Contact Us

Last updated: November 8, 2026

Got a question about a name that will not fit, a number you want to swap, a hockey sweater that turned out roomier than you hoped, or a parcel heading to Halifax or Hamilton? Write to us. Jersa handles every question by email, and a real reply comes back within 24 hours on business days. This page tells you where to write, what to put in your message so we can answer in one go, and which page might already have the answer.

Our email and reply time

Every message to support@jersa.shop is read by a person and answered within 24 hours on business days. When a message arrives late on a Friday, expect your answer on Monday. If you reply to our email, keep the same thread so the whole history stays together. That way nobody has to ask you for your order number twice.

Time matters most in one situation: changes. You can cancel or change an order within 24 hours of placing it. If you notice a typo in a name, want a different number or need another size, write straight away and put the word “Change” and your order number in the subject line. The full rules are on Cancel or Change an Order.

What to include in your message

A complete first message usually means a complete first answer. Please include:

1. Your order number, from your confirmation email, if your question is about an order.
2. The email address used at checkout, if you are writing from a different one.
3. The product and size, for example “football jersey, size XL” or “hockey sweater, Goalie Cut”.
4. The personalisation exactly as you want it, if you are asking for a change. Write the name in capitals, letter by letter if it is unusual, plus the number and any Front word.
5. Photos, if something arrived damaged or not as described. A photo of the item laid flat and one of the shipping label is ideal.
6. Your question in a sentence or two. Short is perfect.

Please never send card numbers, passwords or bank details by email. We will never ask for them. If someone claiming to be Jersa asks for payment details by email or message, do not reply, and let us know.

Photos you send are used only to deal with your request and are deleted 30 days after delivery. Our Privacy Policy has the details.

Which page answers your question

Many questions already have a full answer on one of our help pages. The table below matches common topics with the page to read and the subject line to use if you still want to write.

Common reasons people write, and what we need

A spelling or number change

We print exactly what you type, with no proof sent before production. If you spot “MCDONAGH” where you meant “MCDONAUGH”, email us within 24 hours of ordering with the corrected spelling in capitals. We will confirm the change in writing. After 24 hours, write anyway and we will tell you what can still be done.

Size questions before you buy

Tell us which product you are looking at and the chest width of a shirt you already like, measured flat across from armpit to armpit. Mention how you like it to fit: snug, regular or roomy enough to wear over a hoodie. Our sizes run S to 4XL, and one hockey style also comes in a Goalie Cut for an extra $30. The Size Guide explains how to measure.

A parcel that seems slow

Orders are processed in 1-3 business days, then travel 7-14 business days to the US, Canada, Australia or New Zealand. Before you write, check the tracking link in your shipping email or on Order Tracking. If the dates have passed and the parcel still has not shown up, send your order number and we will help.

Something arrived damaged or wrong

Send your order number, a photo of the item and a photo of the label. Tell us what you expected and what arrived. We will reply with the next steps.

A change-of-mind return

You have 60 days to return. For change-of-mind returns we pay the postage and email you a free return label. Write with “Return” and your order number in the subject, tell us which items are coming back, and say whether you would like a refund, an exchange or store credit, which never expires. Refunds are issued within 7 days of us receiving the return. Personalised pieces follow the same 60-day policy; if a personalised item is not right, contact us and we will help.

Gifts

Sending a jersey as a surprise? You can enter the recipient’s address at checkout. If you have a date in mind, allow the full processing and transit time and tell us the occasion in your message if you have questions about timing. We cannot promise a delivery date, but we can help you plan.

Group and matching orders

Reunions, bachelor weekends, rec-league teams and family photo days often need several pieces with different names and numbers. Place each personalised item in your cart with its own text. If you have questions before ordering, email us with “Group order” in the subject, the style, how many pieces and the list of names and numbers, and we will help you check it.

Text we might not be able to print

We only print customers’ own words. We do not print team, league, college, player or brand names, logos or trademarked slogans. If you are unsure whether your text is fine, ask before you order.

Questions about a specific style

If you are torn between two pieces, say a hockey sweater and a football jersey for the same person, tell us both product names and who it is for. We can explain how the cuts differ, which styles offer the optional Front word, and which tees, caps or socks share the same colourway so a gift set matches. Caps are one size with an adjustable back, and socks are one size that fits most adults, so those two are the easy add-ons when you are not sure of someone’s size.

Payment questions

The payment options available for your order are shown at checkout. If something goes wrong while you pay, such as an error message or a payment that seems to have gone through twice, write with the time you tried, the email you used and a screenshot of any message. Do not include card details. The Payment Methods page explains the process.

Writing from Canada, Australia or New Zealand

We ship to all three, free and with no minimum, and the same 7-14 business day transit estimate applies after processing. Because we reply on US business days, a message sent on a Sunday evening in Auckland or Sydney may land on Saturday in Michigan and be answered on Monday our time. Whether any tax or import duty applies after delivery depends on your country’s rules, so if you have questions about charges at your door, your local customs or postal service is the best source. For anything about the order itself, from tracking to a change of address, write to us with your order number and we will help.

When you give an address, include the full postcode and, for Canada and Australia, the province or state. A missing unit number is one of the most common reasons a parcel stalls, so add it even if you think the building is easy to find.

Before you hit send: a quick checklist

• Is your order number in the subject or the first line?
• For changes: is the new spelling written in capitals, exactly as it should print?
• For damage: are both photos attached?
• For returns: have you said which items and whether you want a refund, exchange or store credit?
• Have you left out any card or password details?

What happens after you write

1. Your email reaches our support inbox straight away.
2. We read it and reply within 24 hours on business days, usually with an answer, sometimes with one short question.
3. If your request involves an action, such as a change, a return label or a refund, we confirm in writing when it is done.
4. Keep replying in the same thread so the history stays in one place.

If you have not heard back within a business day, check your spam or promotions folder for a message from support@jersa.shop, then write again. Adding our address to your contacts helps.

Business details

Jersa
7508 Crooked Creek Dr SW
Byron Center, MI 49315, US
Email: support@jersa.shop

This is our business address for correspondence. It is not a return address and not a shop you can visit. Please do not send returns here unless our return email tells you to; we email a free return label for change-of-mind returns. Orders ship from the USA to the United States, Canada, Australia and New Zealand only, with free shipping and no minimum.

More ways to help yourself

Browse the FAQs for quick answers, or the Help Center for guides grouped by topic. Learn more about the shop on About Us, and read our Terms of Service for the full rules. Ready to start? Explore hockey, basketball, football and baseball styles, or the tees and hoodies.