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\nA Jersey Den support ticket is simply an email with the right subject line, so it reaches the right place and gets solved faster. Choose your topic below: each button opens a new email to support@jerseyden.shop in your email app with the subject already filled in. Add your order number and the details listed for that topic, press send, and we reply within 24 hours on business days.
\n| Topic | \nOpen a ticket | \nPlease include | \n
|---|---|---|
| Size help before ordering | \nSize help | \nProduct name, pet’s back length, chest girth (and neck for bandanas), harness or not, the size you are considering | \n
| Name or number check | \nName check | \nThe exact text in capitals, which product, and what it means if it is unusual | \n
| Change an order (within 24 hours) | \nChange order | \nOrder number and exactly what should change | \n
| Cancel an order (within 24 hours) | \nCancel order | \nOrder number; refund to original payment or store credit | \n
| Where is my order? | \nOrder status | \nOrder number, shipping city and country, what tracking shows | \n
| Return or exchange | \nReturn or exchange | \nOrder number, item(s), reason, new size or colourway for an exchange | \n
| Damaged, faulty or wrong item | \nProblem with an item | \nOrder number, photos of the item, packaging and label | \n
| Refund question | \nRefund question | \nOrder number and the date your return was sent or received | \n
| Payment question | \nPayment question | \nDate, amount and the email used; never card details | \n
| Privacy request | \nPrivacy request | \nWhat you want: a copy, a correction or deletion of your data | \n
| Copyright or trademark report | \nIP report | \nSee our IP Policy and DMCA page for the required details | \n
| Anything else | \nGeneral question | \nYour question, and an order number if it relates to one | \n
If a button does not open your email app (this can happen on some work computers or browsers without a default email program), copy the address support@jerseyden.shop into your usual email service and type the topic from the table as the subject line. It works exactly the same.
\nReply in the same email thread when we answer, rather than starting a new email. That keeps your whole conversation together and saves you repeating details.
\nThe more of the right detail you send the first time, the fewer emails it takes. A few tips:
\nNot sure what to write? Copy one of these, change the details, and send. Each example contains everything we need to answer in one reply.
\nSubject: Ticket: Size help. “Hello, I am looking at the Zoomies Club 99 Raglan Dog Jersey for my Australian shepherd. Back length 20 inches, chest 27 inches, measured without a harness. She is broad in the shoulders and runs a lot. Is L right, or should I go XL?”
\nSubject: Ticket: Name check. “Can you print RANGER with the number 12 on the Custom Name & Number Mesh Dog Jersey? Ranger is my dog’s name.” (Ordinary words like this are usually fine; we will confirm, or explain if a word belongs to someone else.)
\nSubject: Ticket: Change order – 1052. “Please change the Custom Name & Number Cat Jersey from size S to M. Name LUNA and number 00 stay the same. I ordered two hours ago.”
\nSubject: Ticket: Return or exchange – 1067. “The Good Boy & Human set: the owner jersey (2XL) fits, but the dog jersey in M is too short in the back. Could I exchange only the dog jersey for L?”
\nSubject: Ticket: Problem with my order – 1071. “The number on my Treat Squad 23 jersey arrived printed as 32. Photos of the jersey and the label are attached.” We check your order details and arrange the correct item or a refund.
\nSubject: Ticket: Where is my order – 1080. “Shipping to Calgary, Canada. Ordered on the 3rd; tracking has not changed for six days and shows an import scan.” We look at the shipment and tell you what we see and what happens next.
\nSubject: Ticket: Refund question – 1049. “I returned the Den Team hoodie with your label last week; tracking says it was delivered to you on Tuesday. When will the refund be sent?” (Refunds are sent within 7 days of receiving your return.)
\nSubject: Ticket: Problem with my order – 1092. “The Jersey Number Ceramic Pet Bowl (Large) arrived with a chip on the rim. Photos of the bowl, the inside of the box and the shipping label are attached. I would prefer a replacement.” Breakages in transit are replaced or refunded; you usually do not need to send the bowl back.
\nSubject: Ticket: Cancel order – 1094. “I accidentally ordered the Laser Chaser vest twice (orders 1093 and 1094). Please cancel 1094 and refund it to my original payment method.” Inside 24 hours, duplicate orders are cancelled and refunded in full within 7 days of confirmation.
\nIf you received a Jersey Den item as a gift, you can open a ticket yourself. Include the buyer’s name and your delivery address if you do not have the order number. We can arrange an exchange for you directly. Refunds always go to the buyer, so if you want a refund rather than an exchange, the buyer needs to contact us, or we can offer you store credit instead. If you are the buyer and want to keep a gift a surprise, say so in your ticket and we will only contact you.
\nSometimes one detail is missing: a measurement, a photo, the exact spelling. When that happens, our reply asks one clear question. Reply in the same thread and we pick up exactly where we left off. If we have not heard back after a while, we send one friendly reminder; your ticket stays open and you can come back to it any time within the return window.
\nTickets from Canada, Australia and New Zealand are handled exactly the same way, with the same free return labels and the same 60-day window. Because of time zones, our reply may arrive overnight for you; mention your city if a delivery date matters, so we can count business days correctly.
\nSize tickets are the most common kind, and the best ones include real measurements. Here is how to take them in two minutes:
\nSend the numbers with the product name, and tell us anything unusual: a very deep chest, a long back, short legs or a pet who is still growing. Our Size Guide has the full method and the size-choosing steps.
\n| What | \nTime limit | \nCounted from | \n
|---|---|---|
| Change or cancel an order | \n24 hours | \nWhen the order is placed | \n
| Return or exchange any item | \n60 days | \nDelivery date | \n
| Refund sent | \nWithin 7 days | \nWhen we receive your return | \n
| Our reply to your ticket | \nWithin 24 hours | \nBusiness days, Monday to Friday | \n
We will never ask you for card numbers, bank details, passwords or one-time security codes by email, and you should never send them. Our only support address is support@jerseyden.shop. If you receive a message that claims to be Jersey Den and asks for any of those details, or asks you to pay through a link, do not respond; forward it to us. Photos you send with a ticket are used only to solve it and are deleted 30 days after delivery of the related order once the ticket is closed.
\nMany questions are answered instantly on these pages:
\nJersey Den, 1305 Wall St, South Bend, IN 46615, US. Email: support@jerseyden.shop. Support is by email only. See also Contact Us and the Help Center.
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