New York StateParks Store

Return Policy

Alert

    Return/Cancellation Policy

    In-person orders are non-refundable and non-returnable.

    If you checked out online as a Guest, your order is non-refundable and non-returnable.

    Online orders are final at 11:55PM the day of your order. If you want the option to cancel your order, you must register for an account or sign-in to an existing account.

    Instructions for canceling your order if you used an account:

    1. Click sign-in under My Account on the main page of shop.parks.ny.gov. If on a computer, it should be on the right side of your screen. If on a mobile device, you may have to click the hamburger icon (the triple bar or trigram symbol ☰) to see this menu.
    2. Enter the e-mail address and password you used at the time of placing the order. (If you checked out as a Guest, you cannot cancel your order).
    3. Click "View Orders" under Order History
    4. Select the order you wish to cancel and click the cancel button located in the bottom right corner of that screen.
    5. Click Continue
    6. Print your "Cancel Order Confirmation" for your records.

    If you have tried the above and were unsuccessful, please call the Empire Pass Albany office the same day as your order at 518-474-0458.

    Replacement Policy

    Free replacements for the Empire Pass are available in-person only at any NYS Park which sells the Empire Pass, as long as the replacement is necessary due to regular wear and tear. For all other replacements, there is a $17 charge.

    Procedure for replacing a lost/stolen/destroyed Empire Pass in-person at any NYS Park which sells the Empire Pass:

    1. Go to the main office and request a replacement Empire Pass.
    2. Present verification of the original pass purchase (the damaged pass, the order number, the order confirmation e-mail, etc.)
    3. Pay the $17 replacement fee with a credit card, check, money order, or cash.
    4. Receive the replacement Empire Pass

    Procedure for replacing a lost/stolen/destroyed Empire Pass through the mail:

    Mail in a completed Empire Pass Replacement Request Form along with the following:

    • a check or money order (we do not accept cash or credit card payments via mail)
    • proof of original purchase in the form of the damaged pass, the order number, the order confirmation e-mail, etc.) to:
          Empire Pass
          NYS Parks
          Albany, NY 12238

    Once received, we will process the request and mail the replacement card. You will receive a confirmation e-mail of when this occurs if you provide an e-mail address with your replacement request.