FAQ's
General
Can I order blank New Era Caps to brand with my logo?
Unfortunately, we do not supply blank headwear, apparel and/or accessories for third party design and/or embroidery/printing. In addition to this, we also don't provide any custom design and manufacturing of caps for external businesses. However here at New Era Cap Australia, we recommend simply enjoying the official league headwear we offer across many teams within the MLB, AFL, NBA, and NFL plus our exclusive collaborations including; caps, beanies, accessories, and apparel.
I’ve lost the Visor Sticker on my cap, can I get another one?
Our Visor Stickers are part of the branding that tells everyone you’re wearing a genuine, authentic New Era cap and are fixed to the cap’s peak during the manufacturing process. We do not have spare stickers and are unable to supply stickers if yours has been removed.
What if the product I want is out of stock?
We release hundreds of new caps every year to stay at the cutting-edge of fashion trends. This means many of our products are only available while stocks last so if you see something you love best grab it right away. You are welcome to get in touch with our helpful customer support team to check if any of our retail supplier may have what you are looking for.
How do I clean my cap?
Follow our easy, step-by-step guide on cleaning your favourite hat or cap here.
Help, I'm having trouble accessing your website.
The first thing we recommend is to delete your cookies. On most internet browsers you can do this in the 'Tools' or 'History' menus. Once you've cleared your cookies, close your browser, reopen it and visit our website again. This usually does the trick, however if you're still having problems please email our customer support team on CS.Australia@neweracap.com.
Be sure to include as much detail as you can about the issue and we’ll get onto it. Please include:
- Screenshots of the error
- Which web browser you're using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.
- What you've done so far to try to resolve it
We also recommend using the following supported browsers for the best shopping experience; Internet Explorer, Chrome, Safari or Firefox.
Account Questions
Do I need an account to place an order?
You don't need an account to place an order. Simply checkout as a guest and enter your details when prompted. Having an account can be great if you want to save your favourite items or return any items in the future
Payment
Which payment methods does New Era Australia accept?
We accept Visa, MasterCard, American Express, Apple Pay, Google Pay, PayPal and Afterpay.
Delivery
Do you offer same day or express delivery?
Not yet, but we’re working on it. Subscribe to our email to be the first to know when this launches.
Do you ship to post office boxes and freight forwarders?
Sorry we do not ship to post office boxes or freight forwarders.
Returns
Customer Support CS.Australia@neweracap.com (Available 9am to 5pm AEST Monday to Friday)
Do you accept returns from your stockists?
We don’t accept returns from our stockists. If you have made a purchase from one of our stockists, please contact them directly to arrange a return.
Exchanges
How do I exchange an item?
We can’t guarantee that item you wish to receive will be available. Instead we recommend you simply return the item you wish to exchange, and place a new order for the replacement item on our website to be sure that we have it in stock.
Social Responsibility
Environmental policy
At New Era we are committed to minimising our environmental impact. Our commitment to the environment starts with our corporate Environmental Policy, in which every employee takes responsibility for reducing impact to the environment.
When it comes to manufacturing we’re constantly looking for ways to minimise our footprint. We’ve engineered our cutting process to reduce waste, overhauled lighting systems to conserve electricity, and made the shift to green cleaning products. We’ve implemented Energy Management Systems to control electrical energy consumption and whenever possible, we try to buy from local suppliers to reduce transportation emissions.
Supply chain responsibility
We only work with suppliers that meet internationally recognised labour and human rights standards. We have spent many years building strong relationships with these suppliers to ensure they meet the various standards including international principles aimed at preventing trafficking and slavery, and all forms of forced labor. We only select suppliers that share our commitment to ethical practices, labour standards, and environmental responsibility.
Our global Social Compliance Program presents our commitment to responsible sourcing through education, risk assessment, strong partnerships with our suppliers, industry collaboration, promoting best practices, and stakeholder engagement. Since 2003, New Era has been an active member of the Fair Labor Association (FLA). Our Social Compliance Program is accredited by the FLA and represents the highest level of commitment to the standards for workplace code of conduct implementation, monitoring and remediation.