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\nTo track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.
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Enter your order number and the email address you used at checkout in the form above to see where your Jerz Hub order is. The order number appears in the subject line and the first lines of your confirmation email, and the email must match the billing email on the order. If the form says it cannot find the order, check both values for typos or extra spaces, then try again. Still stuck? Email support@jerzhub.shop and we will look it up for you.
\nCan not find any of our emails? Look in spam, junk, promotions and updates folders, and search your inbox for jerzhub.shop. Some email providers hold messages from new senders for a while.
\nEvery Jerz Hub order follows the same timeline, wherever it is heading in our four shipping countries:
\nBusiness days run Monday to Friday and exclude public holidays. As a rough guide, add the preparation and transit times together to estimate your delivery window, and allow a little extra around holiday seasons when carriers are busy.
\n| Status | \nWhat is happening | \nWhat you should do | \n
|---|---|---|
| Pending payment | \nThe order was created but payment has not been confirmed. | \nComplete payment at checkout or place the order again. Unpaid orders are not prepared. | \n
| Processing | \nPayment is confirmed and your jersey is being prepared. Your 24-hour change window is open at the start of this stage. | \nEmail us within 24 hours of ordering if you need a change. Otherwise, sit tight. | \n
| Shipped / Completed | \nThe parcel has left us and a tracking link has been emailed to you. | \nUse the tracking link. The first carrier scan can take a day or two to appear. | \n
| In transit | \nThe carrier is moving your parcel between facilities, possibly across a border. | \nNothing needed. For CA, AU and NZ orders, customs checks may add a pause. | \n
| Out for delivery | \nThe parcel is on a local delivery vehicle today. | \nMake sure someone can receive it or that it can be left safely. | \n
| Delivered | \nThe carrier marks the parcel as delivered. | \nCheck your mailbox, porch, reception desk and neighbours. Contact us if you cannot find it. | \n
| Delivery exception | \nThe carrier hit a problem, such as an address issue, a failed attempt or a customs hold. | \nRead the carrier note, follow any instruction they give, and email us with your order number so we can help. | \n
| Cancelled | \nThe order was cancelled at your request or because payment did not go through. | \nIf you asked for a cancellation, your refund is sent within 7 days of approval. | \n
| Refunded | \nWe have sent money back to your payment method or issued store credit. | \nAllow your bank a few extra days to show the refund. | \n
Tracking numbers sometimes stay on the same scan for several days, especially when a parcel is handed between carriers or waits at a border. This is usually a pause in scanning rather than a problem with the parcel. If there is no new scan for an unusually long time, write to us with your order number and we will check with the carrier for you.
\nIf your parcel is past the end of its estimated window, contact us and we will help. We investigate with the carrier, and if the parcel cannot be found we work out a fair outcome with you, such as reprinting the jersey or refunding it. Because personalised items are made for you, a reprint uses the same name and number from your original order unless you tell us otherwise.
\nIf you notice a mistake in the shipping address, email us straight away. Within 24 hours of ordering we can update it before the parcel leaves. After dispatch, we may still be able to ask the carrier for a correction, but this is not always possible. A parcel returned to us because of an incorrect address can be sent out again once the address is confirmed.
\nParcels to these countries pass through customs. Duties and import taxes depend on the rules of the destination country and the value of the order. If the carrier contacts you about a customs payment or paperwork, follow their instructions, and let us know if anything looks wrong so we can help.
\nWe never ask for your password, card number or bank details by email. If you receive a message claiming to be from Jerz Hub that asks for these, do not reply, and forward it to us.
\nA large order, or one with many sizes and styles, may leave us in more than one parcel. When that happens, each parcel gets its own tracking number, and you may receive more than one shipping email. Keep all of them together. If one parcel arrives and another is still on its way, compare the tracking links before contacting us: often the second parcel is simply a day or two behind.
\nThe carrier label is created when we pack your order. The first real scan happens when the carrier collects the parcel and processes it, which can take one or two business days. Check again after that.
\nSome carriers let you choose a delivery option on their tracking page once the parcel is in their network. We cannot change the speed of transit from our side, but we can help if you need to redirect the parcel.
\nIf the carrier leaves a card or note saying the parcel is waiting at a pick-up point, follow their instructions and bring the identification they ask for. We do not offer collection from our address.
\nPreparation usually finishes within 1 to 3 business days, but the status can lag behind the parcel itself. If you have had no shipping email after three full business days, write to us with your order number and we will check right away.
\nIf the carrier for your country accepts the PO box, the parcel can be delivered there. Use a street address where possible, especially for bulky team orders, so that delivery is not delayed.
\nYes. The form at the top of this page works for both guest and account orders. You only need the order number and the billing email.
\nEmail us from your correct address with your full name, the shipping address and roughly when you ordered. We will find the order, update the email and resend your confirmation.
\nNo. Carrier tracking only shows the parcel journey. Your order confirmation email and My Account show what is inside, including sizes and lettering.
\nThe tracking link works in all four of our shipping countries. Near the end of the journey, the parcel may be handed to a local postal service in Canada, Australia or New Zealand, and the tracking page may then show a new carrier name or a new reference. That is normal and means your parcel has reached the local network.
\nEmail us with your order number and a photo of the item and of the shipping label. If we sent the wrong item or printed different text from what you entered, we will put it right with a replacement or a refund.
\nTell us as soon as possible. Within 24 hours of ordering we can change the address before dispatch. After that, we will ask the carrier whether a redirect is possible; if it is not, carrier mail-forwarding services in your country may help.
\nIf you need jerseys for a tournament, picture day or season opener, work backwards from the date: up to 3 business days of preparation, then 7 to 14 business days of transit, counting only weekdays that are not public holidays. Ordering a few weeks early leaves room for a size exchange if a player needs one. When a date is tight, email us before you order and we will give you an honest answer about whether it can make it.
\nKeep in mind that the delivery estimate is an estimate. Carriers set the final pace, and weather or peak seasons can stretch it.
\nJerz Hub, 9071 Fanega Court, Elk Grove, CA 95758, US. This is our business address for correspondence; please do not send parcels or returns there unless we ask you to. For anything about tracking, email support@jerzhub.shop.
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