Order Tracking
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Ordered a new jersey for Saturday’s group ride, or a running tee for a fun run, and want to know where it stands? Enter your order number and the email address you used at checkout in the form below to see the current status of your Kit And Crest order. The rest of this page explains what each status means, how long each stage usually lasts and when to get in touch.
Order status at a glance
- What you need: your order number and the email address used at checkout.
- Where else to look: My Account lists every order if you created an account.
- Preparation: 1-3 business days before your order leaves us.
- Transit: 7-14 business days to the United States, Canada, Australia and New Zealand.
- Need more detail: email support@kitandcrest.shop with your order number for an update. We reply within 24 hours on business days.
Finding the details the form asks for
The status form needs two pieces of information. Both must match exactly what is stored with your order, so a typing slip in either one will return an error rather than your order.
Your order number
Your order number appears in the subject line and at the top of the order confirmation email we send as soon as your payment goes through. It is a number only. Type the digits without a hash sign or spaces. If you placed more than one order, for example one for yourself and one gift order for a friend, each has its own number and you check them one at a time.
Your checkout email address
Use the email address you typed into the billing details at checkout. That may not be the email you use every day. If you ordered from a work laptop or used an older address, try that one. If you sent a gift and entered your own email, use yours, not the recipient’s.
Cannot find the confirmation email?
- Search your inbox for “Kit And Crest” or for “kitandcrest.shop”.
- Check the spam, junk, promotions or updates folders.
- If you have an account, sign in to My Account and open Orders; every order and its number is listed there.
- Still nothing? Email support@kitandcrest.shop with your full name, the email you think you used and roughly when you ordered. We will find the order and resend the details.
What your order status means
Each order moves through a small set of statuses. The table below explains each one in plain words and what, if anything, you should do while your order sits there.
| Status you see | What it means | What you should do |
|---|---|---|
| Pending payment | The order was started but the payment has not been confirmed yet. | Finish the payment step, or place the order again. Nothing is prepared until payment is confirmed. |
| Failed | The payment did not go through, so the order was not accepted. | Check your payment details and try again. Our Payment Methods page lists common reasons. |
| On hold | The order is paused while we check something, such as payment confirmation or a detail we need to ask you about. | Watch your inbox. If we need anything from you, we email you. Reply as soon as you can. |
| Processing | Payment is confirmed and your order is being prepared. This stage takes 1-3 business days. | Check your personalisation and address in the confirmation email. Changes are possible only within 24 hours of ordering. |
| Completed | Your order has been prepared and sent on its way to you. | Allow 7-14 business days in transit. Email us if you want an update on where it is. |
| Cancelled | The order was cancelled, either at your request within the change window or by us. | If you paid, the refund goes back to your original payment method. Email us if you have questions. |
| Refunded | We have issued a refund for the order or part of it. | Allow your payment provider time to show the credit. Contact us if you cannot see it. |
How long each stage usually takes
Most questions about an order come in during the quiet stretch between “Processing” and the parcel turning up. Here is what normal looks like.
Processing: 1-3 business days
Business days are Monday to Friday, not counting public holidays. An order placed on Saturday morning starts counting on Monday. Personalised items, such as the Custom Name Running Singlet or the Custom Race Day Running Tee, are prepared with exactly the name, number and crest initials you typed. We do not send a proof or mockup first, so the processing stage moves straight from your order to production.
Completed and in transit: 7-14 business days
Once your order shows “Completed”, the parcel is travelling to you. Transit takes 7-14 business days to all four countries we serve. Parcels to Australia and New Zealand cross more distance and a border, so plan for the upper end of the range there. Parcels to Canada also cross a border, and customs checks can add time.
Putting it together
Add the two stages and you have the full picture: roughly 8-17 business days from order to door. If you need your kit for a specific day, such as a charity ride or the first club ride of the season, count back from that day using 17 business days. Our Shipping & Delivery page walks through this with a worked example.
Orders that look stuck
An order can look stuck when nothing has changed for a few days. Usually it is simply moving through a normal stage. Use the checks below before you write to us; they often answer the question faster.
Status still “Processing” after 3 business days
Count only business days and skip any public holiday. If more than 3 full business days have passed since your payment was confirmed, email us with your order number and we will check on it for you.
Status “Completed” but no parcel yet
Count the business days since the status changed. If you are still inside the 7-14 business day transit range, the parcel is most likely still travelling. If you have passed the end of the range and nothing has arrived, email support@kitandcrest.shop with your order number and delivery address. Contact us and we will help work out what has happened and what comes next.
Some items arrived, others did not
A matching kit, such as the Chevron Sprint Cycling Jersey with Chevron Sprint Running Shorts and Chevron Sprint Crew Socks, can be prepared in parts and reach you in more than one parcel. If one parcel has arrived and the rest has not by the end of the estimated range, write to us and list the items you have received.
The parcel shows as delivered but you cannot find it
Look around the delivery point, ask neighbours and check any building reception or parcel room. If it still has not turned up, email us with your order number and we will help you from there.
Checking the details in your order
The status page and the confirmation email both show the details of your order. It is worth reading them once more, especially for personalised kit.
Name on back and back number
The name on back is printed in capitals, up to 14 characters, exactly as typed. A rider who types “CHRISTOPER” instead of “CHRISTOPHER” receives a jersey that says CHRISTOPER. Check the spelling the moment the confirmation arrives. If you catch a slip within 24 hours of placing the order, email us and we fix it before production. The back number accepts 0-99, so 7 and 07 are different entries; check that the one shown is the one you wanted.
Size and sleeve length
Many cycling jersey designs come in short sleeve and long sleeve. If you meant to order long sleeve but the confirmation shows short sleeve, you are still inside the change window for 24 hours from ordering. After that, the right route is a return once the jersey arrives. Our Cancel or Change an Order page explains both routes in detail.
Delivery address
Check the street, unit number, city, region and postal code. Address changes are possible within 24 hours of ordering. After that, contact us and we will see what we can do, but we cannot promise a change once the order is under way.
Gift orders and group orders
Following a gift you sent to someone else
When you send a gift, such as a Kit Crest Printed Water Bottle and a pair of Chevron Sprint Crew Socks for a runner’s birthday in Canada, the order emails go to the address you entered at checkout, not to the recipient. That keeps the surprise intact. Use your own order number and email in the form above to see the status. If the recipient tells you the parcel has not arrived after the estimated range, email us from your checkout address and we will look into it with you.
Several friends, several orders
When four friends each order a Custom Group Ride Cycling Jersey for the same charity ride, each order has its own number, its own status and its own delivery address. One rider’s jersey may show “Completed” a day before another’s. That is normal. Each friend checks their own order with their own number and email. If one person is coordinating, ask the others to forward their order numbers so you can email us about all of them in a single message.
Checking orders with or without an account
You can check an order on this page without an account; all you need is the order number and checkout email. If you created an account at checkout, My Account gives you a little more: a list of every order you have placed, each order’s status, the products, sizes and personalisation you chose, and your saved addresses. If you order kit for several riders or runners in your group, an account keeps all of those orders in one place.
If you placed an order as a guest and later create an account with the same email address, contact us if earlier orders do not appear and we will help.
After delivery: returns and refunds
Once your parcel arrives, try everything on. If a size is off or you change your mind, you have 60 days to return it. The store pays the return postage with a free return label, and this applies to personalised items as well. Refunds go back to your original payment method within 7 days of us receiving the return, and store credit is available on request if you prefer it; store credit never expires. Read the Returns & Exchanges Policy for the steps and the Refund Policy for the money side.
Writing to us about an order
Support at Kit And Crest is by email only, and we reply within 24 hours on business days. To get the quickest answer:
- Put your order number in the subject line.
- Write from the email address you used at checkout, if you can.
- Say what you see: the status shown, the date it last changed and the country you are shipping to.
- If you have a date in mind, such as a race or ride, tell us when you need the parcel.
- For a problem with an item that has arrived, attach clear photos. Photos you email us are deleted 30 days after delivery.
Email support@kitandcrest.shop, use the Submit a Ticket page, or start with the Help Center and Contact Us page.
Kit And Crest, 13924 Mansa Drive, La Mirada, CA 90638, US.