Submit a Ticket
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A support ticket at Jersey Harbor is simply an email with the right subject line. Choose the topic below that matches your question, and the link opens a new email to support@jerseyharbor.shop with the subject already filled in. Add your order number and the details listed for that topic, then send. We reply within 24 hours on business days, and every ticket is read by a person.
Before you open a ticket
- Have your order number ready — it is in your order confirmation email.
- Write from your checkout email address if you can.
- Attach photos for anything about a damaged, misprinted or wrong item.
- Never send card numbers or passwords. We never need them.
- Reply time: within 24 hours on business days.
Choose your topic
Change or cancel an order
Open a change or cancel ticket. Include your order number and exactly what should change: for example “youth jersey YM to YL”, “back name RIVIERA to RIVERA”, “number 7 to 17”, “remove the trucker cap” or “cancel the whole order”. Changes and cancellations are free within 24 hours of ordering. Details: Cancel or Change an Order.
Start a return or exchange
Open a return ticket. Include your order number, the item or items, the reason, and whether you would like a refund, store credit or a different size or colour. Any item can be returned within 60 days of delivery, and we send a free return label. Details: Returns & Exchanges.
Damaged, misprinted or wrong item
Open a damaged item ticket. Include your order number and attach two or three clear photos: the whole item, a close-up of the problem and the shipping label. Tell us whether you would prefer a replacement or a refund. Photos are deleted 30 days after delivery.
Where is my order?
Open a delivery ticket. Include your order number, the shipping country and, if you have it, the last update on the carrier’s tracking page. First, you can check the status yourself on Order Tracking.
Refund question
Open a refund ticket. Include your order number and, if a refund was already confirmed, the date of our confirmation email. Refunds are issued within 7 days of a return reaching us. Details: Refund Policy.
Sizing help before you order
Open a sizing ticket. Tell us the product, who will wear it, and the flat chest width and body length of a shirt that fits them. The Size Guide explains how to measure.
Personalisation question
Open a personalisation ticket. Tell us the product and the exact text you would like on the back or front. We will tell you whether it can be printed — remember that we do not print team, league, college or player names or logos.
Payment question
Open a payment ticket. Include the date, the amount and your order number if one was created. Do not include card details. Background: Payment Methods.
Privacy request
Open a privacy ticket. Tell us what you would like — a copy of your information, a correction or deletion — and write from the email address linked to your order. Background: Privacy Policy.
Copyright or trademark concern
Open an IP ticket. Include the information listed on our DMCA page for copyright, or our Intellectual Property Policy for trademarks and designs.
Anything else
Open a general ticket for feedback, ideas or a question that does not fit above.
Which topic should I choose?
| If you want to | Choose |
|---|---|
| Fix a name, number, size, colour or address within 24 hours of ordering | Change or cancel an order |
| Send back something that fits badly or that you no longer want | Return or exchange |
| Report a smudge, crack, stain, chip, wrong item or missing item | Damaged, misprinted or wrong item |
| Ask about a parcel that has not arrived | Where is my order? |
| Ask when a confirmed refund will show | Refund question |
| Decide between two sizes before ordering | Sizing help before you order |
| Check whether a word or name can be printed | Personalisation question |
If you pick the wrong topic, do not worry: every ticket goes to the same inbox and we will deal with it all the same. The subject line simply helps us spot urgent requests, such as changes inside the 24-hour window, a little faster.
If the links do not open an email
Ticket links open your device’s default email app. If nothing happens — common on shared or work computers, or when you use webmail in a browser — simply write a new email to support@jerseyharbor.shop yourself and copy the topic name into the subject line, for example “Return or exchange”, followed by your order number. It reaches exactly the same inbox and is handled in the same way.
What happens after you send a ticket
| Step | What happens | Timing |
|---|---|---|
| 1. Received | Your email arrives in our support inbox | Immediately |
| 2. Matched | We find your order using the order number and email | When we read your ticket |
| 3. Answered | We reply with an answer, a confirmation, a return label or a question | Within 24 hours on business days |
| 4. Followed up | For returns, refunds and delivery questions we email at each further step | As each step happens |
| 5. Closed | Once everything is done, the conversation stays in your inbox as a record | When your request is complete |
Keep replying in the same email thread if you need to add something. That keeps the whole history together, so nothing has to be explained twice.
Sample tickets
Here is what a few well-written tickets look like. Your own words are fine; these simply show the details that help.
Change or cancel an order
“Order number in the subject. I placed this order about two hours ago. On the navy custom full-button jersey in size L, the back name should be RIVERA, not RIVIERA. The number 7 is correct. Everything else on the order stays the same. Thank you.”
Return or exchange
“Order number in the subject. The cream Old-Time two-button henley in M arrived on Monday and is a little tight across the chest. I would like to exchange it for an L in the same colour. It has only been tried on indoors and the tags are still attached.”
Damaged or wrong item
“Order number in the subject. The youth Little Slugger jersey arrived in grey, but I ordered red, size YL. Photos of the jersey, its size label and the shipping label are attached. A replacement in red would be great; my son’s next game is in three weeks.”
Where is my order?
“Order number in the subject. My order to Brisbane, Australia, shipped twelve business days ago. The last tracking update was an import scan six days ago. Is there anything I should do?”
Sizing help
“Looking at the Classic Sleeveless Button Vest Jersey for my wife. Her favourite tee measures 19 inches across the chest and 26 inches long, and she would like to wear the jersey over a tee. Which size would you suggest?”
Tickets for family and team orders
Large orders deserve one clear ticket. If you need to change several jerseys on the same order, list each change on its own line, identified by the name on the back, the size and the colour. For example: “HAYES 9 navy XL → change to L; HAYES 9 navy YM → change to YL; remove one trucker cap.” That way every change is handled at once, inside the 24-hour window, and our confirmation can repeat the list back to you line by line.
Tickets from Canada, Australia and New Zealand
Tickets from outside the United States are handled in exactly the same way and with the same reply time, counted in our US business days. Please include the destination country in delivery tickets, because international parcels pass through customs and their tracking can look different from US parcels. Returns from these countries still come with a free return label.
Writing a ticket that gets solved in one reply
- One topic per ticket. If you need a size change and have a payment question, two short tickets are easier to track than one long one.
- Exact text for personalisation. Type names and numbers in capitals exactly as they should appear, and say which jersey on the order they belong to.
- Photos in good light. Daylight near a window shows printing problems far better than a flash.
- Dates matter. If you need an order by a certain day, say so and give the destination country.
- Family orders. Refer to items by the name on the back, size and colour, for example “the navy HAYES 9 in XL”.
- Gift orders. Mention if the parcel went to a different address from yours, and whether the recipient should be kept out of our emails so the surprise is safe.
- Follow-ups. Reply in the same thread rather than starting a new one, so your earlier details stay attached.
Response times
We reply within 24 hours on business days, Monday to Friday, excluding public holidays. A ticket sent on Saturday is answered by the end of Monday. Requests to change or cancel an order are honoured if they reach us within 24 hours of ordering, even if our reply comes the next business day, so send them as soon as you can.
Keeping your ticket safe
We will never ask you for a card number, security code, banking password or one-time code in a ticket. We will never send you a link asking you to log in to pay again. If you receive a message that looks like it comes from us but asks for any of these, do not reply to it; forward it to support@jerseyharbor.shop instead.
After your request is resolved
When your ticket is complete — the change confirmed, the return refunded, the parcel delivered — you do not need to do anything to close it. The email thread stays in your inbox as a record of what was agreed, including any refund amounts and dates. If the same issue comes back later, for example a refund that has not shown on your statement after a few days, reply to that same thread so we can see the whole history at a glance. And if we got something wrong along the way, tell us; we would rather hear it and put it right.
Other ways to find an answer
Many tickets can be avoided with a quick look at the FAQs, which answer more than forty common questions, or the Help Center, which links every policy and guide. Our Contact Us page explains how we work by email and shows example messages.
Thank you for taking the time to write; a clear ticket is the fastest way to a jersey that is exactly right.
Jersey Harbor, 4635 W Aberdeen Pl, Littleton, CO 80123, US.