Returns & Exchanges Policy

Last updated: November 9, 2026

1. What this page is for

This page explains how to send something back to Jerzoo or swap it for a different size or colour. It covers who can return, what to do step by step, the label, packing and exchanges. How and when the money comes back is covered separately on our Refund Policy, and changes before production are on Cancel or Change an Order.

2. Your 60-day window

You can start a return or exchange up to 60 days after your order was delivered. The delivery date is the date shown in the carrier’s tracking. Sixty days covers the real life of family jerseys: a kid who grows over the summer, a dog that turns out to be a medium and not a small, a parent who wants the hoodie one size roomier for game mornings.

Starting a return means emailing us inside the 60 days. Once we reply with your free label, please send the parcel as soon as you can. If something gets in the way of posting it, write to us and we will work it out together.

3. What you can return

We ask that returned items are unwashed and unworn apart from trying on, and that pet items have not been used outdoors. Kids try things on over clothes, dogs try things on with treats; that is fine. Grass stains from a full match are a different story, and we may get in touch if an item comes back clearly used.

Personalised items

A jersey with your child’s name, your family surname or your pet’s number is made for you, and many shops refuse to take those back. At Jerzoo you can return personalised items within the same 60 days with the same free label. Because we print exactly what you type, please still check spelling before you pay; a correct print that you no longer want counts as a change-of-mind return, which is allowed.

4. How to start a return, step by step

1. Email support@jerzoo.shop with your order number, the item(s) you want to return, and whether you want a refund, an exchange or store credit.
2. If an item is damaged, misprinted or wrong, add a photo of it.
3. We reply within 24 hours on business days with return instructions and a free prepaid return label.
4. Pack the item, attach the label and drop the parcel off with the carrier named on the label.
5. Keep the drop-off receipt or tracking number until your return is closed.
6. When the parcel reaches us we check it and email you. A refund is issued within 7 days of the return reaching us; an exchange item is sent out.

5. The free return label

Return postage is paid by us, for every reason, including a simple change of mind. You will not be charged for the label and nothing is deducted from your refund for it. Please use only the label we send; if you post the parcel another way, write to us first so we can make sure it gets to the right place. Do not send returns to our business address unless we ask you to.

6. Exchanges

Need a 2XL instead of an XL, a Youth L instead of a Youth M, or the tangerine colourway instead of the green? Ask for an exchange in your first email. We send the free return label for the original item and ship the new size or colour to you with free shipping. For a custom item, tell us the name and number to print on the replacement; it can be the same as before or different.

If the price of the new item is different, we will explain the difference by email before anything is sent. If the size or colour you want is not available, we offer a refund or store credit instead.

Exchange example

A family orders four matching jerseys: two adults in L and XL, one child in Youth S, and a dog jersey in pet M. The child’s jersey is too short. The parent emails us within the 60 days, we send one free label for the Youth S, and a Youth M with the same name and number ships out. The other three jerseys stay put.

7. Damaged, faulty or wrong items

If an item arrives damaged, the print has a flaw, the name or number does not match what you typed, or you received the wrong item, email us with your order number and a photo. We put it right with a replacement or a refund, your choice, and return postage is free. Please report such problems as soon as you notice them so we can help quickly.

8. How to pack a return

• Fold jerseys and tees with the print facing in.
• Put the item in its original mailer if you still have it, or any clean bag or box.
• Include a small note with your order number.
• For a tumbler, wrap it so it cannot rattle.
• Attach the label flat on the outside, with no tape over the barcode.

9. Gifts

If you received a Jerzoo item as a gift, you can start the return yourself within 60 days of delivery. Email us with the order number if you have it, or the name of the person who ordered. Gift returns can be swapped for another size or turned into store credit, which never expires. A refund goes back to the person who paid.

10. Store credit instead of a refund

Some families prefer credit for the next season’s sizes. Ask for store credit in your return email. Store credit never expires and can be used on any product on the site.

11. What happens after your return arrives

We open the parcel, check the item against your request and email you the outcome. Refund timing and method are explained on the Refund Policy. If something in the parcel does not match the request, for example a different item is inside, we will write to you before deciding anything.

12. Returns from Canada, Australia and New Zealand

The 60-day window and the free label apply to all four countries we deliver to. Return parcels from outside the US cross a border, so tracking may pause for a few days at customs. That is normal; your return still counts from the day you start it with us.

13. Common questions

Do I need the original packaging?

No. Any clean bag or box is fine.

Can I return part of an order?

Yes. Return only the items you want to send back; the rest of the order is unaffected.

My dog chewed the tag. Can I still return the jersey?

Write to us with a photo and tell us what happened. We look at these cases with you rather than saying no by default.

Can I exchange more than once?

Yes, within the 60 days from the original delivery. Just email us each time.

Size help before you return

Most returns at a family jersey shop are about size, so before you send something back, it can help to check the Size Guide together with us. Tell us the size you have, how it fits (too long in the body, tight across the chest, short in the sleeve) and who it is for. We will suggest the size to exchange to. For adult jerseys and hoodies the range runs S, M, L, XL, 2XL, 3XL, 4XL and 5XL, so there is usually a better size within reach. For kids, think about the next season: many parents choose a size that leaves a little room to grow. For pets, measure the chest behind the front legs and the back from collar to tail base, and compare with the pet size chart.

Returning items from a family set

Matching sets are where Jerzoo shines, and they also create the most interesting returns. Each item in a set is its own item for returns. You can return the dad’s jersey and keep the rest, or exchange the dog’s jersey only. If you want to replace one item so the set still matches, ask for an exchange and tell us the name and number so the new piece prints the same way. If a colour in your set is no longer available, we will tell you before sending anything and offer a refund or store credit for that item.

What we do not accept back

We do not accept items that were not bought from Jerzoo, items sent back without contacting us first (we cannot match them to an order easily), or parcels sent without our label to an address we did not give you. If you sent something by mistake in one of these ways, write to us; we will try to find it and help, but we cannot promise the outcome.

Return timelines summarised

One detail is not fixed by a published deadline: the time between receiving your label and dropping the parcel off. Please post it as soon as reasonably possible; if you need more time, just tell us.

Returning pet items

Pet jerseys and bandanas get special attention because pets are honest critics. If the jersey is too tight behind the front legs or slips off over the head, it can come back within 60 days of delivery. Please brush off any fur, fold it and pack it in a clean bag. We ask that pet items have not been worn outdoors, so try them on indoors first, ideally with a treat nearby. If you are between two pet sizes, tell us your pet’s chest and back measurements and we will suggest the exchange size.

Returning drinkware and totes

The tumbler and the tote follow the same 60-day rule and the same free label. Return a tumbler clean and empty, wrapped so it cannot roll around. Return a tote empty and folded.

Words used on this page

• Delivery date: the date the carrier tracking shows your parcel delivered, which starts the 60 days.
• Free return label: a prepaid label we email you; you pay nothing to post the return.
• Exchange: the same product in another size or colour, sent with free shipping.
• Personalised item: any item printed with a name, number or text you typed.

Where to find help next

For anything that is not about a refund, the Help Center collects our guides in one place, and the FAQs answer quick questions about sizes, personalisation and delivery. If you need to change an order rather than return it, start with Cancel or Change an Order.

14. Contact

All returns and exchanges start by email at support@jerzoo.shop. We reply within 24 hours on business days. Jerzoo, 4477 Preserve Dr, Hoover, AL 35226, US. Related pages: Shipping & Delivery, Size Guide, Help Center.