Cancel or Change an Order
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At a glance
- You can cancel or change an order within 24 hours of placing it.
- Changes include name, number, size, colour, lettering options and the shipping address.
- Cancellations are refunded within 7 days of the cancellation being confirmed.
- Make every request by email to support@jerzoo.shop with your order number.
- After 24 hours, you can still return the item within 60 days of delivery with a free label.
1. The 24-hour window
Every Jerzoo order can be cancelled or changed within 24 hours of the time it was placed. The clock starts with the time on your order confirmation email. Twenty-four hours gives you time to sleep on it, check the spelling of a nickname with the grandparents, or measure the dog one more time.
After 24 hours your order is already moving through processing, and we may no longer be able to stop it. That does not leave you stuck: once it arrives, you can return it within 60 days with a free return label, under our Returns & Exchanges Policy.
2. What you can change
| Change | Possible within 24 hours? | What to send us |
|---|---|---|
| Name on the jersey | Yes | The exact new spelling, in capitals if you want capitals |
| Number | Yes | The new number |
| Size (adult S–5XL, youth, pet) | Yes | The item and the new size |
| Colour | Yes, if available | The item and the new colour |
| Optional fields such as lettering or back print | Yes | What to add or remove |
| Shipping address | Yes | The full new address |
| Adding an item | Place a new order | Not needed |
If a change makes the price higher, for example adding the paid back print to a custom jersey, we will explain by email how the difference is handled before anything changes. If it makes the price lower, the difference is refunded within 7 days of the change being confirmed.
3. How to ask for a change
- Email support@jerzoo.shop within 24 hours of ordering.
- Put “Change” and your order number in the subject line.
- Write exactly what should change, for example: “Item 2, kids jersey: change name from AVA to EVA, number stays 11.”
- We reply within 24 hours on business days to confirm the change.
Your request counts from the time your email reaches us, so an email sent within the 24 hours is on time even if our reply comes later. Please do not place a second order to replace the first one; just email us.
4. How to cancel
- Email support@jerzoo.shop within 24 hours of ordering.
- Put “Cancel” and your order number in the subject line.
- Say whether you want to cancel the whole order or only some items.
- We confirm the cancellation by email.
- Your refund is issued within 7 days of the cancellation being confirmed, to the original payment method.
5. Refunds for cancelled orders
A cancelled order is refunded in full: item prices, any personalisation add-ons, and nothing deducted because shipping was free. The refund is issued within 7 days of the cancellation being confirmed. How long it then takes to appear on your statement depends on your payment provider. More detail is on the Refund Policy.
6. Why custom orders need a careful check
We print exactly what you type in the name and number fields on the product page, and we do not send a proof or mockup before production. That keeps things quick, but it means the 24-hour window is your chance to catch a typo. A few checks that help:
- Read the cart line out loud: “JOHNSON 23” is easier to check spoken than seen.
- Check letters that look alike: O and 0, I and 1, S and 5.
- For family sets, check that each person’s size matches the right name.
- For pet jerseys, check the pet size against your measurement, not the breed.
7. What we cannot change
We print only original text and numbers. If a change request asks us to add a real team name, a league name, a player’s name used with team branding, or any logo or trademark, we cannot make it, and we may cancel and refund the item instead. See our Intellectual Property Policy for why.
8. After the 24 hours
Once 24 hours have passed, please still write to us. If the order has not yet been processed we will try to help, but we cannot promise it. If it has shipped, wait for delivery and use the 60-day return window with the free label. For an address mistake after shipping, we will help you contact the carrier, but the carrier decides whether a redirect is possible.
9. Orders cancelled by us
Very occasionally we have to cancel an order ourselves, for example if the text typed includes protected names, if payment could not be confirmed or if an item cannot be made. We tell you by email and refund within 7 days of our cancellation email.
10. Examples
Wrong number
You order a custom kids jersey with number 12, then realize your daughter wears 21. You email us four hours later. We change the number and confirm by email. Nothing else changes.
Change of mind on a family set
You ordered four matching jerseys but the family trip is off. You email us within 24 hours asking to cancel all four. We confirm, and the full amount is refunded within 7 days of the confirmation.
Address typo
You typed the wrong apartment number. You email us the next morning, inside 24 hours. We update the address before the parcel leaves.
11. Common questions
Can I cancel by phone?
No. Support is by email only, which also gives you a written record of the request.
Can I cancel only one item?
Yes, within 24 hours. The other items continue as normal.
What if I miss the window by a few minutes?
Write anyway. If processing has not started we will do what we can; if not, the 60-day return is still open to you.
Timeline of an order, and where you can still step in
| Stage | When | What you can do |
|---|---|---|
| Order placed | Hour 0 | Cancel or change anything by email |
| Change window open | Up to 24 hours | Cancel or change anything by email |
| Processing | 1–3 business days | Write to us; changes may no longer be possible |
| Shipped | After processing | Track the parcel; return within 60 days of delivery |
| Delivered | 7–14 business days after shipping | Return or exchange within 60 days, free label |
Changing a personalised family order
Family orders often have many names and numbers. When you email a change, list every item that changes and leave out the items that stay the same. For example: “Adult jersey, size L: name stays MOM, number changes from 1 to 10. Dog jersey, size pet M: name changes from BISCUIT to BISCOTTI.” Clear lists help us make the right changes the first time.
If you would like the whole set to use a different lettering option, say so once for the whole order, and we will apply it to every item that offers the option.
Paid add-ons and changes
Some custom products have optional paid fields, such as a back print. These are charged only when you fill or tick them. If you ask us to remove one within 24 hours, the add-on is refunded within 7 days of the change being confirmed. If you ask us to add one, we tell you by email how the extra amount is handled before we change the order. Nothing is ever added to your order without you asking.
Duplicate orders
Pressed the button twice? It happens, especially on mobile. If you see two confirmation emails for the same items, email us within 24 hours with both order numbers and we cancel the duplicate. The refund for the duplicate is issued within 7 days of the cancellation being confirmed.
Why we use email for every change
Jerzoo support works by email only. That might sound slower than a phone call, but for printed names and numbers it is safer: you write the exact spelling once, we copy it exactly, and both of us keep a written record. If a change ever goes wrong, the email thread shows what was asked and what was done, which makes it easy to put right.
Checking your confirmation email
Your order confirmation email lists every item with its size, colour and the personalisation you typed. Open it as soon as it arrives and check each line. If anything is off, reply within 24 hours. If the confirmation does not arrive within an hour, check your spam folder, then write to us so we can resend it and confirm the email address on the order.
Changes for gifts
Buying a surprise jersey for a niece or a friend’s new puppy? If you find out the size, the spelling of a name or the delivery address is different from what you guessed, email us within 24 hours and we update the order. If you learn it after the 24 hours, the gift recipient can still exchange the size within 60 days of delivery, using the free return label. Many gift buyers choose a size up for kids so that the jersey lasts longer.
What our reply looks like
When we confirm a change or cancellation, our email repeats exactly what was changed, in the same format as your confirmation email: item, size, colour, name, number and any optional fields. Please read it once. If anything is still not right, reply to the same email within the 24 hours, so the conversation stays in one thread and nothing gets lost.
Changes and the delivery estimate
A change made within 24 hours does not restart your order or change the delivery estimate in a meaningful way. Processing remains 1–3 business days and transit 7–14 business days to the US, Canada, Australia and New Zealand. A cancelled item, of course, does not ship at all, and its refund is issued within 7 days of the cancellation being confirmed.
Words used on this page
- 24-hour window: the 24 hours after the time shown on your order confirmation email.
- Change: an edit to an item’s name, number, size, colour, options or the shipping address.
- Cancellation confirmed: the moment our email confirms the cancellation; the 7-day refund count starts here.
- Processing: the 1–3 business days in which your order is prepared before shipping.
If anything on this page is unclear for your situation, describe it in an email and we will explain what applies to your order.
Before you order: a two-minute check
The easiest change is the one you never need. Before paying, open each cart line and check the name, the number, the size and the colour, one item at a time. For family sets, line the sizes up next to the people: adult sizes S to 5XL for grown-ups, youth sizes for kids, and pet sizes for the four-legged players. Check that nobody’s name has an extra letter from fast typing on a phone. Then pay, and keep the confirmation email open for a quick final look; you still have 24 hours.
12. Contact
Email support@jerzoo.shop. We reply within 24 hours on business days. Jerzoo, 4477 Preserve Dr, Hoover, AL 35226, US. Related: Shipping & Delivery, Order Tracking, Help Center.