Review the policies and deadlines for recipient orders to understand your options if you need to cancel an order, report a problem, or request a refund or return.
📞 How Do I Contact Stadium Customer Support?
If you need help with a cancellation, refund, return, exchange, or delivery issue, contact Stadium Customer Support through any of these channels:
Email: hi@bystadium.com
Live chat: Use the chat option on the Stadium website.
Phone: +1 (888) 646-6883
Phone support hours: Monday through Friday, 8 a.m. to 5 p.m. Eastern Time (ET).
Include your order details and any relevant photos when reporting an issue.
⏰ Cancellations
Most orders can be canceled within 1 hour of placement, provided they are still eligible for cancellation.
If you accidentally placed an individual order when you meant to redeem a gift, you can also request cancellation within this 1-hour window.
Follow the instructions in our guide ✨How To Cancel An Order
⚠️Important Note:
Once an order has been fulfilled or has left the warehouse, it can no longer be canceled or refunded. Acting quickly gives you the best chance of canceling an eligible order.
🎁Virtual Gift Cards/Experience Vouchers
Virtual gift cards, experience vouchers, and similar digital products are non-refundable once they have been delivered digitally, redeemed, or created.
We recommend reviewing your selection before completing your purchase to ensure everything is correct.
💳 Unclaimed/Unused Physical Gift Cards
You can use the funds on your physical gift card for authorized purchases until the expiration date printed on the front of the card.
Look for the VALID THRU date embossed on the card.
Use your remaining balance before this date.
Once the card expires, it becomes void, and any unused funds are no longer available.
Planning to use your gift card before its expiration date helps you make the most of your balance.
📦 Returns and Exchanges
While most Stadium products are not eligible for returns or exchanges, an exception may apply to pre-purchased swag that your sender purchased and that is still in the Stadium warehouse.
Here's what to know:
Eligibility: The swag must still be in the warehouse.
Restocking fee: A $13 restocking fee applies.
Next step: Email hi@bystadium.com to check whether your item qualifies for a return.
Our support team can review your request and help clarify the options available for your item.
⚠️ Damaged or Incorrect Items
If your order arrives damaged or contains the wrong items, report the issue within
3 days of receiving your package.
To report the problem:
Take clear photos showing the damage or incorrect items.
Email hi@bystadium.com with your order details and photos.
Explain the issue so the support team can review your request.
These pictures help us process your refund or get you the right stuff. We just want to be sure we're on the same page!
💰Refunds
If you experience an issue with your order, contact Stadium Customer Support to have your situation reviewed.
Refund eligibility and available resolutions depend on the details of your order and the applicable policy. The team will review your request and explain the options available to you.
Please note: Funds cannot be removed from Stadium.
🚚 Returned Packages, Missing Packages, Marked as Delivered but Not Received
If you have any returned or lost packages, please don't hesitate to reach out to us within 30 days after the package was marked as delivered or returned. We are here to help and will do everything we can to investigate and find a solution for you.
🏠Incorrect address
If the courier identifies an incorrect or insufficient delivery address, contact Stadium Customer Support so the team can review your order and available options.
Depending on the product, reshipping may be possible.
If the item can be reshipped: You can request delivery to the correct address. Reshipping costs are your responsibility.
If the item cannot be reshipped: You will need to place a new order and cover the associated costs.
Contacting support promptly can help you understand the available options for your order.
📦Rejected by the recipient
In the rare event that your customer rejects the shipment during delivery, no need to stress! The package will be returned to the sender.
If you would like to send it again, you can arrange reshipment and cover the associated shipping costs.
If the product is returned after 30 days or is perishable and requires a new order, additional costs may apply.
📮Unclaimed packages
If you cannot receive the package at the specified address, check whether it is available for pickup at your local post office or carrier pickup point.
If the package remains unclaimed, it may be returned to the sender.
Here's what to do if this happens:
Contact Stadium Customer Support within 30 days after the package is marked as returned.
Provide your order details so the team can investigate.
If the package needs to be shipped again, please keep in mind that you will be responsible for the reshipping cost.
The support team can help you understand the next steps based on your shipment's status.
🧾 Where Can Senders Get Help With Refunds?
If you're the gift sender and need help with a refund, please contact your sales representative, account manager, or Stadium Customer Support at hi@bystadium.com.
Need more help? Contact us via CHAT / SEND AN EMAIL TO ✨hi@bystadium.com
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