Last updated: November 1, 2026

One inbox, read by a person

Whether you are wondering about a size before the first cast of the season or you have a parcel on the porch that is not quite right, every question at Jersey Hollow goes to the same place: support@jerseyhollow.shop. We do not run a phone line or live chat, and we do not answer through social media. Keeping support to one inbox means nothing gets lost between channels, and the whole history of your question sits in one email thread that you can scroll back through.

We reply within 24 hours on business days. A message sent on a Saturday morning before you head to the boat ramp is answered within 24 hours of the next business day starting. If your question is about a change to an order you just placed, say so in the subject line, because the 24-hour change window runs from the moment the order is placed, not from when we reply.

Before you write, it is worth a quick look at our FAQs and the help center. Many questions about sizing, names, shipping times and returns are answered there in full. If you still need us, the sections below explain how to write a message we can answer in one reply.

Which page answers your question

Our support pages are organised by topic. Use this table to jump to the right one, or to choose the subject line for your email.

Write a message we can answer in one go

The quickest replies come from emails that already contain everything we need. Here is what helps, depending on the kind of question.

For any existing order

• Your order number, which is in the confirmation email and in My Account.
• The email address and name used at checkout, if you are writing from a different address.
• Which item in the order you mean, if there is more than one. For a crew order of five lake jerseys, name the person whose shirt you are asking about.
• What you would like us to do: change, cancel, return, exchange or simply check the status.

For a problem with a delivered item

• Clear photos of the issue: the whole jersey laid flat, a close-up of the print or the lettering, and the label showing the size.
• A photo of the outside of the parcel if it arrived damaged.
• A short description of what you expected and what arrived.

Photos you send us are used only to sort out your request and are deleted 30 days after delivery.

For a question before you buy

• The product name or a link to the product page.
• For sizing, a description of a shirt the wearer already owns and how they like it to fit. For example, an angler who layers a hoodie under the jersey on cold mornings might tell us their usual size and ask whether to go one up.
• For personalisation, the exact text you are thinking of, so we can confirm it fits within 14 letters and is something we can print.

What never to send

Do not email card numbers, bank details, passwords or one-time codes. We will never ask for them by email, and we will not process a payment from details sent to the support inbox. If someone claiming to be Jersey Hollow asks for payment details, do not reply and forward the message to us.

Time-sensitive requests

Some requests are only possible within a limited window, so they deserve a clear subject line and an early email.

Changing a name, size or colourway

We print exactly what is typed in the Name on back field, and no proof or mockup is sent before production. If you notice a spelling slip, such as BRANDEN instead of BRANDON, email us within 24 hours of placing the order and we will correct it. The same window applies to swapping a size. A wife who orders an XL birthday jersey for her husband and realises six hours later that he wears 2XL can email us and we will change it. If she only notices four days later, the change window has passed, and the route is a return within 60 days instead.

Cancelling an order

To cancel, email us within 24 hours of placing the order with the word Cancel and your order number in the subject. After that window, the order is on its way through processing and the returns route applies once it arrives. See cancel or change an order for the full rule.

Gift deadlines

Processing takes 1-3 business days and transit 7-14 business days to the US, Canada, Australia and New Zealand. If you are ordering for a birthday, Father’s Day, a retirement or Christmas, count backwards from the date before ordering. We cannot speed up transit, but we can tell you where your order stands if you email us.

What happens after you hit send

1. Your email arrives in the support inbox and is read by a person.
2. We match it to your order using the order number or checkout email.
3. We reply within 24 hours on business days, either with the answer or with a question if something is missing.
4. If your request needs an action, such as a return label, a name correction or a refund, we confirm when it is done.
5. Keep replying in the same thread. That way the whole history stays together and you do not need to repeat yourself.

If you have not heard back within 24 hours on a business day, check your spam or promotions folder first, then send a short follow-up in the same thread. Adding our address to your contacts helps our replies land in your main inbox.

Situations we can and cannot help with

Examples from the inbox

The lake trip order going to Canada

A grandfather wants four Custom Name family fishing crew jerseys, two adult and two youth, for a summer lake trip, and he wants them delivered to his daughter in Canada. He emailed to check that was possible. It is: he enters her address as the shipping address at checkout, the shipping is free, and the parcel goes straight to her. Any import duties or taxes depend on the destination country. Our shipping page has more on this.

The empty boat name field

A customer asked whether leaving the optional Boat name field empty on the offshore jersey would cause a problem. It does not. The add-on price is shown next to the field and is only charged when the field has text in it. Leave it empty and you pay the standard jersey price.

The teen between sizes

A parent wrote in about a teenager who wears youth XL but is close to an adult S. We suggested laying a favourite shirt flat and comparing it with both options using the size guide. If the choice turns out wrong, the 60-day return window covers an exchange.

The duck blind jersey that did not suit

Someone received a Duck Blind Marsh Grass jersey and simply changed their mind. They emailed within the 60 days, we sent a free return label, and the refund went back to the original payment method within 7 days of the return reaching us.

Five friends, five names, one order

A fishing club captain asked how to order matching lake jerseys for five members, each with their own name. We explained that each jersey goes into the cart separately with its own Name on back and size, and the whole set is paid for in one checkout. Before paying, he read each name aloud against the club list, which is the best check there is, because no proof is sent and we print exactly what is typed.

Your messages and your privacy

When you email us, we keep the thread so we can follow up on your order and look back at it if you write again. We use your name, email address, order details and any photos you attach only to answer your request. Photos sent to show a problem with an item are deleted 30 days after delivery.

If you want to see, correct or delete the personal details we hold about you, email us with Privacy request in the subject line and tell us which email address you used at checkout. The privacy policy explains what we collect, why, and how long we keep it. For questions about the rules that apply to every order, see our terms of service.

Copyright and trademark concerns

If you believe something on our store uses your work or your mark without permission, email us with the page link and the details of your claim. Our DMCA page sets out what a notice should contain so we can act on it promptly.

Business details

Jersey Hollow
3714 Pelham Lane, Charlotte, NC 28211, US
Email: support@jerseyhollow.shop

For returns, email us first: returns travel on the free label we send you. Returns go back using the free label we email you once you have contacted us, so that your parcel is matched to your order. To read more about who we are and what we sell, visit about Jersey Hollow, or go back to the shop to keep browsing.