Shipping Policy

We ship with USPS / UPS. The service that appears at checkout depends on your address and what's in your cart.

Tracking goes live within 24 hours of the label being created. Until the carrier physically scans the package, tracking may show "label created" with no movement — that's normal and doesn't mean anything is wrong.

We ship to the address you enter at checkout, exactly as you enter it. Double-check the apartment number and ZIP before you place the order — that's the single most common reason a package goes missing.

If you catch a mistake, email thecapcartell@gmail.com immediately with your order number. If the order hasn't shipped we'll fix it. Once a label is created we can't reroute it, and a package delivered to the address you entered isn't eligible for a refund or replacement.

Packages returned to us as undeliverable are refunded minus original shipping, or reshipped once you cover the new postage.

Once the carrier accepts a package, it's in the carrier's hands. We can't control weather, sorting facility backups, or holiday volume, and delays caused by the carrier aren't grounds for a refund.

Tracking says delivered, but the package isn't there. Check with everyone in your household and your neighbors first — carriers often leave packages next door or behind a gate. If it's still missing, contact the carrier to open a claim. We can't refund or replace a package the carrier has confirmed as delivered, but we'll send you the tracking record and proof of shipment you need to file.

Tracking hasn't moved in more than 10 business days. Email us. We'll file the carrier claim ourselves, and once it's resolved we'll replace your hat or refund you in full.

The package arrived damaged. That's covered — photograph the box and the hat and email us within 7 days. See the refund policy for how those claims work.

Pickup. Choose local pickup at checkout and we'll email you when your order is ready — usually within 2 hours during business hours (Mon–Fri, 10am–6pm CT). Bring your order confirmation and a photo ID. Pickup location: 825 Royalty Ave, Odessa, TX 79761.

Orders not picked up within 14 days are refunded in full and the hat goes back into inventory.

We currently ship within the United States only. If you're outside the US and want a specific piece, message us on Instagram — we'll quote you directly and arrange it case by case.

When international shipping opens up, duties and import taxes will be the buyer's responsibility, collected by the carrier on delivery. We'll update this page before that changes.