Frequently Asked Questions

---

1. Company & Mission

Q: What is Hope Uncapped?
A: Hope Uncapped is a premium cancer awareness apparel brand by BLACK SNAKE X INC. We create high-quality embroidered baseball caps that help people wear their cancer journey with pride, strength, and hope.

Q: What does the black snake patch symbolize?
A: The black cobra snake represents resilience, transformation, power, and fighting back against cancer. It symbolizes rising above the diagnosis.

Q: What is the mission of Hope Uncapped?
A: Our mission is to turn personal cancer stories into visible statements of hope. We empower survivors, fighters, and supporters to wear their journey proudly and spark important conversations.

2. Products & Pricing

Q: What caps do you sell and how much do they cost?
A: We offer two designs: "Hope, Uncapped" and "Beyond the Diagnosis". Both feature a 3D black cobra snake patch and premium metal buckle. Price is $39.99 per cap.

Q: What colors are available?
A: Olive Green, Black, Light Pink, and Royal Blue.

Q: Are the caps high quality?
A: Yes. They are made with premium cotton twill, structured crown, crisp embroidery, raised 3D snake patch, and adjustable premium metal buckle.

Q: What sizes do the caps fit?
A: One size fits most adults. The adjustable strap fits head sizes from approximately 6⅞ to 7⅝ (55cm – 61cm).

3. Ordering & Shipping

Q: Are the caps in stock or pre-order?
A: Some colors ship immediately (ready to ship), others are pre-order and ship in 7–14 business days. The product page clearly states the status.

Q: How much is shipping?
A: Free shipping on orders over $50. Standard shipping starts at $5.99. Express shipping is available at checkout.

Q: How long does shipping take?
A: Ready-to-ship orders: 3–7 business days in the US. Pre-order: 14–20 business days. International: 10–20 business days.

Q: How do I track my order?
A: You will receive a tracking link via email once shipped. You can also give me your order number and I will check the status for you.

4. Returns & Exchanges

Q: What is your return policy?
A: We accept returns within 30 days if the cap is unworn, unwashed, and in original condition with tags. Buyer pays return shipping.

Q: What if the cap arrives damaged?
A: Send us a photo within 48 hours and we will replace it free of charge.

Q: Can I exchange for a different color?
A: Yes, as long as the item is unused and we have the new color in stock.

5. Care Instructions

Q: How do I care for the cap?
A: Spot clean with a damp cloth and mild detergent. Do not machine wash. Do not bleach. Air dry only. Avoid putting in the dryer or ironing directly on the embroidery or snake patch.

6. SMS & Communication

Q: Why am I receiving text messages?
A: You opted in when placing an order. We send order updates, shipping notifications, and occasional brand news .

Q: How do I stop receiving SMS?
A: Reply STOP to any message we send and you will be unsubscribed immediately.

7. General & Support

Q: Do you donate to cancer causes?
A: Yes, a portion of every sale supports cancer awareness initiatives.

Q: Can I use the caps for my own cancer awareness event?
A: Absolutely. We offer special bulk pricing for events, teams, and organizations. Please contact us.

Q: How do I contact customer support?
A: You can message us here anytime. We usually reply within a few business hours.

Q: Is there a website outside of TikTok Shop?
A: We currently sell primarily through www.hopeuncapped.com and TikTok Shop, but we are expanding.