Contact Us
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Got a question before you roll out, or a problem after your kit arrives? Email is how you reach Kit And Crest, and a person reads every message. This page gives you the address, tells you how fast we reply, shows what to put in your email so we can help on the first reply, and points you to the page that may answer your question straight away.
Reaching us at a glance
- Email: support@kitandcrest.shop
- Reply time: within 24 hours on business days.
- Email is our only support channel: there is no phone line, live chat or contact form.
- Prefer a structured request? Use Submit Ticket for ready-made email subjects by topic.
- Changes to an order are possible within 24 hours of placing it, so email quickly if something is wrong.
- Never send card numbers or passwords by email.
Write to us by email
Send your message to support@kitandcrest.shop. We answer within 24 hours on business days. Messages that arrive on a weekend or public holiday are answered on the next business day, in the order they came in. You do not need an account to email us, but if you placed an order, writing from the email address you used at checkout helps us find it faster.
We chose to run support by email only because almost everything we help with needs a record: the exact spelling of a name on back, the size you ordered, the photo of a print issue, the address a gift should go to. An email thread keeps all of that in one place, for you and for us, and means you never have to repeat yourself to a different person.
When a reply seems slow
- Check your spam, junk or promotions folder for a message from support@kitandcrest.shop.
- Make sure you sent to the right address; a single typo in the domain means we never receive it.
- If 24 business-day hours have passed with no reply, send a short follow-up in the same thread. It moves your message back to the top.
Put these details in your first email
The fastest replies happen when we can act on the first message without asking anything back. Depending on your question, include the following.
| Your question is about | Please include |
|---|---|
| An order you have placed | Order number, the name on the order and the email used at checkout |
| A personalisation correction | Order number, the product, and the name, number or initials exactly as they should be |
| A print or product problem | Order number, a short description and a clear photo of the issue in daylight |
| A parcel that has not arrived | Order number, delivery address and the date you placed the order |
| A return | Order number, the item or items you are sending back and the reason, if you would like to share it |
| Choosing a size | The product, the size you usually wear, and whether you prefer a closer race fit or relaxed club fit |
| A product before buying | The product name or link and what you would like to know |
About photos you send
Photos help with print problems and anything that looks wrong on arrival. Take them in good light, show the whole garment and then a close-up of the issue, and include the care label if it is relevant. We use them only to sort out your message, and photos customers email us are deleted 30 days after delivery. The Privacy Policy explains how we handle the information you send.
Find the right page for your question
Many questions already have a full answer on the site. Check the matching page first; if it does not cover your situation, email us and mention what you have already read.
| Topic | Page to read | The short answer |
|---|---|---|
| Where your order is | Order Tracking | Order status is shown there and in your account; email us for an update |
| Delivery times and countries | Shipping & Delivery | 1-3 business days processing, 7-14 business days transit, free to US, CA, AU and NZ |
| Changing or cancelling | Cancel or Change an Order | Email within 24 hours of placing the order |
| Sending something back | Returns & Exchanges Policy | 60 days, free return label, personalised items included |
| Getting your money back | Refund Policy | Within 7 days of receiving your return, to the original payment method |
| Picking a size | Size Guide | Compare with a top you own; size choice sets race fit or club fit |
| Paying at checkout | Payment Methods | The methods shown at checkout are the ones available |
| Anything else | FAQs and Help Center | Grouped answers on products, personalisation and orders |
Situations where emailing early matters
Most questions can wait a day. A few cannot, because the answer depends on how soon we hear from you.
A typo in a name on back
We print exactly what is typed, and no proof or mockup is sent before production. If you realise you entered CHRISTOPER instead of CHRISTOPHER, email us within 24 hours of placing the order with the correct spelling, and we will fix it. Write the name in capitals in your email, exactly as it should appear, so there is no doubt.
Wrong sleeve length or size
Ordered the Custom Name and Crest Cycling Jersey in short sleeve and then remembered the early-morning starts? If it is within 24 hours, email us to switch to long sleeve; long sleeve costs $6 more, and we will explain how the difference is handled. If you notice three days later, the order goes ahead as placed, and you can use the 60-day return route once it arrives.
A deadline before race weekend
Processing takes 1-3 business days and transit 7-14 business days, and a parcel to Australia or New Zealand can take the full 14 business days. If you have an event date, mention it in your email before you order and we will tell you honestly whether the timing is realistic. We cannot guarantee a delivery date, but we can help you plan.
A gift going to another address
Sending Chevron Sprint Crew Socks and a Kit Crest Printed Water Bottle to a friend in Canada? Enter their address at checkout. If you already ordered and the address is wrong, email us within 24 hours of placing the order with the corrected address. For orders to Canada, Australia and New Zealand, any import duties or taxes depend on the destination country.
Questions worth asking before you buy
We would much rather answer a question before checkout than handle a return afterwards. These are the questions we hear most from riders and runners who are still deciding, and the kind of detail that helps us answer them well.
Fabric and care
Each product page lists the fabric and care details for that item. If you want to know something that is not listed there, such as how a particular piece feels on a long run Sunday or how to wash it after a muddy gravel loop, email us with the product name and we will reply with what we can confirm. We do not guess about fabric, so if we do not know the answer, we will say so.
Sizes between two options
A runner between M and L who wants a close race fit will often take the M; one who prefers a relaxed club fit will often take the L. The best guide is a top you already own and like. Tell us which product you are looking at and how that favourite top fits you, and we will help you think it through. Remember that 2XL and 3XL cost $3 more on jerseys and tees, and that youth sizes S to XL are available on the kids jersey and kids running tee.
Personalisation fields
Not sure whether to choose 7 or 07, or whether crest initials are worth adding? The number field accepts 0 to 99 and prints exactly what you type, and crest initials add their listed price only when filled. Email us with the name, number and initials you have in mind and we can tell you if anything falls outside the field limits, such as a name longer than 14 characters.
A parcel that is late or looks wrong
If your order has not arrived after the processing and transit times have passed, or it arrives with a problem, email us with your order number and, for a problem, a photo. Contact us and we will help: we will look into the order, explain the options and keep you updated in the same email thread. Please do not wait weeks before getting in touch; the sooner we hear from you, the more we can do.
The same goes for an item that is not what you ordered, such as the wrong design, the wrong size or a name printed differently from what you typed. Tell us what you expected and what arrived, and include a photo of the garment and of the packing slip.
What we can and cannot do by email
Email covers almost everything, with a few deliberate limits that protect you.
- We can check an order’s status, correct a name, number or size within the 24-hour change window, issue a free return label, arrange store credit instead of a refund, answer sizing and product questions, and look into a parcel that is running late.
- We cannot take payment by email, so please never send card numbers, bank details or passwords. If a message claiming to be from us asks for them, do not reply.
- We cannot print real team, club, race, event, brand or rider names or logos, even if you ask by email. Our Intellectual Property Policy explains why.
- We cannot send a proof or mockup of personalised kit. The live preview on the product page is the best guide to how your name and number will sit.
- We cannot offer bulk or team-uniform pricing. Each item has its own price, whether you buy one or several.
Business details
Kit And Crest is an online store. Our business details are:
- Business name: Kit And Crest
- Address: 13924 Mansa Drive, La Mirada, CA 90638, US
- Email: support@kitandcrest.shop
- Website: kitandcrest.shop
The address is for correspondence; there is no shop front to visit. For returns, always use the free return label we email you rather than posting items yourself, because the label carries the details we need to match the parcel to your order.
Help for groups of friends
Four friends ordering the Custom Group Ride Cycling Jersey for a charity ride often have the same questions: can everyone have their own name, can the parcels go to different homes, and can one person pay for all of it. Each jersey carries its own name on back and size, the group name on the side panel can be the same on every order, and each delivery address needs its own order. One person can place all the orders. Email us before you start if you want us to check the group name and the spellings against the field limits; we reply within 24 hours on business days, and there is no bulk pricing, so every jersey costs the same as a single order.
Legal, copyright and privacy messages
Some messages follow a set process. Use the same email address with a clear subject line so they reach the right queue:
- Copyright takedown notices: subject “Copyright notice”, following the steps on our DMCA page.
- Trademark, logo or name concerns: subject “IP concern”, following the Intellectual Property Policy.
- Requests about your personal data, such as a copy or deletion: subject “Privacy request”, as described in the Privacy Policy.
Our Terms of Service are governed by the laws of California.
Ready to send your message
Email support@kitandcrest.shop with your order number and the details above, or open a request with a pre-filled subject from Submit Ticket. Either way, you reach the same inbox and the same people, and you hear back within 24 hours on business days.