FAQS
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. For more information, check out our all headwear category.
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.
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
How do I create an account?
Simply click the 'My New Era' link on the top right of the screen and enter your details or click here.
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.
Can I cancel an order from within ‘My Account’?
Yes. Simply login to your account and go to 'Order History'. From here click on the order you want to cancel and 'cancel order'. You will be asked to 'confirm order cancellation' and from this your order will be cancelled. We will notify you of this cancellation via email and your account will be refunded within 3-4 business days.
How do I reset my password?
Go to 'My Account' in the top left section of the website and click 'Edit Password'. You will need to type in your old password, add your new password, confirm it and click ‘Save’. Your new password will be confirmed.
Can I add items to my order?
We'll try our best to accommodate your extra item request however if the order has already been prepared for dispatch, we won't be able to add items to your order. Please contact our friendly customer support team to chat about adding items to your order via our Contact Us page.
Payment
Which payment methods does New Era Australia accept?
We accept Visa, MasterCard, Apple Pay, Google Pay and PayPal. All orders must be prepaid.
Not at the moment, but we are looking into it!
How do I redeem a promotional code?
When you get to your ‘Order Summary’ in your Shopping Bag, simply add your code to the ‘Coupon Code’ section to redeem your offer. These are case sensitive so double check letters and numbers are written exactly as seen on your code.
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.
To track your order, click 'Check Order' in the footer of the website. Enter your order number, last name and postcode. Your order information will be displayed. If you experience any issues tracking your order, please contact our friendly customer support team via our Contact Us page.
Returns
How do I return my order?
Go to 'My Account' and ‘View Order History'. Click the ‘Return Order’ link, fill out your details and select a reason for your return. When complete you can print your return label, place it on your secured parcel (our original packaging is always handy to hold onto just in case) and drop your parcel off at your local Australian Post office.
Please make sure your items are returned unused and in the same condition that you received them. This means items must have all New Era tags and stickers still attached and must be in the original packaging. Returns that do not meet our eligibility criteria will not be accepted and will be sent back to your original shipping address.
When your returned goods arrive to us safely, they are reviewed and approved or declined by our team based on the eligibility conditions above. We’ll confirm that we have received your returned goods and the status of your refund by email. Your order will be refunded within 3-4 business days to the original payment method you used to make your purchase.
If you have any other questions on the product you are returning and to check if it is applicable for a refund, please contact our customer support team:
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.