Submit a Ticket
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A support ticket is simply an email that starts in the right place. Pick the topic below that matches your question, and the link opens a new email to [email protected] with the subject line already filled in. Add the details listed under that topic, send it, and your ticket is open. Every ticket gets a reply from our team within 1 business day, and the whole conversation stays in your inbox so you always have a record of what was agreed.
Before you open a ticket
- Have your order number ready. It is in your order confirmation email and lets us find your order instantly.
- One topic per ticket. If you have two unrelated questions, two tickets get two faster answers.
- Photos help. For anything damaged, defective or different from what you ordered, attach clear photos.
- Never send payment details. We will never ask for card numbers, security codes or passwords.
- Reply time: within 1 business day, Monday to Friday, excluding US public holidays.
Choose your ticket topic
Where is my order?
Open an order status ticket. Include your order number and the email used at checkout. If you already have a tracking number, tell us what the tracking page currently shows. Tip: the Order Tracking page may answer this instantly.
Change or cancel an order
Open a change or cancellation ticket. Include your order number and exactly what you want: “cancel the whole order”, “change jersey 2 from L to XL” or the full corrected shipping address. Changes are free within 24 hours of ordering if the order has not shipped; see Cancel or Change an Order.
Return or exchange
Open a return or exchange ticket. Include your order number, which item or items, the reason and whether you want a different size, a different design or a refund. You have 60 days from delivery; the full process is in our Returns & Exchanges Policy.
Damaged, defective or wrong item
Open a problem ticket. Include your order number and attach photos of the item, the problem and the shipping label. Tell us whether you would prefer a replacement or a refund. In most cases you will not need to send the item back.
Refund question
Open a refund ticket. Include your order number and the date your refund was approved, if you have received an approval email. Approved refunds reach your original payment method within 7 calendar days; our Refund Policy explains the timing.
Lost or late parcel
Open a delivery investigation ticket. Include your order number, the shipping address and the last status shown on the tracking page. If tracking has not updated for 7 business days, we open a carrier investigation for you.
Sizing help before ordering
Open a sizing ticket. Include the product name or link, your chest measurement or the measurements of a jersey you like (laid flat), how you want it to fit and what you will wear underneath. Our Size Guide shows how to measure.
Team or group order
Open a team order ticket. Include the design or designs, the list of sizes and quantities, the country the order ships to and the date you need the jerseys by. We will confirm availability and answer sizing questions before you order.
Payment problem
Open a payment ticket. Describe what happened (for example “payment declined” or “charged twice”) and include transaction references from your statement if relevant. Do not include card numbers. See Payment Methods for common fixes.
Privacy request
Open a privacy ticket. Tell us what you would like: a copy of your data, a correction or deletion. Write from the email address linked to your orders so we can verify the request. Our Privacy Policy lists your rights.
Copyright or intellectual property concern
Open a copyright ticket or an IP concern ticket. Follow the checklist on our DMCA page or Intellectual Property Policy so we can act quickly.
Anything else
Open a general ticket for feedback, design ideas, website problems or any question not listed above.
If the ticket links do not open an email
The links above use your device’s default email app. If nothing happens when you select one, your device may not have an email app set up, or you may use webmail in a browser. In that case, open your email account as usual, start a new message to [email protected] and copy the topic name into the subject line, followed by your order number. The ticket works exactly the same way.
What to include: a checklist
| Topic | Order number | Photos | Other details |
|---|---|---|---|
| Order status | Required | Not needed | Tracking status if available |
| Change or cancel | Required | Not needed | Exact change or new address |
| Return or exchange | Required | Only if faulty | Item, reason, size wanted or refund |
| Damaged, defective or wrong item | Required | Required | Replacement or refund preference |
| Refund question | Required | Not needed | Approval date if known |
| Lost or late parcel | Required | Not needed | Shipping address, last tracking status |
| Sizing help | Not needed | Optional | Product, measurements, preferred fit |
| Team order | Not needed | Not needed | Sizes, quantities, country, date |
| Payment problem | If an order exists | Not needed | What happened, transaction references (no card numbers) |
How to take photos that settle a claim quickly
For damaged, defective or wrong items, good photos usually mean we can approve a replacement or refund in our first reply, without asking you to post anything back. A few simple habits make all the difference:
- Photograph in daylight or a well-lit room, without flash glare on printed areas.
- Take one photo of the whole jersey laid flat, front and back, so we can see the design and the size label.
- Take one close-up of the problem itself: the torn seam, the smudged print, the missing button or the stain.
- Take one photo of the shipping label on the parcel, which links the item to your order and the carrier.
- If the box arrived crushed or torn, photograph the outside of the parcel before you throw it away.
Three or four photos are plenty. Large files are fine; if your email app reduces image quality, that is usually still enough for us to see the problem.
Example tickets
Exchange request
Subject: “Return or exchange – order number 1182”. Message: “The 2XL football jersey is too wide in the shoulders for me. Could I exchange it for an XL in the same design? I have not washed or worn it outside.”
Team order enquiry
Subject: “Team order enquiry”. Message: “We are a co-ed softball team in Adelaide, Australia. We would like 14 jerseys in one design: 3 × S, 4 × M, 3 × L, 2 × XL, 1 × 3XL, 1 × 5XL. Our season starts in five weeks. Is that realistic, and are all sizes available?”
Late parcel
Subject: “Lost or late parcel – order number 1207”. Message: “My tracking has shown ‘in transit’ for 8 business days with no update. The shipping address is in Calgary, Alberta. Can you check with the carrier?”
Tips for team managers
Coaches and organisers often handle several players’ questions at once. To keep things simple, open one ticket per order rather than one per player, and list every player’s issue in that single ticket with the jersey, current size and size wanted. We reply to the whole list at once and ship any exchanges together, so the roster is complete again in one delivery. If different players paid separately, we can still treat the request as one ticket as long as the jerseys are on the same order.
What happens after you send a ticket
- Received: your email arrives in our support inbox. If you included an order number, we match it to your order straight away.
- First reply within 1 business day: we answer your question, confirm the next step or ask for anything missing. We aim to solve most tickets in this first reply.
- Action: depending on the topic, we approve a return, reserve an exchange size, change your order, open a carrier investigation or process a refund, and we email you at each step.
- Resolved: once everything is done, we confirm by email. If you reply to that email, the ticket reopens automatically and we pick it up again.
Please reply within the same email thread rather than starting a new message about the same issue. Keeping everything in one thread means anyone on our team can see the full history and help you without asking you to repeat yourself.
Urgent requests
Some requests cannot wait, such as an address correction or a cancellation before your order ships. Add the word “Urgent” at the start of the subject line for those. We check urgent tickets first. Please keep “Urgent” for time-sensitive order changes so that it stays meaningful for everyone.
Response times and business days
Our support team answers tickets Monday to Friday, excluding US public holidays. A ticket sent on Saturday morning is answered by the end of Monday at the latest. During busy periods, such as the weeks before major holidays, we still reply within 1 business day, although resolving complex requests like carrier investigations can take longer: a carrier investigation can take up to 5 business days, and we update you during that time.
Accessibility and language
If you use assistive technology and any part of our site or checkout is hard to use, open a general ticket and tell us which page caused trouble; we can help you complete an order by email. We answer tickets in English. Short, simple sentences work perfectly, and if you prefer to write using a translation tool, that is completely fine; we will reply in clear, plain English that translates well.
Staying safe
We will never ask you to send card numbers, security codes, passwords or bank logins in a ticket, and we never ask you to pay through a link in an unexpected email. Our only support address is [email protected]. If you receive a message claiming to be from Proudjersey that asks for payment details, do not reply or click any links; forward it to us so we can warn other customers.
Other ways to find help
Many answers are a click away. The Help Center groups every topic in one place, our FAQs answer the most common questions in a sentence or two, and Contact Us lists our business details. When you are ready to ask a person, the ticket links above are the quickest way to reach us.