Cancel or Change an Order
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Need a do-over? Move fast
- You have 24 hours from placing your order to cancel it or change it.
- Requests go by email to [email protected] with your order number.
- Cancelled in time? Full refund, nothing to send back.
- Missed the window? You can still return it within 60 days of delivery, free label included.
- We reply within 24 hours on business days and confirm every change in writing.
Typed 32 when the player wears 23? Picked the M when the whole team agreed on L? Want to drop the shorts and keep the jersey? This page explains what you can fix after checkout, how quickly you need to act, and what happens if the order is already on its way. The send-it-back process lives on our Returns & Exchanges Policy, and refund timing is on the Refund Policy.
1. Why the 24-hour window exists
Custom kits are printed to order. There is no pile of finished jerseys with your name on them sitting on a shelf. Once your order goes into production, your exact name, number and size are printed onto the garment, and that cannot be undone. The first 24 hours after checkout are the gap before that happens, which is why that is the window for cancellations and edits.
The 24 hours count from the time stamp on your order confirmation email, not from midnight and not in business days. An order placed Saturday at 3 pm can be changed until Sunday at 3 pm. We read requests that arrive in that window and act on them in the order they came in.
2. How to ask for a cancellation or a change
Email is the only channel we use, so it is also the only way to change an order. To make the fix land in one round:
- Write to support@kitwave.shop.
- Put the order number and the word “Cancel” or “Change” in the subject line, for example “Change order 4821”.
- In the body, say exactly what should be different. Quote the old value and the new value, letter by letter for names.
- Send it from the email address you used at checkout, so we can match it to your order quickly.
We reply to confirm. Your request is only final once you get that confirmation email. If you do not hear back, check your spam folder, then send a short follow-up.
2.1 A request that is easy to act on
Good: “Order 4821, jersey 2 of 3. Name on back should be MORALES, not MORALEZ. Number stays 11. Size stays XL.” Hard to act on: “Can you fix the name on my order?” The more precise you are, the faster it is done.
3. What we can change inside 24 hours
| Change | Within 24 hours? | Notes |
|---|---|---|
| Name on back | Yes | Up to 12 letters; we print exactly what you send |
| Number | Yes | Any number from 0 to 99 |
| Optional front number | Add or remove | Only on products that offer it; adds $4 when ticked |
| Size | Yes | S to 5XL on apparel; 2XL–3XL +$2, 4XL–5XL +$4 |
| Sock size | Yes | Sock S/M or Sock L/XL |
| Colour or style | Yes, if offered on the same product | A different product is handled as cancel plus new order |
| Remove an item | Yes | The removed item is refunded |
| Shipping address | Yes | Must stay in the US, Canada, Australia or New Zealand |
| Add an item | Place a new order | Shipping is free, so a second order costs nothing extra to send |
3.1 Price differences
Some edits change the price. Moving from XL to 3XL adds $2. Ticking the optional front number adds $4. Dropping from 4XL to L removes $4. When an edit lowers the total, we refund the difference to your original payment method. When an edit raises it, we email you how to cover the difference, and the change goes through once that is settled. If you would rather not pay more, we can leave the order as it was or cancel that item.
3.2 Things we cannot do
We do not print team names, league names, player names, brand names or logos. A change request that asks for any of those will not be made, and an order that already contains them is cancelled and refunded. We also cannot send a proof or mockup before printing. The live preview on each product page is your proof: what you see there is what we print.
4. When the 24 hours have passed
After 24 hours your order is likely already in production, or packed and ready to ship within the 1–3 business day processing time. At that point we cannot cancel or edit it. That is not a dead end:
- Wait for it to arrive, then return it. You have 60 days from delivery to send anything back, personalised items included, and we send a free return label.
- Order the corrected version now. If you need the right name or size quickly, place a new order today so it starts printing straight away. Return the first one when it lands.
- Refuse delivery? Please do not. A refused parcel takes a long time to come back and makes the refund slower. Accept it and use the free return label instead.
Send us an email anyway if you are just past the window. If the order has not started yet, we will tell you. If it has, we will walk you through the return route.
5. Address mistakes
A wrong or incomplete address is the one mistake that cannot wait for a return. If you spot it, email us right away. Inside 24 hours we can correct it before shipping. After the parcel has left, we will try to update it with the carrier, but carriers do not always allow changes in transit. If a parcel comes back to us because of an address problem, contact us and we will help you arrange the next step. For delivery details, see Shipping & Delivery.
6. Getting your money back after a cancellation
A cancelled order is refunded in full: the item price, any size upcharge and any front number add-on. Shipping was free, so there is nothing else to refund. We send the refund to the original payment method within 7 days of confirming the cancellation, usually sooner. Your bank may take a few more business days to show it. If you would rather keep the money as store credit, which never expires, just say so in your cancellation email.
Partial cancellations work the same way. Remove one jersey from a team order of eight, and we refund that jersey; the other seven continue as normal.
7. When Kitwave cancels
We sometimes cancel an order ourselves. When we do, we email you the reason and refund in full. Common reasons:
- The name field contains a team, league, player or brand name, or the order asks for a logo.
- The payment could not be verified or was reversed.
- The shipping address is outside the four countries we deliver to.
- An item cannot be produced as ordered, for example a size or colour that is no longer available.
- The text in a personalisation field is offensive or violates our Terms of Service.
If we cancel because of the name field, you are welcome to place a new order with your own name, a nickname or a team name you invented yourself. Learn more on our Intellectual Property Policy.
8. Four quick stories
The flipped number. Jordan ordered number 32 and remembered an hour later that he wears 23. One email, one confirmation, printed correctly. No charge.
The growth spurt. A parent ordered an L for a teenager who then tried on a friend’s jersey and needed an XL. The email came in on day two, inside 24 hours of the late-night order. Size changed, same price.
The team that changed colours. A rec league coach ordered single-side jerseys, then the league asked for home and away colours. Inside the window, we cancelled and refunded; he reordered reversible kits instead.
The late catch. A customer noticed a typo four days after ordering. The jersey was already printed. She reordered with the right spelling the same day and returned the first one on our free label after it arrived.
9. Check before you check out
The quickest change is the one you never need to make. Before you pay:
- Read the name in the live preview out loud, letter by letter.
- Check the number is the one the player actually wears. 6 and 9 get mixed up more than you would think.
- Measure a jersey you already like and compare with the size measurements on the product page, or read our Size Guide.
- Confirm the shipping address, including the apartment or unit number.
- For team orders, compare every line in the cart against your roster.
10. Duplicate orders and gift orders
10.1 Ordered twice by accident
A slow page, a double tap, and suddenly there are two identical orders. Email us with both order numbers inside 24 hours of the second one and we will cancel the duplicate and refund it in full. If you spot it later, both orders may already be printed; you can return the extra one within 60 days of delivery on our free label.
10.2 Changing an order you placed as a gift
If you bought a jersey for someone else and found out their real size or number after checkout, the same 24-hour window applies. Only the buyer can request a change, from the email used at checkout, so we know the request is genuine. If the window has passed, the recipient can still return the item later and the refund goes back to you as the buyer.
10.3 Changing a team order
For big orders, list every change in one email, numbered line by line, instead of sending a separate email for each player. It keeps the changes together and makes sure none is missed before production.
11. Common questions
Can I change my order by replying to the confirmation email?
Yes, as long as the reply reaches [email protected] and includes what should change. Make sure the order number is visible in the thread.
Can you send me a picture of the jersey before printing?
No. We do not make proofs or mockups. The live preview on the product page shows your name and number before you buy, and we print exactly what you typed.
Is there a fee to cancel?
No. Cancellations inside 24 hours are free and refunded in full.
What if my email arrives at hour 23?
If it arrives inside 24 hours of your order time stamp, it counts. Send it as soon as you notice; earlier is always safer.
Can I switch a regular jersey to a reversible kit?
That counts as a different product. Inside 24 hours we cancel the first item and refund it, and you place a new order for the reversible kit, which prints your name and number on both sides.
Can I change the delivery country?
Inside 24 hours, yes, as long as the new address is in the United States, Canada, Australia or New Zealand. Transit to all four is 7–14 business days.
Will I get a new confirmation after a change?
Yes. We email you a written confirmation of every change so you have a record of what will be printed and where it ships.
12. Talk to us
Email us. We reply within 24 hours on business days. For changes, the earlier your email lands inside the 24-hour window, the better.
Email: support@kitwave.shop
Kitwave, 5317 Panorama Terrace, Panora, IA 50216, US
Also useful: Order Tracking, how to write a support email, FAQs and the custom name and number jersey.