Package Protection

Package Protection means that if something happens to your order on the way to you, you are not out a hat and you are not out the money.

What's covered

• Lost in transit. Tracking stalls or the package never arrives.
• Marked delivered but missing. The carrier says it landed and it isn't there.
• Stolen after delivery. Taken off a porch or out of a lobby.
• Damaged on arrival. Crushed brim, torn packaging, anything that didn't survive the trip.

Coverage runs for 30 days from the delivery date (or from the last tracking scan if the package never arrives).

File a claim — this takes about a minute

What happens next

• A real person at Cruces Clothing reads it — usually the same day, and always within one business day.
• We approve nearly every claim. We are not looking for reasons to say no.
• You choose the outcome: a free replacement shipped right away, or a full refund.
• No carrier claim forms, no investigation to sit through, no waiting on anyone else.

Already had a problem with an order?

Email custserv.cruces@gmail.com before you do anything else. Going through your bank takes weeks and freezes everything while it's reviewed — we can usually have a replacement moving the same day. Either way you are made whole, but this way is faster, and you get to talk to an actual person.

The details

• Protection is added per item and is shown in your cart before you check out. You can remove it at any time by unticking the box.
• Claims outside the 30-day window are still worth sending — we look at those case by case.
• Replacements ship subject to availability. If the exact hat is gone, you pick another at the same price or take the refund.