Submit a Ticket

Last updated: November 8, 2026

Need something sorted before the next practice? Open a ticket. A ticket is simply an email with a clear subject line, so it lands in the right queue and gets the right answer first time. Pick your category, fill in the details, hit send. That is the whole process.

Choose your ticket category

Click the category that fits best. Your email program opens with the subject line ready. If your email program does not open, write to support@kitcrew.shop and copy the subject shown in the table.

What to include in each ticket

Every ticket needs the basics. Some categories need a little more.

Required for every ticket

• Your full name as entered at checkout.
• The email address you used to order, if different from the one you are writing from.
• Your order number, if you have placed an order. You find it in the confirmation email and in My Account.
• A short description of what you need us to do.

Change order

List each line to change: the product, size and current name or number, then the new value. Example: “Custom Crew Basketball Jersey, adult L, number 23, player name JONES. Change number to 32.” If several lines change, write one sentence per line. We print exactly what is typed and send no proof, so be precise.

Cancel order

Say whether you want to cancel the whole order or specific lines. Cancellations inside 24 hours are refunded to the original payment method. Read Cancel or Change an Order for the full rules.

Order status

Give the order number and the delivery country. If you have a game date, mention it. Remember the timeline: 1-3 business days of processing, then 7-14 business days in transit.

Return or exchange

List the items you are returning, the sizes and the reason. Change of mind is a valid reason. Say whether you would like a refund or store credit, and whether you plan to reorder a different size or colour. Rules are on Returns and Exchanges.

Refund question

Tell us when you sent the return. We refund within 7 days of receiving it, to the original payment method. The Refund Policy has the detail.

Damaged or misprinted

Attach photos: the whole garment front and back, plus a close-up of the problem. Include the packaging if it was damaged. Photos are deleted 30 days after delivery.

Sizing help

Tell us the product, the players’ age range or adult sizes worn, and any measurement you took from a shirt that fits. The Size Guide explains how to measure.

Team order question

Give the product, the number of players, the size spread and the destination country. Note that there are no quantity discounts at the moment: the per-jersey price is the same at any quantity and shipping is free.

Payment or checkout

Describe what you saw and when, without any card details. A screenshot of an error message, with card details hidden, helps.

Safety first: what never goes in a ticket

Never send full card numbers, security codes, expiry dates, bank logins or account passwords. We do not need them to help you and we will never ask for them. If you receive an email claiming to be from Kit Crew asking for payment details, do not reply. Forward it to us instead.

For youth teams, send only what the order needs: the name to print, the number and the size. Dates of birth, addresses of individual players and other personal details are not needed.

What happens after you send it

1. It arrives. Your email lands in our support inbox, sorted by the subject line.
2. We match it. We find your order using the order number and checkout email.
3. We reply. Within 24 hours on business days, either with the fix or with a question.
4. We act. For changes inside the window, we update the order and confirm it. For returns, we send the free return label. For status questions, we give you an update.
5. We close it. Once the issue is sorted, we let you know. Reply in the same thread if anything else comes up.

Response times

Tickets in real team situations

The duplicate number

A rec-league basketball captain orders 11 jerseys and, five hours later, notices two players with number 23. They open a Change order ticket, name both lines and state the new number. Because it is inside 24 hours, we fix it before printing. If they had noticed three days later, the jersey would likely be printed, and the right ticket would be a Return request followed by a new order.

The wrong spelling

A coach types “MCKENZY” for a player whose name is “MCKENZIE”. There is no proof stage, so the jersey would be printed as typed. Caught within 24 hours, a Change order ticket fixes it.

The far-away first game

An organiser in New Zealand asks whether jerseys ordered today will make a game in three weeks. Their Order status or Team order ticket gets an honest answer: processing takes up to 3 business days and transit can take the full 14 business days, so three weeks is tight. We tell you that up front.

The logo request

An office softball organiser asks to add the company logo. Their Team order question gets a clear no: we print no logos, team names, sponsor marks or trademarks. Nicknames on the back are fine.

The colour mix-up

A clinic director receives 4 Training Soccer Jerseys and realises the colourway clashes with the opposing squad’s. They open a Return request ticket. We send a free return label, they send the jerseys back, and the refund arrives within 7 days of the parcel reaching us. A new order in the right colour ships free.

The extra pinnies

A camp director wants another bag of Team Practice Pinnies in a second colour after the first order shipped. No ticket is needed for that: they place a new order with the quantity on one cart line. If they want to check stock colours or sizes first, a Team order question ticket gets them an answer within 24 hours on business days.

Collecting roster details before you open a ticket

Organisers who manage many players save time by gathering everything in one sheet first. A simple layout with one row per player works best:

• Player name exactly as it should be printed, up to 14 characters.
• Number from 0 to 99, checked against the rest of the roster for repeats.
• Size, marked clearly as youth or adult.
• Lettering colour, usually the same for the whole team.
• Any add-on, such as the front number, so you tick it on the right lines.

When you open a Change order or Team order ticket, paste the relevant rows straight into the email. One clean list is far easier to act on than a chain of separate messages, and it lowers the chance that a correction is missed inside the 24-hour window.

One ticket per order

If you placed two separate orders, for example the main roster and a later jersey for a mid-season player, open one ticket for each order. Mixing two orders in one message makes it easy to apply a change to the wrong one.

One topic per ticket

If you need a change on one order and a return on another, send two tickets with the matching subjects. Each one is then handled on its own track and nothing waits behind the other.

Privacy and intellectual property tickets

Privacy requests

Use the Privacy request ticket to ask what personal data we hold about you, to correct it or to ask us to delete it. Write from the email address used on your orders so we can confirm the request is yours. Some order records may need to be kept for legal or accounting reasons; we will explain if that applies. The Privacy Policy covers your rights in full.

Copyright and trademark notices

If you believe something on our site uses your work or mark without permission, use the Intellectual property notice ticket. Identify the page, the work you own and how to reach you. The DMCA page lists the information a formal notice needs, and the Intellectual Property Policy explains our approach. We print original designs plus players’ own names and numbers only, and we never print other people’s names, logos or trademarks.

If your ticket does not get a reply

Check your spam or promotions folder for a reply from kitcrew.shop. Make sure you wrote to support@kitcrew.shop. If one business day has passed with nothing, send the ticket again and add “Second request” to the subject. Do not open several tickets for the same issue at once, because that splits the history.

Other ways to find an answer

Many questions are answered in the FAQs, the Help Center and on Shipping and Delivery. For order status, start at Order Tracking. General contact details are on Contact Us. Kit Crew, 4799 Seabreeze Lane, Myrtle Beach, SC 29579, US.