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FAQ: Cowboys shutdown

The halls are currently quiet at Cowboys HQ but there's still a skeleton staff working feverishly to make sure the North Queensland Toyota Cowboys are ready to get back to full operations as soon we get word that our boys can once again take the field.

While we're currently unable to answer individual queries due to the majority of our staff being stood down, we’ve compiled some information to help you stay up to date with your club.

Are the players and football staff still at HQ?

Our players and football staff including Head Coach Paul Green and Director of Football Peter Parr are on leave pending the resumption of the 2020 season.

However, they and their coaching and high performance staff are in constant contact with our players to ensure they have the support they need to stay fit and healthy during this isolation period.

Paul Green has assured members, fans and partners that the football team are committed to returning to the field in the best possible competitive shape.

Here’s what he shared with our media team: "While it’s disappointing that we cannot currently carry on with our season, we understand there are greater concerns for the community and the safety of our staff and players is paramount. Whilst we will take this opportunity to freshen up, our team will continue to train and keep themselves in good shape. Rest assured that when the season recommences, we will be fit and raring to go."

Is the membership department open?

Our membership team is included in the staff who have had to stand down, so unfortunately our membership department is currently closed to individual queries.

However, our Head of Membership and Ticketing is working on reduced hours to keep our members updated as a group – members, please check your inbox for email updates.

What's happening with my home or away membership?

Until further clarity is received from the NRL as to how many matches we will be able to host in 2020, or the scheduling of away matches, we are unable to determine how our membership program needs to be adjusted and the corresponding impact on your entitlements.

We understand this may be extremely frustrating for you but please be assured that we will move as quickly as possible to give you certainty once we receive it ourselves.

We would also like to assure you that once we know what the remainder of the 2020 season looks like, we will be constructing a range of alternatives to give you as much flexibility as possible to suit your own circumstances.

What's happening with membership instalments?

If you're currently on a payment plan with monthly instalments, these instalments have now been suspended pending further information from the NRL on the resumption of the 2020 season.

What's happening with Town High car parks?

As with our full season memberships, we are yet to determine next steps for car park holders pending knowledge of how many home games we may be able to play for 2020. We will keep you updated as information comes to hand.

Why haven’t I received my membership pack yet?

Members who purchased a membership prior to 1 February should have received their membership pack by now.

However, we are aware that some members who purchased after this date are experiencing a delay in receiving their membership packs.

We have been informed this is a result of the limited number of flights coming into Australia as well as the high demand on delivery transport within Australia.

However, please be assured that your pack has been ordered and we anticipate that you will receive it from our supplier in the next 4-6 weeks.

What's happening with my corporate hospitality membership?

We've been working through our Corporate Hospitality model and what that looks like now and into the future.

As a result, we can let you know that if you're currently on a payment plan or monthly instalment plan, your April payment (and subsequent payments) has been suspended pending further information from the NRL on the resumption of the 2020 season.

Please be assured that we'll move as quickly as possible to give you certainty regarding the status of your package and entitlements once we have more clarity around the 2020 competition.

We'll then be constructing a range of alternatives to give you as much flexibility as possible to suit your own circumstances.

Can I still buy Cowboys merchandise?

Yes! While our physical Team Shop at the Cowboys Leagues Club is currently closed, we're still able to fulfill online orders at cowboysteamshop.com.au.

Can I still get a members discount on merchandise?

Yes! To access your member discount on the new website, just log in using the email associated with your Cowboys membership as well as your previous Team Shop password. No problem if you don’t remember your password - you can reset it with the “forgotten password” function.

What's happening with tickets purchased through Ticketmaster?

Ticketmaster are currently processing refunds for casual ticket purchases for rounds 5-7. You should receive direct email communication from Ticketmaster about this process. You can contact them direct via ticketmaster.com.au/support from Monday to Friday, 8am to 6pm. 

Are you still selling membership?

With so few staff members currently working, we've made the decision to suspend selling new memberships so that our limited time can be spent on servicing our current members.

How do I request player appearances or donations from the club?

Due to the coronavirus pandemic (COVID-19), all community requests have been put on hold until further notice.

How can I support the Cowboys while you’re not playing?

We would love it if you were able to buy merchandise through our Team Shop or be a takeaway patron of our Cowboys Leagues Club. You can also support our Cowboys Community Foundation. We’ve also started a new campaign #stayinthefight encouraging our members and fans to share their Cowboys memories on social as a way of keeping our Cowboys community connected.

Is there anything else I can do to help my club?

Yes – please stay safe! We encourage all of our Cowboys family to follow the directions of their local and state governments so that you can protect yourself and those around you. We also urge you to seek professional support if the emotional toll of this pandemic is starting to become too much. We are all in this together and together we will get through this!