Submit a Ticket

Last updated: November 8, 2026

1. How tickets work at Jerzo

We do not use a ticket portal or a chat widget. A ticket is simply an email with a clear subject line. The subject tells us the topic at a glance, so the right answer comes back faster.

Click a topic link in the next section. Your email app opens a new message to [email protected] with the subject already filled in. Add your order number and details, then send. If the link does not open an app on your device, copy the subject text and email us manually.

2. Open a ticket by topic

3. Required details

A ticket we can solve in one reply has these:

• Your name as used at checkout.
• Your order number, if the ticket is about an order. Add it at the end of the subject line.
• The product: name, size, colourway, and collar if it is a lace-up style.
• The exact request: what you want changed, returned or answered.
• Photos for anything about a delivered jersey.

For lettering, type the name letter by letter and the number exactly. For example: name “KOWAL”, number “27”, straight block. That leaves nothing to guess.

4. What happens after you send

1. Received. Your ticket lands in our support inbox.
2. Read. A person reads it and checks your order if there is one.
3. Reply. Within 24 hours on business days you get a written answer, or a clear question if we need one more detail.
4. Action. We make the change, send the return label, issue the refund, or explain what is possible.
5. Close. We confirm what was done. Reply in the same thread if anything else comes up.

Business days are Monday to Friday, excluding US public holidays. A ticket sent on Friday evening is answered by the end of Monday.

5. Time-sensitive tickets

Two kinds of tickets are urgent because of our 24-hour window:

• Changes to lettering, size, colourway or address.
• Cancellations.

Send these as soon as you notice. Within 24 hours of ordering, we can make the change or cancel. After that, the jersey may already be in production. Read Cancel or Change an Order for the full rule.

6. Return and exchange tickets

You have 60 days from delivery. Open a return ticket with the order number and which jersey. We reply with a free return label and instructions. When the return reaches us, the refund is issued within 7 days, or you can choose store credit, which never expires. Personalised jerseys follow the rule on our Returns & Exchanges page.

Exchanging for a different size? Say so in the ticket and tell us the new size. We explain the quickest route.

7. Problem tickets: photo checklist

If a jersey arrives damaged, misprinted or wrong, good photos save days.

• The whole jersey, front, laid flat.
• The whole jersey, back, laid flat.
• A close-up of the problem.
• The shipping label on the parcel, if the parcel was damaged.
• The packing slip, if something is missing.

Natural daylight works best. Avoid filters.

8. Do not send these

Never include any of the following in a ticket:

• Full card numbers or card security codes.
• Bank logins or account passwords.
• Government ID numbers.

We will never ask for them. Payment happens only on the checkout page. If someone claiming to be Jerzo asks for them, forward the message to us and do not reply.

9. Your data in tickets

We use what you send only to answer your ticket and handle your order. Crest files and personalisation details are deleted 30 days after delivery. See the Privacy Policy for how we store and protect personal data.

10. Before you open a ticket

Many answers are one click away:

• FAQs for the most common questions.
• Order Tracking to see your order status.
• Shipping & Delivery: 1–3 business days processing, 7–14 business days transit, free to US, CA, AU and NZ.
• Size Guide for choosing a size.
• Refund Policy for refund timing.
• Help Center for everything else.

11. Contact details

Email: [email protected]. Business address: Jerzo, 10860 Knights Rd, Philadelphia, PA 19154, US. Email is our only support channel. See Contact Us for more.

12. Sample tickets that get solved in one reply

Lettering change

Subject: Change order – order number 1042. Body: “Hi, on line 2 of my order please change the name from SMITH to SMYTH, number stays 14, straight block. Thanks, Jordan.” Clear line, exact spelling, inside 24 hours. Done.

Size exchange

Subject: Return request – order number 1088. Body: “The blank two-stripe jersey in L, Midnight & Cyan, is too tight over my pads. I would like XL instead.” We reply with a free return label and the quickest way to get the XL.

Late parcel

Subject: Where is my order – order number 1101. Body: “Ordered on the 3rd, shipping to Calgary. The full 1–3 plus 7–14 business days have passed. Tracking last updated a week ago.” We check, reply within 24 hours on business days, and keep you posted in the same thread.

Sizing before buying

Subject: Sizing question. Body: “Looking at the custom goalie cut. My current jersey over my chest protector measures across the chest and from shoulder to hem as follows… Which size?” We give our honest recommendation based on what you send.

Crest file replacement

Subject: Crest file – order number 1120. Body: “Your email said the crest file was too small. Here is a new link to a larger PNG. We own this crest.” We check the file and move the order forward.

13. Ticket rules that keep things fast

• One ticket per order. If you have two orders, list both numbers in one email.
• Reply in the same thread rather than starting a new one. The history stays together.
• Keep the subject line we pre-filled; add your order number at the end.
• Attach photos directly rather than sending links where possible.
• Write in plain words. Short sentences work best.

14. How we prioritise

We answer every ticket within 24 hours on business days. Inside that window, we look first at messages that are time-sensitive: changes and cancellations inside the 24-hour order window, and address corrections before a parcel ships. Then returns, delivery problems and everything else. Nothing is left unanswered.

15. If you do not hear back

Check spam, junk and promotions folders for mail from [email protected]. Add the address to your contacts so future replies land in your inbox. If 24 business hours have passed and you still see nothing, send a short follow-up in the same thread. Email problems happen; a follow-up fixes most of them.

16. Tickets about rights

If you own a trademark, crest or design and believe it appears on our site or was printed in an order without permission, use the Rights notice link above. Our DMCA page and Intellectual Property Policy explain what a complete notice includes. We take these seriously: we do not print team, league, brand, character or real player names or logos, and we cancel and refund orders that ask for them.

17. Tickets about privacy

Want a copy of the personal data we hold, a correction, or deletion? Use the Privacy request link. Tell us the email address your orders use. We confirm the request and explain what we will do and when. Note that crest files and personalisation details are already deleted 30 days after delivery as standard.

18. Ticket topics explained

Change my order

Use this for lettering, size, colourway, collar or address changes. It only works within 24 hours of ordering, because after that the jersey may already be in production. Put every change in one message.

Cancel my order

Within 24 hours of ordering we cancel and refund. Tell us whether you want to cancel the whole order or one line of it.

Order status

Before you open this one, try Order Tracking. If the full window of 1–3 business days processing plus 7–14 business days transit has passed, open the ticket.

Return or exchange

Within 60 days of delivery. We reply with a free return label. Tell us if you want a different size so we can explain the fastest route.

Refund question

Refunds are issued within 7 days of receiving your return. Banks may take a few more days to show them. If more than 7 days have passed since your return reached us, open this ticket.

Report a problem

For damage, print faults or wrong items. Photos first, words second. We reply within 24 hours on business days with the next step.

Team order

For groups. Tell us the design, quantity, sizes and date needed. We will be honest about whether the timeline works.

Checkout issue

Payment methods are shown at checkout. If checkout shows an error, tell us what you saw and on which device and browser. Never include card details.

Sizing question

Send the product you are considering and measurements of a jersey you already own, taken flat. Say whether you wear pads or goalie gear underneath. Our Size Guide shows how to measure.

General question

Anything that does not fit the topics above. Product details, colourway matching, gift shipping. Ask away.