Submit Ticket

Last updated: November 9, 2026

How tickets work at Kitwave

We keep it simple. Your email is your ticket. When you write to support@kitwave.shop, your message becomes an open request, and the thread stays open until your issue is solved. Everything we agree, every label we send and every refund we confirm lives in that one thread, so you always have a written record.

This page shows you what to write for each kind of request. Pick your category below, copy the subject line pattern, include the listed details, and send. A complete ticket is usually solved in one reply.

Quick questions that do not need an order number? The FAQs and help center may already have the answer.

Ticket categories

Choose the category that fits best. If your request covers two topics, say a return and a question about sizing, put the more urgent one in the subject and mention the other in the message.

Required details for every ticket

• Order number, from your confirmation email. No order yet? Say so.
• The name and email used at checkout, if you are writing from a different address.
• One sentence saying what you need. “Please change the number on the 2XL jersey from 23 to 32.”
• The item it is about, named by product, size and lettering when your order has several pieces.

What to include, category by category

Change lettering, size, colour or address

The clock matters here. Changes are possible within 24 hours of ordering. Include:

• Which line of the order to change.
• The new back name, typed exactly as it should print, up to 12 letters.
• The new number, 0 to 99.
• Whether the optional front number, where offered, should be added or removed.
• The new size or colour, or the full new address with unit number and postal code.

Remember there is no proof step; we print exactly what you send in the correction. More on the cancel or change an order page.

Cancel an order

Within 24 hours of ordering, tell us the order number and that you want to cancel. Cancel the whole order or name the lines to remove. We confirm by reply and refund the cancelled amount.

Tracking or delivery

Your tracking link is emailed when the order ships. If it has not arrived, or tracking has stopped moving, or the parcel shows delivered but you cannot find it, include the order number and what you are seeing. A screenshot of the tracking page helps. See order tracking and shipping and delivery.

Return or exchange

You have 60 days from delivery, custom pieces and change of mind included. Tell us which items are coming back and, for an exchange, which size or colour you want instead. We reply with a free return label. Full steps on the returns and exchanges page.

Refund status

Refunds go out within 7 days of your return reaching us. If it has been longer, include the order number and the return tracking if you have it. If you would prefer store credit, which never expires, say so. Details on the refund policy page.

Damaged, misprinted or wrong item

• A photo of the whole item, front and back.
• A close-up of the problem: the tear, the misprint, the wrong letter.
• A photo of the parcel and label if the packaging was damaged.
• Whether you want a replacement or a refund.

If the print does not match what you typed, we compare it against your order fields. Photos you send are deleted 30 days after delivery.

Sizing or product question

Measure a jersey you already own: lay it flat, measure chest width armpit to armpit and body length from shoulder to hem. Send those numbers, the product you are looking at and the sizes you are choosing between. Sizes run S to 5XL; socks come in Sock S/M and Sock L/XL. See the size guide.

Team or group order question

Tell us how many pieces, which products, and the size spread. If you want, paste the roster of names and numbers and we will reply with anything that will not work, such as names over 12 letters or numbers above 99, before you check out. Remember, team, league, college, player and brand names and logos cannot be printed.

Privacy or data request

Tell us the email address your orders use and whether you want a copy of your data, a correction or deletion. See the privacy policy.

Rights holder notice

If you believe something on the site uses your protected work or mark, follow the steps on the DMCA and intellectual property policy pages and send the notice by email.

One-tap ticket links

Tap a link below and your email app opens a new message to us with the subject already filled in. Add your order number to the subject, write your details in the body using the checklist for that category, attach any photos and send. If the link does not open an app on your device, copy the address and type the subject yourself.

• Change an order: Lettering, size, colour or address, within 24 hours of ordering.
• Cancel an order: Whole order or selected lines, within 24 hours of ordering.
• Tracking or delivery: Missing tracking email, stalled tracking or a parcel you cannot find.
• Return or exchange: Within 60 days of delivery; we send the free label.
• Refund status: Refunds go out within 7 days of your return reaching us.
• Damaged or misprinted item: Attach photos of the whole item and the issue.
• Sizing or product question: Send your measurements and the sizes you are weighing up.
• Team order question: Number of pieces, products and size spread.
• Privacy request: Copy, correction or deletion of your data.

Copy-and-paste ticket templates

Change request

Subject: Change – order 1234 – back name typo. Message: Hi Kitwave, on order 1234, line 2 (custom reversible jersey, size XL), please change the back name from “JOHSNON” to “JOHNSON”. Number stays 11. Thanks.

Return request

Subject: Return – order 1234 – shorts. Message: Hi, I would like to return the basketball shorts in size L from order 1234. They were delivered last week. Please send the return label. Refund to the original payment, please.

Problem report

Subject: Problem – order 1234 – number misprinted. Message: Hi, my jersey arrived with the number 8 instead of 18. Photos attached of the front, back and close-up. I would like a replacement, please.

Sizing question

Subject: Question – custom name shooting shirt – XL or 2XL. Message: Hi, I laid my favourite jersey flat and measured chest width armpit to armpit and body length shoulder to hem; both numbers are below. Which size of the custom name shooting shirt is closest? I like a slightly loose fit.

Team order check

Subject: Team order – 10 reversibles. Message: Hi, we are ordering ten custom reversible jerseys for a rec league. Roster below with names, numbers and sizes. Could you flag anything that will not print before we check out?

Cancellation

Subject: Cancel – order 1234. Message: Hi, I placed order 1234 about two hours ago and would like to cancel the whole order. Please confirm. Thank you.

Which tickets we handle first

Every ticket gets a reply within 24 hours on business days, but some have a clock running. Change and cancellation requests are looked at first, because they only work within 24 hours of ordering and before production starts. Next come damaged, misprinted or wrong items, since you are waiting on a fix. Returns, refunds, tracking and product questions follow in the order they arrive. Putting the right word at the start of your subject line, such as Change, Cancel or Problem, helps your ticket land in the right spot straight away.

Tickets for someone else’s order

Buying for a team or a family member? Whoever placed the order should send the ticket, from the email used at checkout, so we can match it safely. If a player on your roster needs a fix, collect the details and send them yourself in one ticket rather than having several people write in about the same order.

What happens after you send it

1. We read it. A person reads every ticket. No auto-closing.
2. We reply within 24 hours on business days. Weekend and holiday tickets are answered on the next business day.
3. We ask for anything missing. If a photo or detail is needed, we say exactly what.
4. We act. A change confirmed, a label sent, a replacement arranged or a refund issued.
5. We confirm in writing. You get a reply saying what was done.

Reply in the same thread to add information. Starting a new email for the same issue splits the history and can slow things down.

Keep your details safe

Never put card numbers, security codes, bank details, passwords or government ID numbers in a ticket. We will never ask for them, and we do not need them to solve anything. Any message claiming to be Kitwave that asks for those details is not from us. Forward it to support@kitwave.shop and delete it.

If you do not hear back

Check spam and promotions folders for mail from kitwave.shop, and add our address to your contacts. Make sure the address you typed was exactly [email protected]. If 24 business hours have passed and nothing has arrived, send a short follow-up, ideally from a second email address, and mention your first one.

Where we are

Kitwave, 5317 Panorama Terrace, Panora, IA 50216, US. This is our business address, not a returns address; returns travel on the free label we send. For everything else, the contact us page has the full routing table.

Send your ticket

Subject line with the topic and order number, the details for your category, photos if needed. Then send it to support@kitwave.shop. Back to the shop while you wait? There is always another jersey to name.

Want to read the rules behind each answer first? The terms of service cover how orders work from checkout to delivery.