Cancel or Change an Order

Last updated: November 9, 2026

Typed 91 when you meant 19? Picked Steel Night when the whole bench is wearing Boards Crimson? It happens to everyone. Kitden gives you 24 hours after placing an order to change it or cancel it. Because lettered sweaters and jerseys go into production quickly and we do not send a proof first, that 24-hour window is the time to catch mistakes. This page explains what you can change, how to ask, what happens to your money and what your options are once the window has closed. Write to support@kitden.shop and we will reply within 24 hours on business days.

1. The 24-hour window

The 24 hours start at the time on your order confirmation email. Within that window you can cancel the whole order, cancel single items, or change details of any item. Your request counts from the time your email reaches us, not from the time we answer it. So even if you write at 11 p.m. and we reply the next morning, your request is inside the window as long as it arrived within 24 hours of ordering.

We process orders on business days, Monday to Friday. The 24-hour window, however, runs on clock hours, including weekends. Please write as soon as you notice a problem; the sooner we hear from you, the easier it is to fix.

2. What you can change

If a change makes the order cheaper, for example removing sleeve numbers or switching from 4XL to XL, we refund the difference. If it makes the order more expensive, we email you a simple way to pay the difference before the item goes into production. We never charge a change fee.

3. How to cancel or change

1. Email support@kitden.shop from the address you used at checkout, or use the Submit a Ticket form.
2. Put your order number in the subject line, for example “Change order 1234”.
3. Say exactly what you want: “cancel the whole order”, “cancel the navy sweater only”, or “change the name on the size L sweater from HALVORSON to HALVORSEN”.
4. For lettering changes, type the new text in capital letters exactly as it should appear, and say which item it belongs to if the order has more than one.
5. Wait for our confirmation email. A change or cancellation is only final once we have confirmed it in writing.

Please do not place a second order to fix the first one without telling us. Two orders mean two sweaters in production, and sorting that out takes longer than a single email.

4. Your refund after a cancellation

When you cancel within 24 hours, you get the full amount you paid for the cancelled items. The refund is issued within 7 days of the cancellation being confirmed, to the original payment method. Your bank or payment provider may need a few extra business days to show it on your statement. If you prefer, we can issue Kitden store credit instead; store credit never expires. Full details are in our Refund Policy.

5. After the 24-hour window

Once 24 hours have passed, lettered items are usually already in production, and the text cannot be changed on a sweater that has been printed. Blank items may already be packed for the carrier. At that point we generally cannot change or cancel the order, but please still write to us; if the item has not started production, we will do what we can.

If the order cannot be changed, you still have our full return policy. You can return any item within 60 days of delivery, and we send a free return label. How lettered items are handled is explained on our Returns & Exchanges page, and the refund for a return is issued within 7 days of the return reaching us.

6. When we made the mistake

If you typed the lettering correctly and the sweater arrives with something different, that is our error and the time limit above does not apply. Send us a photo and your order number, and we will offer a corrected replacement or a full refund, with no cost to you. The same goes for wrong sizes, wrong colourways or damaged items: see the Returns & Exchanges page for how we put it right.

7. Address changes

Within 24 hours we can update the delivery address on your order, as long as the new address is in the United States, Canada, Australia or New Zealand. After the parcel has been handed to the carrier, an address change depends on the carrier and may not be possible. Read our Shipping & Delivery page for what happens if a parcel cannot be delivered.

8. Checking your order before you pay

The best way to avoid changes is a careful look before you click the add-to-cart button. On every lettered product, the live preview shows your name and number on the product picture as you type. Use the Back and Front switch to see both sides. Then check:

• The spelling of the name, letter by letter, especially double letters and accents. Our lettering uses standard capital letters A to Z.
• The number, and that it is not reversed.
• The chest word or sleeve numbers, if the style has them.
• The size, using the chart on our Size Guide.
• The colourway, by tapping each swatch and comparing the pictures.
• The delivery address at checkout.

Your cart and the order confirmation email both list the lettering fields for each item. Read the confirmation as soon as it arrives; if anything looks off, you still have the 24-hour window.

9. Family and team orders

Bigger orders with several names have more chances for a typo. If you are ordering for a whole family or a rec-league bench, collect the names and numbers in one list first, double-check them with each person, then enter them. If you need to change several items within the 24 hours, put all the changes in one email, listed item by item. We will confirm each one back to you so you can check them all at once.

10. Orders we change or cancel

Occasionally we may need to contact you about an order, for example if a lettering field contains a real team, league, club or college name that we cannot print, or if the delivery address looks incomplete. We will email you before production and suggest options. If we cannot complete the order, we cancel it and refund the full amount within 7 days.

11. Common questions

Can I cancel by phone or social media?

Kitden supports customers by email only. Write to support@kitden.shop; we do not take changes through other channels.

I wrote within 24 hours but you replied later. Is my change still accepted?

Yes. What counts is when your email reached us. If it arrived within 24 hours of ordering, we treat it as inside the window.

Can I swap a lettered sweater for a blank one?

Within 24 hours, yes. We switch the item and refund any price difference.

Does cancelling cost anything?

No. There is no cancellation or change fee.

How will I know the change went through?

We send a confirmation email listing the updated details. If you do not receive it within a business day, check your spam folder and then write to us again.

What happens behind the scenes

When an order comes in, it waits in a short queue before it is prepared. During the first 24 hours we hold lettered items so that customers can still catch typos, and blank items are picked and packed alongside them. That is why the 24-hour window exists, and why we cannot stretch it much further: after that point the lettering is applied and the item is on its way to the carrier within the 1-3 business days of processing. Writing to us early gives us the best chance to make your change without delaying the parcel.

Will a change delay my order?

A change made inside the 24-hour window normally does not change the delivery estimate. Processing still takes 1-3 business days, and transit to the United States, Canada, Australia or New Zealand still takes 7-14 business days. If a change needs a payment for a price difference, the item waits until that difference is paid, so please complete it promptly. For a cancelled item, nothing ships and the refund follows within 7 days of the cancellation being confirmed.

Lettering rules to keep in mind

When you send new lettering, use only your own words: personal names, family names, nicknames, streets, neighbourhoods or a side you made up with friends. We do not print the names, crests, slogans or colourways of real professional, college or league teams, real players or brands. If a change request includes text like that, we will email you and ask for different text before anything is printed. Names are printed in standard capital letters A to Z, numbers from 0 to 99, and each text field has a 12-character limit.

Cancelling part of a gift order

If an order includes several gifts and one plan changes, you can cancel just that item within 24 hours. The rest of the order carries on as normal, and you receive a refund only for the cancelled item. If you are ordering a surprise for someone, place the order from your own email address so that our confirmation and any questions from us reach you and not the recipient.

Examples of quick fixes

A misspelled surname

You ordered a Custom Lace-Up Collar Hockey Sweater for your brother and typed HALVERSON instead of HALVORSEN. Two hours later you spot it in the confirmation email. You reply with the order number and the corrected spelling in capitals. We update the item and confirm the new lettering by email. Nothing else changes.

The wrong size for a gift

You ordered an L, then learn your partner wears an XL. Within 24 hours you email us; we switch the size and, because L and XL cost the same, there is nothing to pay or refund.

A change of plan

The rec-league season was cancelled the morning after you ordered six sweaters. You email us within 24 hours to cancel the whole order. We confirm the cancellation and refund the full amount within 7 days.

In every case, the quickest route is one clear email with the order number, the item and the exact change you need.

12. Contact us

Email support@kitden.shop with your order number for any change or cancellation. We reply within 24 hours on business days. You can also visit the Help Center or read the FAQs.

Kitden, 656 Austinville Rd, Troy, PA 16947, US. We may update this page from time to time; the date at the top shows the latest version, and the version in force when you ordered applies to your order.