Submit a Ticket

Last updated: November 8, 2026

A support ticket at Jerz Hub is simply an email to [email protected]. We do not use a ticket portal, phone line or chat window, which keeps everything in one thread you can search later. Every message is read by a person and answered within 24 hours on business days. This page shows what to put in your email so we can solve it in one reply instead of three.

How to open a ticket

Write a new email to [email protected] from the address you used at checkout, if you can.
Put the order number and a few words about the topic in the subject line, for example: Order 1234, size exchange.
In the body, describe what you need, using the checklist for your topic below.
Attach photos if your question is about how an item looks, fits or arrived.
Send it. You will receive our reply in the same thread, so please answer there rather than starting a new email.

Subject line examples

Order 1234, change back name before production
Order 1234, return for a larger size
Order 1234, tracking stuck
Order 1234, lettering differs from my order
Question before ordering, hockey jersey sizes over pads
Team order of 15 baseball jerseys, timing question

Checklists by topic

Change or cancel an order

Order number.
What to change: size, colour, name, number or the shipping address, with the new value written exactly as it should print.
Or the word cancel, if you want the order stopped.
Remember: changes and cancellations are possible within 24 hours of ordering.

Return or exchange

Order number and the item or items to return.
The reason: wrong size, changed mind, faulty item or print error.
For an exchange, the new size or colour.
Whether you want a refund to your original payment method or store credit.
We send a free return label for change-of-mind returns, and refunds go out within 7 days of receiving the return.

Item arrived damaged or wrong

Order number.
A clear photo of the whole jersey, front and back.
A close-up of the problem area: a print fault, a seam, a wrong letter or number.
A photo of the shipping label on the parcel, if the item is not what you ordered.

Tracking, late or lost parcels

Order number.
The last tracking status and date you can see.
For a parcel marked delivered, where you have already looked.

Questions before ordering

The product or link you are looking at.
For sizing, measurements of a jersey that fits well, or of the player, and whether pads are worn underneath.
For lettering, the text you want and the field you plan to use.
For team orders, the number of jerseys, sizes and your target date.

Payment or refund questions

Order number.
The date and amount of the charge or refund you are asking about.
Never send full card numbers, bank details or passwords. We do not need them and will never ask for them.

What happens after you send it

You will hear back within 24 hours on business days. Messages sent on a weekend or public holiday are answered on the next business day. If we need more details, we will ask in the same thread. Once an action is agreed, such as a return label, a lettering change or a refund, we will confirm it in writing, so you always have a record.

Refunds are sent within 7 days of receiving your return, or within 7 days of approving a cancellation. Store credit never expires and can be used on any future order.

Photos and personal data

Photos you send help us resolve a case quickly. We use them only to handle your request and delete customer photos 30 days after delivery of the related order. Please do not include photos of other people, ID documents or payment cards. Our Privacy Policy explains how we handle your information.

Tips for a quick answer

One topic per email works best. If you have two different orders, send two emails.
Reply in the same thread to keep the history together.
Write names and numbers in capital letters if you want them printed in capitals, and spell out any unusual characters.
Check spam and promotions folders for our reply, and add [email protected] to your contacts.
If the 24-hour change window is about to close, say so at the top of your email.

Topics we can and cannot help with

We can help with anything about your Jerz Hub order: sizing, lettering, timing, tracking, changes, cancellations, returns, exchanges, refunds, store credit and payment questions. We can also answer general questions about our styles before you buy.

We cannot print logos, crests or names of professional teams, leagues, colleges, clubs or brands, and we do not make copies of jerseys worn by real athletes. We do not ship outside the United States, Canada, Australia and New Zealand, and we do not provide design proofs before production. Legal notices about intellectual property follow the steps on our DMCA and Intellectual Property Policy pages.

Sample messages you can copy

These are templates to make writing easier. Replace the parts in capitals with your own details.

Changing lettering

Subject: Order NUMBER, change back name. Hello, I placed order NUMBER a few hours ago. On the medium black hockey jersey, please change the back name from SMTIH to SMITH. The number stays 14. Thank you, YOUR NAME.

Starting a return

Subject: Order NUMBER, return for a larger size. Hello, the large football jersey from order NUMBER fits too tight over pads. I would like to exchange it for an XL with the same name and number. Could you send me the return label? Thank you, YOUR NAME.

Reporting a problem

Subject: Order NUMBER, number printed wrong. Hello, my order shows number 27 but the jersey arrived with 21. I have attached a photo of the back and of the order confirmation. Please let me know the next step. Thank you, YOUR NAME.

Asking before ordering

Subject: Question before ordering, softball jersey sizes. Hello, I would like to order 12 softball jerseys for a youth team, ages 10 to 13. Which sizes do you recommend, and could they arrive within four weeks to Ontario, Canada? Thank you, YOUR NAME.

Our support standards

Reply time: within 24 hours on business days, for every message.
Plain answers: we tell you what we can do, what we cannot do and what happens next.
Written record: every agreed action is confirmed by email.
One thread: the same conversation stays together from first message to resolution.
No pressure: we will never push you to accept store credit over a refund; the choice is yours.

If you are not happy with an answer

Reply in the same thread and tell us what still feels unresolved. Another look at the case can often find a better route. Write the word REVIEW at the top of your reply if you would like the case looked at again from the start. Our goal is that every case ends with a jersey that fits and reads right, or with your money back in line with our policies.

Order number not to hand?

No problem. Send us the full name and the email used at checkout, the shipping address, the date you ordered and what you bought. That is usually enough for us to find the order. If you checked out with an account, you can also look up the number yourself under Orders in My Account.

Writing on behalf of someone else

A coach, parent or team manager can write to us about an order they placed. If you are asking about an order someone else placed, ask them to email us from their own address or to copy you into the thread. We only discuss order details with the person who placed the order, to protect their privacy.

At a glance: what to send and when

Ticket types and what to include
Topic	Include	When to write
Change or cancel	Order number, the exact change	Within the 24-hour window from ordering
Return or exchange	Order number, item, reason, refund or credit	Return accepted within 60 days of delivery
Damaged or wrong item	Order number, photos of item and label	As soon as you notice the problem
Tracking	Order number, last tracking status	After the estimated window has passed
Refund status	Order number, date of return	After 7 days from our receipt of the return
Before ordering	Product link, sizes, lettering, date	Any time

Things that slow a ticket down

Missing order number, so we have to search by name and date first.
Several unrelated questions in one email, which leads to a long back-and-forth.
Starting a new email for each reply instead of answering in the same thread.
Photos that are too dark or cropped to show the problem. Natural light and the whole garment work best.
Writing from a different email address than the one used at checkout without mentioning the original address.

Keeping your account safe

Jerz Hub support will never ask for your password, card number, security code or bank login, and will never send you a link asking you to pay again for an existing order. If you get an unexpected message like this using our name, do not click any links. Forward it to us so we can warn other customers. To reset your own password, use the lost password link on the My Account page.

Feedback and ideas

Ideas for a new jersey style, a colour you wish we had, or a field that would make lettering easier are welcome. Send them the same way, with the word Idea in the subject line. We read them all, even if we cannot reply to each one in detail.

Business days, weekends and holidays

Our 24-hour reply promise counts business days, Monday to Friday, excluding US public holidays. A message sent on Friday evening is normally answered on Monday. If your question is about the 24-hour change window, send it as early as you can, even on a weekend, because the window is measured from the time of your order and early requests have the best chance of being caught before production. Change requests are the first emails we open each business day.

During busy periods, such as the weeks before a new season or the end-of-year holidays, we still aim to answer every email within 24 hours on business days. Writing a complete first message, using the checklists above, is the best way to make sure your case is solved in a single reply.

Closed cases and follow-ups

Once your question is answered or your return is complete, the thread stays in your inbox and ours. If something comes up later about the same order, reply to that thread so the full history is right there. For a new order, start a new email so the two cases do not get mixed up. Thank you for helping us help you.

Helpful pages

Business details

Jerz Hub, 9071 Fanega Court, Elk Grove, CA 95758, US. Email: [email protected]. Please use email for all support; the address is for correspondence only and not for returns unless we ask you to use it.