Understanding the New Era return policy is essential before you buy that cap you’ve been eyeing. Whether it’s a fitted, snapback, or 9FORTY, knowing the rules saves you time and hassle. This guide breaks down everything you need to know in simple terms. We’ll cover how to return items, what’s eligible, and tips for a smooth process. Let’s get started.
New Era Return Policy
The core New Era return policy is designed to be straightforward. They want you to be happy with your purchase. Most items can be returned within 30 days of delivery, as long as they are in new, unworn condition with all original tags and packaging. This is a standard window that gives you plenty of time to decide if the product is right for you.
It’s important to note that the policy applies primarily to purchases made directly from New Era’s official website or their physical brand stores. If you bought your cap from a third-party retailer like Lids, Fanatics, or a local sports shop, you’ll need to follow that store’s specific return guidelines. Always check your receipt for the correct return information.
What Items Are Eligible for Return?
Not everything can be sent back. Here’s a quick list of what typically qualifies:
- Hats (fitted, adjustable, snapbacks) with original tags still attached.
- Apparel like t-shirts, hoodies, and jackets with tags intact.
- Accessories such as socks or bags in original, unopened packaging.
- Items that are defective or have a manufacturing flaw.
What Items Are NOT Eligible for Return?
To avoid disappointment, know these common exceptions:
- Any product that has been worn, washed, or altered.
- Items with removed or missing tags and labels.
- Personalized or custom-made products (like hats with specific team customizations not offered standard).
- Items purchased during final sale or clearance events, unless defective.
- Gift cards, as they are considered final sale.
The Step-by-Step Return Process
If your item is eligible, follow these steps to initiate a return.
Step 1: Gather Your Items and Information
You will need your original order number and the email address used for the purchase. Have the item ready with all tags and packaging. Without the order number, the process can be significantly delayed, so find that confirmation email first.
Step 2: Initiate the Return Online
Go to the New Era website and find the “Returns & Exchanges” section, usually in the footer or under “Customer Service.” You’ll enter your order number and email to start. The system will guide you through selecting the items you wish to return and choosing a reason. This step generates your return authorization and shipping label.
Step 3: Package the Item Securely
Place the item securely in its original packaging, if possible. Then, put it in a shipping box. Attach the provided return label clearly on the outside. It’s a good idea to remove or cover any old labels. For fitted hats, using the original plastic form or stuffing the crown with paper helps maintain its shape during transit.
Step 4: Ship the Package
Drop off your packaged return at the designated carrier (like UPS or USPS). Always get a drop-off receipt for your records. This is your proof that you shipped the item on time. Without it, you may not be able to prove you made the return if the package gets lost.
Step 5: Track Your Refund
Once New Era receives and inspects your return, they will process your refund. This usually takes 5-10 business days after arrival. The refund will go back to your original payment method. Note that shipping costs are often non-refundable, unless the return is due to a company error.
Understanding Exchanges
If you need a different size or color, an exchange is often the best route. The process is similar to a return. You can start an exchange through the online portal. In many cases, they recommend placing a new order for the desired item and returning the original one separately to get the correct product faster. This avoids being without a hat while waiting for the exchange to process.
Returning a Defective or Incorrect Item
If you receive a damaged hat or the wrong item entirely, contact New Era customer service immediately. Do not use the standard return portal first. They will often provide expedited service, a prepaid label, and instructions to correct the mistake quickly. Taking photos of the defect or the incorrect item alongside the packing slip is very helpful for their team.
International Returns
Return policies for international orders can vary. Typically, you are responsible for any return shipping costs and customs duties. The return window might also be different. Always review the international policy details on the New Era website for your specific country before initiating a return, as the process can be more complex and take longer.
Tips for a Successful Return
A few simple practices can make your return go smoothly.
- Keep the original product tags on until you are sure you’re keeping the item.
- Try on hats carefully over a clean surface to avoid any scuffs or marks.
- Save all packaging and receipts until the return window closes.
- Initiate returns well before the 30-day deadline to account for processing and shipping time.
- Double-check the return address on your label before shipping.
New Era Warranty Information
New Era products are crafted for durability, but they do not offer a standard long-term warranty beyond their return policy. Their commitment is to quality at the point of sale. If a product fails under normal use shortly after purchase, that would be covered under the 30-day return policy for defective items. For issues arising long after purchase, customer service may still offer assistance on a case-by-case basis, but it’s not guaranteed.
Gift Returns and Refunds
Returning a gift follows a similar process but with a few key differences. You will need the gift receipt, which is usually provided by the purchaser. The refund will typically be issued in the form of store credit to a New Era e-gift card. Without a gift receipt, returns are generally not accepted unless you can provide the original order number from the person who bought the gift.
Store Credit vs. Original Payment
Most standard returns will refund your original payment method. However, in some cases, such as gift returns or after a prolonged processing time, you might be offered store credit. This is usually an electronic gift card sent via email. Store credit often does not expire, giving you flexibility for a future purchase. Be sure to ask which method will be used if your prefer one over the other.
How to Contact Customer Service
If you have questions not covered online, reaching out is easy. The best method is through the contact form on their website’s help center. You can also find limited phone support options listed there. Having your order number ready will speed up the process. Response times can vary, especially during peak seasons like holidays or after major sports league launches.
Frequently Asked Questions (FAQ)
How long does it take to get a refund from New Era?
After New Era receives your return, it takes about 5-10 business days for them to process the refund. The time it then takes for the funds to appear back on your credit card or PayPal account depends on your financial institution, usually an additional 3-5 business days.
Can I return a hat I bought at a New Era store to the website?
No, typically you cannot. Purchases made at physical New Era brand stores must be returned to a store location. Online purchases must be returned by mail. The systems are usually separate, so always return to the original point of purchase for the fastest service.
What if I lost my receipt or order number?
Your order number is crucial. If you lost the email, check your account on the New Era website under “Order History.” If you checked out as a guest, try searching your email for “New Era” or the charge on your bank statement. Without the order number, you may need to contact customer service with as many details as possible, but a return is not guaranteed.
Are New Era 59FIFTY hats returnable?
Yes, New Era 59FIFTY fitted hats are returnable under the standard policy. They must be in new, unworn condition with the original size sticker still on the brim. The cardboard insert and plastic form should also be intact. Any signs of wear or removal of the size sticker will likely make the hat non-returnable.
Does New Era offer free return shipping?
New Era does not typically offer free return shipping for standard change-of-mind returns. The cost of return shipping is deducted from your refund. However, if the return is due to their error (wrong or defective item), they will usually provide a prepaid return label at no cost to you.
What is the policy on returning sale items?
Items marked as “Final Sale” or “Clearance” are usually not eligible for return or exchange, unless they arrive defective. Always read the product description carefully before buying sale items, as all sales are often final for these deeply discounted products.
Can I return a customized New Era cap?
No, customized or personalized caps are generally final sale. This includes any item where you have selected specific team details, added a name, or chosen unique colors not part of a standard offering. Because these are made to your specification, they cannot be resold and are not eligible for returns.
Final Thoughts on Navigating Returns
The New Era return policy is clear and consumer-friendly when you understand the requirements. The key is to act within 30 days and keep the item in its original, unworn state. Always double-check the policy on the official website, as details can occasionally be updated. By following the steps outlined, you can shop for your favorite caps with confidence, knowing the return process is manageable if you need it. Remember, keeping your proof of purchase and tags attached is the simplest way to ensure a hassle-free experience.