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Returns, Exchanges & Order Cancellation Policy

Last Updated: June 2026

At Cap and Gown Outlet LLC, we want every customer to shop with confidence. Graduation is an important milestone, and we're committed to providing quality products, dependable service, and a hassle-free shopping experience.

Please read our Returns, Exchanges, and Order Cancellation Policy carefully before placing your order. By completing your purchase, you acknowledge and agree to the terms outlined below.

Our Commitment

Customer satisfaction is our priority. If you have any questions about product selection, sizing, school colors, customization, shipping, or ordering before making a purchase, our Customer Support team is happy to help.

Customer Support

15-Day Size Exchange Guarantee

We want every graduate to feel confident and comfortable on graduation day.

If you ordered a standard, ready-made graduation cap, gown, or graduation package and need a different size, we're happy to help.

Eligible ready-made products may be exchanged for another size within 15 days of delivery, subject to product availability.

To qualify:

  • Your exchange request must be submitted within 15 days of delivery.
  • Merchandise must be new, unworn, unwashed, and unaltered.
  • All original packaging, tags, and accessories must be included.
  • Items must be free from stains, odors, damage, or signs of wear.
  • Customers are responsible for return shipping unless the exchange is due to our error.

The 15-Day Size Exchange Guarantee applies only to standard ready-made merchandise.

The following items are not eligible:

  • Custom-made products
  • Personalized or embroidered products
  • Special-order merchandise
  • Custom school orders
  • Clearance or final sale items

If you're unsure about sizing before ordering, please contact our Customer Support team. We're happy to assist you with sizing recommendations.

Return Eligibility

Eligible non-customized merchandise may be returned when all of the following conditions are met:

  • Return request is submitted within 7 days of delivery.
  • Merchandise is new, unused, unworn, unwashed, and unaltered.
  • All original packaging, tags, accessories, and included items are returned.
  • Merchandise shows no signs of wear, stains, odors, damage, or alteration.

Items that do not meet these requirements may be refused and returned to the customer.

Non-Returnable Items

The following products are considered Final Sale and cannot be returned or exchanged:

  • Custom-made products
  • Personalized or embroidered items
  • Special-order merchandise
  • Products manufactured specifically for a school or organization
  • Clearance or final sale merchandise

Once production or customization has begun, custom orders cannot be canceled, modified, or refunded.

How to Request a Return or Exchange

All returns and exchanges require prior authorization.

To request a Return Merchandise Authorization (RMA), please email: [email protected]

Please include:

  • Order Number
  • Customer Name
  • Reason for Return or Exchange
  • Photos (if merchandise is damaged or incorrect)

Once approved, we'll provide your RMA number and complete return instructions.

Our goal is to provide prompt, knowledgeable assistance. Most email inquiries are answered within one business day during regular business hours.

Unauthorized returns may be refused.

Return Shipping Instructions

Please follow these instructions when returning merchandise:

  1. Obtain an approved RMA number before shipping.
  2. Clearly write the RMA number on the outside of your package
  3. Include your original invoice (if available).
  4. Include a note containing:
    • Your name
    • Order Number
    • Contact information
    • Whether you are requesting a refund or exchange

Ship approved returns prepaid to:

Cap and Gown Outlet – Returns Department
Attn: RMA #
29 Melbloum Lane
Edison, NJ 08837

We recommend using a shipping service that includes tracking and insurance, as we cannot be responsible for packages lost or damaged during return transit.

Refund Processing

Once your returned merchandise is received, it will be inspected to verify eligibility.

Approved refunds are generally processed within 7–10 business days after inspection.

Refunds are issued to the original payment method used during checkout.

Please note:

  • Original shipping and handling charges are non-refundable.
  • Customers are responsible for return shipping unless the return is due to our error.
  • Eligible returns may be subject to a 20% restocking fee to cover inspection, repackaging, quality control, and inventory processing.
  • A 3% non-refundable payment processing fee will be deducted from approved refunds. This fee represents the payment processing charges retained by our payment processor when a transaction is refunded and is not returned to Cap and Gown Outlet.

Depending on your financial institution, refunds may take several additional business days to appear on your account.

Exchanges

Approved exchanges are processed after the original merchandise has been received and inspected.

Replacement products are subject to inventory availability.

If there is a price difference between products, the balance will either be collected or refunded accordingly.

Bulk Orders & Tiered Pricing

If returning merchandise changes the original purchase quantity and affects eligibility for quantity discounts or tiered pricing, pricing adjustments may be applied to the remaining items before your refund is calculated.

Damaged, Defective, or Incorrect Merchandise

We carefully inspect every order before shipment.

If you receive damaged, defective, or incorrect merchandise, please notify us within 5 days of delivery.

Please email:

  • Order Number
  • Photos of the merchandise
  • Photos of the shipping box (if applicable)
  • Brief description of the issue

After verification, we'll provide an appropriate resolution, which may include a replacement, exchange, or refund when applicable.

Please note that we cannot accept claims for packages that are lost, stolen, or damaged after the shipping carrier has confirmed delivery.

Order Cancellations

In-Stock Products

Orders for in-stock products may be canceled before they have entered the shipping process.

Once an order has shipped, it cannot be canceled but may qualify for return under this policy.

Custom & Personalized Products

Custom, personalized, and made-to-order products may be canceled within 24 hours of placing the order, provided production has not started.

Once production or customization begins, cancellations are no longer possible.

Cancellation Fees

Orders canceled after payment has been successfully processed may be subject to a 3% non-refundable payment processing fee, which reflects the payment processing charges retained by our payment processor and not refunded to Cap and Gown Outlet.

If an order has already shipped, shipping charges are non-refundable, and the order will be handled according to this Returns Policy.

Product Color & Appearance

We make every effort to display product colors accurately.

However, slight variations may occur due to:

  • Computer monitors
  • Mobile device displays
  • Screen brightness
  • Lighting conditions
  • Fabric dye lots
  • Manufacturing variations

For these reasons, exact color matching cannot be guaranteed, particularly when matching products purchased from other suppliers or previous production batches.

Refused or Undeliverable Shipments

If a shipment is refused or returned by the shipping carrier as undeliverable:

  • Original shipping charges are non-refundable.
  • Additional shipping charges may apply if reshipment is requested.

Questions?

Our Customer Support team is here to help before and after your purchase.

If you have questions regarding sizing, product selection, shipping, returns, exchanges, or school orders, please contact us.

Cap and Gown Outlet LLC.

  • Phone: (732) 372-6227
  • Support Email: [email protected]
  • Address: NJ Warehouse: 1 -1K 65 Thomas St, Paterson, NJ 07503
    Pickup time: By Appointment Only.
    Monday to Friday: 9:00 AM - 4:00 PM.
  • Business Hours: Sat 8am - 5pm Eastern Time
    Monday – Friday: 7:00 AM – 7:00 PM Eastern Time

Thank you for choosing Cap and Gown Outlet LLC. We appreciate the opportunity to be part of your graduation celebration and are committed to providing quality products and exceptional service.