FAQ and Customer Service Information

Domestic orders placed by December 15th should arrive by December 25th
 THE WORLDWIDE SUPPLY CHAIN IS EXPERIENCING PRODUCT SHORTAGES AND DELAYS DUE TO COVID-19.
THANK YOU FOR YOUR PATIENCE WHILE THE SEATTLE STORM AND OUR VENDORS NAVIGATE THESE UNCERTAIN TIMES.

 

 

Contact Us

Monday-Friday 9am-5pm PST at teamshop@stormbasketball.com

We are here to answer your merchandise questions, arrange returns and exchanges, and to help with general ordering related questions.

All orders are packed and shipped from Seattle, WA 98119

Returns/Exchanges

Eligible exchanges or returns will be accepted within 30 days of purchase. Please contact us with your order number, name of the item to be returned, and requested exchange size or refund request as soon as possible so we can assist you. All returned or exchanged merchandise must be sent back to the Team Shop at the customer’s expense. Refunds will be processed once the item has been returned with original tags and no damage or visible wear. Shipping fees are not refundable. Marked down or sale items are final. Undergarments cannot be exchanged or returned, for health and safety reasons.

Incorrect or Incomplete Orders:

In the event that you receive an incorrect item or incomplete order please contact teamshop@stormbasketball.com immediately. The Seattle Storm Team Shop will happily work with you to ship the correct item and cover any associated shipping fees or issue a refund for the item.

Damaged Items:

The Seattle Storm Team Shop is not responsible for any damage incurred to packages while in transit. If you receive a damaged package containing damaged items, please file a claim with the shipping entity directly.

Use of scissors, blades, knives, or any other sharp object to open your order is not advised. Items damaged by customers using sharp objects to open packages will not be eligible for refund or further replacement. All merchandise items are inspected upon receipt from vendors and before shipping orders, but if you receive an item with a defect (i.e., screen-printing error, small holes and/or tears not made by customer opening the package with a sharp object), please email photos of the defect and a description to teamshop@stormbasketball.com immediately so we can address the issue. Any return/exchange shipping costs incurred from the sale of defective or incorrect items will paid by the Seattle Storm Team Shop.

Discounted Items:

Discounted/Sale items do not qualify for returns/exchanges. All discounted/sale purchases are final sale.

 

General Shipping

The Seattle Storm Team Shop is a cashless vendor. In an effort to protect our fans and team, we no longer accept cash payments.

Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside of our control. Contacting the carrier directly is the best way to get more insight into your package’s whereabouts and estimated delivery date.

The Seattle Storm Team Shop is not responsible for any damage incurred to packages while in transit. We cannot refund or replace items that are lost or damaged during transit. If you receive a damaged package containing damaged items, please file a claim with the shipping entity directly. If your order is lost please file a claim with the shipping entity directly.

We make every effort to ensure inventory is accurate to avoid running out of stock of items that are available for sale. However, in rare cases when an item runs out of stock after your order is placed, we will reach out via email to inform you, and you will be refunded for the cost of the affected item. We reserve the right to cancel any orders that have not yet been fulfilled due to pricing errors or the misuse of coupon codes or any order that does not otherwise adhere to our policies.

Flagged Fraudulent Orders: Any order flagged as potentially fraudulent will be cancelled. If you believe that your order was cancelled in error, please email teamshop@stormbasketball.com and we can work together to fulfill your ordering needs.

 

International Orders

We feel extremely lucky to have Storm fans all over the world! In order to create the best international shipping customer experience, we ship international packages with DHL.

When customs clearance procedures are required, it can sometimes cause delays beyond our original delivery estimates for international orders. Please allow a few extra business days from your expected delivery date for any customs inspections etc..

Any returns or exchanges must be initiated within 30 days of receipt of your package.

Customers are responsible to ship back any returns or exchanges. This includes taking the package to the shipping vendor as well as paying for any shipping fees including but not limited to: any import/export fees associated with the order, the cost of shipping the item, and any associated shipping insurance. Please always contact teamshop@stormbasketball.com before returning your item(s) to confirm that your order is eligible for return/exchange, to ensure we know to expect your package, and to work on a plan for any exchanges or refunds.

In the event of an exchange within our 30 day window, the customer is responsible for paying shipping fees for the item(s) to be exchanged. The Seattle Storm Team Shop will send an invoice for the new shipping fees to the email on your account. Payment of the additional shipping fees is required before we ship the replacement item(s).

Any return/exchange shipping costs incurred from the sale of defective or incorrect items will paid by the Seattle Storm Team Shop.

 

Promotions/Sales/Discounts

Discounts are only valid for purchases made on the day the sale is active. Purchases made prior to, or after, the day of a sale will not be retroactively discounted. Discounts (360 Member, Item of the Game, other special sales/promotions) will not be applied retroactively.

Sale items, or items sold at a discounted price, are final sale and do not qualify for exchanges or returns. If you are currently a Storm 360 Member, please email storm360@stormbasketball.com to receive a discount code to access your 10% off merchandise perk prior to placing an order - discount codes must be used at checkout. Discounts are not applied retroactively.