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Use the form above to look up a Jersey Hollow order. Enter your order number and the email address you used at checkout, then press the button to see where your order stands. This page explains where to find those two details, what each order status means, how long each stage normally lasts and what to do if something does not look right. It is written for anyone waiting on a jersey, whether it is a single Custom Name Bass Tournament jersey for a birthday or a matching crew set for a lake weekend.
Checking an order at a glance
- What you need: your order number and the email address used at checkout.
- Where else to look: sign in to My Account to see every order linked to your account.
- Normal timing: 1-3 business days of preparation, then 7-14 business days in transit.
- Where we deliver: the United States, Canada, Australia and New Zealand, with free shipping from the USA.
- Need a person: email support@jerseyhollow.shop; we reply within 24 hours on business days.
Finding your order number and email
The lookup form needs two pieces of information that must match our records exactly. Most failed lookups come from a small mismatch in one of them, so it is worth taking a moment to find the right ones.
Your order number
Your order number appears in the order confirmation email we send as soon as an order is placed, usually in the subject line and again near the top of the message. It is also shown on the thank-you page right after checkout and in the Orders section of My Account if you created an account. Type only the number itself; you do not need to add a hash sign or any letters in front of it.
The email address you used at checkout
Use the email address typed into the billing details at checkout, not necessarily the one you use every day. If a spouse placed the order on a shared laptop, or a grandparent ordered a family set using an old address, the lookup will only work with the address that was actually entered. Watch for small typos, extra spaces and a different domain ending.
Cannot find the confirmation email?
Search your inbox for “Jersey Hollow” and check the spam, junk, promotions and updates folders. If you still cannot find it, email support@jerseyhollow.shop from the address you think you used, with the name on the order and roughly when you ordered. We will find the order and confirm the number for you.
What each order status means
When you look up an order, you see a status that describes the stage it has reached. The table below explains each status you are likely to see, what is happening behind it and whether you need to do anything.
| Status | What it means | What you should do |
|---|---|---|
| Pending payment | The order was started but payment has not been confirmed yet. | If you meant to finish the order, complete the payment or place the order again. Nothing is prepared until payment goes through. |
| Failed | The payment did not go through, so the order was not accepted. | Check your payment details or try another method shown at checkout. See Payment Methods. |
| On hold | The order is waiting for a payment confirmation or for a quick check on our side. | Usually nothing. If it stays on hold for more than a business day, email us. |
| Processing | Payment is confirmed and your items are being prepared, including any name on back or other personalised text. | Relax. If you need a change, email us within 24 hours of placing the order. |
| Completed | Preparation is finished and the order has been sent on its way to you. | Allow 7-14 business days in transit. Email us if you want an update. |
| Cancelled | The order was cancelled, either at your request or because a payment could not be confirmed. | If you did not expect this, email us with the order number and we will explain. |
| Refunded | Money for the order, or part of it, has been sent back to the original payment method. | Allow time for your bank or payment provider to show it. See our Refund Policy. |
Statuses update as your order moves along, so if you check early on a Monday and see Processing, then check again later in the week, it may have moved to Completed. The status only changes when the order reaches a new stage, so it can stay the same for a day or two without anything being wrong.
How long each stage normally takes
Knowing the normal rhythm of an order makes it much easier to tell whether yours is on track. Every Jersey Hollow order moves through the same two stretches of time.
Preparation: 1-3 business days
From the moment payment is confirmed, preparation takes 1-3 business days. Business days are Monday to Friday, not counting public holidays. That window includes adding your Name on back, Sleeve text, Camp name, Boat name or Trip year, so personalised items do not wait any longer than plain all-over print pieces. There is no proof or mockup sent before production, so there is nothing for you to approve during this stage; we print exactly what was typed into the fields.
Transit: 7-14 business days
Once your order has been sent on its way, it usually takes 7-14 business days to reach you. That range is the same for the United States, Canada, Australia and New Zealand, but where you sit within it varies. A parcel heading to Western Australia or the South Island of New Zealand can quite normally use the full 14 business days. Full detail is on our Shipping & Delivery page.
A worked example
Say a wife orders a Custom Name Bass Tournament jersey for her husband on a Wednesday evening. Preparation runs Thursday, Friday and Monday at most, so the order should show Completed by early the following week. Transit then takes 7-14 business days. If his birthday falls three and a half weeks after the order date, the jersey is on schedule to arrive in time, with a little margin. If the birthday is only ten days away, it is worth emailing us straight away so we can talk honestly about timing before anything is prepared.
When the lookup does not work
If the form says it cannot find your order, run through these checks before writing to us. Most of the time one of them solves it within a minute.
- Copy the order number directly from your confirmation email instead of typing it from memory.
- Make sure you are using the billing email from checkout, with no extra space before or after it.
- If you placed more than one order, try each order number separately; each order has its own status.
- If you only just ordered, wait a few minutes and try again.
- Sign in to My Account instead, if you created an account at checkout.
If none of that helps, email support@jerseyhollow.shop with your full name and the shipping country. We will look it up on our side and reply within 24 hours on business days.
Getting an update on a parcel in transit
We do not show a live map of your parcel on this page. The status tells you which stage the order has reached, and for anything more detailed you can simply ask us. Email support@jerseyhollow.shop with your order number and we will send you the latest information we have about where your parcel is.
When to ask
The most useful time to write is once your order has been in Completed status for longer than 14 business days, because by then the parcel is beyond its normal estimate. Writing earlier is fine too, especially before a gift deadline, but a parcel crossing from the USA to Canada, Australia or New Zealand often goes quiet for a few days while it moves through sorting hubs and customs, and that is usually nothing to worry about.
Late or missing parcels
If your parcel is past its estimate or seems to have gone missing, contact us and we will help. Include your order number, the shipping address and any notes the delivery service may have left. We will look into it and tell you the options, which can include the return and refund routes described on our Returns & Exchanges and Refund Policy pages.
Orders shipped to someone else
Many Jersey Hollow orders are gifts, and many go to a different address from the buyer’s own. Gift orders work the same way on this page: the lookup uses the buyer’s order number and billing email, not the recipient’s details.
A family set sent across the border
Picture a grandfather in Tennessee who orders four Custom Name Family Fishing Crew jerseys, two adult sizes and two youth, to be delivered to his daughter’s home in Ontario before a summer trip to the lake. He can check progress here using his own email and order number. His daughter does not need to do anything until the parcel arrives. Because the parcel crosses a border, any import duties or taxes depend on the destination country; if he has questions about that, he can contact us and we will help.
Keeping a surprise a surprise
Order emails go to the address entered at checkout, so for a surprise birthday or Father’s Day jersey, use your own email even if the parcel goes to the recipient’s address. That way the confirmation and any updates land with you, not with the person you are buying for.
Fixing details while the order is still Processing
A status of Processing is your cue that it may not be too late to change something. You can cancel or change an order within 24 hours of placing it by emailing us. Common requests include switching a size, say from XL to 2XL when a wife realises six hours later that her husband wears the bigger size, or correcting a typo in the Name on back field, such as BRANDEN that should read BRANDON. Changes after that window may not be possible, because the order may already be in production. The full rules are on our Cancel or Change an Order page.
Things to check while you still can
- Each Name on back, letter by letter, and the number of characters (up to 14).
- Lettering colour choice of White, Black or Sand, on products that offer it.
- Optional fields such as Boat name or Sleeve text, which carry an add-on price only when filled.
- Sizes for each person, especially youth and adult sizes in a mixed family set; see our Size Guide.
- The full shipping address, including apartment, unit or rural route number.
After your jerseys arrive
When the parcel lands, open it and check every item against the order: style, size, colourway and any personalised text. If something is not right, email support@jerseyhollow.shop with your order number and a couple of clear photos. Photos you send us are deleted 30 days after delivery. If you simply change your mind, you have 60 days to return the item, and we cover the return postage with a free return label. Refunds go to the original payment method within 7 days of us receiving the return, and store credit that never expires is available on request instead.
Still need help?
Jersey Hollow support works by email only. Write to support@jerseyhollow.shop, put your order number in the subject line and tell us what you are seeing on this page. We reply within 24 hours on business days. You can also browse the Help Center, read the FAQs, submit a ticket or visit Contact Us.
Jersey Hollow, 3714 Pelham Lane, Charlotte, NC 28211, US.