FAQs

1. What products do you sell?

We sell hats and related accessories designed for everyday wear. Product details such as color, size, style, material, and availability are shown on each product page. Please review the product information carefully before placing an order.

2. What currency are orders charged in?

All transactions on nuestrat.com are processed in United States Dollars (USD). If your bank, card issuer, or payment provider uses another currency, they may apply exchange rates, foreign transaction fees, or other charges that are not controlled by us.

3. What payment methods do you accept?

We accept the payment methods shown at checkout, which may include Visa, Mastercard, American Express, Discover, Maestro, Apple Pay, PayPal, and Google Pay. Available payment options may vary depending on your location, device, browser, and payment provider requirements. For more details, please review our Payment Policy.

4. Do you store my payment information?

No. Payments are securely processed by trusted third-party payment service providers, including Stripe and PayPal. We do not store, collect, or retain your full card number, CVV code, PayPal login details, Apple Pay credentials, Google Pay credentials, bank account credentials, or complete payment information on our servers.

5. Do you ship worldwide?

Yes. We currently provide worldwide shipping services, including the United States, Europe, and other international regions. Shipping availability may depend on the final destination, local delivery conditions, customs requirements, carrier restrictions, or other logistics factors. For more details, please review our Shipping Policy.

6. How long does order processing take?

Orders are typically processed within 1–4 business days after payment is successfully confirmed. Business days do not include weekends or public holidays. Processing time is separate from the estimated shipping transit time.

7. How much does shipping cost?

Shipping fees depend on the delivery region. United States shipping is USD $5.99, with free shipping on orders of USD $79.00 or more. Europe shipping is USD $14.99, with free shipping on orders of USD $149.00 or more. Other worldwide regions are USD $17.99, and free shipping is not currently available for these regions unless otherwise stated at checkout.

8. How long does delivery take?

Estimated delivery time varies by destination, carrier service, customs clearance, and local delivery conditions. Orders shipped within the United States are generally expected to arrive within 7–15 business days after dispatch. Orders shipped to Europe are generally expected to arrive within 10–20 business days after dispatch. Orders shipped to other international regions are generally expected to arrive within 12–25 business days after dispatch.

9. Will I receive tracking information?

Yes. After your order has been shipped, we will send a shipping confirmation email when tracking information is available. Tracking updates may take some time to appear after the carrier receives the package, so please allow additional time for the carrier system to refresh.

10. Will I need to sign for my package?

Some orders may require signature confirmation depending on the carrier, destination, package value, or local delivery rules. Please make sure your shipping address is complete, accurate, and accessible to avoid failed delivery, return fees, or reshipment costs.

11. Do I need to pay customs duties or import taxes?

For orders delivered within the United States, customers do not need to pay customs duties or import taxes under our current domestic shipping arrangement. For orders shipped outside the United States, customs duties, VAT, import taxes, brokerage fees, or similar local charges may be required by the destination country or region and are generally the customer’s responsibility unless otherwise required by law or clearly stated at checkout.

12. What should I do if my package arrives damaged?

Please inspect your package as soon as it is delivered. If your package arrives damaged, opened, missing items, or with visible delivery issues, please contact us through support@nuestrat.com within 48 hours after receipt. Please include your order number, clear photos of the item, photos of the outer packaging, photos of the shipping label, and a brief description of the issue.

13. What is your return window?

You may request a return within 30 days after receiving the goods. The return window is calculated from the confirmed delivery date shown by the carrier tracking record. Return requests submitted after 30 days may not be accepted unless required by applicable law. For full details, please review our Return & Refund Policy.

14. What condition must hats be in for return?

Returned hats must be unused, unworn, unwashed, clean, odor-free, and in resalable condition. All original tags, labels, packaging, dust bags, inserts, protective materials, and included accessories must be returned together. Items with signs of wear, makeup stains, sweat marks, perfume, deodorant, hair products, deformation, damage, washing, alteration, or missing packaging may be refused or may receive a reduced refund where permitted by law.

15. Are any items non-returnable?

Yes. Final sale items, clearance items, customized or personalized hats, gift cards, items marked as non-returnable on the product page, and products that cannot be resold due to hygiene, damage, missing parts, or improper handling after delivery may not be eligible for return.

16. Who pays for return shipping?

If the return is caused by customer preference, wrong size selection, color preference, change of mind, incorrect address provided by the customer, or another reason not caused by our error, the customer is responsible for return shipping costs. If the return is due to our error, such as a wrong item, verified defect, or product damaged before delivery, we may provide a suitable solution after review.

17. When will I receive my refund?

After we receive and inspect your returned item, approved refunds will be issued to the original payment method used at checkout. Refunds are typically processed within 7 business days after inspection and approval. After we submit the refund, the time it takes for the funds to appear in your account may vary depending on your bank, card issuer, Stripe, PayPal, or other payment provider.

18. How can I contact customer support?

If you have questions about orders, payments, shipping, tracking, customs, returns, refunds, privacy, or any website-related issue, please contact us through support@nuestrat.com. You may also reach us by phone at +1(314)284-5284 or by mail at 11960 Westline Industrial Dr, Ste 253, Saint Louis, MO 63146, US. Please include your order number and relevant details so that we can review your request efficiently.