Cancel or Change an Order
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Rosters move. A player signs up late, a parent emails a new size at midnight, a captain spots two players wearing number 23. Kit Crew gives you a 24-hour window after checkout to cancel an order or change what is in it. This page explains what that window covers, how to use it and what your options are once it has closed.
Cancel and change at a glance
- Window: 24 hours from the moment you place the order.
- How: email support@kitcrew.shop with your order number and what you need.
- What you can change: player names, numbers, lettering colour, sizes, colourways, add-ons, quantities and the delivery address.
- Refund on cancellation: within 7 days of the cancellation being confirmed, to the original payment method.
- No proofs: we print exactly what is typed, so this window is your last chance to fix lettering before printing.
- After 24 hours: use the 60-day return route with a free return label.
Why the clock is 24 hours
Kit Crew processes orders in 1-3 business days. Personalised jerseys are printed during that time, and once a name is on the back it cannot be taken off. A 24-hour window gives you a full day to check the roster while leaving us room to start printing so your team is not waiting longer than it has to.
When the clock starts
The 24 hours start at the time your order is placed, as shown in your order confirmation email. They are 24 real hours, weekends included. An order placed at 8 pm on a Friday can be changed until 8 pm on Saturday.
Your email must arrive inside the window
What counts is when your email reaches us. Send it as soon as you spot the problem. We reply within 24 hours on business days, but your request is valid as long as it arrived in time, even if our reply comes later.
How to ask for a cancellation or change
- Find your order number in the confirmation email or in My Account.
- Write one email to support@kitcrew.shop with “Change” or “Cancel” and the order number in the subject line.
- Be exact. Name the cart line you want changed and give the new value. For example: “Line 7, Custom Crew Basketball Jersey, change number from 23 to 32”.
- Send every change at once. A single list is easier to apply correctly than a chain of small emails.
- Wait for our confirmation. We email you back to confirm what was changed or cancelled.
Use the email on the order
Write from the email address used at checkout. It helps us confirm the request comes from the person who placed the order, which protects you if someone else tries to change your team’s kit.
What you can change inside the window
| Change | Example | Price effect |
|---|---|---|
| Player name on back | “MCKENZY” to “MCKENZIE” | None |
| Player number | Duplicate 23 to 32, or 0 to 00 | None |
| Lettering colour | White to Gold | None |
| Size | Youth L to Adult S | May go up or down with the size price |
| Add-on | Remove “Add number on the front too” | $3 less per jersey |
| Quantity or lines | Remove a player who left the team | Price of the removed line |
| Delivery address | School office to coach’s home | None, shipping stays free |
Names and numbers
The “Player name on back” field takes up to 14 characters and prints in capitals. The “Player number (0-99)” field accepts any number from 0 to 99, and 0 and 00 are different numbers, so say which one you mean. If you change a name, check its length still fits the 14-character limit.
Adding items
To add a player, it is usually quickest to place a new order for that player. It costs the same per-jersey price and ships free. If you prefer it in the same parcel, ask us inside the 24 hours and we will tell you whether that is possible.
Price differences
If a change makes the order cheaper, such as removing a line, a front number or switching to a youth size, we refund the difference to the original payment method within 7 days of confirming the change. If a change makes it more expensive, such as switching to Adult 2XL to 4XL, we will tell you how to cover the difference.
Cancelling a whole order
Email us within 24 hours with the word “Cancel” and your order number. Once we confirm, the full amount is refunded to your original payment method within 7 days. There is no cancellation fee.
Cancelling part of an order
You can also cancel some lines and keep the rest. A volleyball organiser who ordered 12 Custom Volleyball Jerseys and learns that two players are out for the season can cancel those two lines inside the window. The other ten go ahead, and the two cancelled lines are refunded within 7 days.
When the 24 hours have passed
After the window, the order has usually moved into printing or packing, and we cannot stop it or change it. That does not leave you stuck.
Use the return route
Every item can be returned within 60 days, including personalised jerseys. Change-of-mind returns get a free return label and there is no restocking fee. The refund follows within 7 days of receiving the return. The steps are on our Returns and Exchanges page, and the refund details are on the Refund Policy page.
Order the fix in parallel
If the season is close, do not wait for the return to finish. Place a new order for the corrected jersey right away so it starts processing, then send the wrong one back. A basketball captain who finds a duplicated number on day three can have the right jersey on its way while the duplicate travels back to us.
Address problems after shipping
If the order has already been sent to the wrong address, we cannot promise to redirect it. Contact us and we will help you work out the best next step. See our Shipping and Delivery page for more.
When we cancel an order
Sometimes we need to cancel on our side. If we do, we tell you by email and refund within 7 days.
Lettering we cannot print
We print players’ own names and numbers and our original designs only. We do not print team names, league names, school names or mascots, sponsor or company logos, pro player names or any other trademark. An office softball organiser can put nicknames on Custom Two-Button Softball Jerseys, but not the company logo. If a personalisation field contains something we cannot print, we contact you first and offer to change it. If it cannot be changed, we cancel that line and refund it.
Other reasons
We may also cancel if an address is outside the United States, Canada, Australia or New Zealand, if we cannot confirm the order details with you, or if a payment cannot be verified. We will explain the reason when we contact you.
Common roster changes, worked through
The duplicated number
A rec-league basketball captain orders 11 Custom Crew Basketball Jerseys, one cart line per player. Five hours later, while texting the team, the captain sees that two players both asked for 23. The captain emails us: “Order number, line 4, change 23 to 32.” We confirm the change and the jerseys print with the right numbers. Nothing extra is charged.
The misspelled surname
A parent volunteer types “MCKENZY” in the “Player name on back” field. The player’s mum points it out that evening. Because we print exactly what is typed and send no proof, the volunteer emails us straight away with the correct spelling, and we update the line before printing.
The school address that closes
A youth soccer coach ships 14 Custom Team Soccer Jerseys, two Custom Goalkeeper Jerseys and two adult coach jerseys to a school in Canada, then learns the school shuts for a week of holidays during the delivery window. Within the 24 hours, the coach asks us to switch the address to home. We update it and the parcel goes there instead.
The front number change of heart
An organiser ticks “Add number on the front too” on every jersey, then decides the team only needs back numbers. Inside the window, we remove the add-on and refund $3 per jersey to the original payment method within 7 days of confirming the change.
Changes from parents and players
On a team order, the person who checked out is the one we take instructions from. If a parent or player emails us directly asking to change their own jersey, we will reply to the organiser’s email on the order so that one person stays in charge of the roster. This avoids two conflicting requests landing on the same cart line. Collect changes from your team, check them against your sheet, and send us one list.
Late joiners
A player who joins after the window is easy to handle. Place a separate order for one more jersey in the same colourway. It costs the same per-jersey price, ships free and travels on its own timeline of 1-3 business days processing plus 7-14 business days transit.
Check before you check out
The best change request is the one you never need to send. Five minutes with your roster before paying saves a lot of emails.
- Read every player name aloud against your roster sheet, letter by letter.
- Sort the cart by number and look for duplicates.
- Match youth and adult sizes to the right players, especially coaches ordering alongside the team.
- Confirm one lettering colour for the whole team unless you want a mix.
- Check the “Add number on the front too” box only on the lines where you want it, since the $3 is added per jersey.
- Watch the live preview as you type; it shows the name and number over the product photo.
Our Size Guide explains how to size a whole roster by measuring a shirt each player already owns.
Gear without a roster
Not every line in a crew order carries a name. Team Practice Pinnies, Team Crew Socks, Team Soccer Shorts and the logo-free jerseys sit on a single cart line with a quantity. Changing them inside the 24 hours is simple: tell us the line, the new size or colour, and the new quantity. A clinic director who ordered pinnies in One Size Adult but needs One Size Youth for an under-10 camp just sends one sentence. Outside the window, the same items follow the normal 60-day return with a free label, and you can reorder the right size on a separate order that ships free.
Reach the Kit Crew bench
Kit Crew, 4799 Seabreeze Lane, Myrtle Beach, SC 29579, US. Email support@kitcrew.shop; we reply within 24 hours on business days. For other questions, see our FAQs, the Help Center or Submit a Ticket.