Help Center
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Welcome to the Jerseyheaven Help Center. This is the starting point for every support question, from choosing a size before you buy to tracking a parcel, exchanging a jersey or checking on a refund. Each topic below has a short summary of the essentials and links to the page with the full details. If you cannot find what you need, email support@jerseyheaven.com or open a ticket, and we will reply within 1 business day.
The numbers that matter
- Processing: orders leave us within 1–3 business days.
- Shipping: free, no minimum, to the US, Canada, Australia and New Zealand; transit estimated at 3–7 business days.
- Changes: free within 24 hours of ordering if the order has not shipped.
- Returns: 60 days from delivery, any reason, no restocking fees.
- Refunds: received within 7 calendar days of approval.
- Support: email replies within 1 business day.
1. Quick answers to the five most-asked questions
Where is my order?
Your tracking number arrives by email when the parcel ships, within 1–3 business days of ordering. Enter your order number and checkout email on Order Tracking to see the latest status. If tracking has not moved for 7 business days, contact us and we open a carrier investigation for you.
Which size should I order?
Measure a top you already like, chest width from armpit to armpit and length from shoulder to hem, and compare with the product page. Hockey and football styles run roomy; soccer and volleyball styles sit closer. The Size Guide walks you through it.
Can I exchange for a different size?
Yes, within 60 days of delivery. You send the original back and we ship the new size to you free. Start an exchange by email with your order number and the size you need.
How long does shipping take, and is it really free?
Yes, shipping is free with no minimum to all four countries we serve. Most orders arrive within 4–10 business days: 1–3 business days to prepare plus an estimated 3–7 business days in transit.
When will I get my refund?
Once a refund is approved, the money reaches your original payment method within 7 calendar days. Approval happens when your return passes inspection, when we accept your photo claim, when a lost parcel is confirmed or when we confirm a cancellation.
2. Orders
Placing an order takes a few minutes: choose a product, pick your size from S to 5XL, add it to your cart and check out as a guest or with an account. You receive an order confirmation email immediately, and a shipping email with tracking when the parcel leaves us. Need to fix something? Within 24 hours of ordering, and as long as the order has not shipped, you can change sizes, items, quantities or the address, or cancel the order entirely, free of charge.
- Cancel or Change an Order: the 24-hour window, what we can still change later and how cancellation refunds work.
- Order Tracking: track a parcel and understand every order and tracking status.
- Terms of Service: the rules for using the site and buying from us.
3. Shipping and delivery
We ship from the USA to the United States, Canada, Australia and New Zealand, free and with no minimum order. Orders are prepared within 1–3 business days, and carrier transit is estimated at 3–7 business days. Orders to Canada, Australia and New Zealand may be charged import duties or taxes by the destination country on arrival. Lost parcels are replaced or refunded in full once confirmed lost or not found within 5 business days of an investigation, and damaged parcels are put right at no cost to you.
- Shipping & Delivery: destinations, costs, timing, customs, late, lost and damaged parcels.
- Order Tracking: status meanings and what to do if tracking stops updating.
4. Returns and exchanges
Every item can be returned or exchanged within 60 days of delivery, for any reason. For change-of-mind returns and size exchanges, the item should be unworn and unwashed, and you pay postage to send it back; we pay to ship any replacement to you. If an item is damaged, defective, wrong or not as described, everything is free and you often do not need to send it back at all. Contact us before posting anything so we can give you a return authorization and the right address.
- Returns & Exchanges Policy: the full process, packing tips, return shipping costs and international returns.
5. Refunds
Refunds go back to the payment method you used, or to store credit if you prefer, and are received within 7 calendar days of approval. Damaged, defective, wrong and lost items are refunded in full, including any shipping charge. There are never restocking or processing fees. If your refund has not appeared after 7 calendar days, contact us and we will send you the transaction reference and follow up with the payment provider.
- Refund Policy: when you are entitled to a refund, how much, where it goes and how long it takes.
6. Payments
All prices are in US dollars. The payment options available for your order are shown at checkout before you pay, and those are the only options we accept; we never ask for payment by email, phone or private message. Your payment is taken when you place the order and is processed by the payment provider shown at checkout, so we never see or store your full card number. If a payment is declined, check your details or contact your bank, then try again; a declined attempt does not create an order.
- Payment Methods: currency, when you are charged, security, declined payments, payment statuses and receipts.
7. Products and sizing
We carry sports-style jerseys for baseball, football, basketball, hockey, soccer, softball and volleyball, plus fan apparel: hoodies, T-shirts, jackets, polos and shorts. Every style is offered in adult sizes from S to 5XL. Fit varies by sport, so measuring a garment you already like is the most reliable way to choose. Our jerseys are sports-style designs, not official merchandise of any team, league or player.
- Size Guide: how to measure, fit by sport, choosing between sizes and big-and-tall tips.
- Shop all products: browse the full range by sport and apparel type.
- About Us: who we are, what we sell and the promises we make.
8. Account and privacy
An account is optional. It lets you save addresses and see your order history, and you can reset your password from My account at any time. We collect only the information we need to process orders and support you, we do not sell personal information, and you can ask to access, correct or delete your data by emailing us from the address linked to your account.
- Privacy Policy: what we collect, why, who we share it with and your rights.
9. Copyright, trademarks and personalisation
Our designs, photos and text belong to Jerseyheaven. If a product offers personalisation, it is for your own name, nickname, club or number; we cannot produce team names, league marks or famous players’ names. If you believe something on our site infringes your rights, we have clear processes for reporting it.
- Intellectual Property Policy: trademarks, publicity rights and personalisation rules.
- DMCA: how to send a copyright notice and how counter-notifications work.
10. Every support page in one list
| Page | Use it when you want to… |
|---|---|
| FAQs | Find a quick answer to a common question |
| Order Tracking | See where your parcel is |
| Shipping & Delivery | Check costs, timing and customs |
| Cancel or Change an Order | Fix a size, item or address after ordering |
| Returns & Exchanges | Send something back or swap a size |
| Refund Policy | Understand when and how you are refunded |
| Payment Methods | Learn how payment works |
| Size Guide | Choose the right size |
| Submit a Ticket | Contact support about a specific topic |
| Contact Us | Find all ways to reach us and our business details |
| Privacy Policy | Understand how your data is used |
| Terms of Service | Read the rules for using the site |
| Intellectual Property Policy | Report a trademark or design concern |
| DMCA | Send a copyright notice |
| Sitemap | See every page and category on the site |
11. Help for common situations
“I am buying for my whole team.”
Send everyone the Size Guide, collect measurements, place one order to the organiser’s address and double-check any names or numbers. If a few sizes are wrong, each item can be exchanged within 60 days of delivery.
“I need it before a specific date.”
Order about 10 business days ahead, with a few extra days for Canada, Australia and New Zealand. Email us before ordering if you are unsure, and we will tell you honestly whether the date looks realistic.
“My parcel says delivered but it is not here.”
Check around the property and with neighbours, wait until the end of the next business day, then contact us within 60 days of the delivery date. We work with you and the carrier to resolve it.
“The jersey I received has a fault.”
Email photos of the item, the fault and the size label within 60 days of delivery. We replace or refund it at no cost, usually without needing it back.
“I got a message asking me to pay a delivery fee.”
Do not click any link. We never request payment by text or private message. Forward the message to support@jerseyheaven.com and we will check the real status of your order.
“I am in Canada, Australia or New Zealand and my parcel is held at customs.”
Customs checks are a normal part of international delivery and can pause tracking for a few days. If the carrier asks you to pay duties or taxes, those are set by your country and paid by the recipient. If you are unsure whether a request is genuine, check it on the carrier’s official website or send us a screenshot.
“I ordered the wrong size a minute ago.”
Email us straight away with your order number and the right size. Within 24 hours, and before the order ships, we switch it free of charge.
“My jersey shrank after washing.”
Check the care label and tell us how it was washed and dried. If it was washed as the label says and still changed shape, send photos and we will treat it as a fault and put it right.
12. Contact our team
Still need help? Email support@jerseyheaven.com or choose a topic on Submit a Ticket. Include your order number, the item and size, and photos if something is wrong. We reply within 1 business day, Monday to Friday, excluding US public holidays.