Contact Us
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How to reach Kit Crew
- Email: support@kitcrew.shop. Email is our only support channel.
- Reply time: within 24 hours on business days.
- Structured request: Submit a Ticket with a pre-filled subject for your topic.
- Change window: email within 24 hours of placing an order to change or cancel it.
- Business: Kit Crew, 4799 Seabreeze Lane, Myrtle Beach, SC 29579, US.
Got a roster question, a typo to fix or a parcel to chase? Write to us. A real person reads every message and answers by email. The clearer your first message, the faster we can sort it, so this page shows you what to include for each kind of request and where the answer may already be written down.
Write to the crew
Send your message to support@kitcrew.shop. We answer within 24 hours on business days. Business days are Monday to Friday, excluding public holidays, so a message sent late on a Friday is answered by the end of the next business day.
Why email only
Team orders carry a lot of detail: sizes, names, numbers, lettering colours, add-ons. Email keeps all of that in writing, in one thread, so nothing is lost between you, us and the print queue. We do not offer phone or chat support. Keeping one channel means every request is logged against the right order.
Prefer a form-style request?
Our Submit a Ticket page gives you an email link for each topic with the subject line already filled in. Use it if you want your request sorted to the right place straight away.
What to put in your message
A complete first message usually gets a complete first reply. Include:
- Your order number. It is in your order confirmation email and in My Account.
- The name on the order and the email used at checkout. This lets us match you to the order quickly.
- The exact line or player concerned. For example, “Line 7, Custom Crew Basketball Jersey, adult L, number 23.”
- What you want to happen. Fix a spelling, swap a size, cancel a line, start a return, or get a status update.
- Photos, if something looks wrong. A clear picture of the front, back and any problem area. Photos you email us are deleted 30 days after delivery.
What never to send
Never send card numbers, security codes, bank details or passwords by email. We will never ask for them. If anyone claiming to be us asks for payment details by email, do not reply and let us know.
Pick the right topic
Many answers are already written up in full. Check the matching page first; if it does not cover your case, email us and mention which page you read.
| Topic | Read first | What to include if you email |
|---|---|---|
| Order status | Order Tracking | Order number and checkout email |
| Change a name, number, size or address | Cancel or Change an Order | Order number, line and the correct details, within 24 hours |
| Return or exchange | Returns and Exchanges | Order number, items and reason |
| Refund timing | Refund Policy | Order number and date your return was sent |
| Shipping times and countries | Shipping and Delivery | Destination country and game date |
| Sizing a roster | Size Guide and FAQs | Product, players’ ages and the shirt you measured |
| Large team orders | Help Center | Product, number of players, sizes needed |
| Payments | Payment Methods | Order number and what you saw at checkout, no card details |
| Copyright or trademark concerns | DMCA and Intellectual Property | The page and the work concerned |
Time-sensitive requests
Changes inside 24 hours
If you need to change or cancel an order, the 24-hour window from placing it is what counts. Put “Change” or “Cancel” and your order number in the subject so it stands out. Example: you typed “MCKENZY” instead of “MCKENZIE” on one player’s line. Email us the order number, the line and the correct spelling. If it reaches us inside 24 hours, we fix it before printing. We do not send a proof afterwards; we print what you confirmed.
Game-day deadlines
Tell us your first game date. We cannot speed up processing or transit, which are 1-3 business days and 7-14 business days, but knowing the date helps us give you a realistic answer about whether an order placed today is likely to arrive in time. Organisers in Australia and New Zealand should plan for the full 14 business days in transit.
Late parcels
If the transit window has passed and your order has not arrived, email us with the order number and delivery address. We will look into it with you and explain the next step.
Questions about team orders
Organisers often write before ordering. Common questions and short answers:
“Can I get a price for 40 jerseys?”
The price per jersey is the same at any quantity and is shown on the product page. There are no quantity discounts, quotes or coupons at the moment. Shipping is free at any quantity, with no minimum.
“Can you add our school mascot?”
No. We print no logos, and no team, league or school names, mascots, sponsor marks, pro player names or trademarks. We print each player’s own name and number on our original designs.
“Can we mix youth and adult sizes?”
Yes. A youth soccer coach can order 14 youth Custom Team Soccer Jerseys, 2 Custom Goalkeeper Jerseys and two adult jerseys for the coaches in one checkout, shipped to a school address in Canada. Each player is a separate cart line.
“Can I order one more jersey later?”
Yes. Place a new order in the same style and colourway. Same price, free shipping, separate order.
“Can our office team put nicknames on the back?”
Yes. Nicknames are fine as long as they fit the 14-character limit and are not someone else’s name or trademark. An office softball organiser can order Custom Two-Button Softball Jerseys with a nickname on each back. The company logo, though, is not something we print, because we print no logos at all.
“Do you have practice gear without names?”
Yes. Team Practice Pinnies, the logo-free jerseys and Team Crew Socks need no personalisation. Pinnies take a quantity on one cart line, which keeps camp orders quick.
Sample messages that get fast answers
You do not need a template, but these examples show the level of detail that lets us act on the first reply.
Fixing a duplicate number
“Hi, order number from this morning. Lines 4 and 9 are both Custom Crew Basketball Jerseys with number 23. Please change line 9 to number 32. Everything else stays the same.” This is short, names the lines and states the outcome. A captain who sends this five hours after ordering is well inside the 24-hour change window.
Starting a return
“Hi, I would like to return 4 Training Soccer Jerseys, size adult M, from my order last month. We picked the wrong colour. Please send the return label.” We reply with the free return label and the steps. Once the parcel reaches us, the refund follows within 7 days to the original payment method.
Asking about sizing before ordering
“Hi, I coach a team of 12 players aged 9 to 12. I measured a T-shirt that fits one of the middle-sized kids. Which youth size should I start from on the Custom Team Soccer Jersey?” Tell us what you measured and how it fits the player. We will help you think it through. The Size Guide explains how to take that measurement.
Chasing a parcel
“Hi, my order to Auckland was placed 16 business days ago and shows as shipped. It has not arrived. First game is in ten days.” Including the place, the date and your deadline helps us respond with the right next step.
Returns and damage: email before you send anything
Please do not post items back without contacting us first. Our 60-day return window covers personalised items too, and change-of-mind returns come with a free return label, but we can only issue the label once we know which order and which items are coming back. Parcels sent without a label are hard to match to an order and slow everything down.
If something arrived damaged or the print looks wrong, email us with the order number and photos showing the problem clearly. Lay the jersey flat in good light and photograph the whole garment plus a close-up. We will tell you what happens next. As noted above, photos are deleted 30 days after delivery.
Your messages and your privacy
When you email us, we keep the message so we can help with your order and answer follow-ups. Player names and numbers you send are used only to print and ship your order. We do not share your messages for marketing. Full details, including how long we keep information and how to ask us to delete it, are in the Privacy Policy.
If you are a parent volunteer sending details for a youth team, send only what the order needs: the player’s first or last name as it should appear on the jersey, the number and the size. We do not need dates of birth or other personal details.
Feedback and suggestions
Tell us what would make team orders easier. Missing a colourway your league needs? Want a product we do not carry yet? Found a step on the site that confused your parent group? Email us with “Feedback” in the subject. We read every note, and suggestions from organisers shape what we work on next.
After you write
- Your email reaches our support inbox.
- We match it to your order using the order number and checkout email.
- We reply within 24 hours on business days, either with the answer or with what we need from you.
- For returns, we send a free return label. For changes inside the window, we confirm what was changed.
- Keep replying in the same thread so the full history stays together.
If you have not heard back within one business day, check your spam or promotions folder for a reply from kitcrew.shop, then write again.
Business details
Kit Crew, 4799 Seabreeze Lane, Myrtle Beach, SC 29579, US
Orders ship from the USA to the United States, Canada, Australia and New Zealand. This address is our business address for correspondence, not a returns address. For returns, always email first so we can send the correct free return label. Our Terms of Service are governed by the laws of South Carolina, and the Privacy Policy explains how we handle the details you send us.
Learn more before you write
Browse the Shop, read About Us, or check the full list of pages on the Sitemap. When you are ready, email support@kitcrew.shop and we will take it from there.