Submit a Ticket
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Opening a ticket, at a glance
- Tickets go by email to support@jerzon.shop. Pick a ticket type below and your email app opens with the subject ready.
- We reply within 24 hours on business days.
- Include your order number, the name used at checkout and a clear description.
- Changes and cancellations are possible within 24 hours of placing the order, so send those first.
- Never send card numbers, passwords or one-time codes. We will never ask for them.
Call the play: choose your ticket type
Every good huddle starts with a clear call. Choose the ticket type that matches your request and click the link. Your email app opens a new message to our support inbox with the subject line already filled in. Add your details, hit send, and the ticket is open. Picking the right type helps us route it straight to the right answer.
| Ticket type | Use it when | Open the ticket |
|---|---|---|
| Change an order | You need to fix a name, number, size, lettering colour or address within 24 hours of ordering. | Open a change ticket |
| Cancel an order | You want to cancel within 24 hours of ordering. | Open a cancel ticket |
| Order status | You want an update on where your order is. | Open a status ticket |
| Return or exchange | You want to send an item back within 60 days. | Open a return ticket |
| Refund question | You want to ask about a refund or store credit. | Open a refund ticket |
| Damaged or wrong item | Something arrived damaged, defective or different from your order. | Open a damage ticket |
| Size or product question | You need help choosing a size or a product before you buy. | Open a product ticket |
| Privacy request | You want to access, correct or delete personal data we hold. | Open a privacy ticket |
| Something else | Your question does not fit any type above. | Open a general ticket |
If the links do not open your email app
Some browsers and work computers do not have an email app set up. In that case, copy our address, support@jerzon.shop, into any email service you use and write the ticket type at the start of the subject line, for example “Ticket: Change an order”. It works exactly the same way.
What to put in your ticket
A complete ticket gets a complete answer on the first reply. Missing details mean a back-and-forth, and when you are inside the 24-hour change window, that time matters.
Required for every ticket
- Your name as used at checkout.
- Your order number, if your question is about an order. You will find it in your confirmation email and in My Account.
- The email address used at checkout, if you are writing from a different one.
- A clear description of what you need, in a few short sentences.
Extra details by ticket type
| Ticket type | Also include |
|---|---|
| Change an order | Which cart line or player, what it says now, and exactly what it should say. Spell names in capitals. |
| Cancel an order | Whether you want the whole order cancelled or only some lines. |
| Order status | The shipping address and the date your order was placed. |
| Return or exchange | Which items you want to return and why, and whether you prefer a refund or store credit. |
| Refund question | The item or order the refund relates to and the date you sent the return. |
| Damaged or wrong item | A short description and a clear photo of the problem and the item label. |
| Size or product question | The product, your sport, whether you wear pads and the size of a top you already like. |
| Privacy request | What you want us to do with your data and the email address linked to your orders. |
Write it so we get it right the first time
We print exactly what is typed and we do not send proofs, so precision in your ticket is as important as precision at checkout. Here are a few examples of tickets that get solved in one reply.
A spelling fix
“Order number 1234. Line 6, Name on back is KOWALSKY. It should be KOWALSKI. Number 19 stays the same.” This is clear, names the line, and spells the correct name in capitals. If it reaches us within 24 hours of the order, we fix it before printing.
A size switch for a teammate
A beer-league hockey captain orders 14 Custom Name & Number Hockey Jerseys and five hours later a winger asks for 2XL instead of XL. A good ticket says: “Order number 1234. Player number 11, name REYES, change size from XL to 2XL.” We will update the size and the price, since 2XL costs $2 more, and let you know how the difference is handled.
A number question
If a player wants 00 instead of 0, write both clearly: “Change number from 0 to 00.” Numbers from 0 to 99 are accepted. If you want to add or remove “Repeat the number on both sleeves” (+$5, hockey jersey) or “Small chest number” (+$3, football and soccer jerseys), say so in the same ticket.
A design request we cannot take
If you are hoping to add a pro team’s logo, a league mark or a famous player’s name, we cannot print team names, logos or trademarks. We print our original designs plus your own name and number. You can still ask us about lettering colour choices and which of our colourways might suit your team. See our intellectual property policy for more.
What happens after you hit send
Here is how a ticket moves from your inbox to an answer.
- Your email reaches our support inbox. The subject line tells us the ticket type right away.
- We read it and check your order. We look up the order number and check what you asked against what was ordered.
- We reply within 24 hours on business days. The reply comes from support@jerzon.shop. Add it to your contacts so it does not land in spam.
- We act or ask. If everything is clear, we make the change, start the return or answer your question. If something is missing, we ask a short follow-up.
- We close the loop. Once your request is done, we confirm by email. Keep that message for your records.
Reply in the same thread
When we answer, reply to that same email instead of opening a new ticket. That keeps the full history in one thread and helps us move faster. A new subject line can look like a new request and may slow things down.
Business days and weekends
Business days are Monday to Friday, not counting public holidays. A ticket sent on Saturday is answered by the end of the next business day at the latest. If you are inside the 24-hour change window, send the ticket as soon as you notice the problem, even at the weekend, because the window runs from when the order was placed.
Timing that matters
Some requests are time-sensitive. This table shows the windows that apply, so you know when to send what.
| Request | Window | What happens |
|---|---|---|
| Change or cancel an order | Within 24 hours of placing it | We update or cancel before production. A cancelled order is refunded within 7 days to the original payment method. |
| Return an item | Within 60 days | We send a free return label. No restocking fee, personalised items included. |
| Refund after a return | Within 7 days of receiving the return | Refund to the original payment method, or store credit on request. |
| Our reply to your ticket | Within 24 hours on business days | We answer by email from support@jerzon.shop. |
More detail is on our cancel or change an order, returns and exchanges and refund policy pages.
Keep your account and payment safe
Email is not the place for sensitive information. Please never include any of these in a ticket:
- Full card numbers, security codes or expiry dates.
- Passwords for your Jerzon account or any other account.
- One-time codes or verification codes sent to your phone or email.
- Bank account details or government ID numbers.
We will never ask you for any of these by email. If you receive a message that claims to be from us and asks for them, do not reply and let us know at support@jerzon.shop. If you have forgotten your password, use the reset link on the My Account sign-in page instead of emailing us.
Photos you send us
For damage or wrong-item tickets, a photo helps us understand the problem. Photos customers email us are deleted 30 days after delivery. Avoid photos that show faces, home addresses or other personal details. Read how we handle your information on our privacy policy.
Help before you write
Some answers are a click away. If your question is about one of these topics, the page below may solve it faster than a ticket:
- Sizes and fit for hockey, football, baseball and soccer styles: size guide.
- Where your order is: order tracking.
- Delivery times to the US, Canada, Australia and New Zealand: shipping and delivery.
- Common questions from captains and players: FAQs and the help center.
Ordering for a whole team
Before you open a product ticket about a roster order, remember that each player is a separate cart line with their own size, name and number. We do not offer bulk or team discounts; each line is priced on its own size. If you need to ship to two addresses, place two orders.
Captain’s checklist before sending a roster ticket
Roster tickets carry the most detail, and the most room for mix-ups. Run through this list before you hit send.
- List every affected player by back number and name, one per line, so nothing gets merged.
- For each player, write what the line says now and what it should say. Do not only send the new version.
- Check the lettering colour too: White, Hi-Vis Yellow or Black. A colour change counts as a change and follows the same 24-hour window.
- If you need several changes, send them all in one ticket rather than one ticket per player. One thread is faster for both of us.
- If you are not sure whether your order is still inside the 24-hour window, send the ticket anyway. We will tell you straight away what is still possible.
Changes after the window
Once the 24 hours have passed, the order is in production and cannot be edited. That does not leave you stuck. When the items arrive, each one can go back within 60 days with a free return label, personalised items included, and you can reorder the corrected version. Open a return ticket when the parcel lands and list the lines you are sending back.
One ticket, one order
If you placed more than one order, for example one for the players and one for the coach, open a separate ticket for each order number. Mixing two orders in one email makes it harder to track what was done for which.
Reach the Jerzon support team
Email support@jerzon.shop. We handle every request by email, so there is always a written record of what was asked and agreed. We reply within 24 hours on business days. For other ways to find answers, visit our contact us page.
Jerzon, 1735 East Carson Street Ste 226, Pittsburgh, PA 15203, US.