Returns & Exchanges Policy

Last updated: November 1, 2026

Sizing a jersey for a body you cannot ask (“does this feel tight under the arms, buddy?”) is never perfect the first time. This page explains how to send something back to Jersey Den or swap it for a different size or colourway: who can return what, how many days you have, how to start, who pays the postage (we do) and what happens when your parcel reaches us. It covers the process. How and when the money comes back is on our separate Refund Policy page.

1. The 60-day return window

You have 60 days from the delivery date to tell us you want to return or exchange something. The delivery date is the date your parcel was delivered, not the date you ordered, so the slow part of a long international trip never eats into your time. Sixty days is long enough to try a jersey at home, wait for the next game day, see whether the cat ever forgives you, and still change your mind.

Email us within those 60 days and you are inside the window, even if the parcel itself reaches us a little later. If you are close to day 60, send the email first and pack the parcel second.

2. What you can return

Everything in the store can be returned: dog jerseys, cat jerseys, owner jerseys and hoodies, matching sets, bandanas, the cap, the tote, the fleece throw and the ceramic bowl. You do not need a reason, although telling us one (too small in the chest, the colour looks different on screen, the dog refused sleeves) helps us improve product descriptions and our Size Guide.

2.1 Personalised jerseys

Many stores refuse returns on anything with a name printed on it. We do not. A custom jersey reading “BISCUIT 07” can be returned within 60 days like any other item, with the same free return label. We do ask you to check the spelling in the Name field before you order, because there is no proof step, and a typo you typed (“BISCUT”) is fixed by returning and re-ordering rather than by a reprint for free. If we printed something different from what you typed, that is our mistake and section 6 applies: we fix it at no cost.

2.2 Condition we ask for

Please send items back clean and without strong smells, dog hair or cat hair where you reasonably can (a lint roller works wonders on mesh). Trying a jersey on your pet is expected; that is how you find out it does not fit. What we cannot accept as a normal return is an item that has been chewed, scratched through, washed hot until the print cracked, or used for months. If you are unsure, email us a photo before sending it and we will tell you.

2.3 Matching sets

A matching set is one product with two pieces. If only one piece is wrong, for example the owner jersey in 2XL fits but the dog jersey in M is too short in the back, you can exchange just that piece. If you want to return the whole set, send both pieces back together.

3. How to start a return or exchange

1. Email us. Write to [email protected] with your order number, the item or items you want to return, and whether you want an exchange (tell us the new size or colourway) or a refund. You can also use our Submit a Ticket page, which pre-fills the subject line for you.
2. Receive your label. We reply within 24 hours on business days with return instructions and a free return label.
3. Pack it. Put the items in any sturdy bag or box. The original packaging is welcome but not required. Write your order number on a slip of paper and put it inside.
4. Send it. Attach the label and drop the parcel off as the instructions explain. Keep the receipt or tracking number until your return is complete.
5. We confirm. When the parcel reaches us, we check it and email you that the return is complete, then the exchange ships or the refund goes out.

Please do not send items back without emailing us first. A parcel without an order number can take much longer to match to the right customer.

4. Who pays for return postage

We do. Every return within the 60-day window gets a free return label, whether the reason is our mistake or your change of mind. This includes size and colourway exchanges. There is no restocking fee and no deduction for the label.

5. Exchanges for a different size or colourway

An exchange is the fastest way to get the right fit. Tell us the new size or colourway when you email, and we ship it as soon as your return is on its way or arrives, depending on the item; we will tell you which in our reply. The exchange item ships free, with the same 1-3 business days of processing and 7-14 business days of transit as a new order.

For personalised jerseys, an exchange is a new print with the same name and number, unless you tell us otherwise. If the new item costs more (moving a dog jersey from XL to 2XL adds $3, an owner jersey from XL to 3XL adds $4), we will explain how to pay the difference; if it costs less, we refund the difference as described on the Refund Policy page.

5.1 Choosing the new size

Before you ask for an exchange, measure again with the method on our Size Guide: back length from the base of the neck to the base of the tail, chest at the widest point, plus neck girth for bandanas. For a jersey worn over a harness, measure over the harness. If the first jersey was tight only across the chest of a deep-chested dog, going up one size usually solves it; if it was long in the back but fine in the chest, tell us, because a different cut (for example the tank instead of the long-sleeve) may work better than a bigger size.

6. Damaged, faulty or wrong items

If an item arrives damaged, has a printing fault, or is not what you ordered (wrong product, wrong size, wrong colourway, or a name or number different from what you typed), email us with your order number and a photo of the problem. In most of these cases you do not need to send the item back; we will tell you in our reply. We then send a replacement or refund you, whichever you prefer.

Compare what you typed with what was printed by checking your order confirmation email, which lists the personalisation exactly as you entered it. Photos you send us are used only to resolve the claim and are deleted 30 days after delivery of the order once the claim is closed.

7. After your return arrives

When your return reaches us, we check that the items match the request. We then email you to confirm the return is complete and either ship your exchange or send your refund. Refunds are sent within 7 days of receiving the return, to your original payment method or as store credit if you prefer; store credit never expires. The details, including partial refunds and chargebacks, are on the Refund Policy page.

If the return arrives with a problem we did not expect (a different item from the one you told us about, for example), we will email you before deciding anything.

8. Orders that have not shipped yet

If your order has not shipped, you do not need a return at all. Within 24 hours of placing an order you can cancel it or change its size, colourway, name, number or address; see our Cancel or Change an Order page. After that, the order is usually already in production, and the normal return process applies once it arrives.

9. Returns of gifts

If you received a Jersey Den item as a gift and it does not fit the pet or the person, email us with the order number if you have it, or the buyer’s name and the delivery address if you do not. We can arrange an exchange for the recipient. Refunds always go to the person who paid, so for a refund the buyer needs to contact us, or we will offer the recipient an exchange or store credit instead.

10. A few situations, answered

The cat will not wear sleeves

Very common. Return the long-sleeve jersey with the free label and exchange it for the sleeveless vest or the bandana in the same colourway. Cats who refuse every garment are welcome to return everything; you have 60 days.

I bought a set and only my piece fits

Exchange just the pet piece. The owner jersey stays with you. Tell us the new pet size and we ship it free once the return is under way.

The jersey fits, but I do not like the colour in real life

Screens show colours differently. Ask for an exchange to another colourway of the same product and send the first one back with the free label.

The ceramic bowl arrived fine, but it is too small

Bowls can be returned like anything else. Wrap it in a towel or plenty of paper inside a box so it survives the trip back, attach the free label, and ask for the Large size as an exchange or a refund. A bowl that arrives broken because it was packed loosely is still yours to return; we will just ask for photos.

I washed it once and then realised it is the wrong size

That is fine. A jersey washed cold and dried flat, as our care notes suggest, is still a normal return within 60 days. Tell us it has been washed so we know what to expect.

11. Contact us about a return

Email [email protected] with your order number, or use the Submit a Ticket page. We reply within 24 hours on business days. You can also find quick answers in the Help Center and the FAQs.

Jersey Den, 1305 Wall St, South Bend, IN 46615, US.