Last updated: November 1, 2026

Why we use email tickets

At Jersey Hollow, a support ticket is simply a well-organised email. We do not use a web form, a phone line or live chat. Every request goes to support@jerseyhollow.shop, is read by a person and gets a reply within 24 hours on business days. Email keeps the whole conversation in one thread you can look back on, lets you attach photos straight from your phone at the dock or the kitchen table, and gives you a written record of what was agreed.

This page shows you how to turn a support email into a ticket we can resolve in one reply. Pick the category that fits your problem, use the suggested subject line, and include the details listed for that category. The links in the table below open a new email with the subject already filled in, so you only need to add your details. If your question is general rather than about a specific order, our contact page or the FAQs may be quicker.

Choose your ticket category

Replace the words order number in the subject with your actual order number, which is in your confirmation email and in My Account.

What a complete ticket looks like

Whatever the category, a ticket that contains these five things almost always gets resolved in the first reply.

1. Order number. The single most useful detail. Without it we have to search by name or email, which takes longer.
2. Checkout email. If you are writing from a different address, tell us the one used at checkout.
3. The item. For an order with several jerseys, name the product, the size and the name on back of the one you mean. In a crew order of five lake jerseys, saying the one for DALE in size L saves a round of questions.
4. What happened. One or two plain sentences. What you expected, and what you got or what went wrong.
5. What you want. A change, a cancellation, a return label, a refund, store credit or just an update. If you are not sure what is possible, say so and we will lay out the options.

Attaching photos

For any problem with a delivered item, photos make the difference. Lay the jersey flat in good light and take one photo of the whole front, one of the whole back, a close-up of the issue and one of the size label. If the parcel was damaged, add a photo of the outside of the package. Photos are used only to sort out your ticket and are deleted 30 days after delivery.

What never goes in a ticket

Never send card numbers, bank account details, passwords or one-time codes by email. We will never ask for them. If a message claiming to be from Jersey Hollow asks you for payment details, do not reply with them; forward it to our support address instead.

Tickets that cannot wait

Some requests depend on the clock. Send these as early as possible and put the category word at the start of the subject so the ticket stands out.

Changes and cancellations: the 24-hour window

You can cancel an order, or change a size, colourway, name or address, by emailing us within 24 hours of placing the order. That window is measured from when you placed the order, not from when we reply, so send the ticket right away. Here is how it plays out with a birthday gift:

• A wife orders a Custom Name bass tournament jersey in XL for her husband’s birthday. Six hours later she remembers he wears 2XL. She sends a Change request ticket with the order number and the new size. That is inside the window, so we change it.
• If she only notices four days later, the change window has passed. Once the parcel arrives, she can return the jersey within 60 days using a free return label and order the 2XL.

Name spelling

No proof or mockup is sent before production, and we print exactly what is typed. If you notice BRANDEN where it should say BRANDON, send a Change request ticket within 24 hours with the order number, the name as typed and the correct spelling in capitals. Within that window, we fix it. Names are letters only, up to 14 characters.

Worked examples of good tickets

A family order shipped to Canada

Subject: Order status, followed by the order number. Body: four Custom Name family fishing crew jerseys, two adult and two youth, shipped to my daughter’s address in Canada for a summer lake trip; ordered on a Monday; could you tell me where the order stands? That ticket has everything: number, items, destination and the question. Processing takes 1-3 business days and transit 7-14 business days, so our reply can explain where in that timeline the order sits.

A return after a change of mind

Subject: Return, followed by the order number. Body: Duck Blind Marsh Grass jersey, size L, arrived last week, I have changed my mind and would like a refund. We reply with a free return label. Once the jersey reaches us, the refund is issued within 7 days to the original payment method. If you would rather have store credit, which never expires, say so in the same ticket.

A parcel taking its time

Subject: Parcel not arrived, followed by the order number. Body: shipped to New Zealand, ordered three weeks ago, nothing yet. We will check the order and reply. Bear in mind that a parcel to Australia or New Zealand can take the full 14 business days in transit after 1-3 business days of processing. If it is late, contact us and we will help.

A personalisation request we cannot fill

Subject: Sizing question or Change request. Body: can you add a fishing brand logo, a pro angler’s name or a tournament trail name to my jersey? We will reply explaining that we print our own designs plus your own name or text only, and suggest alternatives such as your own name, a camp name or a boat name. The intellectual property policy explains why.

What happens after you send a ticket

If you have not heard back within 24 hours on a business day, check your spam and promotions folders, then reply in the same thread rather than starting a new one. Sending the same request several times in separate emails can slow things down, because each new email starts a new thread.

Tickets for gifts and crew orders

Many Jersey Hollow orders are bought by one person and worn by another, or cover several people at once. A few extra details help us with these.

When the jersey is a gift

Tell us who placed the order and who it was shipped to, especially if the parcel went to a different address from the billing address. If you need to change the size before it ships, the 24-hour window still applies, so send the ticket as soon as you know. If the gift has already arrived and does not fit, the person who placed the order can start the return within 60 days; we send you the free return label by email.

When the order covers a whole crew

For a fishing club or deer camp order with several names, list each affected item by name on back and size. For example: the jersey for MIKE in size 2XL should be XL; the one for TOM is fine. If only one jersey in a set of five needs to come back, say which one and keep the rest. Each item is handled on its own, so a return of one jersey does not affect the others.

When optional fields are involved

If your question is about Sleeve text, Camp name or Boat name, mention the exact text as typed and whether you want it changed or removed. These add-ons are charged only when the field is filled, so removing the text within the 24-hour window also removes the add-on charge for that item. Lettering colour and Trip year are free to change within the same window.

Policies your ticket relies on

Our replies follow the same rules that are written on our policy pages, so reading the relevant one first often answers the question before you send anything.

• Cancel or change an order: email within 24 hours of placing the order.
• Shipping and delivery: free shipping to the US, Canada, Australia and New Zealand; ships from the USA; processing 1-3 business days; transit 7-14 business days. Import duties depend on the destination country.
• Returns and exchanges: 60 days, personalised items included, free return label for change-of-mind returns, no restocking fee.
• Refund policy: within 7 days of receiving the return, to the original payment method; store credit on request, never expires.
• Payment methods: the methods shown at checkout are the ones available.
• Privacy policy: what we keep, for how long and how to ask for a copy or deletion.
• Size guide: how to compare with a shirt you already own.

Send your ticket

Ready? Email support@jerseyhollow.shop using one of the subject lines above, and we will reply within 24 hours on business days. For everything else, the help center groups every support page by topic. Jersey Hollow, 3714 Pelham Lane, Charlotte, NC 28211, US.