Cancel or Change an Order

Last updated: November 9, 2026

Line change needed? Move fast. Every Jerzon jersey is printed with exactly what you typed, and there is no proof step before production, so the first 24 hours after checkout are your window to cancel an order or fix a detail. This page explains what you can change, how to ask, what happens once the window closes and how refunds for cancelled orders work. It applies to every order placed on jerzon.shop.

1. The 24-hour window and why it matters

Orders go into preparation quickly. Our preparation time is 1-3 business days, and personalised jerseys are printed as part of it. Because we do not send a proof or mockup, the details in your cart become the details on the jersey. The 24-hour window gives you a chance to catch a mistake, a late roster change or a change of plan before anything is printed.

How the clock runs

The 24 hours start at the time on your order confirmation email and run around the clock, including weekends. Your email must reach us inside those 24 hours. A request sent at hour 23 counts; a request sent at hour 25 follows the return route.

Check before you pay

The best change is the one you never need. The live preview on each custom product page shows the name and number over the product photo as you type, with a Front/Back toggle. Read every cart line aloud before checkout: spelling, back number, lettering colour, size and add-ons.

2. How to ask for a change or cancellation

1. Write to us at support@jerzon.shop from the email address used at checkout, if you can.
2. Put the order number in the subject line, followed by “Change” or “Cancel”.
3. Say exactly what should change. For roster orders, name the cart line: the player’s name as currently typed, the current number and size, and the new value.
4. Wait for our reply. We confirm by email what we changed or cancelled. Until you have that confirmation, the order stands as placed.

One email, every change

If several players need fixes, put them all in one email. Several separate emails about one order arriving over a few hours make it easier for a change to slip. A simple list works best, one line per player.

3. What can be changed inside 24 hours

When a change costs more

If a change adds cost, such as moving a jersey from XL to 2XL or ticking the sleeve number add-on, we email you how to pay the difference. If a change lowers the price, we refund the difference to your original payment method within 7 days.

Adding a player to the order

We cannot add new cart lines to an order that has already been placed. Place a separate order for the extra player. Shipping on that order is free too.

4. Common fixes, worked through

The misspelled surname

A captain types “KOWALSKY” into the Name on back field. The player spells it “KOWALSKI”. The captain spots it the next morning, well inside 24 hours, and emails us the order number, the cart line and the correct spelling. We update the line before printing and confirm by email. Without that email, we would have printed “KOWALSKY”, because we print exactly what is typed.

The winger who sizes up

A beer-league hockey captain orders fourteen Custom Name & Number Hockey Jerseys. Five hours later a winger texts that he wants 2XL, not XL. The captain emails us straight away; we change that line to 2XL and ask for the $2 difference. If the same text had arrived three days later, the XL would already be printed. It could still be returned within 60 days with a free label and a new 2XL ordered, as explained in the Returns & Exchanges Policy.

0, 00 or 99

The number field accepts 0 to 99. A single “0” and a double “00” are different entries, so type exactly what the player wants on the back. If you typed 0 and meant 00, or typed 9 and meant 99, that is a change we can make inside 24 hours.

The sleeve number nobody wanted

If you ticked “Repeat the number on both sleeves” on a hockey jersey by accident, email us inside 24 hours. We remove it and refund the $5. If you meant to tick “Small chest number” on a football or soccer jersey and forgot, we can add it and you pay the $3.

5. Cancelling an order

Changed your mind about the whole order, or the team folded before opening day? Email us within 24 hours of placing the order and ask us to cancel. You can cancel the entire order or only some cart lines. Once we confirm the cancellation, we issue a refund to your original payment method within 7 days. Nothing needs to be sent back because nothing has been printed or sent.

Cancelling part of a roster order

If one player drops out, cancel only that player’s line. The rest of the order goes ahead as placed. Each cancelled line is refunded in full, including any add-on and size upcharge paid on it.

After the window has closed

After 24 hours, the order is normally already in preparation and cannot be cancelled. You still have options: once the parcel arrives, return any item within 60 days, personalised items included, using a free return label. The money comes back within 7 days of us receiving the return, as explained in our Refund Policy.

6. Address changes and shipping

Within 24 hours, we can change the shipping address to any address in the United States, Canada, Australia or New Zealand. Orders ship from the USA and we cannot ship to other countries. Once the order has been sent, we cannot promise to change the destination; contact us and we will help with what is possible. Delivery estimates and the address checklist are on our Shipping & Delivery page.

Splitting one order across two addresses

Each order goes to one address. If you realise half the order should go to another person, we can cancel those lines inside 24 hours and refund them, and you can place a second order to the other address.

7. What we cannot change or print

Some requests are outside what Jerzon offers, at any time. We cannot print pro team names, league names or marks, logos, another person’s trademark, or a famous player’s name. Our designs are original, and personalisation is your own name and number. If an order asks for any of these, we may cancel it and refund it in full within 7 days. Our Intellectual Property Policy explains why.

Lettering details outside the fields

We print only what the product page fields allow: a name up to 12 characters in capitals, a number from 0 to 99, one of three lettering colours and the add-on offered for that product. We cannot change fonts, add a second name or move the lettering to a different place on the jersey.

8. When Jerzon cancels or pauses an order

Rarely, we may need to cancel an order ourselves, for example if payment cannot be confirmed, the shipping address is outside the four countries we serve, or the personalisation breaks the rules above. If a detail looks unclear, such as an empty name field on a line that clearly needs one, we may pause and email you before printing. If we cancel, we tell you why by email and refund the full amount within 7 days.

Payment problems

If checkout did not complete, the order will show as pending payment in My Account. Nothing is prepared until payment is confirmed. Email us if you think you were charged for an order that does not appear.

9. A captain’s checklist before you hit pay

Most change requests come from roster orders put together in a hurry after practice. Two minutes with this list saves a lot of emails.

• Collect names in writing. Ask each player to text their name exactly as it should appear, rather than relying on memory. Twelve characters is the limit, and everything prints in capitals.
• Confirm numbers twice. Make sure no two players picked the same number unless that is intended, and check single versus double digits such as 7 and 07.
• Agree on the lettering colour. White, Hi-Vis Yellow and Black read differently on each colourway. Pick one for the team and use it on every line.
• Settle sizes before ordering. Have players compare a shirt they already own using our Size Guide. Remember hockey jerseys are cut wide and soccer jerseys sit closer to the body.
• Decide on add-ons as a team. Sleeve numbers on hockey jerseys and small chest numbers on football and soccer jerseys look best when the whole roster matches.
• Pick one delivery address. Choose who receives the box and double-check the postal code.
• One cart line per player. Add each jersey separately so every player’s name, number and size has its own line.

If the roster changes after 24 hours

New signings happen. A player who joins after the window closes simply gets a new order. A player who leaves can have their jersey returned within 60 days of delivery for a refund or store credit that never expires. Nobody is stuck with a shirt they cannot use.

Ordering for a mixed-sport club

A club running both a softball side and a soccer side can put both in one order, but any change to either side still needs to reach us inside the same 24-hour window. If the soccer side is still finalising names, it can be easier to place two orders on different days.

10. Change or cancel requests: contact us

Email support@jerzon.shop with your order number and the exact change. We reply by email only, within 24 hours on business days, so send your request as early as you can inside the 24-hour window. You can also use Submit Ticket, check your order in Order Tracking, or read the FAQs.

Business details: Jerzon, 1735 East Carson Street Ste 226, Pittsburgh, PA 15203, US.