FREQUENTLY ASKED QUESTIONS
My Order
Who can I contact about my order?
Who can I contact about my order?
For the fastest response times, please email us at: shop@hersheypa.com
You can also contact us via phone at: 717-520-5104
*Please note that our office hours are Monday-Friday 8am-4pm*
For questions regarding gift cards, please use the following contact:
How do I return or exchange my product?
If you would like to return or exchange your item, you can do so within 30 days by returning in store at Hersheypark Supply Co, the Hershey Bears Team Store, or by mailing it back to the following address:
Retail Department Returns
100 West Hersheypark Dr
Hershey, PA 17033
If you are returning or exchanging by mail, please add a note stating your order number and that you are returning or exchanging the item. Once received, we will send out your new item or refund your item.
Free exchange labels can be provided for exchanges only (Please contact shop@hersheypa.com for a label). All items for return and refund require labels to be purchased by the customer. Items mailed back as an exchange will not be eligible for refunds if an exchange label was provided- exchanges only will be honored.
What do I do if my item was lost in transit or never received?
You will need to submit a claim via UPS for the missing item. Once a claim is submitted, please contact us using the methods above and provide us with the claim information. We will then be able to get a new item sent out as long as stock allows.
What do I do if I received an incorrect item or size?
Please contact us to report this mistake. We will then supply a return label for the incorrect item and ship out your new product.
Do you offer exchanges for broken or defective items?
Yes! We will provide a return label for any broken or defective items that were damaged prior to or during shipment, and ship out a replacement. Please contact us via email to inform us of this occurrence and provide a photo of the damage.
What items are returnable?
All items are returnable within 30 days with the exception of personalized jerseys and pre-order items, unless otherwise stated.
Please note that refunds are only applicable to product charges, and that shipping charges are not refundable.
How do I update or cancel my order prior to it being shipped?
Please contact us at: shop@hersheypa.com for any order cancelations or changes.
Shipping & Pick Up
Free Shipping Information
Free Shipping is offered for orders over $100. Shipping costs covered is caped at $20, meaning UPS Next Day Air, UPS 2nd Day Air, and International orders may not be covered. (Exceptions may be made for large orders). Please contact us for further questions.
When will my order be shipped out?
Our orders are processed within 3-5 business days and shipped out with UPS after. Please note that orders are not processed on weekends or holidays.
Please note that personalized Hershey Bears jerseys will be shipped out within an estimated 8-10 weeks.
How much will shipping cost?
Shipping costs are determined using real time UPS rates based on weight and distance.
Do you ship internationally?
Yes, however please note that shipment times are extended for international orders- typically 1-3 weeks.
Where and how do I pick up my order?
Orders can be picked up at Hersheypark Supply Co which is located next to the front gates of Hersheypark. Admission to the park is not needed to enter the store.
Store hours can be found at:
https://www.hersheypark.com/info/hours/
Address:
800 Park Blvd,
Hershey, PA 17033
On days Hersheypark is operational, please utilize Hershey's Chocolate World's free 3 hour parking to pick up your order.
Products & Shopping
How can I use my Season Ticket Holder/Employee Discount online?
At this time, we are only able to offer discounts in person and in store. We thank you for your understanding.
How long do personalized jerseys take?
All personalized jerseys are stitched by our in house stitching team, unless otherwise requested. Personalization has a typical turn around time of 8-10 weeks.
How do I care for my product?
Please follow the care instructions located in each apparel item. Please note that we recommend hang drying and cold washing any apparel items, and hand washing any drinkware.
When will certain products be back in stock?
We have a rotating assortment of items every season, so while your favorites may or may not be back next season, there may be an even better item coming soon. We unfortunately are not able to provide exact timeline of specific item restocks.
I saw an item in store that is not online. How can I order it?
Please contact us at: shop@hersheypa.com
Please provide a detailed description of the item (a photo if available), a best phone number to reach you, a shipping address for your order, and a best time to call during normal business hours. Once we check our stock to ensure availability, we will complete an order over the phone with you.
How do I purchase items from Multiple stores but have one shipment?
Please place your orders on each page individually:
Once all orders are placed, please email us at shop@hersheypa.com to inform us of your multiple orders-we will then refund all other shipping charges to ship all products together.
Where can I find the Hershey Lodge soaps?
All other soaps can be found on the following website, orders are able to be combined for shipping: