Submit a Ticket
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Need help with an order, a size, a return or anything else? Opening a ticket is the fastest way to reach the Jerseyheaven support team. Choose the topic below that matches your question: each button opens a new email to support@jerseyheaven.com with the right subject line already filled in, so your ticket lands in the correct queue straight away. We reply to every ticket within 1 business day.
Tickets at a glance
- Response time: within 1 business day (Monday to Friday, excluding US public holidays).
- Best results: include your order number, the email used at checkout and photos where relevant.
- One topic per ticket: it keeps answers clear; reply in the same thread for follow-ups.
- Never send: card numbers, security codes or passwords. We will never ask for them.
1. Open a ticket by topic
Select a topic to open a pre-addressed email. If the button does not open your email app, copy the address support@jerseyheaven.com and use the subject line shown in brackets.
Order status and tracking
Where is my order, my tracking has not updated, or my parcel shows delivered but I cannot find it.
Open a tracking ticket (subject: “Ticket: Order status and tracking”)
Change or cancel an order
Change a size, item, quantity or address, or cancel an order. Free within 24 hours of ordering if it has not shipped.
Open a change or cancel ticket (subject: “Ticket: Change or cancel order”)
Size exchange
The fit is not right and you want a different size. Available within 60 days of delivery.
Open an exchange ticket (subject: “Ticket: Size exchange”)
Return and refund
Return an item for a refund within 60 days of delivery, or ask about a refund already in progress.
Open a return ticket (subject: “Ticket: Return and refund”)
Damaged, defective or wrong item
Something arrived damaged, has a fault, or is not what you ordered. Please attach photos.
Open a damaged item ticket (subject: “Ticket: Damaged or wrong item”)
Sizing and product questions
Help choosing a size before you buy, questions about a product’s fit, fabric or care.
Open a sizing ticket (subject: “Ticket: Sizing or product question”)
Payment question
A declined payment, a charge you do not recognise or a receipt request.
Open a payment ticket (subject: “Ticket: Payment question”)
Account and privacy
Login problems, updating your details, or a request to access or delete your personal information.
Open an account ticket (subject: “Ticket: Account or privacy”)
Something else
Group orders, feedback, website problems or anything not listed above.
Open a general ticket (subject: “Ticket: General question”)
2. What to include in your ticket
A complete first message means we can usually solve the problem in a single reply. Please include:
- Your order number, from your confirmation email, if your question is about an order.
- The name and email address used at checkout, especially if you are writing from a different email.
- The item and size your question is about, for example “hockey jersey, 3XL”.
- What happened and what you would like us to do: an exchange to XL, a refund, a corrected address.
- Photos for anything damaged, defective or wrong: the whole item, a close-up of the problem and the size label or shipping label.
- Screenshots of any error message if you had trouble on the website, along with the device and browser you used.
| Ticket topic | Required | Helpful extras |
|---|---|---|
| Order status and tracking | Order number | Screenshot of the tracking page |
| Change or cancel | Order number and exact change | Time you placed the order |
| Size exchange | Order number, item, new size | Chest and length measurements |
| Return and refund | Order number and items | Reason for return |
| Damaged or wrong item | Order number and photos | Photo of outer packaging |
| Sizing question | Product link | Height and measurements of a top you like |
| Payment question | Order number or date and amount | Last four digits of the card (never the full number) |
| Account or privacy | Email address on the account | What you want changed or deleted |
3. Example tickets that get fast answers
A size exchange
“Hi, order 1047. The football jersey in L is too tight across the chest when I wear it over a hoodie. Could I exchange it for XL? It is unworn with the tags on. My pit-to-pit on a hoodie I like is 25 inches.”
A damaged item
“Order 1102 arrived today. The lettering on the back of the baseball jersey (2XL) is peeling at one corner. Three photos attached: the full back, a close-up of the corner and the size label. I would prefer a replacement.”
A tracking question
“Order 1166 to Ontario, Canada. Tracking has shown ‘awaiting clearance’ for four business days. Is this normal, or should we start an investigation? Screenshot attached.”
A sizing question before ordering
“Hi, I am looking at the hockey jersey in your Hockey Jerseys category. I am 6 ft 3 in and a hoodie I like measures 27 inches pit to pit and 31 inches long. I want to wear the jersey over that hoodie at outdoor games. Would 3XL or 4XL be better?”
A group order change
“Order 1203 for our rec-league team, placed this morning. Please change one softball jersey from M to L and add one more in 2XL. Same shipping address.”
Each of these includes the order number, the item and size, what happened, evidence and the outcome the customer wants. That is everything we need to act on the first reply.
4. Sending a ticket from your phone
The topic buttons work on phones and tablets: tapping one opens your default email app with the subject filled in. If you use webmail in a browser and nothing happens, copy support@jerseyheaven.com and the subject line instead. To attach photos on a phone, use the paperclip or photo icon in your email app; two or three clear photos are better than many blurry ones. Take photos in good daylight, close enough to show the problem and far enough away to show the whole item.
5. Reporting a website problem
If a page does not load, a button does nothing or checkout shows an error, tell us what you were trying to do, the page address, the exact error message and the device and browser you were using, for example “iPhone, Safari” or “Windows laptop, Chrome”. A screenshot helps a lot. Please do not keep retrying a payment that shows an error; contact us first so you are not charged twice.
6. What happens after you send a ticket
- Received: your email arrives in our support inbox, sorted by the subject line you chose.
- Reviewed: a member of our team reads it, checks your order and, where needed, the carrier’s tracking records.
- Answered: we reply within 1 business day with an answer, a solution or the next step, such as return instructions.
- Resolved: once the issue is fixed, for example an exchange shipped or a refund approved, we let you know. Approved refunds reach your original payment method within 7 calendar days.
If we need more information, we ask in the same email thread. Please reply in that thread rather than starting a new ticket, so the full history stays together and nobody has to ask you the same question twice.
7. Response times and busy periods
Our support team works Monday to Friday, excluding US public holidays, and replies within 1 business day. A ticket sent on Friday evening or over a weekend is answered on the next business day. During major sale periods and the weeks before the end-of-year holidays we receive more messages, but our 1-business-day reply target stays the same. Sending the same question several times does not move it up the queue and can slow things down, so please send one ticket and wait for our reply.
8. If you have not heard back
We reply within 1 business day. If that time has passed, first check your spam, junk and promotions folders for a message from support@jerseyheaven.com, and add the address to your contacts. Then reply to your original email with “Follow-up” added to the subject, so it stays in the same thread. If you think you may have mistyped our address, send a fresh message and mention when you first wrote.
9. Keep your information safe
Please never include your full card number, card security code, online banking login or account password in a ticket. Our team will never ask for them by email, chat or phone. If you need to discuss a payment, the last four digits of the card and the order number are all we need. If you receive a message that claims to be from Jerseyheaven and asks for these details, do not reply; forward it to support@jerseyheaven.com.
10. Before you open a ticket
Many questions are answered instantly on our help pages:
- Where is my parcel? Use Order Tracking with your order number and email.
- Delivery times and costs? See Shipping & Delivery.
- How do returns work? Read Returns & Exchanges.
- When will I get my money? Check the Refund Policy.
- Which size should I order? Use the Size Guide.
- Quick answers on everything else: our FAQs and Help Center.
11. Tickets for group and team orders
If you organised an order for several people, please send one ticket that covers everyone, listing each item and size that needs attention. For example: “Order 1234: two jerseys need exchanging, M to L and 2XL to 3XL.” One combined ticket means we can arrange all the exchanges together and ship the replacements in one parcel. Teammates can write to us directly if they prefer, but refunds are always handled with the person who paid.
12. Feedback and suggestions
Tickets are not only for problems. If there is a sport you would like us to cover, a size you could not find, or a part of the website that confused you, use the “Something else” button and tell us. We read every suggestion and use them to decide what to improve next. Compliments are welcome too; we pass them on to the people who packed your order.
13. Other ways to reach us
Prefer to write a normal email? Send it to support@jerseyheaven.com with your order number in the subject line; it is handled in exactly the same way as a ticket. Our postal address for formal written correspondence is Jerseyheaven, 801 E Locust St, Fort Branch, IN 47648-1217, United States. Please do not post returns to this address without a return authorization from us. More contact details are on our Contact Us page.