Submit a Ticket
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Tickets in a nutshell
- A Jerzoo ticket is an email to support@jerzoo.shop with a ready-made subject line.
- Tap a topic below and your email app opens with the subject filled in.
- Add your order number and details, then send.
- We reply within 24 hours on business days.
- Never include card numbers, security codes, bank details or passwords.
1. Why tickets are emails here
Jerzoo keeps support simple: one inbox, no portal to log into, no chat window that closes before you finish typing. A “ticket” is just an email with a clear subject. The subject line tells us at a glance whether you need a name fixed, a size swapped or a parcel chased, so your message goes to the right part of the queue and the answer comes back sooner.
Every message is read by a person, and every reply arrives in writing, which is handy when a jersey has six family names on it and you want a record of what we agreed.
2. Pick your topic
Choose the line that fits best. Each link opens a new email with the subject already written. If your email app does not open, copy the subject shown in the table and write to support@jerzoo.shop yourself.
| Topic | Open a ticket | Use it for |
|---|---|---|
| Fix a name or number | Change lettering | Typos, a different number or nickname, within 24 hours of ordering. |
| Change size, colour or address | Change order details | Any other change within 24 hours of ordering. |
| Cancel an order | Cancel order | Cancellations within 24 hours of ordering. |
| Where is my order? | Delivery question | Late parcels, stuck tracking, delivered but not received. |
| Return or exchange | Return or exchange | Within 60 days of delivery; we send a free return label. |
| Damaged or wrong item | Problem with item | Misprints, damage, wrong size compared to your order. Attach photos. |
| Refund question | Refund question | Refund status; refunds are issued within 7 days of your return reaching us. |
| Sizing help | Sizing help | Kids, adult or pet sizes before you order. |
| Product question | Product question | Personalisation fields, designs, measurements. |
| Payment question | Payment question | Checkout problems or a charge you do not recognise. |
| Privacy request | Privacy request | See, correct or delete your data. |
| Copyright or trademark notice | IP notice | Rights holders; see our IP and DMCA pages first. |
| Something else | General question | Anything not listed above. |
3. What to write in the ticket
After the subject is in place, replace the words “order number” with your real order number. Then add the details for your topic:
Lettering changes
Name the jersey (for example “kids jersey, youth M, blue”) and write out the corrected name and number exactly as they should be printed, capitals included. If several jerseys in the order need changes, list them one per line.
Delivery questions
Tell us the last tracking update and its date, and whether a delivery note was left. Confirm the shipping address, so we can check it against the order.
Returns and exchanges
Say which item, why (change of mind is fine) and whether you want a refund, an exchange for another size, or store credit, which never expires.
Damaged or wrong items
Attach clear photos: the whole item front and back, a close-up of the problem and the size label. Please send photos before washing or wearing the item.
Sizing
Tell us who it is for (kid, adult or pet), the product name and your measurements, such as a favourite shirt laid flat or your pet’s chest and neck.
4. What never belongs in a ticket
- Card numbers, expiry dates or security codes.
- Bank logins, one-time passcodes or passwords of any kind.
- Government ID numbers.
We will never ask for these. If an email that looks like it is from us asks for them, do not reply, and forward it to us.
5. What happens after you send
- Your ticket lands in our support inbox with its subject line.
- A person reads it and replies within 24 hours on business days (Monday to Friday, excluding US public holidays).
- If we need one more detail, we ask a single clear question.
- When an action is done, such as a change, a label or a refund, we confirm it in the same thread.
Please reply in the same email thread rather than opening a new ticket for the same order. It keeps the history together and avoids two answers crossing.
6. Time-sensitive tickets
Changes and cancellations are only possible within 24 hours of ordering, because production starts soon after. If your ticket is about a change, send it as soon as you notice the issue and put the order number in the subject. Tickets about returns can wait: you have 60 days from delivery.
7. If you do not hear back
We reply within 24 hours on business days. If that time has passed, check spam, junk and promotions folders for a message from jerzoo.shop. If nothing is there, send the same email again with “Second request” at the start of the subject.
8. Sample tickets you can copy
Not sure how much detail to give? These samples show the kind of ticket that gets solved in one reply. Copy one, swap in your details and send.
Lettering change
Subject: Change lettering – order 3108. Message: “Hi Jerzoo, on the youth S kids jersey please change the name from MAYA to MAIA and keep number 8. The adult jerseys in the same order are fine. Thanks!”
Size exchange
Subject: Return or exchange – order 3142. Message: “The adult L family jersey is too snug on my husband. Could we exchange it for an XL? I understand the XL is the same price. No lettering on this one.”
Pet sizing before ordering
Subject: Sizing help. Message: “Thinking of the custom pet jersey for our terrier. Chest is 18 inches, neck 12 inches. Which size would you suggest?”
Delivery check
Subject: Delivery question – order 3177. Message: “Shipping email came eight business days ago, and tracking has shown ‘in transit’ for five days. Address is correct. Can you check with the carrier?”
Problem with an item
Subject: Problem with item – order 3190. Message: “The number on the back reads 61 but I typed 16. Photos of the back and my order confirmation attached.”
9. Tickets for group and family orders
Big orders deserve a tidy ticket. If you are asking about several jerseys at once, list each one on its own line in the same format: product, size, name, number and what needs to happen. For example: “Line 1, adult 2XL, RIVERA, 10, keep. Line 2, youth M, LUCA, 7, change to youth L.” This lets us check every line against the order without back-and-forth.
Coaches and party organisers: one ticket per order is best. If you placed several orders, mention every order number in the first ticket so we can look at them together.
10. Tickets for gifts
If you bought a jersey as a gift, you can open a ticket on the recipient’s behalf. Use the email address from checkout if you can, so we can match the order quickly. Recipients can also write to us themselves with the order number; we will help them with sizing swaps within the 60-day window.
11. Accessibility and other needs
If a mail link does not work with your device, or you use assistive technology and something on this page is hard to use, just write a plain email to support@jerzoo.shop in your own words. The subject line is a help, not a rule. Every message is read and answered.
12. How we handle what you send
We use the details in your ticket only to answer you and handle your order. Photos you send about an order are deleted 30 days after delivery. For more, read the Privacy Policy. If your ticket is a privacy request, such as asking which data we hold or asking us to delete it, use the Privacy request subject so it is handled under that policy.
13. Which topic should I choose?
Some situations fit more than one subject. Here is how to decide:
- The name is misspelled, and you typed it that way: within 24 hours, use “Change lettering”. After 24 hours, use “Return or exchange”, since we print exactly what is typed.
- The name is misspelled, but you typed it correctly: use “Problem with item” and attach your order confirmation showing what you typed.
- The parcel says delivered, but nothing arrived: use “Delivery question”.
- A jersey fits but you simply do not love it: use “Return or exchange”. Change-of-mind returns are welcome within 60 days, and we send a free label.
- You see a charge but no order email: use “Payment question” and tell us the date and amount, never the card number.
- You want to know if a nickname or number will fit: use “Product question” with the product name and the lettering.
14. Our ticket promises
| Promise | Detail |
|---|---|
| First reply | Within 24 hours on business days |
| Changes and cancellations | Possible within 24 hours of ordering |
| Return window | 60 days from delivery, free return label |
| Refund timing | Within 7 days of your return reaching us |
| Store credit | Never expires |
| Photos you send | Deleted 30 days after delivery |
These are the same numbers you will find on every policy page of the site, so the answer in your ticket will always match what you read before ordering.
15. Tickets from Canada, Australia and New Zealand
Customers in all four of our shipping countries use the same inbox and the same ticket topics. Because of time zones, our reply may arrive overnight for you. Delivery tickets from outside the US are common during customs checks; if your parcel shows “held” or “arrived in destination country”, include that wording in your ticket so we can see where it is. Questions about duties depend on the destination country, and we will help you understand what applies to your order.
16. Before you open a ticket
Have a quick look at the Order Tracking form for any delivery question: it shows the current status and tracking details as soon as they exist. For sizing, the Size Guide explains how to measure a child, an adult or a pet. If those do not answer your question, a ticket is the right next step, and we are glad to help.
17. Closing a ticket
There is nothing to close on your side. When your question is answered or the action is done, the conversation simply ends. If the same issue comes back later, reply to the old thread so we can see the history, or open a new ticket and mention the earlier order number. Either way, we pick it up from where we left off.
And if something about our ticket process could be easier for you, tell us. Your feedback shapes how this page works.
18. Related pages
Many answers are already written up: FAQs, Help Center, Order Tracking, Returns & Exchanges, Refund Policy, Cancel or Change an Order, Size Guide and Contact Us.
Jerzoo, 4477 Preserve Dr, Hoover, AL 35226, US.