Submit a Ticket
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Think of a support ticket as calling a timeout: you tell us what happened, we take it from there. At Jersey Mill a ticket is simply an email to support@jerseymill.shop with the right subject line. Pick the topic below that matches your request, click its link, and your own email app opens with the subject already filled in. Add the details listed for that topic, press send, and your ticket is open. We reply within 24 hours on business days.
Opening a ticket, at a glance
- Choose a topic below and click its email link. The subject line is filled in for you.
- Add your order number and the details listed under that topic.
- We reply within 24 hours on business days, by email.
- Cancellations and changes must reach us within 24 hours of placing the order.
- Never include card numbers, bank details, passwords or ID documents.
- One topic per email keeps each request moving. Reply on the same thread to add more.
Pick your ticket topic
Each link below opens a new email to support@jerseymill.shop with a subject line for that topic. If the link does not open an email app on your device, write to support@jerseymill.shop yourself and copy the subject shown in quotation marks.
| Topic | Subject line | Use it when |
|---|---|---|
| Change or cancel an order | “Change or cancel order” | You ordered less than 24 hours ago and need a different size, color, spelling or a cancellation. |
| Personalization question | “Personalization question” | You have a question about the name, number, sleeve or roster fields. |
| Order status | “Order status” | You want an update on an order that is processing or on its way. |
| Return or exchange | “Return or exchange” | You want to send an item back within 60 days, for a refund, store credit or a swap. |
| Problem with my order | “Problem with my order” | Something arrived damaged, wrong, or printed differently from what you ordered. |
| Refund question | “Refund question” | You have sent a return and want to know about the refund or store credit. |
| Size or product question | “Size or product question” | You are choosing a size or style before you buy. |
| Account or checkout help | “Account or checkout help” | You cannot sign in, or something went wrong at checkout. |
| Copyright or trademark | “IP concern” | You believe something on the site uses your work, name or mark. |
| Privacy request | “Privacy request” | You want to see, correct or delete the personal details we hold. |
What to include for each topic
Every ticket needs your order number if you have one; it is in your order confirmation email and in My Account. If you write from an email address different from the one used at checkout, include the checkout name and email too. Then add the topic details below.
Change or cancel an order
Tell us exactly what should change and on which cart line. On a team order with five identical bowling shirts, identify the line by the name on back and number. Example: a captain realises six hours after ordering that one bowler needs a 3XL instead of an XL. The ticket names the order, the line (“name on back REYES, number 7”), the old size and the new size. Changes and cancellations are possible within 24 hours of placing the order; after that, the returns and exchanges route applies. Details on what can change are on the cancel or change an order page.
Personalization question
Write the text exactly as it should be printed, in capitals, and say which field it belongs to: team name on front (up to 18 characters), name on back (up to 12), number (0 to 99), sleeve text (up to 10, +$2 only when filled), roster names (up to 15 names and 240 characters, one per line) or season or year line (up to 14). Remember that we print exactly what is typed and send no proof first. If you spotted KOWALSKY where it should say KOWALSKI, put both spellings in the ticket so there is no doubt, and send it within 24 hours of ordering.
Order status
Include the order number and the delivery country. Orders are processed in 1-3 business days, then take 7-14 business days in transit to the US, Canada, Australia and New Zealand. You can also check the status yourself on the order tracking page. If your order is past those times, open a ticket and we will look into it and help.
Return or exchange
Say which item you are returning, why (any reason is fine within 60 days), and what you would like: a refund to your original payment method, store credit, or a different size or colorway. Change-of-mind returns get a free return label, which we email to you. Please wait for the label before posting anything.
Problem with my order
Describe what is wrong and attach clear photos: the whole item, a close-up of the problem, and the outer packaging if it was damaged in transit. For a print that does not match your order, a photo of the printed text next to your order confirmation helps. Contact us as soon as you notice the problem and we will help put it right. Photos are deleted 30 days after delivery.
Refund question
Tell us when you sent the return. Refunds are issued within 7 days of us receiving the returned item, to the original payment method. Your bank or payment provider may take its own time to show the money in your account. Store credit is available on request and never expires. The refund policy has the full detail.
Size or product question
Name the product and tell us the size and style of a shirt that fits you well now. Choosing between the Women’s V-Neck Fastpitch Jersey (women’s fit, XS to 2XL) and the unisex Diamond Raglan (S to 3XL)? Say which fit you usually prefer. For the Custom Youth Softball Jersey, tell us the size the child wears now; youth sizes run S to XL. The size guide is a good first stop.
Account or checkout help
Describe what you saw, including any error message, which device and browser you used, and roughly when it happened. A screenshot helps. Do not include your password; we never need it. To reset a password yourself, use the link on the My Account sign-in page.
Copyright, trademark and privacy
For rights concerns, follow the steps on our intellectual property policy or, for copyright, the DMCA page. For privacy requests, say what you would like us to do with your details. We may ask you to confirm the request from the email address on your account. See our privacy policy.
What happens after you press send
Here is the life of a Jersey Mill ticket, from first email to closed.
- Received. Your email lands in our support inbox. There is no automatic ticket number; your email thread is the ticket.
- First reply. A person reads it and replies within 24 hours on business days, either with the answer or to confirm what we are checking.
- Questions, if needed. If something is missing, like which cart line you mean, we ask. Replying on the same thread keeps everything together.
- Action. We make the change, send the return label, issue the refund or answer your question, and tell you what we did.
- Closed. Once you have what you need, the ticket is done. If anything else comes up, reply to the same thread or open a new ticket for a new topic.
| Step | Time frame |
|---|---|
| Our reply to any ticket | Within 24 hours on business days |
| Changing or cancelling an order | Within 24 hours of placing the order |
| Order processing | 1-3 business days |
| Transit to the US, Canada, Australia and New Zealand | 7-14 business days |
| Returning an item | Within 60 days, with a free return label |
| Refund after we receive the return | Within 7 days, to the original payment method |
| Customer photos kept | Deleted 30 days after delivery |
Keep your ticket safe
Email is not the place for payment or login details. Please never include:
- Full or partial card numbers, security codes or expiry dates.
- Bank account or routing numbers.
- Passwords or one-time sign-in codes.
- Copies of passports or other ID documents.
We will never ask for any of these by email. If a message that claims to be from Jersey Mill asks for them, do not answer it; forward it to support@jerseymill.shop instead. Payments are only made at checkout on jerseymill.shop.
Tips from the bench
One topic per ticket
If you need to change a size on one order and ask about a return on another, send two emails. Each request then has its own thread and neither waits on the other.
Team orders
For a team order, one person, usually the captain, should handle the tickets so we are not getting different instructions from several players about the same order. We cannot add a name to a shirt that has already been printed, so a sub who joins mid-season needs a new order; a ticket can help you match the product and colorway.
Orders outside the US
We ship to Canada, Australia and New Zealand as well as the US. A parcel to Australia or New Zealand may take the full 14 business days in transit, so please allow for that before opening a status ticket. Import duties and taxes depend on the destination country; if you have a question about a specific delivery, include the country in your ticket and we will help.
Gifts
If you sent a hoodie and socks as a gift to another address, open the ticket from your own email and mention that the delivery address belongs to the recipient. We will keep the conversation with you, the buyer.
Roster back tees
The Custom Team Roster Back Tee carries up to 15 names, one per line. If you pasted 12 names and then noticed one is misspelled, open a “Change or cancel order” ticket within 24 hours and paste the whole corrected list, one name per line, rather than just the one name. That way we compare the full list against your order line by line and nothing else slips through.
When the email links do not open
The topic links on this page use a standard email link. On most phones and computers they open your default email app with the subject filled in. If nothing happens when you click, or the wrong app opens, try one of these:
- Copy the address support@jerseymill.shop into a new message in the email app or webmail you normally use.
- Type the subject from the table above, word for word, so your ticket is sorted correctly.
- On a shared or work computer without an email app set up, send the ticket from your phone instead.
Whichever way you send it, the ticket reaches the same inbox and gets the same reply time.
Prefer to look it up first?
Many answers are a click away: the FAQs cover common questions, the help center groups our guides by topic, and the contact page explains what to include in any message. When you are ready, the ticket links above will open an email to us with the subject set.
Jersey Mill, 3492 W Ridgecrest Dr., Taylorsville, UT 84129, US. Email: support@jerseymill.shop.