Customer Service & Support
We're hands-on not only with crafting our products but also with our customer service. Every email you send is personally answered by us. So if you need a hand, don't hesitate to reach out.
Click on the chat widget on the bottom right of the page to get started.
FAQ
Where are your products made?
All of our hats are finished by Byward Outfitters in our Ottawa, Ontario workshop.
We've sourced what we think is the best quality Yupoong trucker hat which is made overseas in Bangladesh and Vietnam. Our patches are designed, heat stamped, cut and applied to the hat in house. They are made from high quality full grain leather sourced one of the oldest tanneries in the USA, S.B Foot.
When will my order ship?
We work hard to ship all of our in-stock items within 1-3 days of ordering.
How will you ship my order?
All of our orders ship from our workshop in Ottawa, Canada. We ship using Canada Post & USPS. All packages are insured against loss, theft and damage.
How long will my order take to arrive?
We'll do our best to give you an accurate estimate at checkout. Most packages sent to the USA arrive within 4-6 calendar days. For our Canadian customers, transit time varies depending on where you are, arriving as quickly as next day for Ottawa, Toronto, Montreal.All of our packages to Canada & the US include tracking - you will get a tracking number when your order ships.
What if my package is lost or damaged in transit?
- If your order has not arrived within the expected timeframe, please start by checking the tracking info for any recent updates that may explain whats's going on. If no status updates are available then send us an email at hello@bywardoutfitters.com and we'll be happy to help figure it out!
- If your items arrive damaged, reach out to hello@bywardoutfitters.com right away and please include a description of the damage as well as photos of the damaged packaging and items. We'll replace any items which were damaged during shipping.
- If your item is marked as delivered but you can't find it, please get in touch with us and we will confirm the address and open an investigation with the carrier.
I made a mistake on my order - what should I do?
Reach out to us as quickly as you can! Use the contact form on our website or send us an email at hello@bywardoutfitters.com. As long as we haven't shipped your order yet we'll be able to fix it and make sure it's right. Once your order has shipped we aren't able to call it back but we can work with you to exchange it once it arrives.
Will there be duties or taxes due on arrival?
Orders to USA:
There are no duties or taxes on orders below $800.
Orders to Canada:
Items are made and shipped from Canada, so there are no duties. Any applicable taxes will be applied at checkout.
What is your return policy?
We want you to love your purchase! If for any reason you don't, contact us within 30 days of receiving it and we will provide instructions to return your item for a refund or exchange.