Order Tracking
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The kit is ordered. Now the whole team wants to know when it lands. This page shows you how to check where a Kit Crew order stands, what each status means, how long each stage normally takes and when to email us. Enter your order number and the email address you used at checkout in the lookup form on this page to see the current status of your order. If you have an account, the same information sits in My Account under your orders.
Order status at a glance
- Look it up: use your order number and checkout email on this page, or sign in to My Account.
- Processing: 1-3 business days to print and pack.
- Transit: 7-14 business days to the US, Canada, Australia and New Zealand.
- Shipping: free on every order; every order ships from the USA.
- Changes: possible within 24 hours of placing the order.
- Need an update: email support@kitcrew.shop with your order number.
Finding your order details
You need two things to look up an order: the order number and the email address used at checkout.
Where the order number is
Your order number appears in the order confirmation email we send right after checkout, and at the top of the order page in My Account. Search your inbox for kitcrew.shop if you cannot find the email, and check the spam or promotions folder.
Which email to use
Use the exact email typed at checkout. On team orders this is often the organiser’s work or club email rather than a personal one. If a parent volunteer placed the order, the lookup needs their email, not the coach’s.
Lookup not working
Check for a typing slip in either field, a space at the end of the email or an old order number from a previous season. If it still fails, email us and we will check the order for you.
What each status means
Your order moves through a few simple stages. The status you see tells you which stage it is in.
| Status | What is happening | Usual time | What you can do |
|---|---|---|---|
| Pending payment | Waiting for the payment to be confirmed | Usually short | Email us if it does not move |
| Processing | Payment confirmed; lettering printed and order packed | 1-3 business days | Changes possible within 24 hours of ordering |
| Completed | Order has been sent on its way to you | Then 7-14 business days in transit | Watch for delivery; plan handout day |
| Cancelled | Order was cancelled by you or by us | Refund within 7 days of confirmation | Check your email for the details |
| Refunded | Money sent back to the original payment method | Then your provider’s timing | Keep the refund email |
Processing is the busy part
During processing we print each player’s name and number exactly as typed, in capitals, in the lettering colour chosen. There is no proof before printing. If you spot a mistake while the order is still within 24 hours of checkout, email us right away. See Cancel or Change an Order.
Completed does not mean delivered
Completed means the parcel has left us. It now needs 7-14 business days in transit. A kit to Australia or New Zealand can take the full 14 business days, so organisers there should plan on the long end.
How long until the kit arrives
Add processing and transit together. A typical delivery lands between 8 and 17 business days after checkout. Business days run Monday to Friday and skip public holidays.
Plan from the game date
Count back 17 business days from the first game, then add a few days of margin. If that date has already passed, order now and plan a backup, such as playing the first game in Team Practice Pinnies. Full timing is on our Shipping and Delivery page.
Estimates, not guarantees
Transit times are estimates under normal conditions. Weather, border checks and peak weeks at the start of a season can add days. We do not offer rush shipping.
When to email us
Most orders need no help. Email us when one of these happens:
- The status has stayed on pending payment longer than you expected.
- The order has been in processing for more than 3 business days.
- More than 14 business days have passed since the order was completed and it has not arrived.
- The status says completed but the parcel is not at the address.
- You need the kit by a specific date and want to know whether it is likely.
What to put in your email
Include the order number, the delivery address, the email used at checkout and the date you need the kit by. The more specific you are, the faster we can give you a useful answer. We reply within 24 hours on business days.
What we can and cannot tell you
We can tell you where your order is in our process and what we know about its progress. We do not promise a specific carrier or delivery date. When something looks wrong, we work through it with you.
Deliveries to schools, clubs and offices
Team kit often goes to a front office, a gym reception or a church hall. Those places get a lot of post, and boxes can sit in a back room.
Before you call it missing
Ask the front desk, the caretaker, the PE department and whoever signs for deliveries. Check any mail room, locker or side entrance. Look for the box under the organiser’s name and under the building’s name.
Holiday closures
If the building closes during your delivery window, a parcel may be held or returned. Email us within 24 hours of ordering to change the address if you know a closure is coming.
Checking a team order on arrival
When the box lands, check it before anyone grabs a jersey. It is much harder to sort out a problem once kit has gone home with 14 different families.
- Count the items against your order confirmation.
- Check each name and number against your roster sheet.
- Check sizes, especially youth and adult lines for coaches.
- Look at the lettering colour on every jersey.
- Photograph any damage to the box or the items before throwing packaging away.
If something is not right
Email us with photos and your order number. Damaged, faulty and wrong items are put right with you. For change of mind, every item can be returned within 60 days with a free return label, including personalised jerseys. Photos you send are deleted 30 days after delivery. Read our Returns and Exchanges and Refund Policy pages for the details.
Several orders for one season
Many organisers end up with more than one order: the main roster, a late sign-up, a set of pinnies for the clinic. Each order has its own number and its own status.
Keep a simple log
Write down each order number, what it contains, the date you placed it and the address it is going to. When a parent asks where their child’s jersey is, you can find the right order in seconds.
Mid-season additions
A player who joins later is a separate order with its own timeline of 1-3 business days processing and 7-14 business days transit. It costs the same per-jersey price and ships free. Look it up on this page just like the first order.
Account or guest checkout
You can follow an order whether or not you created an account when you checked out.
With an account
Sign in to My Account to see every order you have placed with us, newest first. Each one opens to show its lines, sizes, player names and numbers, the delivery address and its current status. Organisers who buy every season find this the quickest way to compare this year’s roster with last year’s, or to reorder the same colourway for a new player.
As a guest
If you checked out without an account, use the lookup on this page with your order number and checkout email. It shows the same status information for that single order. Keep your confirmation email somewhere safe, since it holds the order number you need.
Sharing status with the team
Do not share your account login with players or parents. Instead, check the status yourself and pass on the update in the team chat. That keeps your address and payment history private to you.
Orders to Canada, Australia and New Zealand
Orders outside the United States cross a border on the way to you. The status on this page shows our part of the journey; the time at the border sits inside the 7-14 business day transit estimate.
Import charges
Kit Crew does not collect sales tax or import charges at checkout. Any duties or taxes depend on the destination country. If you are asked to pay something on delivery and are unsure about it, contact us and we will help you work out what it is.
Allow the full estimate
A coach in New Zealand planning a first game should build the schedule on 14 business days of transit, not 7. If the parcel arrives early, the kit simply waits for game day.
Quick answers about tracking
Why has my status not changed today?
Statuses move in steps, not by the hour. An order can stay in processing for up to 3 business days while lettering is printed and the roster is packed. That is normal.
Can I pay to speed it up?
No. We do not sell rush printing or faster shipping. The only way to gain time is to order early.
One jersey is missing from the box. Is it coming separately?
We aim to pack a team order together, but a large order can be split. Check your status and your email, then contact us with the order number and the missing player’s name and number so we can check.
Can I change the address now?
Within 24 hours of ordering, yes. After that, contact us and we will tell you what is possible.
Order emails to watch for
Your inbox is the second place to follow an order. Right after checkout you get an order confirmation listing every line, size, player name and number. Read it straight away: it is the best moment to catch a typo while the 24-hour change window is still open. Later emails tell you when the status moves on, or when we need something from you, such as a question about lettering we cannot print. Add support@kitcrew.shop to your contacts so these messages do not land in spam, and reply to the same thread when you write back so the whole history stays together. If an expected email never arrives, look up the order on this page before assuming anything has gone wrong.
Contact 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. You can also use Submit a Ticket, browse the FAQs or visit the Help Center.