Cancel or Change an Order
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Ordered a dog jersey in M and then measured again? Typed “BISCUT” in the Name field when the dog is very clearly called Biscuit? Realised the matching set should go to your parents’ address, not yours? This page explains how to cancel a Jersey Den order or change it, how long you have, what we can and cannot change, and what happens to your money. The short answer: you have 24 hours from the moment you place the order, and the fastest way is an email to [email protected].
Cancellations and changes at a glance
- Window: 24 hours after the order is placed.
- What can change in that window: size, colourway, name, number, sleeve text, shipping address, adding or removing items, or cancelling the whole order.
- Cost: nothing. Cancellations and changes inside the window are free.
- Refund for a cancelled order: the full amount, sent within 7 days of confirming the cancellation.
- After 24 hours: the order is usually in production; once it arrives, our 60-day returns and exchanges apply, with a free return label.
- How: email [email protected] with your order number. We reply within 24 hours on business days.
1. Why there is a 24-hour window
Every Jersey Den order is prepared for you after you place it. Custom jerseys are printed with the exact name and number you typed, and finished designs are printed in the size and colourway you picked. Processing takes 1-3 business days, and once your jersey has been printed it cannot be un-printed. The 24-hour window gives you a calm moment to re-read your order confirmation email, check the spelling, check the sizes and check the address before we start.
The window starts at the time shown on your order confirmation email and lasts 24 hours, including weekends. An email sent within that time counts, even if we read it the next business morning. We work through requests in the order they arrive and confirm each one by email.
2. How to ask for a cancellation or a change
- Find your order number in the order confirmation email.
- Email [email protected] from the address you used at checkout, or use our Submit a Ticket page, which pre-fills the subject line.
- Put “Cancel” or “Change” and the order number in the subject line, for example “Change order 1052 – dog size M to L”.
- In the message, say exactly what should change. For names, write the new spelling in capital letters, the way it should be printed.
- Wait for our confirmation email. A change is only final once we confirm it.
Please do not place a second order to “replace” the first without telling us. Two orders mean two jerseys in production, and we may not be able to stop the first one in time.
3. What we can change inside 24 hours
| What you want to change | Possible? | Notes |
|---|---|---|
| Pet size or owner size | Yes | If the new size costs more (pet 2XL +$3, owner 2XL +$2, 3XL +$4), we explain how to pay the difference; if less, we refund it. |
| Colourway | Yes | Any colourway offered for that product. |
| Name or number on a custom jersey or bandana | Yes | Name up to 12 letters, number 0-99. No real team, league or player names. |
| Sleeve text on a custom owner jersey | Yes | Adding it costs $5; removing it is refunded. |
| Shipping address | Yes | Only to the US, Canada, Australia or New Zealand. |
| Add an item | Usually | We may ask you to place a small second order; shipping is free either way. |
| Remove an item | Yes | Refunded within 7 days of confirming the change. |
| Cancel the whole order | Yes | Full refund within 7 days of confirming the cancellation. |
4. After the 24 hours have passed
After 24 hours your order is usually already being printed or packed, so we can no longer promise to change it. You still have every option once it arrives: our Returns & Exchanges Policy gives you 60 days from delivery to return or exchange any item, including personalised ones, with a free return label. In other words, a late change becomes an exchange instead of a cancellation, and it costs you nothing but a little time.
If you contact us just after the window closes, we will still check whether the order has started. If it has not, we will try to make the change. We just cannot guarantee it.
4.1 Address changes after shipping
If the parcel has already left us, we can ask the carrier to redirect it, but carriers do not always accept redirects, especially for international parcels. The safest fix is to check the address on your confirmation email the moment it arrives. More about addresses is on our Shipping & Delivery page.
5. Your money when an order is cancelled or changed
A cancelled order is refunded in full to your original payment method within 7 days of our confirmation email, or as store credit if you ask for it; store credit never expires. When a change lowers the price, we refund the difference within 7 days of confirming the change. When a change raises the price, we explain how to pay the difference before the order goes ahead. Shipping is free, so no shipping charge is involved either way. The full refund rules are on our Refund Policy page.
6. When Jersey Den cancels or pauses an order
We may pause an order and email you before printing if:
- the Name field contains the name of a real sports team, league, club, college or athlete, a brand, or other words we cannot print (our jerseys are generic designs, see our Intellectual Property Policy);
- the name or number looks like a typing accident, for example a number outside 0-99 or a name cut off mid-word;
- the shipping address is incomplete or outside the four countries we deliver to;
- a payment could not be confirmed.
In each case we email you first and wait for your answer. If we cannot reach you, or the problem cannot be fixed, we cancel the order and refund it in full within 7 days.
7. Real situations, real answers
“I typed BISCUT instead of BISCUIT”
Spotted three hours after ordering? Email us the correct spelling in capitals. We confirm, and the jersey is printed correctly. Spotted after 24 hours? Write anyway; if the jersey has not been printed we will fix it, and if it has, you can return it within 60 days of delivery with the free label and re-order.
“I ordered the set with the wrong pet size”
Within 24 hours, tell us the right pet size and we change only that piece. The owner piece stays as ordered.
“I want it sent to my parents in Brisbane instead”
Within 24 hours, send us the full new address, including suburb, state and postcode. Australia is one of our four countries, so shipping stays free.
“I changed my mind completely”
Within 24 hours, ask for a cancellation and the full amount comes back within 7 days. After 24 hours, let the parcel arrive and return it with the free label within 60 days.
8. A five-minute check before the window closes
The best cancellation is the one you never need. When your order confirmation email arrives, take five minutes and check it against this list:
- Names and numbers. Read the personalisation line letter by letter. We print capitals exactly as entered, so “LUNA” and “LUNNA” both get printed. Check that the number is the one you meant (07 and 70 are easy to mix up on a phone keyboard).
- Pet sizes. Compare the size on the email with your measurements and the guidance on our Size Guide. Dogs are sized by back length and chest girth, not by breed. If the dog will wear the jersey over a harness, the chest should be measured over the harness.
- Owner sizes. Owner jerseys run S to 3XL in a relaxed unisex fit. If you are buying for someone else, their usual t-shirt size is the right starting point.
- Colourways. In a matching look, the pet item and the owner item should show the same colourway name, for example Den Brown & Ball Yellow on both.
- Address. Street number, apartment or unit, city, state or province, postal code and country. One missing digit can send a parcel on a long detour.
If anything looks wrong, email us straight away. Inside the 24 hours, every one of those is a free fix.
9. Rules for changing a name or number
A change to the personalisation follows the same rules as the original entry on the product page:
- Names can have up to 12 characters on pet jerseys, bandanas and owner jerseys, and are printed in capital letters.
- Numbers are whole numbers from 0 to 99. A leading zero, such as 07, is printed as you write it.
- Sleeve text on the custom owner jersey can have up to 10 characters and costs $5 when used.
- No names of real sports teams, leagues, clubs, colleges, athletes, brands or characters. Your pet’s name, a nickname, a family word or your own name are all fine.
- There is no proof or mockup. The confirmation email we send after your change shows the new text exactly as it will be printed.
10. Orders for several pets or several people
Households with two dogs and a cat often order three different jerseys in one go, sometimes with a matching set for the humans on top. If only one item in a larger order needs a change, tell us which one by product name, size and personalisation, for example “the Custom Name & Number Cat Jersey, size S, LUNA 00 – please change to LUNA 09”. We change that item and leave the rest exactly as ordered. If you want to cancel one item and keep the others, the cancelled item is refunded within 7 days and the rest of the order continues normally.
11. Timing questions
I ordered late on Friday night. Does the weekend count?
Yes. The 24-hour window is counted in real hours, including weekends, from the time on your confirmation email. Email us inside that time and your request counts, even if we read it on Monday morning.
Does a change restart the processing time?
A change made inside the window does not add a separate delay in most cases; the order is processed in 1-3 business days as usual. If a change needs a reply from you (for example a size question), processing starts once you answer.
Can I change an order that has already arrived?
Not as a change, but you can exchange it. See section 4 and our Returns & Exchanges Policy.
12. Contact us
Email [email protected], include your order number, and say clearly whether you want to cancel or change. We reply within 24 hours on business days. For other questions, try the Help Center or the FAQs.
Jersey Den, 1305 Wall St, South Bend, IN 46615, US.