QUESTIONS & ANSWERS

CASV Retail Questions & Answers

What is an upgraded hat and how can I purchase it?
All registered members for a tournament will receive a snapback hat in their uniform package. The team (players & coaches) have the option to “upgrade” to a custom flex fit hat. If you purchase an upgraded hat, you keep the hat that comes with the uniform package. During the tournaments, all team members need to have matching hats. Upgrade hats can be purchased in League Apps during the registration process or on our store website at https://store.cooperstown.com/collections/upgrades.

What are your hours of operation?
During the season (June-August) the store hours range from 8am-7pm depending on the tournament day. All store hours will be listed on the door for each location. During the off season we do not have store hours, but all customer questions can be sent to store@cooperstown.com.

How Do I choose a store pickup when I place my order? 
Please choose the “Pickup in Store” shipping option. For all store pickup orders, they will be fulfilled and held onsite until you arrive for your tournament week.

Why is my store pickup order marked as picked when I check my account?
If you choose a pre-order item or have chosen Pickup in Store during checkout your order will be marked as completed to move it through our ordering system.

How are shipping rates determined?
 All orders are shipped UPS and shipping charges are calculated based on the weight of your order and the delivery destination.

Do you ship internationally? 
At this time we do not but if you would like international shipping please send your request to store@cooperstown.com and we will make arrangements for shipping.

When will my order be shipped? 
Please allow two business days to process your order. If you have added your email address to your account, you receive an email once your order has been filled. If there is an issue with your order, we will contact you.

Where and when can I pick up my order when I arrive? 
All items for store pickup can be picked up on the opening day of your tournament from 8am-1pm. If you miss this time, please go to the main gift shop and our staff will help you with getting your order. 

How can I track my order? 
Once your order has shipped the UPS tracking number will be added to your order. You can log into your account at anytime to view the tracking number.

Can you return or exchange an item(s)? 
We accept returns and exchanges for online orders up to 30 days after delivery. If an item is unused and in its original condition with the tag in place, we will refund you for the item(s) once they are returned. NOTE:  The shipping cost for the order will not be refunded. Once we are contacted with your request we will send the proper shipping instructions.

What do I do if my items are incorrect or damaged? 
Please email us as soon as possible at store@cooperstown.com so that we can provide a solution.

Where is my issued refund? 
If you have been issued a refund for your order you will receive an email notification. Please allow 24-72 hours for that refund to appear in your bank account.

Can I edit or change my order after it’s been placed? 
If you contact us at store@cooperstown.com before your order has shipped, we will assist in making any needed edits to your order.

What happens if my package was lost or stolen? 
Please file a claim with UPS at UPS.com within 60 days of the scheduled delivery. You can also contact UPS Customer Service at 1-800-742-5877. When filing a claim, you will need your tracking number and your order invoice. If you need another copy of your invoice, please contact us at store@cooperstown.com and we will email it to you.

Do the onsite retail locations accept cash?
Unfortunately, we DO NOT accept cash as a payment tender. We do accept credit cards and Apple Pay. Also located in the main gift shop we do have an ATM machine that will convert cash into a Mastercard. This is a free service for all customers.

Do you have gift cards?
Yes. We have gift cards available on our website. Online gift cards are only delivered in electronic format. Customers can print the gift card or forward it to any email. For in-store transactions we just need the gift card code to process it. Online gift cards expire after 1 year of purchase. If you are issued a gift card by CASV on site for any reason it must be used by December 31st.