Customer Service

Our business revolves around you and we pride ourselves on providing great customer service.

Please let us know how we can assist you. You may contact our customer service department by using our Customer Service Form. or by calling our customer service number, (844) 813-6770. Monday through Friday, 9 a.m. - 3 p.m. (CDT).

Shipping Rates & Times


Orders are shipped from our distribution center located in Davenport Iowa. We make every effort to process and ship your order within 24 hours of purchase for all orders placed on weekdays. Orders placed on weekends or holidays will be processed and shipped on the next business day. Customers will be notified if processing and shipping will exceed 48 hours for UPS air shipments and 72 hours for UPS ground shipments. Once your order is shipped, you will receive an e-mail confirmation of shipping with tracking information from either UPS or USPS. It usually takes 12 - 24 hours for the tracking numbers to be uploaded into the shippers system and be available for you to view.

Shipping rates are calculated during checkout and are based on the weight of the item, the destination, selected method of shipping and the rates in effect for UPS/USPS at the time of purchase.

If you need an item quickly or by a specific date, we recommend selecting expedited shipping during checkout.

Shipping times may be impacted by weather and other conditions outside of our control and specific shipping parameters cannot be guaranteed.

Returns & Exchanges & Replacements

We offer a 30 day Money Back Guarantee if you are not happy with your purchase for any reason. The returned product must be in new unworn condition with all original tags intact. The money back guarantee covers the cost of the product only and does not include shipping or handling costs. We guarantee the product to be delivered in satisfactory condition. Any issues concerning quality, wear, defective workmanship are solely the responsibility of the manufacturer. To return an Item within the 30 day return period, please click to download the Return Form (PDF version) or view it on the web RETURN FORM and include a copy of this form with your return.

Exchanges may be brought into any of our 4 store locations, with the discretion that they have the size and/or style you need. Returns may ONLY be returned to the online store (Package and ship to return address found on the RETURN FORM). If you're shipping an order back to the fulfillment center it will be process as a RETURN ONLY.

If you receive a damaged or defective item, please contact us immediately at customerservcie@theblackandgoldshop.com and include your order number and a description of the damage/defect. If product damage is incurred during shipping, shipping costs will be refunded. Please refuse delivery of any item that has incurred extensive visible damage during shipping and contact customer service at customerservcie@theblackandgoldshop.com. Please include you order number.

Returns or Exchanges WILL NOT be accepted for any Special Order Products, Authentic Merchandise, Customized Products, Intimate Apparel or Sale Item.

Security & Privacy

This site is secured by QuickSSL, utilizing 128-bit SSL certificates offering the highest level of encryption and security and is tested and certified daily by the "McAfee Secure" Security Scan. Your can feel safe in visiting and shopping our site and secure in the knowledge that we are safeguarding your confidential information.

Please view our Privacy Policy.

Please view our Terms & Conditions.

Phone Orders

Need help placing an order?
Can't find something you are looking for?
Having trouble ordering through the website?

Please call: 844-813-6770

Phone Orders Information
For Phone Orders or to speak with a Customer Service representative, please call: 844-813-6770

If you are in need of Support Assistance after hours, please contact our Customer Service Form.

Order By

All orders placed by (8am Central) are eligible to leave our Distribution Center the same day.

For specific details and shipping schedules, please see the Shipping page.

Pre Order Merchandise

If an item is available for PRE-ORDER this simply means you can buy it before it is available. The PRE-ORDER item(s) will be shipped separately from your order until they become available at our distribution center. Order information and availability is stated clearly on the website before adding the PRE-ORDER item to your cart. All pre-order merchandise will have a noted ship date on the product detail page.

Drop Ship Merchandise

Drop Ship and/or Special Order products will ship from Vendors Location.

Sizing Guides

Need help finding a size? The sizing guides section has charts for men, women and kids.

Please view our Sizing Guides

Why didn't I get an Order Confirmation Or Tracking Number sent?

Immediately upon ordering you will be sent an e-mail of an Order Confirmation that we encourage you to review. Similarly, when your order leaves our Fulfillment Center you will generally be emailed a Completion Notice and the USPS/UPS Tracking Numbers for your shipment.

If you are not receiving these correspondences, it is generally due to an incorrect e-mail address for your account or your E-mail Provider or E-mail Client has outside mail blocked via a Spam Blocking software package. If you are not receiving e-mail please check your registered e-mail address within your profile by logging in.

Also if you or your E-mail Provider are using Spam Block software please make sure the domain hawkeyefanshop.com is excluded from filtering.

Why doesn't my Tracking Number work on the USPS/UPS Website?

Tracking Numbers are generated and emailed at our Fulfillment Center at the time your package is prepared for shipping.

USPS/UPS often times requires additional time to get this information available to you online.

The Tracking Numbers are generally available within 12-24 hours after the Notification E-mail is sent.

Will my order be charged with sales tax?

In accordance with prevailing state laws Sales Tax is automatically added at the time of checkout for those People placing orders within the state of Iowa. Those People residing outside the state of Iowa are not charged.

I've made a mistake how do I cancel my order? To Cancel an order submit the request through the Customer Service Department.

Please include the Order Number and reason for the Cancellation.

Note that the request must be received prior to the order being shipped.

What forms of payment do you accept?

The Black and Gold Shop accepts: Visa, MasterCard, Discover, American Express as well as Hawkeye Fan Shop Online Gift Certificates.

You can enter your credit card number via our secure server with the assurance that all information is secure and safe.

How long will it take before I receive my order?

Please note:
Orders placed after 8:00am Central will not be processed until the next business day.

Every effort is made to process orders as expediently as possible and most orders are generally processed within 24 hours of purchase.

Customers will be notified if processing exceeds 48 hours for selected UPS Air Shipments and 72 hours for selected UPS Ground Shipments. Note that this applies to weekday orders only. There is no processing done on Saturday, Sunday, or holidays.

Further delays can sometimes be attributed to USPS/UPS shipping schedules. Please note that we cannot be responsible for USPS/UPS failing to ship within the confines of its promised delivery time. What is your Product Return Policy? On all products not covered by the exemptions listed below we offer a 30 Day Money Back Guarantee. This guarantee includes the purchase price of the product(s) only and is not extended to any shipping and handling fees that may have occurred.

Further the products must be returned in new, unworn condition with all original product tags intact.

Damaged or Defective Items:
If you receive a damaged or defective item, please contact us immediately at customerservice@hawkeyefanshop.com. We cover shipping charges if there was damage to the item due to shipping.

If there is extensive damage to the carton, please refuse delivery of the order and contact us immediately at customerservice@hawkeyefanshop.com. Please include your order number when you contact our Support Specialists.

Return Exceptions:
Returns or Exchanges cannot be granted on any Special Order Products, Authentic Merchandise, Customized Products, or Sale Items.

Product Warranties:
We guarantees the product to be delivered in satisfactory condition after which any issues concerning quality, wear, or defective workmanship are solely the responsibility of the manufacturer.

To Return:
If you should need to return a product and it is within the policy listed above please print the following RETURN FORM send it with the products.

How much do you charge for shipping?

Our Flat Rate Ground shipping is $5.99. Any other shipping method (which can be selected at checkout) is automatically calculated base on the current charges from each shipping company (weight, shipping method, and destination are all taken into account when calculating charges.)

Do you ship to PO Boxes?


Do you ship to APO or FPO Boxes?


Will I get a Tracking Number when the order is sent?

USPS/UPS Tracking Numbers are generally sent when the order is fully processed and marked as completed.

The Tracking Number for the order will also be available on the site under Order History in your account options.

Please note that these Tracking Numbers are not always active on the USPS/UPS site for 12-24 hours after we make them available and do not apply to Special Order products.