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Frequently Asked Questions

 

How can I contact you about a web-related question?

You can reach us via one of the following ways:

  • Phone: 833-747-7877
  • Email: support@spursfanshop.com

Spurs Fan Shop Customer Service Hours.

7 Days a week. 7 AM to 8 PM CST.

For questions regarding one of our physical store locations or any other non-web-related concerns, please visit our Locations Page for store contact info.

 

Where are your stores located?

We have one location in San Antonio, Texas.

The Spurs Fan Shop at Frost Bank Center 
1 Frost Bank Center Drive
San Antonio TX 78219

For store hours and directions, please visit our Locations Page.

 

What types of payments do you accept?

Currently, we accept all major credit cards.

 

When will my payment be processed?

Payments are processed when you place your order.

 

How will my payment show on my bank/card statement?

Your payment will show as:

Aramark - Spurs Fan Shop

 

Why was my order canceled or refunded?

On rare occasions, we may need to cancel all or part of an order for one or more of the following reasons:

  • Item(s) in your order are out of stock
  • The payment was unable to be processed
  • We are unable to ship to your location
  • Product pricing was incorrectly displayed and/or calculated
  • Technical errors

 

Can I change my shipping address after placing an order?

Unfortunately, you cannot directly modify or change a shipping address once an order has been placed.  If you contact us, we should be able to update your shipping address - but only if the item has not already been shipped. Once an order has shipped, we have limited options to change addresses on packages in transit and can only attempt to do so on packages using an express shipping service.

 

How do I return an item or order?

Please visit our Returns Page for detailed instructions on how to request a return.

 

Can I return my order to your physical stores for a refund or exchange?

Yes, as long as your return or exchange abides by our return and exchange policies, we can accept your return in our Frost Bank Center location. The only exception to returns is that we do not accept product returns in our Frost Bank Center location during events or games.

Keep in mind that returns are only accepted in these locations for drop-off, but we do not process the refund back into your debit or credit card account at these locations. The return is sent back to our e-commerce fulfillment team to process the refund to your account. Refunds are issued to the same form of payment you used for the original purchase.

 

When will you have more of a specific product?

Most products we carry are specific to the NBA season in which they are offered. While there are exceptions to this (jerseys, basic caps, and basic novelties), most products are not available for restocking.

 

Do you ship internationally?

Yes, we ship to most countries and all APO/FPO/DPO addresses. Please see our Shipping Policy page for full details.

 

I saw a product at a game but don't see it online. Why not?

There are several possible reasons why you may not see all products we carry on the website.

  • The product may be brand new and has not been added to the site yet.
  • The product may no longer be in stock. This is especially true for limited edition items that may sell out during a game.
  • The product is not from an official NBA licensed vendor and was produced under the local license provision. Products found on our site are only from NBA licensed vendors.

 

Register for an Account:

  1. In the navigation menu on our website, click "Register".
  2. Fill in all the required and requested information and click "Create Account" at the bottom of the form.
  3. Your account has been created, and you can now shop under that account.

 

Season Ticket Member Login Process:

Online:

  1. In the navigation menu on our website, click "Sign In".
  2. Input the email address you provided when creating your Season Ticket Holder account.
    • If this is your first time logging in, input the following password GoSpursGo1!
    • If you have changed your password in the past, input your updated password.
  3. Shop and add your selected items to your cart.
  4. You will see your discount applied to each item in your cart at checkout. 

In-Person:

  1. Share your email address and/or show your ticket with your Ticketmaster Account ID to the cashier upon checkout.

 

Spurs Sports and Entertainment Employee Login Process:

  1. In the navigation menu on our website, click "Sign In".
  2. Input the email address you provided to Human Resources when you were hired (or your Spurs email address).
    • If this is your first time logging in, input the following password GoSpursGo1!
    • If you have changed your password in the past, input your updated password.
  3. Shop and add your selected items to your cart
  4. Checkout

 

How to Reset Your Password on Spursfanshop.com

  1. In the navigation menu on our website, click "Sign In".
  2. Click the "Forgot your password?" link near the "Sign In" button. 
  3. Input the email address that is associated with your account.
  4. Click "Reset Password"
  5. If the entered email address is associated with this store, you will receive an email to reset your password. Please check your junk mail folder if you don't receive this email.
  6. Once you receive the password reset email, click the link provided in the email.
  7. You will be redirected to a window to enter your new password twice. 
  8. Click the "Continue" button once you have entered your new password in the "New Password" and "Confirm Password" fields.
  9. You will be redirected to the Sign In page with a message at the top stating, "Your password has been successfully updated."
  10. Now you may enter your email address and your new password.
  11. Shop and Checkout

 

Who do I contact for issues with my Spurs Fan Shop account? 

SS&E Employees, please contact your internal SS&E Spurs Fan Shop Representative.

Season Ticket Members and Guests, please contact the following:

  • By Phone: 833-747-7877
  • By Email: support@spursfanshop.com
  • By completing our Contact Us form

 

How do I place an in-store pick-up order?

  1. Add your selected items to your cart.
  2. Click on the cart button when you are ready to checkout.
  3. Click "Proceed to Checkout"
  4. Input your email address and shipping information
  5. We will not ship it to this address; we just need this for returns or exchanges if needed. 
  6. Under Shipping Method, select one of the following:
    • Frost Bank Center - In-Store Pick-Up
  1. Complete the checkout process.
  2. A Confirmation Email will be sent to you, letting you know your order has been received.
  3. When your order is ready for pick-up at your designated location, you will receive a “Your Order is Ready for Pick-up Email” with instructions. 
    • FYI: If your order has not been picked up, you will receive follow-up emails informing you that you have 10 business days to pick it up before the order is refunded and placed back on the shelf. 
  1. When you arrive at the designated pick-up location, show the cashier or store associate your Pick-Up Order Email with your order number.
  2. The store associate will bring your order to you.

 

How do I redeem online store credit?

  1. Add your selected items to your cart
  2. Click on the cart button when you are ready to checkout.
  3. Click "Proceed to Checkout"
  4. Now, in your Order Summary, you will see your Store Credit applied and subtracted from your total remaining balance.
  5. Checkout

 

How to redeem Coupon Codes or Gift Certificates?

  1. Add your selected items to your cart.
  2. Click on the cart button when you are ready to checkout.
  3. At the bottom of the checkout window, you will see links for Gift Certificates and Coupon Codes. 
  4. Click the which code you wish to redeem (Coupon Code or Gift Certificate)
  5. A text field will open where you can input your code. 
  6. After you input the code, click "Apply," and you will see your balance update with the new remaining balance.

 

Can I use my online store credit or gift certificates in-store?

At this time, store credit and online gift certificates are only available for use online at www.spursfanshop.com and cannot be redeemed at either of our locations.

 

Don’t see your question here? Contact us with your question and we’ll provide an answer as soon as possible!