Contact Us

Last updated: November 9, 2026

1. One inbox, real answers

We run support through a single email address on purpose. Every question, from “which size?” to “my parcel is late”, lands in the same place, gets read by a person and gets a written answer you can scroll back to later. No hold music. No chatbot loop. No message buried in a social app.

Write to support@kitwave.shop and you will hear back within 24 hours on business days. Messages sent on a weekend or public holiday are answered on the next business day.

Want a ready-made structure for your message? The submit a ticket page lists exactly what to include for each type of request, with suggested subject lines.

2. Our business details

For the record, here is who you are buying from:

• Store name: Kitwave
• Address: 5317 Panorama Terrace, Panora, IA 50216, US
• Email: support@kitwave.shop
• Website: kitwave.shop

Please do not post returns to this address. Returns go out on the free return label we send you, which carries the correct return destination. The steps are on the returns and exchanges page.

3. What to put in your email

A complete message usually gets solved in a single reply. A vague one turns into three. Before you hit send, run through this list.

Always include

• Your order number. It is in your order confirmation email. If you cannot find it, give the name and email address used at checkout.
• What you need. One clear sentence: “Change the back name on line 2”, “Start a return for one pair of shorts”, “Parcel shows no movement for a week”.
• Which item. For orders with several jerseys, name the product, size, and the name and number printed on it.

Include when it applies

• Photos for a damaged, misprinted or wrong item. One shot of the whole piece, one close-up of the problem, and one of the shipping label if the parcel was damaged.
• Measurements for sizing questions: chest width armpit to armpit and body length of a jersey you already own.
• The corrected lettering for a name or number change, typed exactly as you want it printed.
• The new address in full if you need to update delivery details within 24 hours of ordering.

Never include

Do not email card numbers, security codes, bank details, passwords or government ID numbers. We will never ask for them by email, and we do not need them to help you. If any message claiming to be from Kitwave asks for that kind of detail, do not reply and forward it to us.

4. Where to go for each topic

Many answers are already written up. If you want to read first and email second, this table points you to the right page.

5. Common situations and what happens next

“I spelled my name wrong”

It happens. Fingers move faster than eyes. If it is within 24 hours of ordering, email us with your order number and the corrected spelling typed exactly as you want it. We will update the order and confirm by reply. After 24 hours, the order may already be in production, but you still have the 60-day return window once it arrives.

“The jersey does not fit”

Returns are open for 60 days from delivery, including personalised pieces. Email us with your order number and the item, and we will send a free return label. Your refund lands within 7 days of the return reaching us. If you would rather try another size, tell us which one and we will explain the quickest way to get it.

“My parcel arrived damaged” or “the print is wrong”

Email photos of the piece, the problem and the label. Tell us what you would like: a replacement or a refund. We will reply within 24 hours on business days with next steps. Photos you send are deleted 30 days after delivery.

“Tracking has not moved”

Tracking can sit still for a few days while a parcel crosses a border or changes hands. If it looks stuck, email us with your order number and we will check on it and help you from there.

“My order was cancelled”

We do not print team, league, college, player or brand names or logos. If your lettering included one, the order was cancelled and refunded in full. You are welcome to reorder with your own name or a nickname.

“I am ordering for a whole team”

Great. Each jersey is its own cart line with its own size, name and number. If you want a second pair of eyes on a big roster before you pay, email us the list and we will reply with any questions.

“I want to change my delivery address”

Within 24 hours of ordering, email the full corrected address, including unit number and postal code. Once a parcel has shipped, the address on the label cannot be changed by us, but we will help you with the options the carrier offers.

6. Response times explained

Our target is a reply within 24 hours on business days. In practice, here is what that means:

One message per issue is plenty. Sending the same question several times does not speed things up; it can create duplicate threads. If you need to add something, reply in the same thread so the full history stays together.

7. Not seeing our reply?

If you emailed and heard nothing within 24 business hours, check these first:

1. Look in spam, junk, promotions or “other” folders for mail from kitwave.shop.
2. Add support@kitwave.shop to your contacts so future mail lands in your inbox.
3. Confirm you sent it to the right address. A small typo in the domain means we never received it.
4. Still nothing? Send a short follow-up from a different email address and mention your original one.

8. Before you place an order

Pre-sale questions are welcome. Ask about colours, which products take a front number, how the reversible print works, or how to fit a roster of mixed sizes. A few quick facts in the meantime:

• Adult apparel sizes run S, M, L, XL, 2XL, 3XL, 4XL and 5XL. 2XL–3XL add $2 and 4XL–5XL add $4.
• Back names take up to 12 letters. Numbers run 0 to 99.
• The optional front number on some products adds $4, only when you tick it.
• There is no proof or mockup before production. The live preview on the product page is the check.
• Shipping is free to the US, Canada, Australia and New Zealand, with no minimum. Orders ship from the USA.

Browse the shop, or start with the custom name and number basketball jersey if you know what you want.

9. Subject lines that get sorted fast

A good subject line tells us what kind of help you need before we even open the message. Start with the topic, then the order number. A few that work well:

• Change request – order 1234 – back name typo
• Return – order 1234 – shorts size L
• Damaged item – order 1234 – photos attached
• Tracking – order 1234 – no movement
• Sizing question – custom reversible – between XL and 2XL
• Team order question – 12 jerseys, mixed sizes

Avoid subject lines like “Help” or “Question”. They work, but they take longer to route, and the clock on a 24-hour change window does not wait.

10. Ordering from Canada, Australia or New Zealand

We ship free to all four countries from the USA, with the same 1–3 business days of processing and 7–14 business days in transit. Import duties depend on the destination country. If a courier or customs office contacts you about a charge, or your parcel is held, email us with your order number and what the notice says, and we will help you work out the next step.

Write your address the way your local post expects it, including the postcode or postal code and the province, state or region. A missing apartment number is one of the most common reasons a parcel bounces back, so check that line twice.

11. Gifts and surprise orders

Buying a jersey with someone else’s name for a birthday, a graduation or a season opener? Two tips. First, confirm the spelling quietly with someone who knows, because nicknames are often spelled in surprising ways. Second, if the parcel is shipping straight to the recipient, use their full address and your own email at checkout, so the tracking link comes to you and the surprise survives. If the gift needs to go back, the 60-day return window still applies from delivery, and the free return label works the same way.

12. Watch out for look-alike messages

We only send support email from the kitwave.shop domain. We will never ask you to pay through a link in a chat app, never ask for a card number by email, and never ask you to log in through a link to “unlock” a refund. If something claiming to be us feels off, do not click it. Forward it to support@kitwave.shop and we will tell you whether it is real.

13. Accessibility and other requests

If any part of the site is hard to use with a screen reader, keyboard or zoomed display, tell us which page and what went wrong. We will help you complete your order by email and work on fixing the page. The same goes for anything else this page does not cover: if it is about Kitwave, email is the right door.

14. Privacy when you contact us

We use what you send only to answer your message and handle your order. Photos sent for a problem are deleted 30 days after delivery. If you want to know what we hold about you, or want it removed, email us and see the privacy policy for the details.

15. Write to us

That is everything. Open your email, put your order number up top, say what you need, and send it to support@kitwave.shop. We will take it from there.