Cancel or Change an Order

Last updated: November 8, 2026

Typos happen. A player moves to a different number, a parent orders youth instead of adult, or a coach notices the colour is wrong a few minutes after paying. Jerz Hub gives you 24 hours after placing an order to cancel it or change it, free of charge. This page explains exactly what can be changed in that window, how to ask, what happens to your money and what your options are once the 24 hours have passed.

1. Why there is a 24-hour window

Most of our jerseys are made for each order, because each one carries the name, number, size and colour you chose. Once production starts, the jersey is printed with your details and cannot be changed. The 24-hour window gives you time to check your order confirmation calmly and catch mistakes before anything is made. It also lets team organisers gather last-minute corrections from players and parents before the set goes into production.

The clock starts at the time shown on your order confirmation email. A request sent within 24 hours of that time is inside the window, even if we read and reply to it a little later.

2. What you can change

Within the 24 hours you can ask us to:

• correct the spelling of a name or change it completely,
• change a number, or add or remove a name or number,
• switch sizes, for example from adult to youth or from medium to large,
• choose a different colour or other product option,
• add or remove jerseys, or change the quantity of an item,
• update or correct the delivery address.

If a change affects the price, such as adding jerseys or adding a personalisation field that carries an add-on charge, we will tell you the difference and how to pay it. If the change lowers the price, we refund the difference within 7 days of confirming the change.

3. How to cancel or change

1. Email [email protected] or use our Submit a Ticket form as soon as you notice the issue.
2. Put your order number in the subject line and say clearly whether you want to cancel the whole order, cancel part of it or change something.
3. For changes, write the exact new details. For team orders, list each jersey with the current name and number and the corrected one, so nothing gets mixed up.
4. We confirm by email. We reply within 24 hours on business days, and we act on the request as of the time you sent it.

Please send all your changes in one message if you can. Several separate emails about the same order make it easier for one change to be missed.

4. Refunds for cancelled orders

When you cancel inside the 24-hour window, you receive a full refund of what you paid for the cancelled items, including any personalisation add-on charges. Shipping is free, so there is nothing to deduct for it. We send the refund within 7 days of the cancellation being confirmed, back to the payment method you used, or as store credit that never expires if you prefer. Your bank or payment provider may then take a few days to show it. More detail is on our Refund Policy page.

5. After the 24 hours

Once the window has passed, your order may already be in production or packed, and we can no longer guarantee a change or cancellation. Please still contact us: if your order has not been started, we will try to help. If it has, you are not stuck. You can return any jersey, including a personalised one, within 60 days of delivery, and for a change of mind we send a free return label. The refund is sent within 7 days of receiving the return. See our Returns & Exchanges Policy for the steps.

6. Address changes after dispatch

If your order has already shipped, we cannot change the address on the parcel ourselves. Some carriers let the recipient redirect a delivery using the tracking link; check your shipping email for that option. If the parcel is returned to us because of an address problem, we will contact you to send it again or arrange a refund. Our Shipping & Delivery page has more on addresses and delivery times.

7. Check before you pay

We print exactly what is entered in the personalisation fields on the product page, and we do not send a proof or mockup before production. The live preview on the product page shows where text will sit, so use it to check spacing and spelling. A few easy checks before checkout:

• Read each name aloud letter by letter, especially names with double letters or accents.
• Confirm numbers with players; 16 and 61 are easy to swap.
• Compare sizes with our Size Guide, and remember youth and adult sizes are different charts.
• Look at the cart summary, which lists every field you filled in for each jersey.
• Make sure the delivery address includes a unit or suite number if there is one.

8. Team and bulk orders

Larger orders benefit most from the 24-hour window. We suggest that the person ordering shares the order confirmation with the team straight away and collects corrections within the first few hours. Send us one consolidated list of changes. If only some jerseys in the order need cancelling, the rest go ahead as planned, and the refund for the cancelled ones follows the same 7-day timing.

9. Cancellations by Jerz Hub

Very occasionally we may need to cancel an order ourselves, for example if a size or colour becomes unavailable, if we cannot deliver to the address given, or if the personalisation contains text we cannot print, such as a real team name, a league name or a brand name, which our products never carry, or content that is offensive. If that happens we email you first, offer an alternative where one exists, and refund anything we cannot supply within 7 days.

10. Duplicate orders

If you placed the same order twice by accident, for example after a payment page seemed to freeze, contact us right away with both order numbers. We will cancel the duplicate and refund it in full within 7 days of confirming the cancellation, even if you notice it after the 24-hour window, as long as the duplicate has not shipped.

11. Frequently asked

Can I edit my order myself in my account? Not at the moment; please email us and we will make the change for you.

I emailed at hour 23. Is that in time? Yes. We go by the time you sent the request, not the time we replied.

Will a change delay my order? A change made in the window normally keeps the usual 1-3 business days to get ready. A larger change, such as adding jerseys, may restart that count for the new items.

Can I cancel only the name on a jersey and keep the jersey? Yes, within 24 hours. If a name add-on charge applied, we refund that difference within 7 days.

13. Timeline examples

A spelling fix at hour 2. A coach orders twelve custom basketball jerseys at 9 a.m. and notices at 11 a.m. that one surname is missing a letter. She emails the corrected spelling with the order number. We confirm the change and the order keeps its usual timing: 1-3 business days to get ready and 7-14 business days in transit.

A full cancellation at hour 20. A parent orders a youth hockey jersey, then finds out the team has already supplied one. He emails before the 24 hours are up. We cancel the order and send the full refund within 7 days of confirming the cancellation.

A size change on day 3. A softball player realises after three days that she ordered the wrong size. The window has passed and the jersey is already made. She waits for delivery, then uses our 60-day return policy with a free label, and orders the right size separately.

An address correction at hour 6. A customer moved recently and the old address auto-filled at checkout. He emails the new address within the window, and we update it before the parcel is prepared.

14. What we need in your message

• Your order number, found in the confirmation email.
• The email address used at checkout, if you write from a different one.
• Whether you want to cancel the whole order, part of it or change it.
• For changes: the exact current details and the exact new details for each jersey.
• For address changes: the full new address including unit, city, state or region and ZIP or postcode.

Clear details let us make the change in one step. We act on what you write, so please copy names and numbers carefully. Because we do not send a proof or mockup before production, the version in your email is the version we use.

15. Why we cannot always change an order after 24 hours

After the window, your order may already have gone to production with your names and numbers. A printed jersey cannot be reprinted with different text, so a late change would mean making a new jersey from scratch. Rather than charge for that, we point you to our generous return policy: 60 days, free change-of-mind label and refunds within 7 days of receiving the return. That keeps things fair and simple for everyone.

16. Changing personalisation fields correctly

Each custom product page has its own personalisation fields, for example a name for the back, a number for the back, and on some jerseys a front number or a short text line. When you ask for a change, please name the field as it appears on the product page, such as “back name” or “back number”, and give the new value exactly as you want it printed, including capital letters, spaces and any apostrophes or hyphens. If you want to remove a field, say so; removing a field that carried an add-on charge means we refund that charge within 7 days of confirming the change. If you want to add a field after ordering, we will tell you the add-on amount and how to pay it before we update the order. We never suggest or print real team names, league names or brand names, so a change asking for one will be declined politely.

For larger orders, a simple table works best: player, current name, current number, new name, new number, size. Paste it into the email body rather than attaching a file, so it can be read on any device.

If you are not sure whether your request is still inside the window, send it anyway. We would much rather check an order than have a mistake go into production.

12. Contact

Jerz Hub, 9071 Fanega Court, Elk Grove, CA 95758, US. Email [email protected]; we reply within 24 hours on business days. For other questions, visit our Help Center, read the FAQs or check your parcel on the Order Tracking page. Our Terms of Service set out the full conditions of sale.