size
? Does not fit as expected
? I received the wrong item
Create a Return
From our site, scroll to the bottom of any page and click “Check Order” in the footer. Or, navigate to your “Order History” page from the My Account menu.
? Enter the requested information or sign-in, if applicable
? Click on “Create a Return”
? Choose the items you wish to return and the reason.
? Print your prepaid return label and packing slip.
? Include your return packing slip with the items to be sent back. Failure to include a packing slip will result in delayed processing of your refund.
Send it Back
To expedite your return, we encourage you to use our prepaid label, however, you can also send back your return using any trackable shipping method you choose. Contact our Customer Care for address information. If you use our label, a $7.99 processing fee will be deducted from your refund total.
Place the shipping label on the return packaging and ensure that all original labels are covered on the box and only the return label is visible. Drop-off your package at any UPS location. A list of locations is available at UPS.com. Multiple returns from the same order may result in multiple processing fees.
More on our Full Return Policy
Exceptions to this Policy
Our return policy does not apply to all items. Exceptions may include: Clearance Items, Personalized Items, Special Order Products, Memorabilia, Trading Cards, Autographed Collectibles, Intimate Apparel and any other product noted on our website as final sale. For assistance with a return of these items, please contact our Customer Care Team.
Quality Issues or Defects
If you believe there is a quality issue or defect with any of the New Era products you ordered from us, we may be able to send you a replacement. Share a few photos with our Customer Care team and we will do our best. Defects are handled on a case-by-case basis, outside of this return policy.
New Era does not offer refunds on product purchased through a third-party retailer. If you purchased New Era merchandise through a third-party, please contact that retailer for information on their return policy.
Original Payment Methods
Refunds to the original form of payment will be processed regardless of current bank/credit card account status. If your account is closed or in dispute, please contact your financial institution for information on how these funds will be processed. All credit is issued in USD and may be subject to current exchange rates with your financial institution. New Era is not responsible for any fees assessed by your bank or refund amount discrepancies due to varying exchange rates. Please allow 4 business days from the receipt of your return at our distribution center for a credit to be issued.
Shipping and Handling Fees
Shipping and handling fees, including those to ship items back, are non-refundable. On a case-by-case basis, we will issue a credit for reasonable and customary freight charges if the returned item is defective or incorrect. New Era reserves the right to deny refund of any shipping costs paid on the original order.
Tracking your Return
Return tracking information serves as a receipt of your return and must be maintained by the consumer. New Era reserves the right to deny refund for any returns lost in transit without proper tracking information. Return packages sent to an incorrect address, without a trackable shipping service, or sent Cash on Delivery (COD) will not be processed for refund or returned to you.
We’re Here to Help!
If you are unsure whether your purchase falls under our return policy, or if you need assistance to initiate a return, please contact our Customer Care team at 866.700.4150 or go to?http://www.kwmedley.com/contactus.
New Era reserves the right to change our return policy and practices over time. To the extent that our policy changes in a material way, the policy that was in place at the time that you made your purchase will generally govern that transaction.