Order Tracking
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Enter your order number and the email address you used at checkout to see where your Jersey Den order is. Your order number is in the order confirmation email we sent right after you ordered.
Tracking at a glance
- What you need: your order number and your checkout email address.
- Processing: 1-3 business days to print, check and pack your order.
- Transit: 7-14 business days to the US, Canada, Australia and New Zealand, from the USA.
- Typical total: 8-17 business days from order to doorstep.
- Need help? Email [email protected] with your order number; we reply within 24 hours on business days.
Finding your order number
Right after you place an order, we send an order confirmation email to the address you entered at checkout. The order number is in the subject line and at the top of the email, next to the date. It is a number only; type it into the form above without the “#” sign.
Cannot find the email? Search your inbox for “Jersey Den”, and check the spam, junk, promotions or updates folders. If you created an account at checkout, you can also log in to My Account and see every order there. Still nothing? Email us with your name, the date you ordered and the shipping city, and we will find the order for you.
Which email address to use
Use the exact email address entered at checkout, even if you usually use another one. If a friend ordered a gift for you, the order is linked to their email address, so they will need to look it up, or you can email us with your name and delivery address.
What each order status means
| Status | What it means | What you should do |
|---|---|---|
| Pending payment | The order was started, but the payment has not been confirmed. | If you finished paying, wait a few minutes and check again. If the payment failed, place the order again or see Payment Methods. |
| Processing | Payment received. Your order is being printed, checked and packed. This takes 1-3 business days. | Within 24 hours of ordering you can still change or cancel. After that, sit tight. |
| On hold | We need something from you before we continue, for example a different name because the original text cannot be printed. | Check your email (and spam folder) for our message and reply. |
| Completed | Your order has left us and is on its way. When tracking details are available, they are in your shipping email. | Allow 7-14 business days in transit. Follow the carrier’s tracking if you have it. |
| Cancelled | The order was cancelled, by you within 24 hours or by us after contacting you. | Any payment is refunded within 7 days of the cancellation being confirmed. |
| Refunded | We have sent a full refund for the order. | Allow your bank or provider a few business days to show it. |
After your order ships
When your order leaves us, the status changes to Completed and we send a shipping email. When tracking details are available for your parcel, they are in that email. A new tracking number often shows “label created” or no information at all for a day or two; that is normal while the parcel waits for its first scan.
Reading the carrier’s tracking page
- Label created / pre-shipment: the parcel is packed and waiting for collection or its first scan.
- In transit: the parcel is moving between facilities. International parcels can go several days between scans, especially when crossing a border.
- Customs / import scan: for orders to Canada, Australia and New Zealand, the parcel is passing through the destination country’s checks. This can add a few days.
- Out for delivery: it is on the local delivery vehicle today.
- Delivered: the carrier marked it delivered. If you cannot find it, see below.
- Exception / delivery attempted: the carrier could not deliver, perhaps because nobody was home, an access code was missing or the address was unclear. Follow the carrier’s instructions or contact your local post office, and let us know if you need help.
When will it arrive?
Add the two numbers: processing (1-3 business days) plus transit (7-14 business days). Business days are Monday to Friday, excluding public holidays. Here is how that looks for an order placed on a Monday:
| Step | Earliest | Latest (normal conditions) |
|---|---|---|
| Order leaves us | Tuesday (1 business day) | Thursday (3 business days) |
| Parcel arrives | About a week and a half after ordering | About three and a half weeks after ordering |
These are estimates, not guarantees. Peak seasons, weather and customs can stretch transit. Our Shipping & Delivery page explains the timeline in more detail.
If your parcel is late
A tracking page that stays still for a few days is common, especially for international parcels, and most of them start moving again on their own. If your parcel has not arrived after the end of the estimated window, or the tracking has not changed for a long time, email [email protected] with your order number. We will look at the shipment, contact the carrier where that helps, and keep you updated. If the parcel is lost, we arrange a replacement or a refund with you; refunds follow our Refund Policy.
If it says delivered but you cannot find it
- Check around your door, porch, garden, garage and mailbox, and any safe place you usually use.
- Ask neighbours, building reception, the concierge or the mail room.
- Check whether anyone else in your household took it in.
- Contact your local post office or the carrier’s local depot with the tracking number.
- Email us with your order number if it still has not appeared. We will help you take the next steps.
Orders that arrive in more than one parcel
Most orders arrive together. Bulky or fragile items, such as a fleece throw or a ceramic bowl, may travel in their own parcel so they arrive safely. If part of your order is missing, check your shipping email before assuming it is lost, and email us if you are unsure. Separate parcels never cost you extra, and each one follows the same free shipping and the same delivery estimate as the rest of the order.
Tracking orders to Canada, Australia and New Zealand
International orders follow the same 1-3 business days of processing and 7-14 business days of transit as orders inside the US, but the journey has more steps. After leaving the USA, the parcel passes through the destination country’s customs checks and is then handed to the local postal or delivery network for the final stretch. Each of those handovers can come with a quiet patch on the tracking page while the parcel waits for its next scan. A few days without updates in the middle of the trip is normal; it does not mean the parcel is lost.
Time zones can also make tracking look odd. A scan in Sydney or Auckland can appear with tomorrow’s date compared with the US, and a parcel marked “out for delivery” late in your evening has usually been updated for the next morning. If something looks wrong, email us and we will help you read it.
Tracking a personalised order or a set
Custom jerseys and sets follow the same timeline as finished designs; there is no proof step that adds time. Your order confirmation email lists the personalisation exactly as it will be printed and the sizes of every piece in a set. A matching set travels as one product, packed together, so you will normally see one parcel for it. If you ordered a set and extra items, such as a fleece throw, those extras may come in their own parcel.
Tracking a gift
When you send a gift to someone else, the order confirmation and shipping emails go to you, the buyer, not to the recipient. Forward the tracking details to the recipient if you want them to follow the parcel, or keep them to yourself if it is a surprise. Recipients who want to check an order themselves can email us with their name and delivery address; for privacy reasons we will share the status but not the price or payment details.
Quick questions about tracking
My order has been “Processing” for two days. Is that normal?
Yes. Processing takes 1-3 business days, and weekends do not count. An order placed on Thursday evening can still be processing on the following Tuesday.
Why does the form say it cannot find my order?
Check that the order number has no “#” sign or spaces, and that the email address is exactly the one used at checkout, including any dots or numbers. If it still does not work, email us with your name and order date.
I placed two orders by mistake. Can I track and cancel one?
Yes. Both orders appear here separately with their own numbers. If you email us within 24 hours of placing the duplicate, we cancel it and refund it in full within 7 days of the cancellation being confirmed. Tell us which order number to keep.
The tracking shows my parcel went to the wrong city.
Parcels often pass through sorting centres in other cities on the way to you, so an unfamiliar place name is usually just a stop on the route. If the final delivery city is wrong, compare it with your confirmation email and contact us.
Can I get tracking updates by text message?
We send updates by email. Some carriers offer their own text or app notifications on their tracking page once you have the tracking details.
Changing the delivery address
Within 24 hours of ordering we can change the address; see Cancel or Change an Order. Once a parcel has shipped, we can only ask the carrier to redirect it, which is not always possible. That is why it pays to check the address on your confirmation email as soon as it arrives.
What to do when your order arrives
Open the parcel and check the items against your order confirmation: product, size, colourway and, for custom items, the name and number. Try jerseys on your pet, and on yourself, soon after delivery, so that if anything needs exchanging you are well inside the 60-day window. If something is damaged or wrong, take a photo and email us with your order number; we will replace or refund it. If it is simply the wrong size, our Returns & Exchanges Policy explains the free exchange.
Questions
Email [email protected] with your order number in the subject line, or use Submit a Ticket. More answers in the Help Center and the FAQs. Jersey Den, 1305 Wall St, South Bend, IN 46615, US.