Frequently Asked Questions (FAQ)
✈️ SHIPPING & DELIVERY
Q1: Which countries do you ship to?
A: We currently ship exclusively to the following countries: United States, United Kingdom, Canada, Australia, Germany, and Mexico.
Q2: How much does shipping cost?
A: Shipping costs are determined by your order value and chosen shipping method:
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Standard Shipping: FREE for orders of $89.00 USD and over. A flat fee of $9.99 USD applies to orders under $89.00 USD.
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Express Shipping: $9.99 USD for orders of $89.00 USD and over. A fee of $15.99 USD applies to orders from $0.00 to $89.00 USD.
Q3: What is your order cut-off time?
A: Our daily order cut-off time is 5:00 PM (HKT - Hong Kong Time). Orders placed before 5:00 PM will begin processing the same business day, while orders placed after this time will be handled on the following business day.
Q4: How long will it take to process and ship my order?
A: Total estimated delivery time is divided into two phases (Monday to Friday, excluding weekends/holidays):
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Handling Time: 3 - 5 business days (includes order verification, quality inspection, and protective packaging).
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Transit Time:
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Standard Shipping: 7 - 15 business days.
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Express Shipping: 5 - 8 business days.
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Total Estimated Delivery Window: 10 - 20 business days for Standard Shipping; 8 - 13 business days for Express Shipping.
💳 PAYMENT & TAXES
Q5: What payment methods do you accept?
A: We support secure transactions through PayPal as well as all major credit/debit cards, including Visa, Mastercard, American Express, and Discover.
For your convenience and security, our payment processing is powered by PayPal. When you choose to pay via credit or debit card, you will be redirected to a secure PayPal payment page to complete your transaction. Please note that you do not necessarily need a PayPal account to pay with a credit or debit card; you may proceed as a guest through the PayPal gateway.
Q6: Will I be charged hidden fees or unexpected taxes upon checkout or delivery?
A: Absolutely not. All prices displayed on our website are fully inclusive of sales tax, VAT, and customs duties. Outhats does not charge any hidden handling fees or payment processing fees. The final total shown at checkout is the exact amount you will pay.
Q7: Is my payment information secure on your website?
A: Yes, your security is our priority. Our store is hosted on Shopify, utilizing advanced SSL (Secure Sockets Layer) encryption technology to protect your data during checkout. Your credit card details are processed directly by certified payment gateways; Outhats never stores or has access to your full payment information.
📦 RETURNS & REFUNDS
Q8: What is your return policy window?
A: We offer a 30-day return policy. You have exactly 30 days from the date you receive your package to request a return.
Q9: What are the conditions for a return?
A: To qualify for a return and full refund, items must be unworn, unused, unwashed, in their original packaging, and in the exact same condition that you received them, with all original tags attached.
Q10: Who pays for the return shipping fees?
A: It depends on the nature of the return:
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Product Issues (Defective/Damaged/Incorrect Item): Outhats will cover or reimburse all return shipping costs. Upon verification, we will refund both your product price and return shipping fees.
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Personal Reasons (Change of mind/Wrong size or style selected): The customer is responsible for paying the return shipping costs.
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No Restocking Fees: We do not charge any restocking or administrative fees for any processed returns.
Q11: How do I start a return?
A: Please email our support team at support@outhats.com with your Order Number and the specific reason for return. Once approved, we will issue a Return Merchandise Authorization (RMA) number and detailed shipping instructions. Please do not ship items back without an authorized RMA.
Q12: How long does it take to receive my refund?
A: Once your returned package is received and inspected by our quality control team, approved refunds are calculated and processed within 7 business days. The funds will be automatically credited back to your original payment method.
📞 CUSTOMER SERVICE
Q13: How can I contact your customer support team?
A: We are always happy to help! You can reach us through our official business channels:
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Email: support@outhats.com
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Phone: +86 13242019890
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Business Address: Room 1101, Tower D, Huanzhi Center, 3639 Longhua Avenue, Jingxin Community, Longhua Street, Longhua District, Shenzhen, Guangdong, China, 518109
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Business Hours: Monday to Friday, 10:00 AM - 5:00 PM (HKT - Hong Kong Time)
