Submit a Ticket
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A support ticket at Jersey Yard is simply an email to support@jerseyyard.shop with the right subject line and the right details, so we can answer it in one go. Choose your topic below: each link opens a new email in your mail app with the subject already filled in. Add the details listed for that topic and press send. We reply within 24 hours on business days.
Choose your ticket topic
| Topic | Use it for | Open a ticket |
|---|---|---|
| Change an order | Size, colour, name, number or address changes within 24 hours of ordering | Change order ticket |
| Cancel an order | Cancelling within 24 hours of ordering | Cancel order ticket |
| Return or exchange | Sending items back within 60 days, or swapping a size or colour | Return ticket |
| Problem with an item | Damaged, defective, wrong item, or text printed differently from what you typed | Problem ticket |
| Delivery | Late, missing or stuck parcels, delivery addresses, customs questions | Delivery ticket |
| Refund | Questions about the timing or amount of a refund, or store credit | Refund ticket |
| Sizing or personalisation | Questions before you order: sizes, name length, numbers, lettering | Pre-order ticket |
| Payment | Declined payments, receipts, currency questions | Payment ticket |
| Privacy | See, correct or delete your personal information | Privacy ticket |
| Rights concern | Copyright or trademark reports | IP ticket |
If the links do not open your mail app, copy the address support@jerseyyard.shop into a new email and type the subject from the table yourself, followed by your order number.
What to include in each ticket
Change or cancel an order
- Your order number after the # in the subject line.
- Each item to change, described by product name, colour and current size.
- The change, written exactly: the new size, the new address, or the new name and number in capitals.
Remember that changes and cancellations are only possible within 24 hours of ordering and before dispatch. The rules are on Cancel or Change an Order.
Return or exchange
- Your order number.
- The items you want to return, with size and colour.
- Refund, exchange or store credit; for an exchange, the new size or colour, and for a custom piece the name and number as they should be printed.
We reply with your instructions and a free return label. See the Returns & Exchanges Policy for the 60-day window and conditions.
Problem with an item
- Your order number.
- A clear photo of the problem; for print issues, a photo of the whole back of the jersey.
- A photo of the parcel and its label if the packaging was damaged.
- Whether you would prefer a replacement or a refund.
Customer photos are deleted 30 days after delivery.
Delivery
- Your order number and destination country.
- What the tracking shows, and the date of the last update.
- What you have already checked, such as neighbours or building reception.
Questions before ordering
- Who the item is for (adult, women’s, youth, toddler or baby).
- The chest measurement of a T-shirt that fits them well, if the question is about size.
- The exact text you want printed, if the question is about personalisation.
- Your event date and country, if the question is about timing.
What happens after you send a ticket
- Your email arrives in our support inbox with its subject line, which tells us the topic straight away.
- We reply within 24 hours on business days. Most tickets are solved in this first reply: a confirmed change, return instructions with a free label, an answer to your question, or a replacement or refund decision.
- If we need more information, we ask for exactly what is missing. Reply in the same email thread so everything stays together.
- When the ticket is resolved, we confirm what was done: for example, the refund issued within 7 days of receiving your return, or the new size dispatched.
Response times
| Ticket | First reply | Outcome |
|---|---|---|
| Change or cancel | Within 24 hours on business days | Confirmed if received within 24 hours of ordering and before dispatch; cancellation refunds within 7 days |
| Return or exchange | Within 24 hours on business days | Free label; refund within 7 days of receiving the return, or exchange shipped free |
| Problem with an item | Within 24 hours on business days | Replacement or refund once photos are reviewed |
| Delivery | Within 24 hours on business days | We look into it with you and the carrier |
| Other questions | Within 24 hours on business days | Answer in the first reply where possible |
Keep your ticket safe
Never include card numbers, security codes, bank passwords or one-time passcodes in a ticket. We will never ask for them. We only reply from support@jerseyyard.shop; if you receive a message about your order from another address asking for payment, do not respond and forward it to us.
Please send each ticket from the email address you used for your order, or include that address in the message. For privacy reasons we only change orders or share order details when the request comes from the person who placed the order.
Tips for a faster answer
- Use one ticket per order, and reply in the same thread rather than starting a new email.
- Write the order number in the subject line after the #.
- Attach photos directly to the email rather than sending links to photo-sharing sites.
- For a family order, describe each item on its own line.
- If your question is about a deadline, give the date and the country.
Example ticket
Subject: Return or exchange #1234. Message: “Hi, I’d like to exchange the Women’s V-neck custom jersey, Pink, size S, for size M. Same text please: name PARKER, number 11, Block lettering. Thank you.”
Worked examples by situation
The name was typed wrong
You ordered a custom adult jersey last night and just noticed you typed “JOHNSTNO”. Open a Change order ticket, put the order number after the #, and write: “Adult custom jersey, Navy, L: please change the name to JOHNSTON. Number 44 stays the same.” If your email arrives within 24 hours of ordering and the order has not shipped, we update it and confirm in our reply. If it is later than that, we explain the options for a corrected piece.
The youth jersey is too small
Open a Return or exchange ticket and write the product, colour, current size and the size you want. For a custom youth jersey, repeat the name and number exactly. We reply with a free return label; when the original reaches us, the new size is printed and shipped free, with the usual 1-3 business days of processing and 7-14 business days in transit.
The number is printed wrong
You typed 12 and the jersey says 21. Open a Problem with an item ticket with a photo of the whole back of the jersey. Because this is our mistake, you choose a replacement or a refund, and you will not pay for any shipping. In many cases we will not ask you to send the jersey back.
Tracking has not moved
Your parcel to Canada has shown “In transit” for six days. That is usually normal during export and customs. If the full 14 business days of transit have passed, open a Delivery ticket with your order number and the last tracking update, and we will look into it with the carrier.
You are not sure about sizes for a family set
Open a Pre-order ticket and list each person on one line: who they are, the size of a T-shirt that fits them, and the product you are considering. For example: “Me, men’s L tee, adult custom jersey; my wife, women’s M, women’s V-neck; son, 10 years, youth custom jersey; daughter, 18 months, baby bodysuit.” We reply with a suggested size for each.
Tickets for larger family or group orders
Reunions, backyard leagues and tailgate crews often order ten or more jerseys at once. To keep things simple:
- Place one order with every jersey in the cart; each custom jersey is its own cart line with its own name and number.
- Before ordering, you can send us the full list in a Pre-order ticket: person, product, colour, size, name, number. We will point out anything that looks unusual, such as a size that seems out of range or a name longer than the field allows.
- After ordering, check the confirmation email against your list within 24 hours, and send any corrections in one Change order ticket.
Shipping is free whatever the size of the order, and each item can be returned or exchanged within 60 days.
Common ticket questions
Do I get a ticket number?
Your ticket is the email thread itself. Our reply comes in the same thread, and the subject line with your order number keeps it easy to find. Please keep replying in that thread until the ticket is resolved.
Can I open a ticket without an order number?
Yes. For questions before ordering, no order number is needed. For an existing order without the number, include the name and email used for the order and the date you ordered.
I sent two tickets about the same order. Is that a problem?
Not a problem, but it can slow things down. We will merge them and reply once. Next time, reply to the first thread with any extra details.
Can someone else open a ticket for my order?
For your privacy, we make changes only when the request comes from the email address used for the order, or when that person confirms by email. Gift recipients can still ask about returns and exchanges.
Is there a form instead of email?
The links on this page open a pre-filled email rather than a web form. This keeps a written copy of your request in your own mailbox and lets you attach photos easily. If you cannot use the links, any email to support@jerseyyard.shop works just as well.
Before opening a ticket
Many questions are answered instantly on these pages:
- FAQs: personalisation, sizes, shipping, returns and payments.
- Order Tracking: the status of your order.
- Shipping & Delivery: timelines and destinations.
- Size Guide: how to choose sizes across the family.
- Help Center: every topic in one place.
Other ways to reach us
Email is the only support channel at Jersey Yard. We do not offer phone or live chat support and we do not have social media accounts, which means every request is in writing and nothing gets lost between channels. Our business address for correspondence is Jersey Yard, 158 Bar Harbor Rd, Freehold, NJ 07728, US. More details are on Contact Us.