Frequently Asked Questions
SHIPPING & TRACKING
When will my order ship?
We package and ship your order as soon as possible based on the availability in our warehouse. All orders are subject to verification and approval before shipping and may take several days to process. We only ship packages during the business week and do not ship on Saturdays, Sundays or holidays.
Can I change the address that my order is shipped? Can I pick it up at a UPS store?
No, Hawks Shop only ships to the customer's shipping address and cannot be rerouted to another address or a local store.
How can I track my order?
I didn't receive a tracking number, when should I expect it?
If you are a domestic customer, you should receive a shipping confirmation email within several days of your purchase. If you are an international customer, your shipping confirmation email may take a few days longer as we process your address. If you do not have it, it's possible that it has been sent to your spam folder.
Tracking is telling me my label has been created, but it's not telling me where it is? Why is this?
This means one of two things: It is being processed currently or UPS missed the initial scan when they picked up your order. Tracking will be updated as soon as UPS scans the shipment. If it does not update for multiple days, please contact HAWKSSHOP@HAWKS.COM to locate your package.
My package is lost. What do I do?
If the tracking on your order shows delivered and you have not received your package, please check the immediate area; including any mailbox, garage, porch, front desk, leasing office, neighbor, or anyone that may have signed for or picked up the package. Please also track your package online to see if there are any special instructions or updates listed. If you still have not located your package, please contact us at HAWKSSHOP@HAWKS.COM
I noticed I entered the wrong postal code/apartment # and the package is now being returned to sender, what are the next steps to have my package reshipped to me?
Once the package has been returned to our Warehouse, we will reach out to the customer regarding any address issues. Once the package is returned to us, please allow 3-5 business days to reship.
ORDER & PAYMENT
I just placed an order; can I cancel it?
Unfortunately, we are unable to cancel an order once it has been submitted, as we cannot disrupt the workflow process fulfilled by our warehouse team.
I made two orders today. Can you combine them into one and refund the balance?
Unfortunately, we are unable to combine shipments on multiple orders.
I didn't receive a confirmation email, did my order go through?
If you do not receive your order confirmation email, we ask that you check your spam folder. Often times, it may end up being marked as email spam. If you received an order number as part of your checkout, then your order has gone through. If you are still unable to locate your order number, please reach out and we will be glad to assist you.
Why was my credit card charged multiple times?
When you complete a checkout, your credit card company puts an authorization for the order amount on your card. This money has not been paid to Hawks Shop, rather your card company has put a hold on it for you while you check out. If your address information fails to validate (maybe your shipping and billing addresses aren't the same), then your payment will be declined. Your credit card company will release the Authorization between 3-5 business days after it is made depending on your bank. If you attempt to checkout multiple times, your card will be Authorized multiple times.
Can I call to place my order?
To help protect our customers, we cannot accept any credit card information over the phone. Therefore, we do not allow orders to be placed over the phone.
Can I pick up my online order at the store?
Due to items being fulfilled in multiple warehouses, we cannot accept in-store pickups.
I only received one of the items in my order, where is the rest?
Web orders can come from multiple warehouses. If you only receive part of your shipment, don't worry, you'll receive tracking on your other goods as they ship.
RETURN & EXCHANGE
Can I return my web order to the store?
Due to the arena hours, we are unable to accept returns outside of the hours of a game.
I just received my online order. Can I return it for a full refund?
Yes. Please refer to our Return Policy: https://hawksshop.com/shipping-return-policy
Can I exchange my item for a higher priced item if I pay the difference?
No. Please refer to our Exchange Policy: https://hawksshop.com/shipping-return-policy
I emailed you; how long will it take for someone to respond?
For all customer emails, please allow a response within 24-48 hours from our team. Please allow more time during holiday, promotions and limited releases. Our representatives are available Monday-Friday, apart from all major U.S. holidays.
Hawks Shop located at State Farm Arena is currently only open during Hawks home games to ticketed guests.
For any questions please email HawksShop@hawks.com.