Orders
How do I know my order went through?
You'll get a confirmation email right after checkout. If it isn't in your inbox within a few minutes, check your spam folder, then contact us with your order details.
How do I track my order?
Tracking is emailed automatically as soon as your order leaves the warehouse, and you can see order status and tracking any time under My Account.
Can I change or cancel my order?
Contact us as soon as possible with your order number. We can usually make changes before the order ships, but once it's out the door we can't stop it — you'd need to use our returns process.
Is my payment information safe?
Yes. Stripe handles the whole payment on their own secure checkout, so your card number never actually touches our site. We only receive confirmation that the payment went through.
Do you charge sales tax?
Tax is calculated at checkout for supported regions, based on the address you're shipping to.
Do you do bulk, team, or custom orders?
[CONFIRM — not answered on the current site. If yes, note minimum quantity and turnaround.] Get in touch and tell us what you have in mind.
Shipping
How fast do orders ship?
We get orders out within two business days from our US warehouse, and most land within a week — typically 3–7 business days after dispatch. Full detail on the Shipping page.
How much is shipping?
$8 flat for standard US shipping, and free on orders over $100. See Shipping.
Where's my tracking number?
Tracking is emailed the moment your order is dispatched, and it's also under My Account. If it's been more than two business days with no tracking email, check your spam folder and then contact us.
Do you ship internationally?
Not yet — we ship within the US only at this time.
My package says delivered but I don't have it.
Check with neighbors and around the property first — carriers sometimes mark packages early. If it doesn't turn up, contact us with your order number. [CONFIRM — the current site does not state a lost/stolen package policy.]
Returns & Exchanges
What's your return policy?
You've got 30 days. As long as it's unworn, unwashed, and still has the tags, send it back. Full terms on the Returns page.
How do I start a return or exchange?
Use the contact form with your order number and tell us what you'd like to do. We'll send you a prepaid US return label.
Who pays return shipping?
We do. US returns come with a prepaid label, so there's nothing to pay to send it back.
How do exchanges work?
The fastest way is to return what you have and place a new order. If you'd rather swap sizes, reply to your order confirmation email and we'll hold the size you want if we have the inventory.
My hat arrived damaged or defective.
Our mistake, our cost. Contact us within 7 days of delivery with your order number and a photo, and we'll replace it or refund you immediately — no need to ship anything back.
When will I get my refund?
Refunds are issued to the original payment method within 5–10 business days of us receiving the return. Your bank may take a few extra days to post it.
Fit & Care
How does sizing run?
True to size, cut a little roomier than a slim fashion fit. Every product page lists its measurements. If you're between sizes, size up — these are designed for movement.
What sizes do your hats come in?
The Ace High Trucker is one size (22–23½″) with a snapback closure that adjusts to fit most. The Rambler Rancher Hat comes in S (21⅝–22″), M (22–22⅜″), L (22¾–23⅛″) and OS (22–23½″, adjustable).
How do I measure my head?
Measure around your head just above the ears and eyebrows. Snapback styles adjust to fit most.
What styles do you make?
A five-panel trucker and a wool felt rancher, in rotating colorways. Browse them under All Hats.
How should I clean my hat?
[CONFIRM CARE INSTRUCTIONS — the current site does not publish them, and wool felt and trucker caps need different care.]
Will a sold-out hat come back?
Core styles are restocked regularly, but limited runs sell out permanently. If you're after a sold-out size, contact us and we'll let you know what's coming.
Where are your hats made?
Every order is hand packaged and shipped in the USA by our own team. [CONFIRM MANUFACTURING — the current site states packaging and shipping only, not where the hats themselves are made.]
Rusty Ace Club
What is the Rusty Ace Club?
A membership at $30/month, or $25/month on the 6-month plan: an exclusive hat every month, 10–20% off every website order, early access to new drops, a bonus gift in every box, monthly giveaways, and a collectible Ace Card each time. See the full breakdown.
What are the Ace Cards for?
Every hat comes with one, and it tells the story and inspiration behind the design. Collect six and you'll design your own 1-of-1 Rusty Ace hat on a call with our team — shipped free.
When does my box ship?
Boxes ship monthly once you join.
Can I cancel my membership?
Month-to-month memberships can be canceled anytime. Six-month memberships run through their term and simply don't renew if you cancel.
Can I pick which hat I get?
The monthly hat is a member-only design chosen by us, though members get a vote on upcoming designs. The hat you unlock with six Ace Cards is one you design yourself, with our team.
Do I get anything for referring friends?
Refer three friends who join the Club and your next month is free — every time.
Ask us anything.
We read everything and answer within two business days.