Submit a Ticket
Last updated:
Open a ticket, the fast way
- Pick your topic below and tap its link. Your email app opens with the subject already filled in.
- Every ticket goes to one inbox: support@jerseylane.shop.
- We reply within 24 hours on business days. Support is by email only.
- Put your order number in the subject where it says “order number”. It is the quickest way to your order.
- Need to change or cancel? Do it within 24 hours of placing the order.
- Never send card numbers or passwords. We will never ask for them.
How a ticket works at Jersey Lane
There is no form to fill in on this page. A ticket here is simply an email with a clear subject line. Each link below opens a new message to our support inbox with a subject that tells us the topic at a glance. That lets us sort your message to the right place before we even open it.
Before you hit send, replace the words “order number” in the subject with your real order ID. If you have no order yet, delete those words or write a short note instead, such as “before ordering”.
If a link does not open your email app
Some phones and work computers have no default mail app set up. If nothing happens when you tap a link, copy our address, support@jerseylane.shop, into the email service you use. Then type the topic from the table below as your subject line. It reaches the same inbox and gets the same reply time.
One topic per ticket
If you have two separate issues, such as a refund question and a sizing question for a new order, send two tickets. Short, single-topic emails get answered faster and nothing gets buried in a long thread. If the issues are about the same order, one email is fine.
Choose your topic
Tap the topic that fits best. If none of them does, use the general question link at the bottom of the table.
| Topic | Use it when | Open a ticket |
|---|---|---|
| Order change | You need to fix a name, number, size, colourway or address within 24 hours of ordering. | Email: Order change |
| Cancel order | You want to cancel within 24 hours of placing the order. | Email: Cancel order |
| Where is my order | Your order has been processing or in transit longer than you expected. | Email: Where is my order |
| Return or exchange | You want to send something back or swap a size or colourway, within 60 days of delivery. | Email: Return or exchange |
| Refund question | You returned an item, or an order was cancelled, and want to check on the money. | Email: Refund question |
| Damaged or wrong item | Something arrived damaged, the wrong item came, or the print does not match what you typed. | Email: Damaged or wrong item |
| Sizing question | You are not sure between two sizes, or between youth, adult and women’s racerback. | Email: Sizing question |
| Personalisation question | You have a question about the Name on back, Number or Lettering fields before you order. | Email: Personalisation question |
| Payment or checkout | Checkout failed, a payment did not go through, or you see a charge you do not recognise. | Email: Payment or checkout |
| Account or privacy | You need help with your account, or want to see, correct or delete your personal data. | Email: Account or privacy |
| Copyright or trademark | You believe something on our site uses your work without permission. | Email: Copyright or trademark |
| General question | Anything else about the store, products or policies. | Email: General question |
What to put in the email, topic by topic
The subject line tells us what the ticket is about. The body gives us what we need to act. If your first email has everything, we can usually sort it in one reply instead of three.
Order change
Write the order number, the item you want changed, what it says now and what it should say. Be exact. For example: “Custom Name & Number Reversible Jersey, player two: number is 12, should be 21.”
Timing matters most here. Changes are possible within 24 hours of placing the order. After that, the order may already be in production. A coach who spots a wrong number five hours after checkout is in good shape. A coach who spots it three days later is usually too late, because we print exactly what was typed. Email us anyway and we will tell you what can still be done.
Cancel order
Give the order number and the billing name. Say whether you want to cancel the whole order or just one item. If we can cancel in time, the money goes back to your original payment method. Read Cancel or Change an Order for the full rules.
Where is my order
Give the order number and the shipping country. Before writing, check the status yourself on Order Tracking. Then count business days. Processing takes 1-3 business days, and transit takes 7-14 business days to the US, Canada, Australia and New Zealand. If you are past both windows, tell us and we will look into it with you.
Return or exchange
List the item, the size you have and the size or colourway you want instead, if any. Tell us the reason in a line. Any reason is fine. Returns are open for 60 days from delivery, and we send a free return label for change-of-mind returns. There is no restocking fee.
Example: “Blacktop Jersey + Shorts Set, size Large. Shorts run long on me. Would like Medium.” An exchange is handled as a return plus a new order, or as store credit if you prefer. Store credit never expires.
Refund question
Give the order number and the date you sent the return or asked for the cancellation. Refunds are made within 7 days of us receiving your return, to the original payment method. Your bank or payment provider may take a little longer to post it on your statement.
Damaged or wrong item
Give the order number, which item is affected and what is wrong. Attach clear photos if you can: the whole item, the problem up close, and the label or print. We delete photos you send 30 days after the order was delivered. Tell us as soon as you can after the parcel arrives.
Sizing question
Name the product, who it is for and the size labels you are deciding between. Tell us what you compared it with, such as a jersey the player already wears that fits well. Read the Size Guide first. It explains how to measure and how to choose between youth, adult and racerback labels.
A parent with a tall 11-year-old, stuck between Youth XL and Adult Small, is exactly who should send this ticket before ordering. It is easier than a return later.
Personalisation question
Tell us the product and what you plan to type in each field. Remember the rules that apply on product pages:
- Name on back: up to 12 characters, printed in capitals.
- Number: 0-99, required on custom items.
- Lettering: Block or Arched.
- Some items have an extra option, such as “Number on shorts leg”.
We do not send a proof or mockup before production. The live preview on the product page shows your text on the product image. We print exactly what you type, so check the spelling of every name. We do not print team names, league names, logos or trademarks.
Payment or checkout
Give the order number if one was created, the date and time you tried, and what message you saw. A screenshot of the error helps. Do not include card details. We never see full card numbers, and we never need them to help.
Account or privacy
Write from the email address on your account or order. Say what you want: a copy of your data, a correction, or deletion. Read the Privacy Policy for what we hold and why.
Copyright or trademark
Tell us which page or product, what work you own, and how to reach you. Our DMCA page and our Intellectual Property Policy list everything a valid notice needs.
Tickets from coaches, parents and gift buyers
Some tickets cover more than one jersey or more than one person. A little structure helps us get them right the first time.
One ticket for a whole roster
A coach who ordered ten jerseys in one checkout can send a single ticket for that order. List each change on its own line, with the player’s current name and number and the fix. If the jerseys were bought in separate checkouts, put every order number in the email so we can find them all.
A teammate ordering later in the season
If a new player joins and wants to match the team, ask us before ordering if you are unsure. Tell us the product and the colourway name from your original order, such as Black/White or Royal/White. Each product comes in two colourways, so matching the name on the product page is the key step.
Gifts sent to another address
If you paid for a gift that went to someone else, send the ticket from the billing email used at checkout. That is how we confirm the order is yours. Tell us if the recipient lives in another country, such as a grandchild in Australia receiving a parcel ordered from Canada. We will reply to you, not to the recipient, unless you ask us to.
Mixed-up sizes or socks
Ordered Court Crew Socks in Youth when you meant Adult? That is a return or exchange ticket. Use the return link above and tell us which size you want instead.
What never goes in a ticket
Email is not a safe place for some information. Leave these out, every time:
- Full card numbers, expiry dates or security codes.
- Passwords for your account, your email or anything else.
- Bank login details or one-time codes.
- Government ID numbers.
If someone claiming to be Jersey Lane asks for any of these, it is not us. Our only support address is support@jerseylane.shop.
After you hit send
Here is what happens on our side, so you know what to expect.
| Step | What we do | What you can do |
|---|---|---|
| Received | Your email lands in our support inbox, sorted by the subject line. | Keep your sent email so you can reply in the same thread. |
| First reply | We answer within 24 hours on business days, either with a fix or with questions. | Check your spam folder if nothing arrives. |
| Follow-up | If we need photos, a size or a detail, we ask for it in the same thread. | Reply in that thread instead of starting a new one. |
| Resolved | We confirm what was done: a change, a label, a refund or an answer. | Reply if anything still looks wrong. |
Weekends and holidays
Our reply time counts business days. A ticket sent on Saturday is answered by the end of the next business day. If your question is about the 24-hour change window, send it as early as you can. The window counts from the moment you ordered, weekends included.
Please do not send the same ticket twice
Sending the same message again does not move it up the line. It can split the conversation in two. If you need to add something, reply to your own first email.
Check here first, it might be faster
Many questions already have an answer on the site. A quick look can save you the wait.
- Order status: Order Tracking, with your order ID and billing email.
- Delivery times and countries: Shipping & Delivery.
- How to send something back: Returns & Exchanges Policy.
- When the money comes back: Refund Policy.
- Common questions in one place: FAQs and the Help Center.
Write to us
Everything on this page leads to one place: support@jerseylane.shop. We reply within 24 hours on business days. Our business details are on Contact Us.
Jersey Lane, 3220 Common Way, Madera, CA 93637, US.