Contact Us
Last updated:
Reach the Bench Fast
- Email: support@jerzon.shop is our only support channel.
- Reply time: within 24 hours on business days.
- Change or cancel: email us within 24 hours of placing the order.
- Returns: 60 days with a free return label; refund within 7 days of receiving the return.
- Best subject line: your order number plus one or two words, for example “Order 1042 size swap”.
- Never send: card numbers, passwords or bank details by email.
Email Is Our Huddle
Every question at Jerzon goes through one inbox: support@jerzon.shop. We do not run a phone line, live chat or social media inboxes, so email is the place where your message gets read and answered. One channel means nothing gets lost between a call, a chat window and a direct message, and you always have a written record of what we agreed.
We reply within 24 hours on business days. A message sent on a Saturday night after the late game is picked up on the next business day. If your question is about changing an order, send it as soon as you spot the problem, because the 24-hour change window runs from the moment the order was placed, not from when we reply.
Prefer a structured form?
If you like having the right boxes to fill in, the Submit a Ticket page walks you through it by topic and sends your request to the same support inbox. Either route reaches the same people and the same queue.
What to Put in Your Message
A good message saves a round of back-and-forth. Think of it like a lineup card: the details we need are always the same.
- Order number. It is in your order confirmation email and in My Account. Put it in the subject line.
- The name used at checkout. Especially if a teammate placed the order or the email address differs from the one you are writing from.
- Which cart line. Team orders have one line per player, so tell us the name on back, the number and the size of the line you mean. “The KOWALSKI 22 line, size XL” is perfect.
- What you want to happen. Swap a size, correct a spelling, cancel, start a return, ask about delivery timing. One clear request per message works best.
- Photos when relevant. If something arrived with a problem, a clear photo of the item and the lettering helps us understand it quickly. Photos you send us are deleted 30 days after delivery.
What not to put in your message
Never email us a card number, security code, online banking login or account password. We will never ask for them. If a message claiming to be from us asks for payment details, do not reply to it; forward it to our support address instead so we can look at it.
Writing for a teammate
Captains often handle questions for the whole roster. That is fine. Write from the email used on the order if you can, and tell us which player the question is about. If a player emails us directly about a team order they did not place, we may need to confirm the change with the person who placed it before acting on it.
Pick the Right Play for Your Question
Many questions already have a full answer on one of our pages. The table points you to it, and you can always email us if something is still unclear.
| Your question | Start here | When to email us |
|---|---|---|
| Where is my order? | Order Tracking or My Account | When the status has not moved or you want an update |
| Fix a name, number or size | Cancel or Change an Order | Right away, within 24 hours of ordering |
| Cancel the order | Cancel or Change an Order | Within 24 hours of ordering |
| Send something back | Returns & Exchanges | Within 60 days, to get your free return label |
| When does my money come back? | Refund Policy | If 7 days have passed since we received your return |
| How long is shipping? | Shipping & Delivery | For a deadline question before you order |
| Which size should I pick? | Size Guide | If a player sits between two sizes |
| How does checkout work? | Payment Methods | If checkout shows an error |
| General questions | FAQs and Help Center | When your question is not covered |
| Your data | Privacy Policy | To ask for a copy or deletion of your data |
| Copyright concern | DMCA | To send a notice |
Common Requests and How We Handle Them
Here is what happens after you hit send for the requests we see most often.
Change a size, name or number
Say a winger texts the captain five hours after a 14-jersey hockey order: he wants 2XL, not XL. The captain emails us with the order number and that player’s line. Because it is inside the 24-hour window, we update the line before it goes to print. If any price changes, for example from XL to 2XL adding $2, we tell you how it is settled. If the same request arrives three days later, the jersey is already in production; we will point you to the 60-day return route instead.
A spelling mistake on the back
We print exactly what was typed and send no proof first, so a typo in the Name on back field goes straight onto the jersey unless you tell us in time. Email us within 24 hours with the correct spelling, letter by letter, and we fix it. Writing the name in capitals in your email helps, since that is how it will be printed.
Cancel an order
Email us within 24 hours of placing it. Tell us whether you want the whole order cancelled or only some cart lines. Once confirmed, the refund for the cancelled part goes back to the original payment method within 7 days.
Start a return
Email us within 60 days, tell us which items are coming back and whether you want a refund or store credit. We send a free return label, including for personalised items and change-of-mind returns. There is no restocking fee. When the return reaches us, the refund goes back to your original payment method within 7 days. Store credit never expires.
Something arrived wrong
If the jersey arrived with a problem, or it does not match what was in your cart, email us with the order number and clear photos of the item and the lettering. Contact us as soon as you notice and we will help you sort it out.
A parcel is taking a long time
Orders take 1-3 business days to process and then 7-14 business days in transit to the US, Canada, Australia and New Zealand. A parcel to Perth or Christchurch can use the full 14 business days. Check Order Tracking first. If the time has passed or the status looks stuck, email us and we will look into it and help.
Questions about duties or local taxes
We ship from the USA. For orders to Canada, Australia and New Zealand, any import duties or taxes depend on the destination country. Contact us before ordering if you want help understanding what may apply to your parcel. We do not collect sales tax on orders.
Questions Before You Order
Pre-order questions are welcome. A few we answer often:
- Can you print our league logo or a pro team’s colours and name? No. We print original designs plus your own name and number only. We cannot print team names, logos or trademarks. See the Intellectual Property Policy.
- Do you send a proof? No proof or mockup is sent. The live preview on the product page shows the name and number as you type, with a Front/Back toggle.
- Is there a team discount? No. Prices are the same for one jersey or a full roster, and shipping is always free.
- Which sizes do you carry? Adult S to 5XL on all apparel. 2XL and 3XL cost $2 more, 4XL and 5XL cost $4 more. Socks come in length sizes.
- Can I ship to two addresses? Each order ships to one address. Place a separate order for each address.
- Is the number 0 the same as 00? No. We print what you type: 0, 00 or any number up to 99.
If your question is about a product detail not shown on its page, ask before ordering and we will tell you what we can.
| Moment | Time limit | What you can do |
|---|---|---|
| Just ordered | Within 24 hours of placing the order | Cancel, or change names, numbers, sizes, colours or address |
| In production or in transit | 1-3 business days processing, 7-14 business days transit | Ask for a status update |
| Delivered | Within 60 days | Return for a refund or store credit with a free label |
| Return received | Within 7 days | Refund issued to the original payment method |
Sample Messages That Get Answered First Time
Not sure how to word it? Borrow one of these and swap in your own details. Short and specific beats long and vague every time.
Size swap inside the change window
Subject: “Order 2187 size change”. Body: “Hi, on the line for MORALES, number 14, please change the size from XL to 2XL. Everything else on the order stays the same.” That gives us the order, the exact line, the old value and the new value in two sentences.
Spelling correction
Subject: “Order 2187 name fix”. Body: “The line with number 22 says KOWALSKY. It should read K-O-W-A-L-S-K-I. Size and lettering colour stay as ordered.” Spelling the name letter by letter removes any doubt.
Return request
Subject: “Order 1960 return”. Body: “I would like to return the Lace-Up Collar Hockey Jersey in size L because I prefer a different colourway. Please send the free return label. I would like a refund to my original payment method.” If you would rather have store credit, say so here instead.
Delivery question for Canada
Subject: “Order 2301 delivery to Toronto”. Body: “Our soccer jerseys and Rec League Soccer Socks are going to our club secretary. Status has shown shipped for a while. Can you check on it?” Include the destination city so we can compare it against the normal 7-14 business day transit time.
Two addresses, two orders
A softball coach ordering Two-Button Baseball Jerseys for the roster to the field house and a Bench Warm-Up Hoodie for herself at home should place two orders. If you have already placed one combined order by mistake, email us within 24 hours with both addresses and tell us which items go where, and we will tell you how we can sort it out.
Business Details
Jerzon is the business that runs this website and handles your order.
Jerzon, 1735 East Carson Street Ste 226, Pittsburgh, PA 15203, US
This is our business address, not a returns drop-off or pickup point. Please do not send returns there unless your return label says so; always start a return by email so we can send you the right label.
Email: support@jerzon.shop. Replies within 24 hours on business days.
Our promise when you write
You get a real reply from a person who has read your order, not a template that ignores your question. If we need more information, we ask once and clearly. If we cannot do something, such as printing a league mark, we say so plainly and suggest what we can do. That is how we keep the bench happy.
New here? The About Us page explains what we sell and the rules we follow, and the shop is open whenever you are ready to build your roster.