Help Center

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The playbook at a glance

  • Every order ships free from the USA to the US, Canada, Australia and New Zealand: 1–3 business days to process, 7–14 business days in transit.
  • Typo in a name or number? Email within 24 hours of ordering to change or cancel.
  • Returns open for 60 days from delivery, custom pieces too, with a free return label.
  • Refunds go out within 7 days of your return reaching us. Store credit never expires.
  • Support: support@kitwave.shop, answered within 24 hours on business days.

How to use this help center

This page is the map. Each section below covers one topic in a few lines and points you to the page with the full rules. Find your topic, read the short version, follow the link if you need more. If you get to the end and your question is still open, email us. That is the whole system.

Everything here uses the same numbers as our policy pages. If you ever see two pages that seem to disagree, the policy page wins, and we would appreciate a quick email so we can fix the other one.

Two shortcuts before you start: the FAQs answer more than forty everyday questions in one place, and the submit a ticket page shows you how to write an email that gets solved in one reply.

Orders and personalisation

Custom pieces carry a “Name on back” field of up to 12 letters and a “Number” field from 0 to 99. Some products also offer an optional front number for $4, charged only when ticked. On reversibles, the lettering is printed on both sides. There is no proof or mockup step before production: the live preview on the product page is your check, and we print exactly what you type.

We do not print team, league, college, player or brand names, or any logos. Orders that include them are cancelled and refunded.

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Pre-checkout drill

  1. Pick the size first, so the price you see is the right one.
  2. Type the name slowly, then read it out loud letter by letter.
  3. Check the number. 16 and 61 look very different on a back.
  4. Decide on the front number box, ticked or not.
  5. Look at the preview one last time, then add to cart.

Changing or cancelling an order

You have 24 hours from the moment you order to change lettering, size, colour or address, or to cancel. Email us with your order number and exactly what should change. We confirm every change by reply. After 24 hours the order may already be in production, and the 60-day return window becomes your safety net instead.

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Shipping and delivery

Shipping is free with no minimum, to the US, Canada, Australia and New Zealand. Orders ship from the USA. Allow 1–3 business days for processing and 7–14 business days in transit. Import duties for Canada, Australia and New Zealand depend on the destination country; if customs contacts you, email us and we will help.

Delivery timeline by destination
DestinationProcessingTransitCost
United States1–3 business days7–14 business daysFree
Canada1–3 business days7–14 business daysFree
Australia1–3 business days7–14 business daysFree
New Zealand1–3 business days7–14 business daysFree

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Tracking your parcel

When your order ships, a tracking link arrives by email. Keep that email handy. If it has not arrived after processing, check spam, then email us your order number. If tracking stops moving, or the parcel shows delivered but is nowhere to be found, contact us and we will help.

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Returns and exchanges

You have 60 days from delivery to return any item, for any reason, personalised pieces included. We pay the return postage with a free label. Need a different size? Return the original with the free label and we will explain how to get the new one; custom items are printed to order, so a new size is usually a new custom item.

How a return runs

  1. Email us with your order number and the item or items you are sending back.
  2. We reply with your free return label.
  3. Pack the item, stick on the label, drop it off.
  4. Once it reaches us, your refund goes out within 7 days.

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Refunds and store credit

Refunds are sent within 7 days of your return reaching us. Cancelled orders, including those stopped because they contained protected names or logos, are refunded in full. Prefer store credit? Ask for it; Kitwave credit never expires.

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Damaged, misprinted or wrong items

If something arrives damaged, the print does not match what you typed, or you got the wrong piece, email us with your order number, a photo of the whole item and a close-up of the issue. Say whether you would like a replacement or a refund. Photos are deleted 30 days after delivery.

Payments

The payment options available to you are shown at checkout. Sales tax is not collected. We never ask for card details by email, and you should never send them.

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Products and sizing

Adult apparel runs S, M, L, XL, 2XL, 3XL, 4XL and 5XL. 2XL–3XL add $2 and 4XL–5XL add $4. Socks come in Sock S/M and Sock L/XL, and the headband and backpack are one size. The easiest way to choose is to measure a jersey you own: chest width armpit to armpit, and body length from shoulder to hem.

Shop by category
CategoryWhat you will find
Basketball jerseysCustom and logo-free game tops
Reversible kitsTwo colours in one top, lettering on both sides when personalised
Basketball shortsPlain shorts to match or contrast
Shooting shirts and warm-upsSleeved pregame and bench layers
Court gearSocks, headband, backpack

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Account and privacy

Your confirmation and tracking emails go to the address used at checkout, so double-check it. We use your details to fulfil your order and answer your messages, nothing more. Want a copy of what we hold, or want it deleted? Email us.

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What support can and cannot do

Email support can change or cancel an order within 24 hours, send a free return label within the 60-day window, arrange a replacement or refund for a damaged, misprinted or wrong item, check on a stalled parcel, help you pick a size, and answer product questions before you buy. What we cannot do: print protected names or logos, send a proof before production, take orders or payments by email, or ship outside the US, Canada, Australia and New Zealand. Knowing the line up front saves everyone a round trip.

Quick answers

Can I return a jersey with my name on it?

Yes. Personalised items are covered by the 60-day return window, and the return label is free.

How long does delivery take?

1–3 business days of processing, then 7–14 business days in transit, free to all four countries we ship to.

I spelled a name wrong. What now?

Email within 24 hours of ordering with your order number and the correct spelling.

Will you send a proof first?

No. The live preview on the product page is the proof; we print exactly what you typed.

Can I put a team or player name on the back?

No. Those orders are cancelled and refunded. Your own name or nickname is always fine.

Scenarios from the court

The captain with twelve players

Collect names and numbers in one message thread, paste them into twelve cart lines, check every size, then pay once. If a player changes their mind within 24 hours, email us the line to change.

The parent shopping for a birthday

Order early enough to cover up to 3 business days of processing plus up to 14 in transit. If the party date is tight, email us before ordering and we will tell you what to expect.

The player between two sizes

Measure the jersey you wear most. If you are still unsure, order the size that matches your favourite fit; if it misses, you have 60 days and a free label.

The camp coordinator with shuffling squads

Reversibles solve the “who is on which side” problem every session. Order one per camper with their name and number, and the lettering shows on both colours. Mixed ages? The adult run starts at S, so measure a camper’s favourite tee before choosing.

The hooper in Auckland or Perth

Shipping is free and the timeline is the same 1–3 plus 7–14 business days. Import duties depend on your country, so if a customs notice arrives, email us with your order number and a photo of the notice and we will help you with the next step.

The gift that missed the size

The recipient can send it back within 60 days of delivery on a free label. Email us from the address used on the order, or ask the buyer to, so we can match the return to the right order.

The parcel that stalled

Tracking quiet for a few days is usually a hand-off between carriers. If it stays quiet, email us your order number and we will check on it and help you from there. You do not need to wait for anything to “officially” go missing before asking.

Lettering tips from the bench

  • Short reads louder. A five-letter name prints bigger and reads from the far baseline. Twelve letters fit, but they sit tighter.
  • Nicknames count. “BUCKETS”, “SPLASH”, “GRANDPA” are all fair game as long as they are not a real player’s or brand’s name.
  • Mind the space. A double space prints as a double space. Type it exactly how it should look.
  • Numbers with meaning. A birth year ending, a jersey number from school, the number of the court you grew up on. 0 to 99 gives you plenty of room.
  • Match the roster. For a team order, decide together whether names are surnames or nicknames so the backs look like one squad.

Before you email: a 30-second checklist

  1. Is your order number at the top of the message?
  2. Does the subject say what kind of help you need, such as change, return, damaged or tracking?
  3. For a problem with an item, are the photos attached?
  4. For a change, is the corrected text typed exactly as it should print?
  5. Have you left out card numbers, passwords and ID numbers? We never need them.

Tick those five and most requests are solved in a single reply. The submit a ticket page has ready-made templates for each request type.

Every support page in one list

Still stuck? Send it in

Email support@kitwave.shop with your order number and a short description. We reply within 24 hours on business days. Kitwave, 5317 Panorama Terrace, Panora, IA 50216, US.