Submit a Ticket
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A 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 [email protected] 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.
Ticket basics
- How: choose a topic below, or write to [email protected] yourself.
- Reply time: within 24 hours on business days.
- Always include: your order number (if you have one) and the email used at checkout.
- Never include: card numbers, bank details, passwords or one-time codes. We never need them.
- One topic per ticket: it keeps each conversation short and clear.
1. Choose your ticket topic
| Topic | Open a ticket | Please include |
|---|---|---|
| Size help before ordering | Size help | Product name, pet’s back length, chest girth (and neck for bandanas), harness or not, the size you are considering |
| Name or number check | Name check | The exact text in capitals, which product, and what it means if it is unusual |
| Change an order (within 24 hours) | Change order | Order number and exactly what should change |
| Cancel an order (within 24 hours) | Cancel order | Order number; refund to original payment or store credit |
| Where is my order? | Order status | Order number, shipping city and country, what tracking shows |
| Return or exchange | Return or exchange | Order number, item(s), reason, new size or colourway for an exchange |
| Damaged, faulty or wrong item | Problem with an item | Order number, photos of the item, packaging and label |
| Refund question | Refund question | Order number and the date your return was sent or received |
| Payment question | Payment question | Date, amount and the email used; never card details |
| Privacy request | Privacy request | What you want: a copy, a correction or deletion of your data |
| Copyright or trademark report | IP report | See our IP Policy and DMCA page for the required details |
| Anything else | General question | Your question, and an order number if it relates to one |
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 [email protected] into your usual email service and type the topic from the table as the subject line. It works exactly the same.
2. What happens after you send a ticket
- It arrives in our support inbox, sorted by the subject line.
- We look up your order if you included the number: items, sizes, personalisation, address and status.
- We reply within 24 hours on business days with the answer, the next step (for example a free return label) or one clear question if something is missing.
- We follow through by email at every step until the ticket is solved: label sent, return received, exchange shipped or refund sent.
Reply 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.
3. Writing a ticket that gets solved in one reply
The more of the right detail you send the first time, the fewer emails it takes. A few tips:
- Put the order number in the subject, after the topic: “Ticket: Return or exchange – 1052”.
- Write names in capitals exactly as they should be printed, and numbers as digits.
- Give measurements in inches or centimetres and say which. Both are fine.
- Attach photos for anything that looks wrong: the whole item, a close-up of the problem and the shipping label.
- Say what you would like: a different size, a refund, store credit, a replacement. If you do not mind, say that too, and we will suggest the quickest option.
4. Example tickets you can copy
Not sure what to write? Copy one of these, change the details, and send. Each example contains everything we need to answer in one reply.
Size help
Subject: 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?”
Name check
Subject: 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.)
Change an order
Subject: 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.”
Return or exchange
Subject: 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?”
Problem with an item
Subject: 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.
Where is my order
Subject: 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.
Refund question
Subject: 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.)
Damaged bowl
Subject: 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.
Cancel a duplicate order
Subject: 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.
5. Tickets about gifts
If 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.
6. If we need more information
Sometimes 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.
Tickets 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.
7. Measuring for a size ticket
Size tickets are the most common kind, and the best ones include real measurements. Here is how to take them in two minutes:
- Back length: with your pet standing, run a soft tape from the base of the neck (where a collar sits) along the spine to the base of the tail.
- Chest girth: wrap the tape around the widest part of the ribcage, just behind the front legs. Keep it snug but not tight. If the jersey will go over a harness, measure over the harness.
- Neck girth (for bandanas): measure where the collar sits and add two fingers of room.
- For owner jerseys: lay a t-shirt that fits well flat and measure straight across from armpit to armpit.
Send 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.
8. What we promise for every ticket
- A written reply within 24 hours on business days, even if the full solution takes longer.
- A real answer, not a template: we look at your order before replying.
- No charge for labels, exchanges within the 60-day window, or fixing our mistakes.
- Honesty about timing. If a date cannot be met, we say so.
- Your details used only to solve your ticket.
9. Time limits worth knowing
| What | Time limit | Counted from |
|---|---|---|
| Change or cancel an order | 24 hours | When the order is placed |
| Return or exchange any item | 60 days | Delivery date |
| Refund sent | Within 7 days | When we receive your return |
| Our reply to your ticket | Within 24 hours | Business days, Monday to Friday |
10. Your safety
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 [email protected]. 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.
11. Before you open a ticket
Many questions are answered instantly on these pages:
- FAQs: short answers about designs, names, sizes, shipping, returns and payment.
- Size Guide: how to measure dogs, cats and adults.
- Order Tracking: your order status with your order number and email.
- Shipping & Delivery: countries, timelines and late parcels.
- Returns & Exchanges and Refund Policy: the 60-day process and refund timing.
- Cancel or Change an Order: the 24-hour window.
12. Contact details
Jersey Den, 1305 Wall St, South Bend, IN 46615, US. Email: [email protected]. Support is by email only. See also Contact Us and the Help Center.