What courier do you use for deliveries?

We use USPS and UPS for deliveries. Hat Rack reserves the right to use discretion in carrier services when it makes more sense to use an alternate method.

How long does it take for home delivery?

We currently offer 3 types of delivery service :standard delivery for mainland United States, expedited and next day service. Shipping charges will be adjusted based on the customer’s preference and added to the total price.

I placed an order on Friday for next day delivery, why did I not get it until Tuesday? 

Our cut off point is 4pm, Monday to Friday. Any order placed after 4pm will be processed through our dispatch system the next business day. A tracking number will be issued for all hats so that you can track your package. 

I haven’t received a dispatch email/email confirmation? 

Please be aware an automated email is sent to the given email address when your order is dispatched. Please check all folders including your junk as it will come from a noreply email address. To ensure emails reach you, add the domain www.hatrentals.com to your safe senders list.

Can I collect from a local store?

Unfortunately, we do not have a brick and mortar store front at the moment. 

Do you deliver on the weekend? 

If the courier offers weekend delivery during your expedited delivery time frame, a weekend delivery could be possible. 

Why can’t I select next day delivery? 

We can only offer next day on goods we have in stock at our dispatch depot.

Can I track my item?

Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number. We also ask for a mobile number so our courier can inform you of the status of your order.

Can someone else sign for my delivery?“

Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.

Do you deliver to PO Box addresses?

No. All of our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address.

Do I have to pay Customs & import charges if I live outside of the U.S.? 

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.

The customs department of my country have asked me for further information. What should I do? 

Each country has its own unique import procedures,which are subject to change. If you have an order held in customs then please contact our customer service team with your order number and tracking number, via email. We will do our very best to help resolve the matter as quickly as possible.

Payments 

Is it safe to order online?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.

Which credit cards do you accept?

We currently accept the following credit cards on www.hatrentals.com, in our retail stores and on telephone orders – Mastercard, VISA, American Express, Discover as well as PayPal.

What currencies can I use?

Currency for all orders on www.hatrentals.com is in U.S. dollars.

How do I apply a promotional code?

You can add a valid promotion code in the basket.

Can I use a different payment method?

Yes. You can use PayPal to pay for goods. We do not accept cheque or store cards.

When will my card be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.

Your Order

Where is my order? 

Most of our deliveries are sent via UPS and we will send you an automated email with the tracking number of your order. You can also find the tracking number on your order in My Account.

Where do I find the phone number for one of your branches?” 

The business number for Hat Rack is 702-635-5588.

How can I make a complaint?

In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. Please email lauren@hatrentals.com.

Is it possible to change the address/cancel or amend my order? 

Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please call us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.

Can I have an update on my order status?

You can get an update on your order status by checking your order in your My Account section. You will need to [sign in] to access this area.

I have a new email address, and I am unable to reset my password. How do I change my password? 

We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.

Refunds and Returns

How do I return an item?

Your hat will arrive in a specialty hat box with a prepaid shipping label ready for you to ship your item back. Simply drop the item off at your local UPS, Post Office or shipping store for return.

Can you confirm you have received my return?

We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.

We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Should you have any queries about your return, please feel free to contact our Customer Service team via email, or phone on 702-635-5588

How long will it be before I get a refund?

Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.

What do I do if I have received a damaged item? 

At Hat Rack we hope that you are happy with your purchases. We take great care in dispatching goods to the highest quality, however we know that sometimes things can go wrong and you will need to may need to return an item. Please follow the following procedure: We would require an image to be emailed to us providing all damage caused. Please email this to lauren@hatrentals.com. Make sure you include your reference number, a copy of your invoice and an image of the parcel you received it in. More information on Returns & Refunds

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.
Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs. All orders that are successfully fulfilled arrive with a pre-paid shipping label inside the box. That shipping is calculated in the original cost.

Why have you not refunded the original delivery charge?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

How do I make a complaint?

If you are not happy about any service we offer or you have a general comment, feel free to write to us at lauren@hatrentals.com.