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Plans shift. A size turns out to be wrong, a name gets misspelled, a trip date moves or the crew grows by one. This page explains how to cancel or change a Jersey Hollow order, how long you have to do it, which changes we can make and what happens once the window has closed. It applies to every order placed on jerseyhollow.shop, including Custom Name jerseys and hoodies with personalised text. The short version: email us within 24 hours of placing your order and we will sort it out.
Changing your mind in brief
- Window: cancel or change an order within 24 hours of placing it.
- How: email support@jerseyhollow.shop with your order number and what you need.
- Personalised items: Name on back and other text can be corrected inside the same 24 hours.
- After 24 hours: the order may already be in production; once it arrives you can use our 60-day return window with a free return label.
- Cancelled orders: refunded in full to the original payment method.
The 24-hour window and why it exists
You can cancel an order, or change what is in it, within 24 hours of the time you placed it. The clock starts from the time on your order confirmation email, not from the start of the next business day. We keep the window short because preparation begins quickly: most orders are ready to leave us within 1-3 business days, and personalised jerseys are produced with exactly the text you typed. Once your Name on back has been printed onto a jersey, it cannot be taken off again.
How to read the clock
If you order at 9:00 pm on a Friday, your window closes at 9:00 pm on Saturday. Weekends and holidays do not pause it, so if you notice a problem late at night, it is better to send a short email straight away than to wait for Monday morning. Our reply comes within 24 hours on business days, but your request counts from the moment it lands in our inbox.
Requests that arrive in time
Any cancellation or change request we receive inside the 24-hour window is honoured, as long as it includes enough detail for us to act on. You do not need to give a reason. A short message such as “Please cancel order 1234, I ordered twice by mistake” is perfectly fine.
How to ask for a cancellation or change
All requests are handled by email. There is no phone line or live chat, so email is the quickest and clearest way to reach us, and it leaves a written record of what you asked for.
- Write to support@jerseyhollow.shop from the email address used at checkout, if you can.
- Put “Cancel” or “Change” and your order number in the subject line.
- In the message, say exactly what you want: the item, the current option and the new option, or the full corrected text or address.
- Wait for our confirmation. A request is only final once we have replied to confirm it.
You can also submit a ticket, which reaches the same inbox. Whichever route you use, send one clear message rather than several short ones, so nothing gets missed.
What we can change inside the window
Within 24 hours of placing an order, most details can still be adjusted. The table below shows the most common requests and how we handle each one.
| What you want to change | Within 24 hours | After 24 hours |
|---|---|---|
| Size, for example XL to 2XL | Yes, we update the order | Use the 60-day return route once it arrives |
| Colourway or print pattern | Yes, we update the order | Use the 60-day return route once it arrives |
| Name on back spelling | Yes, we correct it before production | We print exactly what was typed; contact us and we will look at the options |
| Sleeve text, Camp name, Boat name or Trip year | Yes, add, remove or correct it | Contact us and we will look at the options |
| Lettering colour (White, Black or Sand) | Yes, we switch it | Contact us and we will look at the options |
| Add or remove items, or change quantities | Yes, we adjust the order | Place a new order for extra items |
| Shipping address | Yes, we update it | Email us at once; we will help where we can |
| Cancel the whole order | Yes, full refund | Use the 60-day return route once it arrives |
When a change affects the price
Some changes alter the total. Adding an optional Boat name or Sleeve text brings in its add-on price, while removing one takes it away. Adding a hoodie raises the total, and removing a cap lowers it. Shipping stays free whatever you change. We always tell you the difference before making the change, we only collect an extra amount after you agree, and we refund any lower amount to your original payment method.
Personalised items: the extra care they need
Custom Name products carry text that is yours alone, so they deserve a slower look before you press the order button. There is no proof or mockup step: we print exactly what is typed into the fields, in capitals, using the lettering colour you picked. The live preview on the product page shows how your text sits over the photo, and that preview is your final check.
The misspelled name
A common case: someone types BRANDEN into the Name on back field when the angler’s name is BRANDON. If they catch it within 24 hours and email us the correct spelling, we fix it before production and the jersey arrives with BRANDON across the shoulders. If they notice only when the parcel is opened, the jersey will read BRANDEN, because that is what was typed. Contact us in that situation and we will talk through what we can do, including the return route.
A quick checklist before ordering personalised pieces
- Read every name letter by letter, out loud if it helps.
- Keep each Name on back to 14 characters or fewer, and remember it prints in capitals.
- Check optional fields you meant to leave empty; anything typed there is printed and its add-on price is charged.
- Avoid brand names, logos, tournament names, team names or a pro angler’s or hunter’s name. We cannot print them, and an order containing them will be held while we contact you.
- For a group order, match each name to the right size before you submit.
Two birthdays, two outcomes
Timing is everything with this policy, so here are two versions of the same story.
Caught in time
A wife orders a Custom Name Bass Tournament jersey in size XL for her husband’s birthday, with his name on back in White lettering. Six hours later, folding laundry, she sees that his favourite fishing shirts are all 2XL. She emails us with the order number and “please change XL to 2XL”. Because her message arrives inside the 24-hour window, we update the order and confirm by reply. The jersey goes into production in 2XL, and no extra charge applies because every long sleeve jersey size has the same price.
Caught four days later
Now picture the same order, but she only notices the size on day four. By then the jersey has been printed in XL. We cannot change it, but she is not stuck: once the parcel arrives she can return the jersey within 60 days, using the free return label we provide for change-of-mind returns. When we receive it, we refund her within 7 days to the original payment method, or issue store credit on request, and she can order the 2XL. The details are on our Returns & Exchanges page.
When the 24 hours have passed
Once the window closes, your order may already be in production or on its way, and we can no longer guarantee a cancellation or change. That does not leave you without options.
The order has not arrived yet
Let it arrive. You can check its progress on the Order Tracking page or in My Account. Preparation takes 1-3 business days and transit takes 7-14 business days, as set out in our Shipping & Delivery policy.
The order has arrived
You have 60 days to return items, including personalised ones, for any reason. Change-of-mind return postage is paid by us through a free return label, and there is no restocking fee. Once we receive the return, your refund is sent within 7 days to the original payment method. See our Refund Policy for how the money side works.
An urgent address problem
If you realise after 24 hours that the shipping address is wrong, email us immediately with the order number and the correct address. We will tell you honestly what can still be done and help where we can.
Money back on a cancelled order
When we confirm a cancellation made inside the window, we refund the whole amount you paid, including any add-on prices for personalisation, to the original payment method. Shipping was free, so there is nothing to deduct. How quickly the money shows in your account after we send it depends on your bank or payment provider. If you would rather keep the value with us, ask for store credit instead; it never expires.
Partial cancellations
If you cancel only part of an order, for example one jersey from a matching set of five Lake jerseys for a fishing club, we refund the price of that item and send the rest of the order as normal.
When Jersey Hollow cancels an order
Occasionally we may need to cancel an order ourselves. That can happen if payment cannot be confirmed, if the shipping address is outside the United States, Canada, Australia or New Zealand, if personalised text includes a brand name, logo, trademark or someone else’s artwork that we cannot print, or if a price was shown in error. In each case we email you first to explain, give you a chance to correct the issue where possible, and refund anything you paid in full if the order does not go ahead.
Changes to group and family orders
Crew sets bring more names, more sizes and more chances for a small slip. A fishing club of five friends ordering matching Lake jerseys, each with a different name on back, might realise the next morning that one member wants a hooded long sleeve jersey instead, or that two names were typed into the wrong size lines. Inside the 24-hour window, all of that can be fixed in one email: list each item, the current name and size, and what it should become.
Youth and adult sizes in the same set
Family orders often mix youth sizes with the unisex adult cut. A teen who wears Youth XL may sit close to adult S, and families sometimes swap between the two after ordering. If you want to move a child from the Youth jersey to the adult cut, or the other way round, email us within 24 hours. Our Size Guide explains how to compare with a shirt the wearer already owns, which is the best way to decide before you order.
Adding someone late
If another angler joins the trip after the window has closed, place a new order for their jersey. It will follow its own 1-3 business day preparation and 7-14 business day transit, so it may arrive on a different day from the rest of the set.
Duplicate orders and double clicks
If you think you placed the same order twice, perhaps on a slow connection at the boat ramp, check your inbox for two confirmation emails with different order numbers. Email us within 24 hours with both numbers and tell us which one to keep. We cancel the other and refund it in full.
Reach us about an order
Email support@jerseyhollow.shop with your order number in the subject line. We reply within 24 hours on business days. For other questions, try the FAQs, the Help Center or our Size Guide.
Jersey Hollow, 3714 Pelham Lane, Charlotte, NC 28211, US.