Contact Us

Last updated: November 9, 2026

1. One inbox, real answers

Jerzoo handles customer support by email only. There is no phone number, no live chat and no social media inbox. That might sound old-school, but for personalised jerseys it is the clearest way to work: names, numbers and sizes are written down, nothing gets misheard, and you can always scroll back to see exactly what we agreed.

Send your message to support@jerzoo.shop. A person reads it and replies within 24 hours on business days. If you write on a Friday evening, expect our answer by the end of Monday. If you write on a US public holiday, the clock starts on the next business day.

2. Business details

The address above is our business address for correspondence and legal notices. It is not a shop you can visit, and it is not the return address. Please do not post returns to it: when you start a return, we email you a free return label with the correct destination already filled in. See Returns & Exchanges for the steps.

3. What to put in your email

The more we know on the first message, the fewer messages you need to send. A good support email looks like this:

• Subject line: your order number and a few words about the topic, for example “Order 1234 – change number on kids jersey”.
• Your name and the email address used at checkout, if you are writing from a different address.
• What you need: change, return, size question, delivery question, something else.
• The exact details: which jersey, which size, the name and number as they should read.
• Photos if something arrived damaged or looks wrong. A clear photo of the front, the back and the label helps us act straight away.

Photos you send about an order are deleted 30 days after delivery. We use them only to sort out your request.

4. Which page answers your question

Many questions already have a full answer on one of our help pages. Here is a quick map, so you can get going even before we reply:

5. Personalised jersey questions

Most of our email is about names and numbers, so here is what helps most:

Before you order

Not sure if a long name will fit, or whether to write “Jr.” or “JR”? Type it into the field on the product page and watch the live preview. The name field takes up to 12 letters and the number field takes 0 to 99. If you still have a question, email us the product name and the exact lettering you have in mind, and we will tell you what to expect.

After you order

We print exactly what you typed, and there is no proof step before production. If you spot a typo, email us within 24 hours with your order number, the jersey it applies to and the corrected lettering written out in full. After 24 hours the jersey may already be in production, and we cannot promise a change.

Names we cannot print

We do not print the names or logos of real clubs, leagues, sports brands or famous players. If an order includes one, we will email you to choose different lettering, or cancel that item with a full refund.

6. Family, party and group orders

Planning jerseys for a family reunion, a birthday party or a kids’ kickabout? You can order everything in one cart. If you have questions before ordering, such as mixing youth and adult sizes, or making sure every number is different, send us the whole line-up in one email: one line per person with the product, size, name and number. We will check it with you before you buy.

We do not offer custom artwork, club crests or bulk printing of logos. Group orders use the same products, prices and fields you see on the site.

7. Returns, damage and delivery problems

If something arrives damaged, misprinted or in the wrong size compared to your order, email us with your order number and photos. We will put it right; the Returns & Exchanges page explains the options.

If tracking stops moving or a parcel seems late, email us with your order number. Delivery problems depend on the carrier and the destination, so we look at each case and tell you what we will do next. We do not leave you waiting without an answer.

8. Privacy and safety when you write to us

• We will never ask you for a card number, bank login or password by email.
• If you get an email that claims to be from Jerzoo and asks for payment details, do not reply. Forward it to us instead.
• We use your messages only to answer you and handle your order. Read the Privacy Policy for details.
• Our genuine emails come from addresses ending in jerzoo.shop.

9. What happens after you hit send

1. Your email lands in our support queue.
2. Within 24 hours on business days, a person reads it and replies, either with the answer or with one clear question if we need more detail.
3. If the request needs an action, such as a change, a return label or a refund, we tell you when it has been done.
4. Replies stay in the same email thread, so please reply to our message rather than starting a new one. It keeps your history in one place.

If you have not heard from us within 24 hours on a business day, check your spam or promotions folder for a message from jerzoo.shop. If it is not there, write again with “Second request” in the subject and we will move it to the front.

10. Writing from Canada, Australia or New Zealand

We support all four shipping countries from the same inbox and on the same business-day schedule. Time zones mean our reply may arrive while you are asleep; it will be waiting for you in the morning. Shipping times, returns and refunds work the same way in every one of the four countries. Prices are in US dollars everywhere, and your bank may show the amount in your local currency.

11. A few example emails

Here are short examples that get answered fastest:

• “Order 2051. On the dog jersey please change the name from BISCUT to BISCUIT. Thanks!”
• “Order 2077. The adult 3XL is too roomy for my dad. Can I exchange it for a 2XL? Photo of the label attached.”
• “Not ordered yet. Will a 12-letter name fit on the youth XS jersey, and does the number go under it?”
• “Order 2090. Tracking has not changed for 6 business days. Can you check?”

12. Sizing help by email

Sizing is the question we answer most, especially when one order mixes a toddler-to-teen youth range, adult sizes all the way to 5XL, and a pet. We are happy to help, and you will get the most useful answer if you include a little information:

• For kids: the child’s age is only a rough guide. Tell us their chest measurement, or the measurement across the chest of a shirt that fits them well right now, laid flat.
• For adults: the same flat-shirt measurement works well, plus whether they like a snug or relaxed fit. Remember that 2XL and 3XL add $2 and 4XL and 5XL add $4.
• For pets: neck and chest measurements matter far more than weight or breed. Measure around the widest part of the chest, just behind the front legs, and around the base of the neck where a collar sits.

We will reply with the size we think fits best and the reasons. If the jersey still does not fit when it arrives, you have 60 days to exchange it, and change-of-mind returns come with a free return label.

13. Gift orders

Sending a jersey straight to the birthday kid, a grandparent or a friend’s new puppy? Enter the recipient’s address as the shipping address at checkout. If you have a question about gift wrapping or notes, email us before you order and we will tell you what is possible for that order. If the gift needs to be exchanged later, the recipient can email us with the order number, or you can do it for them.

14. Changing your address or email

Moved recently, or noticed a typo in the street name? Email us within 24 hours of ordering with the corrected address written out in full. Once a parcel has left, we cannot redirect it ourselves, but we will help you work with the carrier. If you want order updates sent to a different email address, tell us both addresses and we will update the order.

15. Accessibility

If any part of this website is hard to use with a screen reader, keyboard or zoom, please tell us which page and what happened. We read every report and use it to improve the site. You can also email us your questions about any product, size or policy, and we will answer in plain text that works well with assistive tools.

16. Before you email: a quick checklist

1. Have your order number ready. It is in your order confirmation email and starts the subject line.
2. Check the right policy page in the table above; the answer may already be there.
3. For a change to a name, number, size or address, check the time: changes are possible within 24 hours of ordering.
4. For a damaged or wrong item, take clear photos before you wash or wear it.
5. Write the lettering exactly as it should appear, capitals and spaces included.

Ticking these five boxes usually turns a three-email conversation into a single reply, which means your jerseys stay on schedule for the game, the party or the photo day you are planning for.

17. Related pages

Before you write, you may find your answer in the FAQs, the Help Center or the Size Guide. To browse jerseys, start with Custom Name & Number or the full shop. And whenever you are ready, we are one email away at support@jerzoo.shop.