Contact Us
Last updated:
Questions about a size, a name, a parcel or a return? Jersey Den answers every message by email, in writing, so you always have the answer to look back on. This page tells you how to reach us, how quickly we reply, what to put in your message so we can solve it in one go, and which page already answers the most common questions.
How to reach Jersey Den
- Email: [email protected]
- Reply time: within 24 hours on business days (Monday to Friday, excluding public holidays).
- Prefer a form-style message? Use our Submit a Ticket page; it opens an email with the right subject line for your topic.
- Postal address: Jersey Den, 1305 Wall St, South Bend, IN 46615, US.
- Support channel: email only. We do not take orders or payment details by email, and we never ask for card numbers or passwords.
Why we work by email
Most of what our customers ask needs a little detail: a dog’s measurements, the exact spelling of a name, an order number, a photo of a problem. Email lets you send all of that at once, lets us check your order properly before answering, and leaves both of us with a written record. It also means you can write at midnight after the dog finally falls asleep, and the answer will be waiting for you.
We read messages in the order they arrive and reply within 24 hours on business days. A message sent on Saturday is answered by the end of Monday at the latest. If a question needs more time, for example because we are waiting on a carrier, we reply within 24 hours anyway to tell you what is happening and when you will hear from us next.
What to include in your message
A complete first message usually gets a complete first answer. Depending on your question, please include:
- Your order number, from the order confirmation email, for anything about an existing order. Put it in the subject line.
- The email address you used at checkout, if you are writing from a different one.
- For sizing questions: the product name, your pet’s back length and chest girth (and neck girth for bandanas), whether the pet wears a harness, and the size you are considering. For owner jerseys, the chest width of a t-shirt you like.
- For personalisation questions: the exact name and number, written in capitals as you want them printed.
- For a problem with an item: a clear photo of the problem and of the label or packaging.
- For a delivery question: the shipping address on the order (city and country is enough), and what the tracking page shows if you have tracking.
Please never send card numbers, bank details or passwords. We do not need them to help you, and we will never ask for them.
Find the answer faster
Many questions already have a detailed answer on the site. This table points you to the right page:
| Your question | Best page | Email subject if you still need us |
|---|---|---|
| Where is my order? | Order Tracking | Where is order [number] |
| How long does delivery take, and where do you ship? | Shipping & Delivery | Shipping question |
| I need to change or cancel my order | Cancel or Change an Order | Change order [number] / Cancel order [number] |
| It does not fit, or I want a different colourway | Returns & Exchanges | Return or exchange [number] |
| When will my refund arrive? | Refund Policy | Refund [number] |
| Which size should my pet wear? | Size Guide | Size question – |
| Can I print this name? | Intellectual Property Policy | Name check – [name] |
| How do I pay? | Payment Methods | Payment question |
| Everything else | FAQs and Help Center | Question |
Before you order: questions we love to answer
Pre-order questions are the best kind, because they prevent problems later. Write to us before you buy if:
- your dog sits exactly between two sizes, has a very deep chest or a very long back;
- your pet will wear the jersey over a harness and you are not sure which jersey works with it;
- you are not sure whether a name is allowed (we do not print real team, league, club, college or player names);
- you need the order for a specific date, such as a birthday party, a holiday photo or the first game of the season;
- you are shipping to an unusual address, such as a PO box, a military address or a remote island;
- you want to order several jerseys for a group and want to check timing first.
We will give you a straight answer, including “that date is too tight” if it is.
After you order: what we can help with
Within 24 hours of ordering
Changes to size, colourway, name, number, sleeve text or address, and full cancellations, are free within 24 hours of placing the order. Email us with “Change” or “Cancel” and your order number in the subject.
While your order is on its way
Orders are processed in 1-3 business days and then spend 7-14 business days in transit to the US, Canada, Australia and New Zealand. If the parcel seems late, write to us with your order number and we will look into it with you.
After delivery
You have 60 days from delivery to return or exchange anything, including personalised jerseys, with a free return label. Refunds are sent within 7 days of receiving your return. Damaged or wrong items: send a photo and we will replace or refund.
What happens after you write
- Your message arrives in our support inbox. If you used the Submit a Ticket page, the subject line already tells us the topic.
- We check your order if you gave an order number: what you ordered, the sizes, the personalisation, the address and the current status.
- We reply within 24 hours on business days with an answer, a next step (such as a free return label) or a clear question if we need one more detail.
- We follow through. If the solution takes several steps, like an exchange or a refund, we email you at each step so you never have to chase us.
If you have not heard back within 24 hours on a business day, check your spam or promotions folder and add [email protected] to your contacts, then write again. Replies sometimes land in the wrong folder, especially the first time we write to you.
Three example messages that get solved in one reply
You do not need to write a letter. These short examples show the kind of detail that lets us answer completely the first time.
A sizing question before ordering
Subject: Size question – Leash Legend 12 Harness-Ready Big Dog Jersey. “Hi, my Labrador mix measures 24 inches from the base of the neck to the base of the tail and 33 inches around the chest over her harness. She wears a back-clip harness. Should I order XL or 2XL?” With those numbers we can tell you which size fits, and confirm the harness slot works with her harness type.
A personalisation change after ordering
Subject: Change order [number] – name spelling. “I typed BISCUT on the Custom Name & Number Mesh Dog Jersey. It should be BISCUIT. Number 07 stays the same.” Clear, in capitals, and sent within 24 hours: we confirm by email and the jersey is printed correctly.
A problem with a delivered item
Subject: Problem with order [number]. “The ceramic bowl arrived with a crack on the rim. Photos of the bowl, the box and the shipping label are attached.” With photos and the order number, we can arrange a replacement or refund straight away, usually without asking you to send anything back.
Writing from Canada, Australia or New Zealand
We deliver to all four of our countries with the same free shipping and the same policies, and we answer messages from everywhere within 24 hours on business days. Because of time zones, a message sent on a Monday morning in Sydney or Auckland arrives while it is still Sunday in the United States, so the reply may come during your Tuesday. If your question is about a delivery deadline, mention the date and your city so we can count the business days correctly.
Accessibility and help using the site
If anything on jerseyden.shop is hard to use with a screen reader, a keyboard, a small screen or a slow connection, please tell us. Describe what you were trying to do and what happened, and we will help you complete your order by email and fix the problem on the site. You can also ask us to send the information from any page, such as the size guidance, as plain text.
Language
We answer in English. You are welcome to write in simple English or use a translation tool; we will keep our answer short and clear, and we will always include the important numbers (sizes, dates, amounts) as digits so nothing gets lost in translation.
Requests about your personal information
To see, correct or delete the personal information we hold about you, email us from the address used for your orders with “Privacy request” in the subject. We explain how we handle these requests in our Privacy Policy.
Business details
Jersey Den
1305 Wall St
South Bend, IN 46615
United States
Email: [email protected]
Please do not send returns to this address without emailing us first: returns use the free label and instructions we send you, which may point to a different return address.
Group and gift orders
Ordering jerseys for several pets, for a family reunion photo or for a dog-walking group? Send us the list before you order: product names, sizes and the names and numbers you want. We will check the sizes with you, flag any names we cannot print, and tell you what to expect for timing. Every item is still paid at the listed price at checkout, and shipping stays free to the US, Canada, Australia and New Zealand.
Watch out for impersonators
Our only support address is [email protected], and our only website is jerseyden.shop. We do not run social media accounts that sell products or take orders, we do not send messages asking you to “confirm” a payment, and we never ask for card details, passwords or one-time codes. If you receive a message that claims to be from Jersey Den and asks for any of those, do not reply; forward it to [email protected] so we can warn others.
Feedback and ideas
We would love to hear what your pet thinks of their jersey, which colourway you would like next, or which cut would suit your breed better. Ideas for new designs are welcome as long as they are our own kind of design: pet jokes, numbers and stripes, not team names. Every message is read.
Related pages
Help Center · FAQs · Submit a Ticket · Order Tracking · About Jersey Den