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\nGot a question about a jersey, a size or an order? Email us. Every message lands in one inbox at support@jerseylane.shop and a person reads it.
\nWe reply within 24 hours on business days. Weekends and public holidays are not business days. So a message sent late on a Saturday is answered within 24 hours of the next business day starting.
\nEmail is the only way to reach Jersey Lane. There is no separate chat window or call line to chase. That keeps the full history of your question in one thread, which helps when a coach writes in about ten jerseys at once.
\nWhen we answer, reply to that same email instead of starting a new one. Fresh threads split the conversation and can slow things down. If you need to add a detail, such as a photo or a corrected spelling, just hit reply.
\nIf you have not heard back within 24 hours on a business day, check your spam or promotions folder for a message from jerseylane.shop. Adding our address to your contacts helps future replies land in your main inbox.
\nThe fastest replies come from messages that already contain everything we need. Before you hit send, run through this list.
\nA message like “Order 1234, Custom Name & Number Game Jersey, Black/White, size L. I typed number 12 but it should be 21. Please change it.” can be handled in one step.
\nDifferent questions need different details. Use the table below to match your topic to the right information and the page that explains the policy in full.
\n| Topic | \nWhat to include | \nRead first | \n
|---|---|---|
| Order status | \nOrder number and checkout email | \nOrder Tracking | \n
| Change or cancel an order | \nOrder number, the exact line to change, and the new details. Send within 24 hours of ordering. | \nCancel or Change an Order | \n
| Name or number correction | \nOrder number, product, the text as typed and the text as wanted | \nCancel or Change an Order | \n
| Return or exchange | \nOrder number, items to return, reason, and the new size or colourway if exchanging | \nReturns & Exchanges | \n
| Refund question | \nOrder number and the date your return was sent | \nRefund Policy | \n
| Delivery timing | \nOrder number and shipping country | \nShipping & Delivery | \n
| Damaged or wrong item | \nOrder number, photos of the item and label, and what you expected | \nReturns & Exchanges | \n
| Sizing advice | \nPlayer’s age, the size they wear now and the product name | \nSize Guide | \n
| Payment question | \nOrder number and what happened at checkout. Never card details. | \nPayment Methods | \n
| Privacy request | \nThe email on your account and what you want done with your data | \nPrivacy Policy | \n
| Copyright or trademark notice | \nThe work, where it appears on our site and your contact details | \nDMCA | \n
Here is how we handle the messages we see most, so you know what to expect before you write.
\nA coach orders ten Custom Name & Number Reversible Jerseys for a youth team. Five hours later they notice one player is 21, not 12. That is inside the 24-hour window, so email us with the order number and the correction and we will update it if production has not started.
\nIf the same mistake is spotted three days later, the order may already be printed. We print what was typed. Email us anyway and we will look at what can be done for that case. Non-personalised parts of an order follow the normal return route.
\nTell us the player’s age, the size they wear now and which product you are looking at. We will point you to the right part of the Size Guide. The most reliable check is measuring a jersey that already fits and comparing, which the guide explains step by step.
\nSay you ordered the Blacktop Jersey + Shorts Set in Large and the shorts run long. Within 60 days of delivery you can exchange for Medium. Email us with the order number and the size you want. We send a free return label, and the exchange is handled as a return plus a new order, or as store credit if you prefer.
\nTell us your shipping country and game date. We will be honest about the numbers: processing takes 1-3 business days and transit takes 7-14 business days. If your first game is 10 days away, the order may not arrive in time. We do not promise delivery dates.
\nChanging your mind after delivery is fine. If the Gradient Fade All-Over Print Jersey arrives in Sunset Fade and you would rather have Ice Fade, email us within 60 days of delivery. Change-of-mind returns get a free return label, and the refund is issued within 7 days of us receiving the item.
\nPicked Youth Court Crew Socks instead of Adult? Email us with the order number. If it is within 24 hours of ordering we can try to change it. After that, the 60-day return route applies.
\nBilling and shipping addresses can differ. A grandparent in Canada can send a Custom Youth Name & Number Jersey to a grandchild in Australia. If you spot a typo in the shipping address, email us within 24 hours of ordering so we can fix it before the parcel leaves.
\nTell us as soon as you can and attach photos. We use them only to sort out your order and delete them 30 days after delivery of that order. We will help you put it right.
\nCoaches often email about several jerseys in one go. Each jersey is its own line in the order, so a tidy list saves a lot of back and forth.
\nList each affected jersey on its own line with the product, size, name and number. For example:
\nOnly list the lines that need attention. If everything else is correct, say so, and we will leave the rest of the order untouched.
\nIf parents ordered separately, each order has its own number. Send one email per order, or put every order number at the top of a single email. Either works, as long as each change is matched to the right order.
\nAdding a player mid-season is a new order, not a change to the old one. Before you write, check the colourway name on the existing jerseys, such as Black/White or Royal/White, and order the same product in that colourway. If you are unsure which product the team has, send us the original order number and we will tell you.
\nHere is what happens after you press send, so you know where your question stands.
\n| Stage | \nWhat happens | \nWhat you do | \n
|---|---|---|
| You send the email | \nIt arrives in our single support inbox | \nInclude your order number and the details for your topic | \n
| First reply | \nWithin 24 hours on business days we answer or ask for anything missing | \nReply on the same thread | \n
| Action | \nWe make the change, issue a return label or explain the next step | \nFollow the instructions in our email | \n
| Wrap-up | \nWe confirm the outcome, such as an updated order, refund or store credit | \nKeep the email for your records | \n
Time-sensitive requests, such as a change inside the 24-hour window, are worth flagging in the subject line. A subject like “Change order 1234 – wrong number” helps us spot it quickly.
\nWe use the details in your email to answer your question and handle your order, nothing else. Photos you send, for example of a damaged item, are deleted 30 days after delivery of that order. Our Privacy Policy explains what we keep, why, and how to ask us to delete your information.
\nYour safety matters more than speed. Jersey Lane will never ask you, by email or any other way, to send:
\nWe never see full card numbers. If a message claiming to be from us asks for any of the above, do not reply. Forward it to support@jerseylane.shop so we know about it.
\nThe payment options available are shown at checkout. If a payment fails or you see something unexpected, describe what happened in words. See Payment Methods for how checkout payments work.
\nA quick reality check so your expectations match what the store actually offers.
\nMany answers are a click away and available any time, day or night.
\nJersey Lane, 3220 Common Way, Madera, CA 93637, US
\nSupport email: support@jerseylane.shop
\nReply time: within 24 hours on business days.
\nThe address above is our business address. For returns, please wait for our email: return instructions and the free return label are sent to you once you contact us.
\nWant to learn more about the store first? Read About Us, or go straight to the shop.
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