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\nNo app to download, no account to remember. Here is the play:
\nThat is the whole system. The tracking email is your key. Keep it handy until the parcel arrives.
\nYour order number is in the confirmation email we send right after checkout. It is usually in the subject line and again near the top of the message. If you cannot find that email:
\nStill nothing? Email us from any address with your full name, shipping address and roughly when you ordered. We will find the order and resend the details.
\n| Stage | \nHow long | \nWhat you get | \n
|---|---|---|
| Order placed | \nInstant | \nConfirmation email with your order number | \n
| Change window | \n24 hours from ordering | \nEmail us to cancel or change size, name or number | \n
| Processing | \n1–3 business days | \nYour name and number are printed and the kit is packed | \n
| Shipped | \nThe day it leaves | \nShipping email with your tracking link | \n
| In transit | \n7–14 business days | \nLive updates through the tracking link | \n
| Delivered | \nEnd of transit | \nParcel at your address | \n
Put it together and most orders arrive roughly 8 to 17 business days after checkout. Business days are Monday to Friday, not counting public holidays. Weekends do not count toward processing or transit.
\n| Status | \nWhat it means | \nWhat you do | \n
|---|---|---|
| Pending payment | \nThe payment has not been completed yet. | \nFinish checkout or try another payment option shown there. | \n
| Processing | \nPayment went through. Your kit is in production or about to be. | \nNothing. Within 24 hours of ordering you can still email changes. | \n
| Shipped | \nThe parcel has left. Your tracking link has been emailed. | \nOpen the link. Early scans can take a short while to show. | \n
| In transit | \nThe parcel is moving between hubs. | \nCheck the link now and then. Gaps of a few days between scans are normal. | \n
| Out for delivery | \nThe parcel is on the local delivery route. | \nMake sure someone can receive it, or that it can be left safely. | \n
| Delivered | \nThe carrier marked the parcel as delivered. | \nOpen it, check the name and number. Something wrong? Email us. | \n
| Delivery exception | \nThe carrier hit a snag: address issue, no access, held at a depot. | \nRead the note in tracking and email us with your order number. | \n
| Cancelled | \nThe order was cancelled, by your request or by us. | \nYour refund goes back to the original payment method. | \n
Tracking can look quiet even when your kit is moving. A few common reasons:
\nIf the tracking has not moved for a while, or the 7–14 business day transit window has passed, email us. Send your order number and a short note. We will look into it and tell you what happens next.
\nTransit takes 7–14 business days after shipping. If that window has passed and your kit is still not there, or tracking shows delivered but you cannot find it, here is what to do:
\nWe will look into it with you and help sort it out. You are not left chasing a carrier on your own. For the full shipping picture, see Shipping and Delivery.
\nSpotted a typo in your address? Email us right away with your order number and the correct address. Within 24 hours of ordering we can update it before the kit ships. After it ships, the parcel follows the label, so contact us as soon as you notice and we will help however we can.
\nOrdered a jersey, matching shorts and a pair of socks? Or five custom jerseys for your squad? Each tracking link we email shows the parcel it belongs to. If your order ships in more than one parcel, you may get more than one tracking email. Check every shipping email before you assume an item is missing. If something is not in any parcel when the last one arrives, email us with your order number and the item name.
\nYou have 24 hours from ordering to cancel or change your order by email: size, name on back, number, front number, or the shipping address. After that the kit is in production, because every Kitwave kit is printed with exactly what you typed. The rules and examples live on Cancel or Change an Order.
\nOpen the parcel and check it against your order confirmation:
\nIf something is damaged, wrong or not what you ordered, email us with your order number and a photo. Photos you send are only used for your order and are deleted 30 days after delivery.
\nChanged your mind, or the size is off? Returns are open for 60 days from delivery, personalised items included, and we send a free return label. Once we receive the return, the refund is issued within 7 days, or you can choose store credit that never expires. Steps on Returns and Exchanges; money details on the Refund Policy.
\nOrders ship from the USA. For parcels heading to Canada, Australia or New Zealand, import duties or local charges, if any, depend on the destination country. If the carrier asks for a charge at delivery, or you have a question about one, email us and we will help however we can.
\nYour tracking link shows where your parcel is heading. Do not post it in public. Kitwave only ever contacts you from support@kitwave.shop. We do not send texts or call, and we will never ask you to pay a “delivery fee” through a link. If a message like that shows up claiming to be us, do not click it, and forward it to our support address.
\nTotally normal. Your order is in the 24-hour change window, then 1–3 business days of processing. The tracking link only exists once the parcel ships, and it lands in your inbox at that moment.
\nGive it until the end of the day; carriers sometimes scan early. Check with neighbours, building staff and any parcel locker. If it still has not turned up, email us with your order number and we will look into it with you.
\nCount it out: 1–3 business days of processing plus 7–14 business days of transit, so plan for up to 17 business days from checkout. Order with room to spare. If the date is tight, email us before ordering and we will tell you honestly whether it is realistic.
\nInternational parcels often go quiet while they cross borders and clear customs, then pick up again once a local carrier scans them. If there is still no movement after the 7–14 business day window, email us.
\nThe tracking link goes to the email used at checkout, so you can follow it for them. Forward the link to the recipient if you want them to watch too.
\nTry copying it into a different browser, or wait a little and try again, since new labels sometimes take time to activate. Still broken? Reply to the shipping email or write to us with your order number, and we will send the details again.
\nEmail us at once with your order number and new address. Inside the 24-hour window we can update it before the kit goes into production. Once it has shipped, tell us anyway and we will help however we can.
\nWe keep tracking simple on purpose. Every order gets its tracking link by email when it ships, so you do not need a password or an app to follow it. If you prefer to check in with us, a single email with your order number gets you a status update from a person, not a bot.
\nIf the answer to all of these is yes and something still looks off, write to us. That is exactly what we are here for, and one clear email usually gets it settled in a single reply.
\nTo get the quickest answer about an order, include:
\nWe reply within 24 hours on business days. For other ways we can help, see the Help Center, the FAQs, the email guide on Submit a Ticket and Contact Us.
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