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FAQs

An Update on COVID-19 From the Thunder Shop
 
To help protect the safety of our community as we monitor and navigate the evolving COVID-19 situation the Thunder Shop at Chesapeake Energy Arena will be closed until further notice. The health of our employees, customers and community is our top priority.
 
During the closure:
  • The Thunder Shop store will be cleaned and sanitized.
  • All associates will be paid for their scheduled shifts.
  • You can continue to shop online at okcthunder.com/shop
  • We are extending our return policy for all orders and purchases made on or after February 17, 2020. For more details, please review the return policy in the FAQs.
  • Our sales associates will continue to serve you through email. If you have any questions and/or concerns, please contact us at shop@okcthunder.com.
 
We appreciate your support during this time and look forward to seeing you in the store again soon.
 
FAQs
 
Shipping and Delivery
1. Where can I ship my order?
    • Many items can be shipped to any of the 50 states and APO/FPO addresses.
2. What is the status of my order?
    • To track the status of your order, you can log in to your Thunder Store account here: https://nbathundershop.com/account/login
    • You can also contact Customer Service at shop@okcthunder.com for more information.
    • For all customer emails we will respond within 24-48 hours. Please allow more time during events, holidays and promotions.
3. How long will it take for my order to arrive?
    • While most items ship within 2-3 business days some items may require additional processing time.
    • We only ship packages during the business week and do not ship on Saturdays, Sundays or holidays.
    • Customized merchandise may add 3-5 business days to the shipping timeline.
4. How do I change or cancel my order after it has been submitted?
    • To request changes to your order, you must contact Customer Service at shop@okcthunder.com. Your method of payment may need to be reauthorized if changes are made to your order, so please have it ready.
    • The following items cannot be modified or canceled:
      • Payment method
      • Billing information
      • Items produced by a third-party vendor
      • Customized items - (All sales are final on customized merchandise. These items cannot be edited, canceled or returned once submitted, unless the item is defective or was fulfilled incorrectly.)
      • Autographed collectibles
5. If I place multiple orders the same day or within the same week, can you combine them into one shipment?
    • Unfortunately, we are unable to combine shipments on multiple orders.
6. I submitted an order but did not receive a confirmation email. What do I do?
    • Please check your spam folder for the confirmation email.
    • You can also contact Customer Service at shop@okcthunder.com for more information.
    • For all customer emails we will respond within 24-48 hours. Please allow more time during events, holidays and promotions.
RETURNS
Note: For all orders or in-store purchase(s) made on or after Feb. 17, 2020, we are extending our return policy.
 
1. What is your return policy?
        • All returns are issued as a credit back to the original form of payment. The Thunder Shop does not issue returns in the form of cash or check for any orders placed on the online store.
        • Returns must be in original condition, unworn/unused with original tags and labels. Your return item(s) will be inspected upon arrival before your refund is processed.
        30-Day Money-Back Guarantee
              • The Oklahoma City Thunder Online Store wants you to be satisfied with every item you purchase from us. You have up to 30 days after the purchase (or delivery if ordered online or by phone) to receive a full refund of the purchase price. You must present a valid receipt and the item must be in new condition, in original boxes (where applicable), and with all paperwork, parts and accessories to receive full credit, minus shipping, handling, gift wrap or other charges. Certain exclusions may apply. Please ask for details.
              • If items are returned after our 30 day return policy, we will not be able to accept your return and a refund will not be credited to your account.
            Damaged or Defective Items
                  • Contact Customer Service if you receive damaged or defective merchandise within 30 days of delivery at shop@okcthunder.com Monday-Friday, 10 a.m.  to  6  p.m. m. CST, Saturday 10  a.m. to .– 4  p.m. CST. Please include your order number and item information within the email. After 30 days, damages or defectives items will be the responsibility of the customer.
                  • You must present a valid receipt, and the item must be returned in new condition with tags, in original boxes (where applicable), and with all paperwork, parts and accessories to receive full credit. All items properly returned under this policy are eligible for a full refund of the purchase price, minus shipping, handling, gift wrap or other charges. Certain exclusions may apply. Please ask for details.
                Return Exceptions
                    • All sales are final and cannot be returned for customized products and autographed collectibles.
                    • Software and other electronic media products (such as videos, CDs, video games, etc.) may not be returned once opened.
                  Unauthorized returns will be returned to the purchaser if the return policy is not followed.
                   
                  2. Where to send my return?
                    • Please send all returns and include a copy of your invoice to the return address below:
                  OKLAHOMA CITY THUNDER ONLINE STORE – RETURNS
                  208 Thunder Drive, Oklahoma City, OK 73102
                  3. How long will it take for my return to process?
                      • It can take up to 5-10 business days for us to receive and process your return. Once processed, your refund can take up to 5-10 business days to reflect on your account statement. You will receive a confirmation email once this is completed.
                      • Shipping and handling, gift wrap or other charges are not included in the refunded price.
                    4. Can you combine my refund balance if I return items from different purchase orders?
                      • Unfortunately, we are unable to combine returns with different order numbers.