Frequently Asked Questions


Need help? Be sure to visit our support forums for answers to your questions!


Who are we?

We are a professional cap&hat manufacturer in China with more than 20 years experience. Please see our stories here.

What are your main products?

We focus on various styles of caps and hats, including baseball cap, trucker cap, sports cap, washed cap, dad cap, snapback cap, fitted cap, strech-fit cap, bucket hat, outdoor hat, knit beanie and scarves.

Do you have your own factory?

Yes, we have our own factories. We have two cut&sew factories for caps&hats and one knitting factory for knit beanies and scarves. Our factories are BSCI audited. Also we have import and export right, so sell goods oversea directly.

What certificates do you have?

We have obtained factory audit certificates of BSCI, Higg Index.


Do you have R&D department?

Yes, we have 10 staffs in our R&D Team, including the designer, paper pattern makers, technician, skilled sewing workers. We develop more than 500 new styles every month to satisfy changing market demands.  We have same model as mainstream cap styles and cap shapes in the world.

Can you do OEM or ODM for me?

Yes, we provide OEM&ODM service.

What's your capacity per month?

Around 300,000 PCs each month average.

What is your mainly market?

The North America, Mexico, UK, European Countries, Australia, etc....

What is your main clients?

Jack wolfskin, Rapha, Rip Curl, Volcom, Realtree, COSTCO, etc...

How can I view the latest catalogue?

In order to be more environmentally conscious, we are suggesting customers always review our latest e-catalog online.


Can you send me a sample? How much does it cost?

Of course, inventory samples are free, you only need to bear the freight, and provide your express account to our sales team to collect the freight.

Can I choose any type of colour and fabric?

Of course, you will find different fabrics and available colours from our website. If you are looking for a specific colour or fabric, please send me pictures by email.

Can I choose the colour through the Pantone code?

Yes, please send Pantone code, we will match same or very similar color for your design.

Can you assist me in the design of my hat?

The fastest way to receive your sample cap is by downloading our templates and filling them using Adobe Illustrator. If you experience any difficulty, an experienced member of our development team will be glad to assist you to mock up your cap design as long as you provide your existing vector logos in format of ai or pdf.

Can I customize my own labels?

Yes. If you want to have your own labels customized, all you have to do is specifying the details on your cap template. If you experience any difficulty, our experienced designer will be glad to assist you to mock up your label design as long as you provide your existing vector logos in format of ai or pdf. We hope that the custom label as an added asset to your own brand.

Can you create a logo for me?

We do not have in house graphic designers to create your logo but we do have artists that can take your vector logo and make mock-up of cap with decoration for you, and we can make minor edits to the logo as needed.

What is a vector format logo?

We require all logo files to be submitted in vector format. Vector based files can be AI, EPS, or PDF.

When will I see art mock-up?

Art will be sent about 2-3 days after receive your sample order confirmation.

Is there a set-up fee?

We do not charge set-up fee.  A mock-up is included on all new orders.

What is your sample fee?

Normally a custom-made cap sample will cost you US$45.00 each style each color, it can be refunded when order is reach 300PCs/style/color. Also shipping fees will be paid by your side. We still need to charge mold fee for special embellishment as needed, like metal patch, rubber patch, embossed buckle, etc.

How to choose the size properly?

If you are hesitant to sizing, please check our Size Chart on the product pages. If you still have problems with sizing after checking the Size Chart, please feel free to drop us an email at sales@mastercap.cn. We are more than happy to assist.

What is your sample lead time?

Once design details are confirmed, it usually takes around 15 days for regular styles or 20-25 days for complicated styles.


What is the order process?

Please see our order process here.

What’s your MOQ?

A). Cap&Hat: our MOQ is 100 PCs each style each color with available fabric.

B). Knit beanie or scarf: 300 PCs each style each color.

What about your prices ?

For an accurate pricing and for the personal verification of our unique superior quality, requesting a sample is the best option. Final price depends on several factors, such us style, design, fabric, added details and/or embellishments and quantity. Pricing is based on the quantity of each design not total order quantity.

Can I see a sample/ prototype before production?

Yes, before confirming the order, you can request a sample to check the material , shape&fit, logos, labels, workmanship.

What is your production lead time?

The production lead time start after final sample is approved and lead time vary based on style, fabric type, decoration type. Normally our lead time is around 45 days after order confirmed, sample approved and deposit received.

Do you guys offer rush orders with a fee?

We do not offer a rush fee option for the simple fact that if we did everyone would be paying it and we would be back at normal turn times. You are always more than welcome to change your shipping method. If you know you have an event date, please communicate that with us at the time of order and we will do our best to make it happen or let you know upfront it isn’t possible.

Can I cancel my order?

You are welcome to cancel your custom order up until we have bought bulk material. Once we have bought bulk material and it is put into production and too late to cancel.

Can I make changes to my order?

It depends on the order status and your specific changes, we can discuss it case by case. You need to bear the cost or delay if the changes affect production or costing.


How you control the quality?

We have a complete product inspection process, from material inspection, cutting panels inspection, in-line product inspection, finished product inspection to ensure product quality. No products will be released before QC checking. Our quality standard is based on AQL2.5 to inspect and delivery.

Do you use qualified materials?

Yes, all materials sourced from qualified suppliers. We also do test for material according to buyer’s requirements if needed, the test fee will be paid by buyer.

Do you guarantee quality?

Yes, we guarantee the quality.


What is your price terms?


What’s your payment terms?

Our payment term is 30% deposit in advance, 70% balance paid against the copy of B/L OR before shipment for air shipment/express shipment.

What is your payment option?

T/T, Western Union and PayPal are our usual payment method. L/C at sight has monetary limitation. If you prefer other payment method, please contact our salesperson.

What currencies can I use?



How to ship out the goods?

According to the order quantity, we will choose the economic and speedy shipment for your option. We can do Courier, Air shipment, Sea shipment and combined land&sea shipment, train transportation according to your destination.

What is shipping method for different quantity?

Depending on the ordered quantities, we suggest the below shipping method for different quantity.

– from 100 to 1000 pieces, shipped by express (DHL, FedEx, UPS, etc), DOOR To DOOR;

– from 1000 to 2000 pieces, mostly by express (Door to Door) or by air (Airport to Airport);

– 2000 pieces and above, generally by sea (Sea Port to Sea Port).

What about the shipping costs?

The shipping costs depends on shipping method. We will kindly seek quotations for you before shipment and assist you with the good´s shipping arrangements. We also provide DDP service. However, you are free to choose and use your own Courier account or Freight Forwarder.

Do you ship worldwide?

Yes! We currently ship to most countries in the world.

How can I track my order?

A shipping confirmation email with tracking number will be sent to you as soon as the order is shipped out.

Care&Clean Instructions

How can I clean/take care of my cap?

To keep the product perfect, we recommend that you hand wash all our caps and dry them directly flat. Some steps to avoid:

● do not carry out professional wet washes
● do not tumble dry
● do not iron


Services and Support

What After-sales service you offer?

We listen to client's suggestion or complaint. Any suggestion or complaint will be responded within 8 hours. Regardless, we want to make sure you are fully satisfied and taken care of. Please contact us directly in regards to the quality of your product.

What is the return policy?

We do final inspection before shipment and also accept QC before shipment from our customers, including third party like SGS/BV/Intertek..etc. Your satisfaction is always important to us, because of this, after shipment, we have a 45-day guarantee. During this 45 days, you can request us to afford redress with quality reason.

If you receive a custom order that you are unsatisfied with, please reach out to the salesperson who was managing that order and send photos of the caps, so we can compare to the approved sample or art. Once we review the caps against the approved sample or art, we will work to a solution that best fits the issue.

We cannot accept returned caps after decorating or altered in any way, washing, and worn caps will not be accepted.

What do I do if I have received a damaged item?

A. At MasterCap we hope that you are happy with your purchases. We take great care in dispatching goods to the highest quality, however we know that sometimes things can go wrong and you will need to may need to return an item. Please send some images to be emailed to us providing all damage caused, as well as some images of the parcel you received.

Who pays for return postage?

MasterCap pays if we made a shipping error.

How long will it be before I get a refund?

Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, your refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days.