All the Nana Hat FAQS for You.
Q. Can I customize my own Nana Hat?
A. You know, we love that idea and everyone at Nana Hats is working on a way you might be able to do just that. Pop your idea for your custom Nana Hat on our Contact Us page and the minute we know our plans we’ll be sure to let you know!
Q. Customer service isn't getting back to me - now what?
A. Oops! We’re sorry to hear that, our customer service support emails can sometimes fall into your spam or junk folder; be sure to add Nana Hats to your bookmarks and lists so you don't miss any of our emails. If you're still having trouble the quickest way to reach us is to send a DM on our TikTok, Instagram or Facebook pages.
Q. The Nana Hats I want are out of stock, any suggestions?
A. We do our very best to keep all our popular Nana Hats in stock, but sometimes those little bestsellers are tough to keep on hand - no worries though, just make sure you add your email to our “email me when back in stock” feature on any Nana Hat product page and we will notify you ASAP the minute those favorites are ready to purchase again.
Ordering & Shipping
Q. How long will it take for my order to arrive?
A. When you place an order from our shop, you can typically expect your items to ship within 3-5 business days. If you place multiple orders at the same time, our customer service staff will group them whenever possible.
Please note that if there ever happens to be a US shipping issue, carriers can take up to 7-10 days to fully process and deliver your order. We will provide tracking the moment your order has shipped from Nana Hats and you will receive an email notification with your tracking number.
Q. When will my tracking info be available?
A. All orders processed on this Nana Hats website will be processed within 3-5 days whenever possible; our customer service support is closed on weekends and all recognized US holidays however, so if your order comes in at that time we will process the following business day. All orders receive a real-time email notification as soon as your purchase has been paid and we follow up with all tracking notifications the minute your item(s) have left our warehouse. Want to see if your order has shipped? You can always login to your Nana Hats My Account and review the status of any order.
Q. I need to cancel my order - what can I do?
A: Our Nana Hats commitment to our customers is to make sure you're happy with everything you purchase from us so if you placed your order and you made a mistake, or you decided quickly you wanted to change your selection, you must email our customer service support no less than two (2) hours from the time of your purchase so that we can hurry to correct the problem. Any purchase that has been placed and we have not been notified within this time frame will be processed and shipped as ordered with no exceptions.
Q. Can I return my purchase?
A. If you find you have an issue with your recent Nana Hats order, we will review your request for a return, exchange or refund within (7) calendar days from the date of delivery. In the event your order arrives and you're not satisfied or the package is damaged please submit your issue with images to support your request and we will be in touch via email directly. For all details regarding returns, refunds or exchanges head to the Returns & Exchange page.
Q. I have questions regarding shipping and delivery; what do you offer?
A. For details relating to our shipping rates and zones please check out the information found on our Shipping Info page.
Q. What forms of payment do you accept?
A. We offer Shop Pay, Apple Pay, Google Pay checkouts and accept American Express, Visa, Mastercard, and Discover credit cards.
