Submit Ticket

Last updated: November 1, 2026

A support ticket at Kit And Crest is simply an email with the right subject line and the right details. Pick the topic below that matches your request, tap its link, and your email app opens a new message to our support inbox with the subject already filled in. Add the details listed for that topic, send it, and the ticket is open. There is no form to fill in on the site and no account needed.

Pick your ticket topic

Each link below opens a pre-addressed email with a subject line for that topic. If your email app does not open, copy the subject from the table and send it to support@kitandcrest.shop yourself; it reaches exactly the same inbox.

Details each ticket needs

A ticket with everything in it can usually be settled in one reply. A ticket missing the order number or the key detail means we have to write back and wait for you, which costs a day or more. Use these checklists.

Change my order

• Order number and the name on the order.
• The item to change, if the order has more than one.
• What it says now and what it should say. For a name on back, write the correct name in capitals, up to 14 characters, exactly as it should be printed.
• For a size or sleeve change, the new option. Long sleeve costs $6 more than short sleeve where both are offered, and 2XL and 3XL cost $3 more on jerseys and tees.

Changes are only possible within 24 hours of placing the order. If the window has passed, the order goes ahead as placed and the return route is available once it arrives. The Cancel or Change an Order page explains the window in full.

Cancel my order

• Order number and the email address used at checkout.
• Whether you want to cancel the whole order or one item from it.

Order status

• Order number and the date you placed it.
• The delivery country. Orders take 1-3 business days to process and 7-14 business days in transit to the US, Canada, Australia and New Zealand.
• Any event date you are planning around, such as a charity ride or race weekend.

You can also see an order’s status yourself on the Order Tracking page or in My Account.

Start a return

• Order number and the item or items you are returning.
• Your reason, if you would like to share it. A change of mind is fine: returns are accepted for 60 days, with a free return label, and personalised items are included.
• Whether you would prefer a refund or store credit. Store credit never expires.

Problem with my item

• Order number and the item affected.
• A short description of the problem and what you expected.
• Clear photos in daylight: the whole garment, a close-up of the problem, and the packing slip.

Sizing, product and personalisation questions

• The product name or a link to it.
• Your usual size and how a favourite top fits you, if the question is about size.
• The exact name, number and initials you have in mind, if the question is about personalisation.

Refund or store credit

• Order number and the item the refund relates to.
• The date you sent your return back, if you have already sent it.
• Whether you want the money back to the original payment method or store credit instead.

Refunds are made within 7 days of receiving your return; the Refund Policy covers the details.

Privacy request

• The email address you used with us, so we can find your records.
• What you are asking for: a copy of the information we hold, a correction, or deletion.

Tickets for group orders and gifts

Group orders and gifts involve more than one person, so a little structure in the ticket saves a lot of back and forth.

Several friends, one ticket

If four friends ordered the Custom Group Ride Cycling Jersey for a charity ride and one of them is handling questions for everyone, open one ticket and list every order number on its own line, with the rider’s name on back and size next to it. Keep the group name on the side panel spelled the same way across all of them. If one jersey needs a change, say clearly which order it belongs to, so the right one is updated within its own 24-hour window.

A gift for someone else

For a gift, tell us in the ticket that the parcel is going to a different person, and whether the packing slip should carry a gift message. The gift message field is available on the Custom Race Day Running Tee. If the recipient wants to return or exchange the gift, they can open a ticket themselves with the order number from the packing slip.

If the email link does not open

Ticket links rely on your device having an email app set up. On a shared computer, or a phone where you only use webmail in a browser, tapping the link may do nothing. In that case:

1. Open your usual email service and start a new message to support@kitandcrest.shop.
2. Copy the subject from the ticket topics table above, for example “Ticket: Start a return”.
3. Add the details from the matching checklist and send it.

A ticket sent this way is handled exactly like one opened from the link.

What happens after you send a ticket

1. Reply within 24 hours on business days. A person reads your ticket and replies with an answer, a next step or a question if something is missing. Tickets sent on a weekend or public holiday are answered on the next business day.
2. One thread, one ticket. Keep replying in the same email thread. That keeps your order number, photos and earlier messages together, so nobody asks you to repeat anything.
3. Action and confirmation. When we change, cancel, refund or send a return label, we confirm it in the thread with what was done.
4. Closing. The ticket is closed when your request is settled. If something comes up later on the same order, reply to the same thread and it reopens.

Three tickets, start to finish

These examples show how typical tickets play out, so you know what to include and what will happen.

The misspelled name

A rider orders the Custom Name and Crest Cycling Jersey and sees in the confirmation email that the name on back reads CHRISTOPER. Two hours later she opens a “Change my order” ticket with her order number and the correct name, CHRISTOPHER, written in capitals. Because the ticket arrived within 24 hours, we update the order and confirm the change in the thread. If she had noticed only after the jersey arrived, she would open a “Start a return” ticket instead, and could send it back within 60 days with a free return label.

The sleeve-length switch

Another rider orders a jersey in size M, short sleeve, then realises six hours later that she wanted long sleeve for cold early starts. She opens a “Change my order” ticket with the order number and the new option. Inside the 24-hour window, the switch can be made, and we explain how the $6 difference is handled. Had she noticed three days later, the jersey would ship as ordered and the return route would apply.

The gift that needs to arrive

Someone orders a Kit Crest Printed Water Bottle and Chevron Sprint Crew Socks for a runner’s birthday, shipping to an address in Canada, and opens an “Order status” ticket a week later. We reply with the current status of the order and the transit range. For orders to Canada, Australia and New Zealand, any import duties or taxes depend on the destination country, and we mention that so the recipient is not surprised.

Keep your ticket safe

We will never ask you for a card number, bank details, a security code or a password by email, and you should never include them in a ticket. Payment happens only at checkout, where the methods shown are the ones available; see Payment Methods. If you receive a message that looks like it is from us but asks for payment details, do not reply, and forward it to support@kitandcrest.shop so we can warn other customers.

Only include the personal information we need to help: order number, name, delivery address when it matters, and photos of the item. The Privacy Policy explains how we use and keep what you send.

Requests we cannot accept as tickets

• Printing a real team, club, race, event, brand or rider name or logo on personalised kit. See the Intellectual Property Policy.
• Sending a proof or mockup before production. We print exactly what is typed; the live preview on the product page is your guide.
• Bulk or team-uniform pricing. Each item has its own price.
• Guaranteed delivery by a fixed date. We give processing and transit ranges and help you plan around them.

Other ways to find an answer

If you would rather look it up yourself first, the FAQs answer the most common questions about sizing, personalisation and delivery, and the Help Center groups our guides by topic. The Contact Us page explains what to put in a free-form email if your question does not fit a ticket topic. Whatever route you choose, everything comes back to the same address: support@kitandcrest.shop, Kit And Crest, 13924 Mansa Drive, La Mirada, CA 90638, US.