Order Tracking
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Want to know where your kit is? Enter your order number and the email address you used at checkout in the form above, and you will see the current status of your Jersey Loft order and the items in it. This page also explains what each status means, how long each stage usually takes and when it is worth emailing us. If you would rather ask a person, email support@jerseyloft.shop and we reply within 24 hours on business days.
Order status at a glance
- What you need: your order number and the email address used at checkout.
- Preparation: 1-3 business days, including personalised jerseys.
- Transit: 7-14 business days to the US, Canada, Australia and New Zealand.
- Shipping: free on every order, shipped from the USA.
- Changes: possible within 24 hours of placing the order, by email.
- Need an update: email us with your order number and we reply within 24 hours on business days.
Finding the details the form asks for
The form needs two pieces of information. Both are in the order confirmation email we send as soon as your order is placed.
Your order number
The order number appears in the subject line and near the top of the confirmation email. It is a number only; you do not need to type a hash sign or any letters in front of it. If you ordered several times, for example a Custom Name and Number jersey one week and a cuffed beanie the next, each order has its own number and its own status.
The billing email address
Use the email address you typed at checkout, which is where the confirmation email was sent. If you sent a gift to someone else, such as a hoodie and a 15 oz Kit Room mug for a coach’s birthday, it is still your email address that unlocks the order, not the recipient’s.
If the confirmation email is missing
Check spam, promotions and any filtered folders, and search your inbox for “Jersey Loft”. If you still cannot find it, email us from the address you think you used, include your name and roughly when you ordered, and we will find the order and resend the details.
Checking your order in My Account
If you created an account at checkout, or were logged in when you ordered, you do not need the form at all. Log in to My Account and open the Orders tab. Every order you have placed is listed with its date, status and total. Click an order to see the items, the sizes you picked and the personalisation you entered, such as the name on back, the back number and the lettering colour.
Seeing your personalisation written out in My Account is also a useful final check. If you ordered within the last 24 hours and notice that “OLUWASEUN” was typed as “OLUWASUEN”, email us straight away and we will fix it before production. We print exactly what is typed and do not send a proof, so this check is worth the thirty seconds it takes.
What each order status means
The status shown on this page and in My Account comes straight from our order system. Here is what each one means for your kit and what, if anything, you need to do.
| Status | What it means | What you can do |
|---|---|---|
| Pending payment | The order was started but the payment has not been completed. | Finish the payment at checkout, or place the order again. Nothing is prepared until payment goes through. |
| Failed | The payment did not go through. | Check your payment details and try again. See our Payment Methods page for common causes. |
| On hold | The order is waiting for a payment to be confirmed or for a question to be answered. | Check your inbox for an email from us. If you have not heard from us, email support. |
| Processing | Payment is confirmed and your order is in its 1-3 business day preparation. | Within 24 hours of ordering you can still email us to change or cancel. |
| Completed | Your order has been prepared and sent on its way to you. | Allow 7-14 business days in transit. Email us if you would like an update. |
| Cancelled | The order was cancelled by you or by us and will not be shipped. | If you paid, the refund goes back to your original payment method. |
| Refunded | A full or partial refund has been issued for the order. | Your payment provider decides when the amount appears on your statement. |
How long each stage usually takes
Every order passes through the same two stages. Preparation takes 1-3 business days, and this includes personalised jerseys with your name, number, crest initials or crest shape. Transit then takes 7-14 business days to all four destinations we serve: the United States, Canada, Australia and New Zealand. Business days are Monday to Friday, excluding public holidays, so an order placed late on a Friday starts its preparation on Monday.
Reading your status against the calendar
- Processing for one or two business days: completely normal. Your jersey is being prepared.
- Processing for more than 3 business days: email us and we will check on it for you.
- Completed, parcel not yet arrived, within 14 business days: normal. The parcel is in transit.
- Completed, parcel not arrived after 14 business days in transit: contact us and we will help.
An example from Australia
A five-a-side keeper in Australia orders a Splatter Short Sleeve GK jersey on a Tuesday. The order shows Processing on Tuesday and Wednesday and changes to Completed on Thursday. The parcel then takes the full 14 business days in transit, which with weekends and a public holiday falls nearly three weeks later. That delivery is still within our estimate, even though the status page showed Completed for a long time.
Orders with several items or several recipients
One order can hold several items, and a small group can buy several jerseys in one go. Sometimes items from one order arrive in separate parcels on different days. If part of your order has arrived and the rest has not, compare the arrival date with the 7-14 business day transit estimate before worrying. If the rest is still missing after that, email us with your order number and a note of which items you have received.
If you want items to go to two different addresses, for example a Youth M Custom Youth jersey to your home and a matching adult jersey to grandparents in Canada, place them as two separate orders. Each order then has its own number, its own address and its own status on this page.
When you should email us
You do not need to email us for an order that is moving normally. Please do get in touch in these situations:
- You need to change a size, design, name, number, lettering colour or address, and it is still within 24 hours of ordering.
- Your order has been in Processing for longer than 3 business days.
- Your order shows Completed and the parcel has not arrived after the full 7-14 business day transit window.
- You have reason to think the parcel was delivered, for example a delivery notice from your local postal service, but you cannot find it.
- Your parcel arrived with a problem: damage, a print fault, the wrong item or personalisation that does not match what you typed.
- The form above shows an error even though you are sure the order number and email address are correct.
What to include in your email
Put your order number in the subject line. In the message, tell us the email address used at checkout, the shipping address and what you are seeing. For a problem with the item itself, attach clear photos of the jersey and its packaging. Photos you send us are used only to deal with your request and are deleted 30 days after delivery.
If the lookup form does not work
Most lookup problems come down to a small typing slip. Before you email us, run through these checks:
- Extra characters: type the order number as digits only, without a hash sign, spaces or the word “order”.
- A different email address: many people have a personal and a work inbox. Try the other one, especially if the confirmation email is not where you expected it.
- A typo at checkout: if the email address was mistyped when you ordered, the confirmation went nowhere and the form will not match. Email us with your name, the shipping address and the order date, and we will find it.
- A very new order: if you ordered minutes ago and the payment is still being confirmed, wait a little and try again.
If the form still shows an error after these checks, send us a short email with your name and the approximate order date. We can find the order on our side and send you the status directly.
Late, missing or damaged parcels
If your parcel has gone past the combined estimate of 1-3 business days for preparation plus 7-14 business days in transit, contact us and we will help. Before you write, check around the delivery point, with neighbours or building reception, and with anyone else who lives at the address. If the item has arrived damaged or incorrect, keep it and the packaging and send us photos. For parcels to Canada, Australia and New Zealand, customs checks can add time, and import duties and taxes depend on the destination country. The full rules are on our Shipping & Delivery page.
Changing, cancelling or returning an order
Changes and cancellations are possible within 24 hours of placing your order. Email us with your order number and exactly what you want changed, such as switching an Adult L to an XL or correcting crest initials from “JL” to “AFC”. The full details are on our Cancel or Change an Order page.
After 24 hours your order goes ahead as placed. Once it arrives, you still have 60 days to return it, and change-of-mind returns come with a free return label. This applies to personalised items too, and there is no restocking fee. Read the steps in our Returns & Exchanges Policy; once we receive your return, your refund is issued within 7 days to your original payment method, as explained in our Refund Policy. If you prefer store credit, ask us; it never expires.
Privacy when you look up an order
The form only shows order details when the order number and the billing email address match, so someone who only knows your order number cannot see what you bought or where it is going. Do not share your confirmation email publicly, for example in a team group chat, if it shows your address. If you are tracking a group order on behalf of teammates, forward the status rather than the full email. You can read more in our Privacy Policy.
Talk to Jersey Loft
We support customers by email only and reply within 24 hours on business days. Email support@jerseyloft.shop with your order number, or use the Submit a Ticket page to send your question to the right place. Quick answers to common questions are in the Help Center and our FAQs, and our Contact Us page lists every way to reach us.
Jersey Loft, 70 Cobbleridge Lane, Manorville, NY 11949, US.