Order Tracking
Last updated:
Tracking at a glance
- Enter your order number and the billing email you used at checkout in the form above.
- Every order is prepared in 1-3 business days, then spends 7-14 business days in transit to the US, Canada, Australia or New Zealand.
- Shipping is free and every parcel ships from the USA.
- Questions about a parcel: email support@jersa.shop. We reply within 24 hours on business days.
How to use the tracking form
The form at the top of this page looks up your order directly in our store. It needs two things, and both must match what is on the order exactly.
Finding your order number
Your order number is in the subject line and the first lines of the order confirmation email we send right after checkout. It is also shown on the thank-you page you see after paying, and in the Orders section of your account if you checked out while logged in. Type only the digits into the Order ID field. A leading hash sign is not needed.
Which email to use
Use the billing email, the one you typed in the contact details at checkout. If you bought a jersey as a gift and sent it to someone else’s address, the billing email is still yours, not the recipient’s. If you have more than one email address, search each inbox for “jersa” to find which one received the confirmation.
If the form says it cannot find your order
Check for a mistyped digit, a space before or after the email address, or a different email than the one used at checkout. If it still does not work, email us from any address with your full name, the date you ordered and what you bought (for example, “forest lace-up hockey jersey, size L, name HOLLIS, number 9”). We can find the order that way.
What each order status means
The status you see in the form comes from our store system. It tells you where your order is on our side. Once a parcel has left us, the carrier’s tracking events (shown through the tracking details we email you) tell you where it is on the road.
| Status | What it means | What you should do |
|---|---|---|
| Pending payment | The order was created but payment has not been confirmed yet. | If you meant to pay, finish checkout or try again. If you are unsure whether you were charged, email us before ordering a second time. |
| On hold | The order is waiting for something to be confirmed, such as a payment check. | Nothing in most cases. If it stays on hold, email us with your order number. |
| Processing | Payment is received and we are preparing your order. Custom names and numbers are printed in this stage. | Within 24 hours of ordering you can still ask to cancel or change it. After that, simply wait for the shipping email. |
| Completed | Your order has been prepared and handed over for delivery. | Use the tracking details in your shipping email to follow the parcel. Allow 7-14 business days in transit. |
| Cancelled | The order was cancelled, by your request or because payment did not complete. | If you did not expect this, email us and we will explain what happened. |
| Refunded | A refund has been issued for the order or for part of it. | See the Refund Policy for how refunds reach you. |
| Failed | The payment did not go through. | Try again with the options shown at checkout. The Payment Methods page has tips. |
Carrier tracking events after your parcel ships
When your parcel is on its way, the tracking details in your shipping email show events recorded by the carrier. The wording varies between carriers and countries, but they usually fall into these groups.
| Event type | What it usually means | What you should do |
|---|---|---|
| Label created or shipment information received | The parcel is registered with the carrier but may not have been scanned yet. | Give it a few business days. Early scans can lag behind. |
| Shipped or accepted | The carrier has the parcel. | Nothing to do. Transit has started. |
| In transit | The parcel is moving between facilities. For Canada, Australia and New Zealand this can include an international leg and customs processing. | Expect quiet periods between scans, especially on international legs. |
| Out for delivery | The parcel is with the local delivery driver. | Make sure someone can receive it, or that the mailbox has room. |
| Delivered | The carrier recorded the parcel as delivered. | Check doorsteps, mailrooms, parcel lockers and neighbours. If it is not there, email us. |
| Delivery exception | Something interrupted delivery, such as an address problem, no access, or weather. | Read the carrier’s note and email us with your order number so we can help. |
How long tracking takes to look “normal”
Here is the timeline for a typical order, using our fixed numbers. Business days are Monday to Friday, excluding public holidays.
- Day 0: you place the order and receive a confirmation email. Your 24-hour change window starts.
- Business days 1-3: your order shows Processing while we prepare it. Custom jerseys are printed with the exact name and number you typed.
- Ship day: you receive a shipping email with the tracking details.
- Next 7-14 business days: the parcel travels to you. The first scan can take a little while to appear.
So a lace-up hockey jersey ordered on a Monday, prepared by Wednesday, could arrive anywhere from mid-week the following week to roughly three weeks later, depending on destination. Holidays and weekends stretch the calendar time but not the business-day count.
Late, stuck or missing parcels
When to contact us
Email us if any of these happen:
- More than 3 business days have passed since ordering and your order still shows Processing.
- The 7-14 business day transit time has passed and the parcel has not arrived.
- Tracking has shown no new event for a long stretch.
- Tracking shows a delivery exception or a return to sender.
- Tracking says delivered but you cannot find the parcel after checking around.
What happens next
Send your order number and a short description of what the tracking shows. We look at the order and the tracking with you and tell you what we are doing about it and what to expect. If a parcel turns out to be lost, contact us and we will help you resolve it.
Wrong address on the order
If you notice a mistake in the shipping address within 24 hours of ordering, email us and we can correct it before the order ships. After that, contact us straight away; once a parcel is with the carrier, we may not be able to redirect it, but we will help you with the options available. The Cancel or Change an Order page explains the change window.
Tracking special kinds of orders
Team and family orders
An order with several personalised jerseys, say six retro football jerseys for a flag-football team, is tracked under one order number. If your order arrives in more than one parcel, each parcel’s tracking will be sent to you. Count the jerseys and check each name and number against your confirmation email when the order arrives.
Gifts
Tracking emails go to the billing email, so you can watch a gift’s progress without spoiling the surprise. If you want the recipient to follow along, forward them the tracking details.
Orders to Canada, Australia and New Zealand
International parcels pass through customs, which can cause longer gaps between scans. We do not add sales tax at checkout, and whether taxes or duties apply depends on the destination country. If tracking shows a customs hold or a request for payment, email us with your order number and we will help.
Mixed orders
If you bought a custom jersey together with a ready-made item, such as a ringer tee or a six-panel cap, the whole order is still prepared within 1-3 business days before it ships.
Tracking questions we hear often
Why does my order still say Processing two days after I paid?
That is expected. Preparation takes 1-3 business days, and a custom jersey is printed with your name and number during that time. A Saturday order, for example, starts its count on Monday.
The tracking number does not show anything yet.
Carriers often take a little while to post the first scan after a label is created. Check again the next business day. If it still shows nothing after a few business days, email us.
Can I track without the order number?
The form needs the order number. If you cannot find it, email us with your name, the billing email and the date of the order, and we will look it up and send you the status.
Can I change the delivery address after it ships?
Once a parcel is with the carrier, we may not be able to change where it goes. Email us as soon as you notice and we will help with what is possible.
I ordered two jerseys and only one has arrived.
Check whether you received more than one tracking email. If everything should have come together, or the second parcel has stopped moving, email us with your order number and which item is missing, such as “the seafoam side panel basketball jersey, size XL”.
Does tracking update on weekends?
Some carriers scan on weekends and some do not. Our delivery estimates count business days only, so a quiet weekend in the tracking history is normal.
Will tracking show my personalisation?
No. Tracking only follows the parcel. To check the name and number on your custom jersey, open your order confirmation email, which lists exactly what you typed.
Is the status page the same for guest checkout?
Yes. Guests and account holders use the same form with the order number and billing email.
After delivery
Open the parcel and check sizes, colourways and lettering against your confirmation email. If something is wrong or damaged, email us with your order number and, if you can, a photo. We delete any photo you send 30 days after delivery. If the fit is not right, you have 60 days to return or exchange, with a free return label for change-of-mind returns. Read the Returns & Exchanges Policy and the Size Guide before you choose a new size.
Related help
- Shipping & Delivery for destinations and delivery times.
- Refund Policy for refunds issued within 7 days of receiving a return.
- Help Center and FAQs for everything else.
- Submit a Ticket to email us with a ready-made subject line.
Contact
Email support@jersa.shop or visit Contact Us. We support customers by email only and reply within 24 hours on business days. Jersa, 7508 Crooked Creek Dr SW, Byron Center, MI 49315, US.