Cancel or Change an Order
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Rosters change, players drop out, someone realises they wanted the 3XL instead of the 2XL, and addresses get typed in a hurry. This page explains how to cancel a Proudjersey order or change it after you have placed it: what you can change, how quickly you need to ask, what happens once preparation has started and how fast you get your money back if an order is cancelled.
Cancellations and changes at a glance
- Free cancellation or changes: within 24 hours of placing your order, as long as it has not shipped.
- After 24 hours: we still try to help until the parcel is handed to the carrier.
- Already shipped: accept the parcel and use our 60-day return and exchange process.
- Refunds for cancelled orders: the full amount, processed and received within 7 calendar days of our confirmation.
- Response time: we confirm every cancellation or change request in writing within 1 business day.
The 24-hour change window
You can cancel your order, or change it, free of charge within 24 hours of placing it, provided it has not yet been handed to the carrier. Orders are prepared within 1–3 business days, so some orders are still in our queue after 24 hours and some leave sooner. The safest approach is simple: contact us the moment you know something needs to change.
After the 24-hour window, we do not refuse requests; we just cannot guarantee them. If the order has not been packed yet, we will usually still make the change. If it is already packed and labelled, we may be able to swap a size or remove an item; if it is already with the carrier, we move to the options in the “already shipped” section below.
How to ask for a cancellation or change
- Email us at [email protected] or submit a ticket. Use the subject line “Cancel” or “Change” followed by your order number, so your message is picked up first.
- Tell us exactly what you need. Include the email address used at checkout and a clear description, for example “change jersey 3 from XL to 2XL” or “cancel the whole order”.
- Wait for our written confirmation. We reply within 1 business day. Your request is final once you receive our confirmation email; until then, please do not place a duplicate order.
Please do not ask for changes through a payment dispute or by leaving a note in a later order. Those routes are slower and the request can be missed.
What happens to your order after you click “Place order”
Knowing where your order is in our process tells you how easy a change will be. Every order moves through the same stages:
- Received: the order is confirmed by email and waits in the preparation queue. Any change is simple at this stage.
- Being prepared: we pick the jerseys in the sizes you chose and check them against the order. Size swaps and removals are still possible, but the sooner you ask the better.
- Packed and labelled: the parcel is sealed and a shipping label exists. We can sometimes still open it for a size swap, but we cannot promise it.
- Shipped: the carrier has the parcel and you have a tracking number. Changes are no longer possible; returns and exchanges take over.
The whole journey from “received” to “shipped” takes 1–3 business days, which is why the 24-hour window exists: it is the time in which we can always guarantee a change.
Orders with a deadline
If you changed an order that needs to arrive by a particular date, such as a tournament, a holiday party or a birthday, tell us the date in your change request. Swapping sizes before shipping rarely adds time, but changing to a design that needs a different stock item might. We will tell you honestly if a change could put the date at risk, so you can decide whether to keep the original item and exchange it later instead. Our Shipping & Delivery page lists the current delivery estimates for the United States, Canada, Australia and New Zealand.
Changes we can make before shipping
| Change | Possible before shipping? | Price effect | What we need from you |
|---|---|---|---|
| Different size of the same jersey | Yes, subject to availability | None, sizes of a design cost the same | Item and new size |
| Different design | Yes, subject to availability | Difference refunded or requested | Item to replace and the new product |
| Add an item | Usually easier as a new order | New item charged separately | Product and size |
| Remove an item | Yes | Item refunded within 7 calendar days | Item to remove |
| Change quantity | Yes | Refunded or charged for the difference | Item and new quantity |
| Correct the shipping address | Yes | None | Full corrected address |
| Change the delivery country | Only between the US, Canada, Australia and New Zealand | None, shipping is free to all four | Full new address |
If a change increases the total, we tell you the difference first and only charge it after you agree. If a change lowers the total, we refund the difference to your original payment method within 7 calendar days. We cannot change the payment method on an existing order; if you want to pay differently, we cancel the order with a full refund and you place a new one.
Team orders: changing the roster
Team managers often need to adjust an order after collecting final sizes from players. To make this painless:
- Send one message listing every change, with the current and new size for each jersey, rather than several separate emails.
- If a player has dropped out, tell us which jersey to remove; we refund that item and ship the rest.
- If you are waiting on one or two players’ sizes, let us know before the 24-hour window closes. We can hold the order briefly so the whole roster ships together, and we will confirm in writing how long we can hold it.
- If you only discover a sizing problem after the jerseys arrive, use the Returns & Exchanges Policy: each jersey can be exchanged individually within 60 days of delivery.
If your order has already shipped
Once a parcel is with the carrier, we can no longer cancel it or change what is inside. You still have a full safety net:
- Wrong size or changed your mind: accept the delivery and start a return or exchange within 60 days of delivery under our Returns & Exchanges Policy.
- Wrong address: contact us at once. We ask the carrier to redirect the parcel, though the carrier decides whether that is possible. If the parcel returns to us, we reship it once you confirm the correct address.
- Refusing delivery: please avoid this if you can. Refused international parcels may be held or charged by customs, and the return to us takes longer than a normal return. Accepting the parcel and sending it back through our return process is usually faster for you.
Refunds for cancelled orders
When we confirm a cancellation before shipping, we refund everything you paid to your original payment method. The refund is processed the same business day we confirm the cancellation and reaches you within 7 calendar days of that confirmation. Because shipping is free to every country we serve, there is no shipping charge to keep. See our Refund Policy for more on refund timing and payment methods.
When Proudjersey cancels an order
Sometimes we have to cancel an order ourselves, for example when:
- a size or design sells out between your order and our preparation;
- a price was displayed incorrectly on the site because of a technical error;
- a payment cannot be verified, or the order shows signs of fraud;
- the delivery address is outside the countries we ship to, or cannot be served by the carrier.
If that happens, we email you straight away, explain why and refund the full amount within 7 calendar days. Where it makes sense, we also suggest a similar jersey in your size. If only one item in a larger order is affected, we ask whether you would like the rest of the order to ship or would prefer to cancel everything.
Real-life examples
A typo in the address, noticed an hour later
Alex places an order, then sees the apartment number is missing. Alex emails us with the subject “Change – order number” and the full corrected address. Because the request arrives within 24 hours and the order has not shipped, we update the address and confirm in writing the same business day.
Swapping two sizes in a team order
A coach orders ten softball jerseys and the next morning learns two players need a 4XL instead of a 3XL. The coach sends one email listing both changes. We swap the sizes before packing, the price stays the same, and the full set ships together.
Cancelling after the parcel has shipped
Morgan decides not to keep a hockey jersey, but the order shipped yesterday. We cannot stop the parcel, so Morgan accepts the delivery, emails us to start a return, and sends the jersey back within 14 days of our approval. The refund is processed within 7 calendar days after the jersey passes inspection.
Gift orders and changes by the recipient
If you ordered a jersey as a gift, only the person who placed the order can cancel it or change the shipping address before it ships; this protects buyers from someone redirecting a parcel without permission. After delivery, the recipient can exchange the jersey for another size or design within 60 days without involving you. If you would like the recipient to know they can swap sizes, you are welcome to share our Size Guide with them.
Frequently asked
Can I change my order myself in my account?
Not at the moment. Every change is handled by our support team so nothing is missed; email us and we will confirm the change in writing.
Will cancelling affect future orders?
No. Cancelling within the rules on this page has no effect on future purchases or on your account.
Can I cancel only part of my order?
Yes. Tell us which items to remove before the order ships and we refund just those items within 7 calendar days; the rest of the order ships as normal.
I placed the same order twice by mistake. What now?
Email us with both order numbers. If neither has shipped, we cancel the duplicate and refund it in full. If both have shipped, keep one and return the other within 60 days of delivery; because the duplicate was an honest mistake, tell us and we will help make the return as simple as possible.
What if I hear nothing back?
We reply to every request within 1 business day. If you have not heard from us, check your spam folder and then email again with the word “Urgent” and your order number in the subject line.
Contact us
Questions about an order you have just placed? Email [email protected] with your order number. You can also check the status on our Order Tracking page, read our Shipping & Delivery policy or browse the Help Center.