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HelpDesk - Products and Services

Frequently Asked Questions (FAQ)

How accurate are the colors of the hats pictured?
We have made every effort to display the true colors of our products. Keep in mind that the actual colors you see will depend on your monitor; therefore we cannot guarantee that your monitor's display will be completely accurate.

What if the hat I want is out of stock?
Our web site is designed so that once the last available hat or a particular style or size has been ordered, that hat or size is instantly removed from the site. Therefore, you are only shown inventory that is available. You can always contact our Customer Care Department to check on the availability of a particular style or size. We can be reached at 888.564.4287 Open 24 hours a day, 7 days a week.

Why can't I find the small or large size I need in a particular size?
The smallest size we typically carry is 6 5/8, the largest size is 8. We will always carry core products in full size runs -- 6 5/8 through 8. Unfortunately, our vendors do not always make "Limited Edition" styles in full size runs, so they may be unavailable in smaller and/or larger sizes. We are always working with our vendors to expand size ranges offered.

Why don't you have the same hat I saw at the store?
For the most part, most items carried in our stores are at one time available on our website. Unfortunately, as soon as items are sold out they automatically "fall off" our website. Contact our Customer Care Department at 888.564.4287, Open 24 hours a day, 7 days a week to check on the status of the style you are looking for.

How can I track my order?
You will be notified by email when your package ships, this email will include a tracking number. If you're not sure whether or not your order has shipped, check the status of your recent orders in My Account. You can also track your order by calling us at 888.564.4287, Open 24 hours a day, 7 days a week. Tracking information may not be available until the following business day.

Where is my order?
You can visit My Account to find out when your order shipped. Most orders will be shipped, within 72 hours, from our Distribution Center in Indianapolis, Indiana US. Most carriers, as well as our distribution center, are closed on Saturdays, Sundays and Holidays -- therefore, orders will not be shipped or delivered on these days.

Why am I required to pay sales taxes?
Merchants are required to collect sales taxes when the customer is in the same state/province or the merchant has "substantial nexus" in the customer's state/province. Nexus is typically defined by physical presence, but may also be defined by business activity, affiliation or other kind of presence.

We collect sales tax on all orders. The rate is based on your shipping destination and the applicable state and local taxes. Tax rates are subject to change at anytime.

No sales tax is charged when purchasing gift cards; however, purchases paid for with a gift card may be subject to tax.

How do I edit my order?
You can edit your order as long as your order hasn't already entered the shipping process by calling the Customer Care Department at 888.564.4287, Open 24 hours a day, 7 days a week.

We're unable to combine or add items to the following types of orders:

  • Orders that have already entered the shipping process.
  • Replacement orders generated by our customer care department.
  • Orders that contain out-of-stock items.

Can I combine my orders?
Sorry, we are currently unable to combine orders.

Can I cancel my order?
You can cancel an order that does not contain embroidery only if it has not entered the shipping process. It is often too late to cancel an order because we start processing orders for 'In Stock' items within 24 hours. Once an order has been processed and it's too late to cancel, you will need to return the item once it is received.

You can cancel an order requiring embroidery services only if it has not entered the production process. If an order has reached this process it is too late to cancel and the purchase will be final. To request an order cancellation, call our Customer Care Department at 888.564.4287, Open 24 hours a day, 7 days a week.

What if I lose my LIDS Club card?
You may purchase a new LIDS Club card by contacting our Customer Care Department at 888.564.4287, Open 24 hours a day, 7 days a week.

What if my LIDS Club number is not working?
If you joined our LIDS Club in a LIDS store location, it will normally take 2-3 days for your information to be entered into our system. If it has been longer than 3 days, please feel free to contact our Customer Care Department by phone at 888.564.4287, Open 24 hours a day, 7 days a week or by emailing us here.

Can I get a refund of a LIDS Club Membership?
At this time we do not process refunds for LIDS Club Membership purchases.

What do I do if I enter an incorrect shipping address on my order?
Once an order has been placed, there is a very small window of opportunity to correct incorrect shipping addresses, and you can only change the shipping address if your order has not yet been processed. To check on an order's status please see your My Account page or contact our Customer Care Department at 888.564.4287, Open 24 hours a day, 7 days a week. We will do our best to fulfill your request. If your address cannot be changed prior to delivery, we will need to wait for the package to be returned back to us as undeliverable.

What do I do if my order was delivered to the wrong address?
The carrier delivered my package to the wrong address. What do I do? Contact us immediately! We will work with the carrier to correct the situation as quickly as possible.